Support Computer Operator
Resume:
Stefano Bruno, C.N.E. / MCP
*** *’Assise, Laval, QC, H7K 3W7
***********@*****.***
SUMMARY
Desktop support analyst Level 2/3 (technician) & system/network administration consultant with over 22 years of experience implementing, maintaining and supporting large scale networks with thousands of users, desktops, laptops & with a multitude of various servers. Exceptional troubleshooting, analytical and multi-tasking skills. Have thrived in team environments & functioned efficiently in an autonomous environment as well. Possess an excellent client-oriented attitude.
WORK EXPERIENCE
Golder Associates June 2015 – December 2016
Desktop Support Analyst Level 2/3
Worked as a Desktop Support Analyst Level 2/3 in a Windows environment.
Provide end-user support and training.
Deploy, support and maintain laptops, workstations, printers and peripherals and associated computer images.
Research & recommend (laptops, workstations, peripherals, printers, etc.).
Deploy and support software packages, upgrades and patches to ensure the highest quality and standards for end-users.
Create and maintain reporting and documentation including hardware and software inventories, incident ticketing, user guides and IT Support operating procedures.
Set up and support conference room audio visual equipment.
Provide internal telephone system support (Cisco IP phones).
Provide additional IT support when required under the supervision of the Global Network, Infrastructure, SCCM and/or Storage Teams.
Provide input and support logistics of IT-related infrastructure for new offices, expansions and moves.
SMARTUSE / NEWFORMA July 2014 – May 2015
Technical Support technician
Support a wide variety of clients on our proprietary owned software called SmartUse
Responsible for setting up our specialized hardware running our proprietary owned software called SmartUse. This is an A0 table with a 55 inch multi touch screen running on Lenovo PC’s with Windows 8.1.
Travel to client offices to setup hardware (setup/configure A0 table) or to handle hardware support calls.
Handle all incoming chat requests over the web and all incoming calls on our support hotline from a wide variety of clients to support our proprietary owned software called SmartUse.
Manage first responders’ queue utilizing ticketing system ZenDesk & Salesforce.
OMNITRANS INC. Apr 2009 – July 2014
Systems Support technician, LAN Administrator
Worked as a Systems Support technician & LAN Administrator in a solely Windows environment.
Administer, maintain, monitor and support the company’s existing desktop environment (hardware/software), network & physical Windows servers.
Responsible for supporting all users, printers, workstations, cabling (connectivity), internal Nortel phone. Support remote offices as well.
Act as the System Administrator’s right hand man and take over duties for him when away from office.
Help support Active Directory & backups.
Manage and configure BlackBerry’s on company’s BES server. Support iPhone/iPad devices as well.
Responsible for BlackBerry support with vendor (ROGERS).
Responsible for all hardware and software purchasing for desktop environment.
Touched on creating & deploying VBS scripts.
Provide technical support (via phone and email) for all hardware related problems on all workstations and some servers (internal and remote offices).
Install, configure and maintain workstation operating systems ranging from Windows 7, XP, 2000 & Vista. Configured and maintained Windows Server 2000/2003 as well. Work with ghost images, creation and deployment.
Work with WSUS and TrendMicro AV to maintain security throughout the environment.
Work with VMWare to create new virtual machines.
Work with Active Directory group policies. Creating, modifying and deploying.
Assisted in creating Disaster Recovery planning.
Part of project team to plan and implement physical relocation of a remote office (network infrastructure, PC’s, servers, printing environment, planning electrical)
Part of project team to plan and implement a physical move of an acquired company into our main office building. Setup bubble infrastructure (network infrastructure, PC’s, servers, printing environment, planning electrical & cabling needs, planning & testing disaster recovery on physical servers)
CGI GROUP Jul 97 – Sep 08
System Administrator
Consulted as a
System Administrator for various clients (Canada Post, Alcan, Laurentian Bank, Wolsely & Memotec)
Administered, maintained, monitored and supported the client’s existing Novell network. Responsible for users, printers, servers, workstations, cabling (connectivity) and UPS’s.
Responsible for the well-being of approximately 60 remote Novell Netware 5.1 servers located throughout North and South America. Maintained an excellent SLA record.
Responsible to implement new Novell servers and overhaul all workstations at new client sites to conform to the rest of the client’s network environment. This included a phase out (transition) from NT servers to Netware.
Responsible for network infrastructure: switches, hubs and routers (basic configuration) at various clients.
Responsible for backups (design, installation and implementation of server backup solutions). Responsible for restores as well as the scheduling criteria.
Implemented DRP (disaster recovery plan) for the Novell Netware environment.
Deployed DNS & DHCP for local LAN sites using Netware’s DNS\DHCP services
Performed upgrades and maintenance on Novell Netware operating systems (patches, service packs, hardware, etc…) as well as on Windows workstations and servers.
Provided consultation on hardware and software purchases or was solely responsible for all IT purchases. Done at various clients.
Provided technical support for all hardware related problems on workstations and servers. Installed, configured and maintained workstation operating systems ranging from Dos, Win 3.x, Win95/98/ME, NT 4.0/2000/XP. Performed desktop and user support at various clients.
Project manager responsible for closing out the CGI mandate at Memotec Inc. to ensure the smooth transition to the new outsourcing firm that was taking over the mandate. Responsible for technical knowledge transfer. Also led some projects varying from server upgrades to physical server moves.
Created documentation depicting network infrastructures with visual diagrams showing network schematics with IP and IPX addresses, Novell environment (server infrastructure) information, file backup processes (strategies) put in place and procedures on backup hardware manipulation.
Led a team of 2 to 3 desktop support techs at various mandates.
Involved with fixing Y2K issues concerning the areas in MIS.
Worked closely with Helpdesk and Operations support groups to work on and resolve trouble tickets. Provided 2nd & 3rd level support to Helpdesk agents.
Implemented a monitoring system using Compaq Insight Manager (CIM) to monitor and track all alerts and hardware failures on all Novell servers throughout a WAN (approx. 60 servers). Email and paging notification support on 24/7 hour basis was setup.
Worked in a Data Centre environment to set up cabinets for equipment. Racked up servers as well other equipment and passed cabling as well.
Provided on-call support on a 24/7 hour basis. Also worked overtime.
HYPERTEC SYSTEMS INC. Aug 95 – Jun 97
Network Support technician, LAN Administrator
Worked as a LAN administrator & desktop support tech for onsite and client based service calls.
Administered and supported the local area network (users, workstations and the printing environment) as well as installed and maintained user applications.
Provided support to service technicians concerning network hardware. Configured switches.
Installed and configured network operating systems such as Netware 3.11, 3.12, 4.1, 4.11 & Windows NT 4 to suit the client's needs and hardware specifications.
CANADAIR - BOMBARDIER Mar 92 – Mar 96
Computer Operator
Worked as a Computer Operator on shifts.
Responded to master console messages and intervened accordingly whether it was tape mounts, printer interventions or software abends.
Worked closely with software analysts to solve problems to ensure the smooth functioning of systems as well as provided technical and software support to users to help correct problems.
COSTCO CANADA Jan 92 – May 92
Computer Operator
Worked as a Computer Operator
Managed the warehouse computer system that controlled all the cash machines.
Printed out confidential reports & special forms and data entry on a mainframe IBM AS/400.
VANIER COLLEGE Sep 89 – Jul 91
Computer Operator / Tech.
Worked as a Computer Operator
Supervised the computer lab and attended to printer maintenance.
Assisted students with any difficulties regarding software and hardware.
EDUCATION
May 2000 CNE 5.x Certification
PBSC Training Institute
Oct. 2000 MCP Windows 2000
PBSC Training Institute
Jan. 1995 CNA 4.x Certification
Westcon Canada
Jan. 1995 CNE 3.x Certification
Westcon Canada
1987 - 1991 DEC (Computer Science)
Vanier C.E.G.E.P.
TECHNICAL SKILLS
Operating systems Microsoft Windows 10 / 8.1 / 7 / Vista / XP / 2000, Microsoft Windows 2000 /
& Environments: 2003 R2 server, Netware 3 / 4.1, IntraNetware 4.11, Netware 5.x with eDirectory, Microsoft Windows 2003 server, Microsoft NT 3.5.1/ 4.0 Workstation & Server, VMS, DCL, JES2, JCL, MVS, TSO, ISPF, Ubuntu Linux, Blackberry Entreprise server (BES), SmartBorder, SharepPoint, WSUS, SCCM
Software: Microsoft Office 95/97/2000/XP/2003/2007/2010/2013/2016, MS Outlook 2007-2016, Visio 2013, Project 2013, Symantec Ghost, Symantec System Recovery 2011, Acronis backup and recovery 11, Novell ZenWorks for Desktops 3.2, VMWare Workstation, Veritas Backup Exec, CA BrightStor Arcserve 9 & 11, Compaq Insight Manager, Dell OpenManage, Citrix, Visual Basic Scripting, Dameware Utilities, Server Magic, Portlock, AR Remedy, Acrobat, Terminal Services, Accpac, Caseware, Dr.Tax, Lotus Notes email, TRACK IT!, Cheyenne ArcServe 4/5/6 & 7 for Netware, Cheyenne FaxServe 3.1 & 5, APC Powerchute 4.2.3, Norton Utilities and Anti-Virus, PcAnywhere, Sun Open Office, Trend Micro Anit-virus server and client, Secure Netterm, Nuance PDF Pro, BlueBeam, ZenDesk, SmartUse, Salesforce, CloneZilla, Remedy, Service Now, Skype for Business 2013/2016, Cisco Unified CM Administration console, TeamViewer, AutoCad, Sophos
Hardware: Dell PC’s, laptops and server class systems (Optiplex, Vostro, Latitude, PowerEdge, Raid Controller & DRAC), Lenovo PC’s, Compaq PC’s and Server class systems (Proliant & Raid controllers), IBM PC compatibles, Intel products (PC’s, motherboards, network cards), Adaptec products (SCSI Controllers 1540, 2910, 2940, 3940, Ultra 3), 3Com products (network cards, switches & hubs), HP products (tape backup devices, tape libraries, CD Writers, DeskJets, LaserJets, Minolta Color laser printers, VAX /VMS mainframe (model 6320, 6420, 3100), IBM AS/400 mainframe, Amdahl 5890 mainframe (model 300 E),
Xerox Laser Printers (model 4050, 8700, 8790), Compaq Remote Insight Boards (Rib, ILO), APC and HP UPS’s, RICOH Afficio MFP Printers, Konica Minolta MFP printers, BlackBerry Smart phones, Apple IOS devices (iPhones & iPads). EloTouch 55” multi touch screen, Microsoft Surface Pro II & III, Cisco IP phones.
LANGUAGES
English, French and Italian
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