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Technical Support Active Directory

Mississauga, Ontario, Canada
January 30, 2017

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Professional Profile

Information Technology Professional with more than 10 years of experience with in depth expertise in Software Quality Assurance Network Infrastructures in the Client/Server and Cloud environment through the maintenance of Windows servers based on NT, 2000, 2003 and 2008 and 2012 environment. Proficient with Unix AIX, Linux. A practical, hands on and highly motivated team player with exceptional skills for Microsoft & administering middleware applications.

Also have experience and knowledge of full system development lifecycle, including designing, developing and implementing test plans, test cases and test processes fueling swift corrective actions, significant cost savings and fault-free audits

Functional/Systems Expertise

Experience in preparing and executing test cases for integration, functional, system, regression, and user acceptance testing (UAT)

Highly developed leadership, management, planning & organizing skills, combined with a high level of quality & service.

Strong technical & analytical problem-solving skills within client/server system architecture with Network Support and maintenance experience in Active Directory, Biztalk, Lotus Notes, SAP, SCCM, SCOM SAP, Red Prairie and HK EMS.

Proven ability to prioritize & complete projects ahead of schedule & within budget.

Ability to collaborate with users at all levels to define requirements for software / network upgrades & fixes, system administration as well as capable of taking on new responsibilities fast, effectively & efficiently.

Strong Knowledge of LAN/WAN environments, performance tuning & administration of servers/pc, software development & relational database table design & administration.

Professional Experience

Deloitte – 32 Wellington Street, Toronto, Canada Sep 2015 – Jan 2017

IT Quality Assurance Analyst (Contract with Economical / Sonnet Insurance)

Agile Methodologies, Jenkins, Docker, SOAP UI, Kibana, Kibana Deep, Conduit, Load Runner, Linux, Stash, Java script, Jira, Confluence

Utilized Jenkins to Create, Maintained and Mange OD Environments for Testing

Tracked, Deployed and Maintain the Software Versions for Testers using multiple repositories including Stash

Utilized Docker Jobs to troubleshoot and automate OD Environments for Testing and Live Systems

Analyzed, Created and Tested Tests Cases

Analyzed and Reported Software Bugs and Irregularities

Reviewed requirements for testability and usability with regards to system functionality

System Test and End-to-End test cases for different test scenarios covering project functionality

Executed System and End-to-end test cases

Investigated and re-tested software bugs based on the testing results

Performed various types of functional testing, such as Integration, Regression, End-to-End (E2E), and Negative testing

TDL – Head Office, Oakville, Canada June 2010 – Aug 2015

Datacentre Analyst

Windows Active Directory, Office 365 Admin Console, Tidal System Monitoring, Widows7 Administration, Data Protection DPM, SAP Security, SAP Basis, SCCM, SCOM Windows Server 2003, Server 2008 and 20012

Created and executed automated software test plans, cases and scripts to uncover, identify and document software problems

Documented software defects using bug tracking system and reported defects involving program functionality,

output, online screen and content to software developers

Assisted with user-acceptance testing and defect tracking for three new software releases

Created, Configured and Maintained User Accounts using Active Directory

Created Configured, Maintained Outlook Accounts using Office 365 Admin

Performed SAP Security by running STAD Audit Reports and Reports through NST03N

Created and maintained SAP accounts and performed GRC and SODs.

Monitored the TDL Infrastructure and Business Systems using Tidal System Monitoring Tools

Identified and defined the problem with in Windows 2003, 2008 and 2012 environments and reported to 3rd level of support

Independently resolved server connectivity and file sharing issues as well as worked on 3rd level support instructions and resolved server issues resulting in optimizing server activity in Windows 2008 and 2012 environment.

Created and maintained Run Books and Documentation using Standard TDL SOP and user Manuals.

TDL – Distribution Centre, Guelph, Canada Jan 2006 – June 2010

End User Support Professional

Windows NT/2000/2003/XP, AS400, os400, MS Access, Red Prairie, HK EMS, Windows Terminal Server, Unix AIX, BMC Service Desk Express, Avaya CMS

Provided first and second level support to clients for PC hardware and software in a 24/7 support environment.

Monitored and maintained system critical jobs bridging various business system including SAP, BizTalk and Lotus Notes

Provided services in client system, TCP/IP services, client addressing, WINS, DNS and DHCP configuration

Created and successfully deployed Software Packages for multiple kinds of wireless computers for local as well as remote locations

Performed data backups by labeling, loading and inventorying data tapes and monitored the backup jobs

Configured, upgraded and deployed Desktops and Laptops running on Windows 2000, XP, Vista and Windows 7

Maintained electronic and manual daily log of system critical data updates

Provided support and configured various models of VOIP phones based on PBX Avaya

Provided support on Blackberry Hardware and Software for end users

Participated in data center operations to support the midrange system and network administration teams including physical maintenance of Guelph Data Center according to IT standards and local fire code.

Maintained TDL’s existing security procedures for safeguarding hardware and software in compliance with ITIL

Staples – Business Depot, Mississauga, Canada Sept 2003 – Dec 2005

Technical Support Representative

Windows NT/2000/2003/XP, AS400, os400, MS Access, MS Great Planes, Windows Terminal Server, PC Anywhere, Intel Landesk

Provided customer services on various goods and services in a 24/7 call centre environment

Performed Logging, tracking and resolving trouble shooting tickets according to service level agreement(SLA)

Provided onsite and remote help to customers using a variety of software and networks including Windows XP/2000, MS Office and AS400

Utilized MS Excel extensively to maintain spread sheets and securing business critical data.

Responsible for client consultation and support in the procurement and implementation of network systems

Implemented and installed client and network applications including WiFi, LAN, Windows OS, Financial Packages, and Office Productivity suites for Small Business customers

Documented policies, standards & procedures.

Provided training and mentoring to staff

Streamlined current processes and simplify the end-user experience without sacrificing security

Burntsand Inc., Etobicoke, Canada May 1999 – July 2003

Customer Support Specialist

NT 4.0,, XP, Windows 2000 / 2003 Server, Windows Terminal Server, TCP/IP, WINS/DNS/DHCP, Active Directory, MS SQL Server, MS Access, MS Exchange Server Pivotal eRelationship, Evolve PSA, Goldmine Heat, MS Visio

Provided first and second level technical support in a 24/7 call center help desk

Installed and configured TCP/IP, POP, SMTP, DNS and other internet protocol utilities on servers and workstations in a Network environment

Created, Managed and supported Relational Data base applications running on SQL servers

Provided support on various proprietary office backend and accounting software including Great Planes and Evolve PSA and managed report generation with Crystal Reports 8.0

Designed strategies and implemented them in installation of CRM and ERM through out the SDLC (System Development Life Cycle) on servers running SQL

Managed the re-engineering of clients legacy infrastructure to upgraded Business Applications

Provided leadership in the assessment and selection of effective technology platforms that are required to support the organization’s business objectives

Managed small to medium sized information security issues and tasks, such as User ID management, Application Risk Analysis, Vendor Reviews, etc.

Responsible for communication to Client during incidents while minimizing the effects of incidents on Service Levels agreements with clients

Education & Professional Training

Computer Programming and Analyst Diploma

Computer Programming and Technical Support Diploma

Bachelor of Arts (Majoring in Economics)

Certified AS400 Operator

Certified Unix System Operator

Certificate in MS Active Directory R2 Administration

Certificate in MS Server 2008 R2 Admin

Technical Skills

Programming Languages/Development Tools: C, C++, CL Prog, Borland, Visual C++, Unix nled, C#, .Net, XML, XSL, SQL queries, Java Servlet/JSP, PHP, Java script, CSS

Databases: Oracle, SQL, Access, DB2

Operating Systems/Networking: Win 95/98/NT/2000 Adv Server 2003, Server 2008, Server 2012, Active Directory, Unix AIX, Unix 4 R V, AS/400, LAN/WAN, TCP/IP, DNS, DHCP, SNMP, Wins.

Additional Specialties: Various FTP software, Veritas Backup Exec, Object Oriented Business Analysis and Design, Pivotal eRelationship, Evolve PSA, Lotus Notes, BizTalk

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