IT support
Resume:
Russell Thomas **** ** Ave S.W.
403-***-**** acz0u5@r.postjobfree.com
Systems Support Analyst
Computer Networking – Project Management – Analytical Problem Solving – Troubleshooting & Analysis – Server Systems olutions driven, personable, and analytical IT Specialist with extensive theoretical and practical knowledge of hardware and software applications, IT network design and maintenance, troubleshooting, server deployment, and customer and staff help desk support within a corporate IT environment, drawn from education in Network & Internet Security. Resourceful professional with dynamic communication and presentation skills, with an excellent grasp of customer service practices, ITIL practices and standards, and ability to manage and maintain PCs. Dynamic team player; well versed in managing simultaneous projects within the constraints of scope, time, cost, and quality, which successfully deliver desired results and requirements. Adept at explaining complex IT processes to a variety of professional and lay audiences in a clear and accessible manner.
Troubleshooting & Configuration
Business & Customer Service
Business Development
Project Management & Risk Analysis
Active Directory Specialist
Quality Control and Assurance
Configuration Management
Customer Service Excellence
Cross-cultural Communication
Technical Proficiencies Include: Windows XP, Vista, Windows 7, Windows 8.1E, Windows 10 Pro, Enterprise Cisco Hardware Systems, Meraki, CompTIA Network+, 802.11 Wireless Networking Network Design, CompTIA A+Core Hardware Essentials, Adroid, Apple IOS, Mobility
PROFESSIONAL COMPETENCIES
Outstanding analytical skills with an ability to look beyond the obvious and solve problems.
Excellent analytical skills servicing a wide range of IT Equipment and Network servers providing technical support and technical training to tier 2 and tier 1 support.
Facility to define a problem, test potential resolutions and implement a solution.
Attentive to detail, results oriented, experienced to deal with a wide range of individuals and organizations.
Excellent understanding of security issues and concerns in regards to an IT environment. PROFESSIONAL EXPERIENCE
IT TECHNICIAN & HELPDESK SUPPORT 2012-2016
Tesla Exploration Ltd., Calgary, AB
Performed network and computer administration; facilitated the installation and maintenance of Active Directory, Mail- Exchange server, SQL reporting, Creating Crystal XI Reports, Database maintenance
Exhibited proficiency in Dell Kace Appliances, Hyper-V - Virtual Environment, and Microsoft Windows Server 2012 Data Center.
Was responsible for the preparation, and maintenance of all office desktop and field equipment, both hardware, and software applications.
Was charged with much of the remote services for different time zones for the global offices and field operations.
Practiced effective conflict resolution; offered exceptional customer service, and mediated conflict.
Provided advice on information systems strategy, policy, management, and service delivery.
Analyzed, detected, identified, and corrected technical problems in addition to capturing and monitoring data to detect opportunities for improvement.
IT TECHNICIAN 2007-2010
Cross Circuit Ltd., Elkford, BC
Performed network and computer administration, Active Directory, Line-Of-Site Wireless Technologies, Troubleshooting and Problem Solving
Extended excellent customer services and provided support to end users relating to hardware and software, computer applications, LAN components and peripherals.
Carried out on-site analysis, identification, and resolution of difficult desktop problems for end users.
Liaised with software/hardware vendors for further troubleshooting.
Investigated issues reported by customers and dealers in timely and efficient manner.
Facilitated the approval of change requests for all production networks, servers, and applications. S
ACHIEVEMENTS SNAPSHOT
Executed software and hardware projects ranging from simple research and implementation to the complex handling of project schedules, management, and task execution.
ACHIEVEMENTS SNAPSHOT
Designed, developed, and implemented information systems business solutions. Identified training and skill building requirements in the IT department; assisted in training.
OTHER RELEVANT EXPERIENCE
Operations Manager (Owner) / Restoration Arts & Installations, Miami, Florida 1990-2006 Handled several aspects of the business, including customer service, sales, marketing, and promotions; focused on quality and eliminated operational deficiencies along the way
Oversaw the daily operations; assessed each individual customer-service issue for a unique resolution, and effectively rectified each situation to the satisfaction of the customer.
Hired, trained, mentored, and developed employees; promoted a workplace culture that emphasized quality, customer service, and performance standards.
Prospected clients and perused leads to seek revenue growth; built professional relationships with a diverse customer base; maximized sales opportunities.
Operations Manager (part-owner) / Moon Dance Inc., Miami, Florida 1990-2006 Managed business start-up, operations, personnel, customer service, business development, marketing, advertising, business plans, POS and computer support, purchasing, inventory control, merchandising and display
Planned, evaluated, and improved the efficiency of the business process and procedures to enhance quality, speed, efficiency, and output.
Created and implemented a strategic marketing and business plan; facilitated social media plan development and execution; performed newsletters and web sites verbiage and design.
Responsible for full product/service catalogue/menu development, including the overall design & layout, product placement, forecasting, pricing strategy, and the articulation of goals. OTHER RELEVANT EXPERIENCE
CDI College of Business, Technology & Healthcare
Network & Internet Security Specialist Diploma, year ADDITIONAL TRAINING/CERTIFICATES
Class 5 Driver’s License; WHIMIS
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