Technical Support Manager

To Whom It May Concern:

I would like to apply for the position of Desktop Support

I am presently studying part-time at Concordia Continuing Education in the program of Certificate in Programming Fundamentals & Diploma in Web Programming. I will pursue next a Diploma in Java Applications Development & Diploma in Java Applications and Android Development all at Concordia Continuing Education. Looking to combine my studies with additional Cisco certifications to be came a CCNP Wireless Expert in the next 4 years.

My initiative and experience will enable me to make a solid contribution to your company.

You can see my live animated portofolio at : www.fredericr.com

P.S.: References available upon request.

Yours truly,

Frederic Ravix

Montréal, Quebec

Cellular: 438-***-****

E-Mail: *************@*******.***

Languages spoken and written: English and French

HIGHLIGHTS OF QUALIFICATIONS

Experienced in IT: Help Desk Unix/Linux support

Network monitoring & Network User Support on Windows & Mac

Software support for banking applications

Shell scripting on different flavors of UNIX

Excellent communications and interpersonal skills

Government of Canada Security Clearance : Reliability Status

COMPUTER SKILLS

Hardware: IBM PC, Apple (Mac), Vax, Unix, Linux, IBM OS\2

Operating Systems: MsWindows Server 2000, 2003, 2008 & NT,Windows XP & 7, Mac OS X, Red Hat Enterprise Linux Desktop

Programming Languages & command-line utilities & tools : Pascal, C++ (on Mac & PC), Cobol, PsTools Utillity suite, Unix shell commands via sudo

ITS (Incident Ticket System or Ordering Systems) : SAP, Clarify, Remedy 7,Maximo IBM Tivoli, ServiceNow

Databases: dBase, Oracle V.7 & V.8 (SQL), FoxPro, IBM Tivoli Information Management (Info/Man)

Software: MsOffice, Lotus123, Lotus Notes, Active Directory

Remote Access Tools: TeamViewer, PC Anywhere, Juniper VPN, CITRIX Desktop Director, F-Secure SSH with Token based authentication

WORK EXPERIENCE

General Electric (Lighting division)

IT Support on site for the General Electric Lighting facility in Lachine Montreal February 2015 – September 2015

Only IT technical support on site for General Electric Lighting Research & Development Lighting facility in Lachine Montreal

Responsible for imaging and re-imaging all the pc's and laptops on the facility

Provide basic hardware and software support for the mechanical/electrical and software engineers on the research facility

Responsible for maintaining and upgrading the equipment in the rackmount and h-frame server room (HP Proliant DL380 G7), switches, patch panels, Avaya system, security system under the directives of the network control center

Responsible for maintaining all the audio visual equipment (conference rooms, greeting televisions) & printers in the facility

Participate in organizational meetings with management on personnel

Designated buyer for IT equipment and software licences for the facility

Manulife Financial July 2014 – October 2014

Service Desk Analyst Global Infrastructure Services

Connect to users via Bomgard and provide 1st level support for financial applications at the Manulife Financial group

Escalate to 2nd level or 3rd level or dispatch when solution is unknown to 1st level support

Password reset for different IBM mainframe systems CICS (Customer Information Control System)

ViaRail Canada 2013 – 2014

Network Monitoring Analyst during the Station Automation deployment project across Canada

Monitor train stations with Automatic Kiosk network, firewall and VPN’s

Monitoring through the security cameras the use of the Automated Kiosk

Remote control of the Automatic Kiosk to resolve software and hardware issues

Monitoring of the Intelligent Displays at the train station

Managing incidents & requests following ITIL standards for the statistics analysis needed for the decision making by management during the deployment process

IBM Canada 2012 – 2013

Identity Access Manager IAM for the Business Unit : SO (Server Operations) Delivery, Security & Risk Management affected to the SCON (Server Consolidation) project on site at the National Bank

Ensure that the National Bank security process meet the security standards of the bank before creating at the OS level the database developers & system administrators working on the SCON project.

Manage the system administrators rights on the IBM servers for the National Bank using KornShell (ksh) & Bash (Bourne-Again shell) domain-specific (DSL) scripting language on : Linux (Red Hat Enterprise Linux Advanced Server release 4 & 5.5), HP-UX (Hewlett-Packard UniX),Unix on IBM Legacy, UNIX AIX, Linux with IBM HMC (Hardware Management Console), SunOS and Windows 2008 & 2003 server edition and password resets on AS/400.

Manage the rights of the system administrators of the National Bank Windows domains using the Active Directory (Microsoft® Management Console (MMC)) tools.

Create request for the bank database developers for the SCON project in IBM Tivoli Information Management (InfoMan)

Taking part in the OR (Operational Readiness) critical process and SA&D (Service Activation & De-Activation) by authenticating the users before Operational Readiness

Keep track opf all the changes on CICS,Customer Information Control System (CICS®)

Bank of Montreal 2011 – 2012

Technical Analyst for financial applications

Connect to users via Remote Desktop Connection and provide 1st level support for financial applications at the BMO Financial group

Provide 1st level support to remote offshore users of the bank on Virtual Machines using CITRIX Desktop Director

Escalate to 2nd level or 3rd level or dispatch when solution is unknown to 1st level support

Monitor the LAN/WAN of the bank branches on Windows NT Server using Dameware MiniRemote Control

Backup users documents and image profile when from the server to the workstation when necessary with PsTools Utillity suite

Loblaws Limited

Technical Support Analyst POS (Point of Sales) Support Level II 2009 - 2011

ISP (In Store Processor) monitoring the LAN/WAN networks of the stores & troubleshooting on OS\2 / Unix / Linux servers

Network monitoring : Cisco routers & switches & wireless devices

Network User Support: Ms Windows XP & 2000, Microsoft Office & custom application desktop troubleshooting, printer support.Software support for POS applications : StorePro, AurorA, IBM SurePOS (Point-of-Sale) System 4690 on AS/400

Provide application support for IBM Informix relational database ERP system “Elvis”

Fujitsu Limited

Technical Support Analyst POS (Point of Sales) Support Self Checkout 2005 - 2009

Offer 1st and 2nd level software and hardware technical support on stores POS Self Checkout Systems

Offer 2nd level software and hardware technical support to technical engineers during store installation and upgrades of on LAN POS systems.

Remote control of POS Self Checkout Systems to resolve software and hardware issues on POS systems running on WinNT, ACR/SIA, AURORA, ICL, OSA, POS 6300, POS 7452

WebHelp Inc. 2002 – 2004

Technical Support Agent for Microsoft

Troubleshoot Mac OS Ms Office related problems with users in the US calling the Microsoft 1-800 help line

Coordinated efforts with the Microsoft Windows Technical Support group to troubleshoot Windows Virtual PC issues on Mac

LEARNIX LTD (ExitCertified), Montréal 2001 – 2002

IT Account Manager for Solaris/SGI/ Veritas training classes

Developed the client base for SUN training

Ensured success with existing clientele for SUN, SGI, Veritas training

Set-up SUN workstations on LAN for SUN, SGI and Veritas classes

MERISEL CANADA (SYNNEX Corporation), Montréal 1997 – 2000

IT Account Manager

Assisted computer consultants and computer stores in choosing the most recent hardware and software releases

Helped computer consultants choose the proper network hardware and security solutions

EDUCATION

McGill University, Montréal 1998

Certificate in Management

Université du Québec à Montréal, Montréal 1997

Certificate in Management Information Systems

Concordia University, Montréal In progress

Diploma in Web programming

INTERESTS AND HOBBIES

15 years of classical guitar training and music theory

Physical fitness & Bodybuilding

Philosophy, poetry, literature & creative writing

References available upon request.

Contact this candidate