FlexITy Solutions Richmond Hill, ON May 2014 – Present Customer Support Analyst, Network Operations Center – Managed Services
Configures and implements several different technologies such as Cisco Catalyst switches, ASAs, Juniper SRX240s, SSGs, and other routing equipment
Provides timely support on technical cases to meet SLAs
Over 300 incidents have managed, analyzed and resolved in the first year of employment
Worked with HP Service Manager and System Centre SM to open, follow-up, and resolve tickets
Assists with Active Directory accounts for internal and external users
Raises return material authorizations (RMA) with vendors and end users to replace defective hardware
Frontier Networks Toronto, ON Co-op Placements from 2011 – 2013 Technical Support Specialist & Data/Voice Specialist – Technical Assistance Center
Completed several projects in 2013 that focused on the configuration and implementation of VoIP technologies for customers in Canada and UK
Provided technical assistance and worked with vendors to resolve varying impacts of Network outages throughout Canada, USA, and UK
Assisted with adding, editing and redesigning content in the internal wiki such as network diagrams, procedures, and training documents
Patched network cables (straight-through, crossover), racked and mounted servers, switches and routers in local data center Education
Ryerson University Toronto, ON
Completed – Bachelor of Commerce:
Business Technology Management ‘14
1st year completed – Bachelor of
Mathematics: Computers ‘09
Axelos Global Business Practice
Completed – ITIL Foundation in Service
Management – October 2016
Completed – Sandvine Essentials Training
– February 2015
CCNA Routing & Switching in progress to
complete by Q4 2017
VCP6 Data Center in progress to complete
by Q2 2017
New City Kids Camp – Summer Camp
Counsellor – 2015 & 2016
New City Baptist Church – Events
Coordinator – 2014 to Present
4 years of experience in supporting clients in many different roles like Network/Systems administrator, NOC technician, TAC technician, Data Center technician
Team player and leader in and off work hours, in the office or on the volleyball courts, team cohesion and coordination always leads to success
Expert at adapting to situations and needs, quick-learner and works hard to maintain quality service throughout
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