It Support Helpdesk
Resume:
Robert G Brake
https://www.linkedin.com/in/robert-brake-a2a11126/ • 403-***-**** • ************@*******.***
**************@*****.**
Senior Desktop Support Analyst Profile
Innovative IT Support Professional With a Long History of Solving Complex Problems Efficiently
Top performing IT support expert with a track record of identifying causes of wide-ranging issues and implementing long lasting solutions. Highly skilled at solving problems under pressure and adapting to changing landscapes. Collaborative communicator able to work equally well independently or as part of a team to meet and exceed expectations and achieve ambitious organizational objectives.
Asset Management • Incident Analysis • Communication Facilitation
Executive Liaison • Problem Solving • Documentation
TECHNICAL PROFICIENCIES
Operating Systems
Windows 95/98/2000/2003/XP/7/8/10/11, SuSe Linux, Redhat Linux, SQL Server, Server 2000, 2003, 2008, 2012, 2016
Software
Office Suite 2000, Office XP, Visual Basic 6.0, VB.NET, Office 2007/10/13/365
Hardware
Hewlett Packard, Dell, Compaq, IBM, RetekPOS, Panasonic
QUICK OVERVIEW
13 years experience in IMAC/Incident Queue management
13 years experience in imaging/staging, Request management
13 years experience in AD
13 years experience in remote support
7 years experience in DNS, DHCP
5 years experience in GPO
6 years experience in change management
6 years experience in tape backups
10 years experience in break/fix
8 years experience in ITAM (Asset management)
2 year experience in IBM POS
Education: 97 IT courses with HP (some Comp TIA +), 12 Courses with LinkedIn, 115 courses with TCS
Currently working towards being an Ethical Hacker for corporate security
PROFESSIONAL EXPERIENCE
Remote Queue manager for Manulife (2022 – Present – TCS Canada)
Manage and assign tickets for requests for Manulife in Boston MA. Monitor and rectify issues with requests.
Remote deskside support CN Rail – Edmonton AB (2021-2022 TCS Canada)
Provide direct and remote support (80%+) for CN clients including PC replacement and various software/hardware support.
Queue Manager/Break fix (2018 – 2021 TCS Canada)
Primary job – managing request and incident queue and doing break/fix for HP computers
Managed transition of account from DXC Technologies to TCS Canada for Canada and parts of the US including the development of Operational Procedure Documents (OPD’s) for various locations.
Managed imaging and staging for Shell account Calgary and relayed any information to other sites.
In charge of all break/fix for Western Canada (HP desktops and laptops) including doing repairs when parts were readily available otherwise involving HP support.
Did complete re-imaging and data restoration of computers in four hours and kept all break/fix SLA’s in the green.
Lead Queue Manager (2014-2018 Shell Account – DXC Technologies)
Managed incident/IMAC queues for company, bringing them into green status and assigning tickets to techs based on skill level, workload, and specialties. Installed and updated systems. Built and deployed systems for end users, upgrading software and OS as necessary and updating imaging files when needed. Oversaw statistical analysis focused on trending tickets to identify SLA issues.
Key Achievements:
Brought incident queues into green levels and maintained consistently for three years straight.
Identified root causes for issues related to SLAs such as incorrect or missing information in tickets that caused failures.
Developed process which allowed for joining of system to domain which facilitated easier connection and stopped flood of support tickets related to that issue.
Designed and implemented asset tracking system for all assets associated with hardware deploy and retrieval, saving time by not having to find missing assets due to additional control in archive location and tracking.
More evenly allocated tasks based on careful queue analysis, fixing problems such as having one tech with 10 tasks and another with 120.
vv (2007 – 2014 BP Canada and Marks account)
HP Canada, Calgary, AB
Oversaw installation, configuration, and maintenance of complex computer systems. Guided preventative and active directory maintenance as well as networking, DNS, and DHCP. Took the lead in virus diagnosis and control, tape backup management, and data recovery as necessary. Was hands and eyes support for remote server teams for 4 years at Marks Work Wearhouse.
Change management approver
Key Achievements:
Managed assets for BP Canada and Marks Work Wearhouse including procurement, installation, and lifecycle management of in-store point of sale systems.
Supported POS and servers as well as directed security/AV support and blade chassis for Marks Work Wearhouse. Handled 85% of all incident tickets. Managed incident and IMAC queues.
While with the Marks account discovered solution to remote connection problems related to VPNs (specifically Junos Pulse), solving in one hour what other techs were unable to in three months.
Found an issue with GPO’s where a server group policy was added to normal computers blocking users from logging onto their computers.
Help Desk Analyst (2006 - 2007)
EDS Canada, Calgary, AB
Supported IT systems for Weyerhaeuser including Microsoft Office, Windows XP, Visio, Remedy, and various server based applications.
Key Achievements:
Led efforts to maintain Active Directory and Gatekeeping duties such as updating front end message and directing tickets to proper support teams as well as overseeing GPOs as necessary.
2004-2006 Vicki’s Caregivers Society Nelson, BC
Home Support Worker
Duties include driver and computer maintenance
2003-2004 Ministry of Sustainable Resource Management Cranbrook, BC
Workplace Support Analyst
Maintain and support computer systems and local network including active directory, Helpdesk support, Hardware upgrades and installation, server backup and restores. Software installation and support. Software includes MS Office, Remedy, NT Server,
2000 Server, Visio. Hardware includes HP Laser printers, DELL, Compaq,
Panasonic, Seanix, Toshiba
EDUCATION & CREDENTIALS
Date
Course
Source
27-Jun-17
Learning System Center Configuration Manager
24-Jun-17
IT Security Foundations: Core Concepts
24-Jun-17
Windows 10: Security
23-Jun-17
Windows Server 2012: Install, Configure and Administer Active Directory
23-Jun-17
Windows Server 2016: Installation and Configuration
22-Jun-17
Putting ITIL into Practice: Problem Management Techniques
21-Jun-17
Project Management Foundations
13-Jul-15
Countering IT Security Threats: Ethical Hacking - Physical Security
HP University
12-Jul-15
Countering IT Security Threats: Ethical Hacking - Linux Hacking
12-Jul-15
Countering IT Security Threats: Ethical Hacking - Internet Based and Database based Attacks
HP University
12-Jul-15
Countering IT Security Threats: Ethical Hacking - Cryptography
HP University
29-Jun-15
Countering IT Security Threats: Ethical Hacking - Denial of Service and Session Hacking
HP University
28-Jun-15
Countering IT Security Threats: Ethical Hacking - Deterring Electronic Intrusions
HP University
14-Jun-15
CompTIA Security+ 2011: Securing the IT Environment
HP University
07-Jun-15
CompTIA Security+ 2011: Securing Applications, Virtualized Environments and Cloud Computing
HP University
31-May-15
CompTIA Security+ 2011: Remote Access and Wireless Security
HP University
24-May-15
CompTIA Security+ 2011: Network Protocols, Attacks and Defences
HP University
18-May-15
CompTIA Security+ 2011: Network and System Security Mechanisms
HP University
18-May-15
Proactive Select v2 & Priority Connect RSAA Training
HP University
17-May-15
CompTIA Security+ 2011: Creating Secure Networks and Performing Securiy Assessments
HP University
11-May-15
CompTIA Security+ 2011: Control Fundamentals and Security Threats
HP University
10-May-15
CompTIA Security+ 2011: Business Continuity, Disaster Recovery, Security Training and Forensics
HP University
03-May-15
CompTIA Security+ 2011: Authentication, Biometrics and Security Controls
HP University
13-Apr-15
Insight RSA A.05.70 Installation Demo
HP University
13-Apr-15
Insight RSA A.05.70 Self-Paced Lab
HP University
05-Apr-15
Whats New in Service Manager 9.34
HP University
04-Apr-15
Service Manager 9.3x: How to Use and Configure Survey Integration, Level 360
HP University
23-Mar-15
Service Manager 9.4: Delta from SM 9.3x
HP University
15-Mar-15
SM9 Overview
HP University
15-Mar-15
SM9 Service Request Module
HP University
15-Mar-15
SM9 Service Desk Module
HP University
25-Mar-14
HP Shell Account Security and Risk Awareness
HP University
25-Mar-14
Customer Experience & NPS (HP Leaders)
HP University
25-Mar-14
Customer Experience & NPS (frontline employees)
HP University
25-Mar-14
Customer Experience & NPS (all employees)
HP University
25-Feb-14
Cyber Security - Data Protection and Destruction
HP University
21-Jan-14
Cyber Security - Personally Identifiable Information
HP University
12-Jan-14
HP Shell Account Security and Risk Awareness Assessment
HP University
09-Dec-13
Cyber Security - Social Engineering
HP University
25-Oct-13
Cyber Security - Security Beyond the Office
HP University
07-Oct-13
7 Habits of Good Security
HP University
24-Sep-13
Cyber Security - Anti-Phishing
HP University
09-Jul-13
Cyber Security - Smartphone Security
HP University
06-Jun-13
Cyber Security - Password Security
HP University
16-Apr-13
Cyber Security - Email Security
HP University
11-Feb-13
Cyber Security - Safe Social Networks
HP University
17-Sep-12
Cyber Security - Phishing Awareness
HP University
04-Apr-12
Intellectual Capital - What Would You Do
HP University
07-Mar-12
Technology Services Webinar (NSI) Always on Support Service
HP University
17-Jul-11
Windows 7 Upgrade Training from Microsoft
HP University
10-Jul-11
Infrastructure Security
HP University
10-Jul-11
Security Webinar - Certified Ethical Hacking
HP University
10-Jul-11
Security Webinar - Certified Ethical Hacking Part II
HP University
10-Jul-11
Security Webinar - Certified Ethical Hacking Part III
HP University
28-Apr-11
Records and Information Management
HP University
19-Jun-09
Adding, Optimizing and Troubleshooting PC Components
HP University
19-May-09
220-601 A+ Remote Support Technichian
HP University
19-May-09
220-601 A+ Essentials
HP University
19-May-09
Test Prep 220-301 A+ Core Hardware
HP University
19-May-09
Test Prep 220-301 A+ Operating System Technologies
HP University
11-Mar-09
Linux Networking Configuration
HP University
10-Mar-09
Command Line Management in SUSE Linux
HP University
06-Mar-09
Linux Hardware Configuration and System Maintenance
HP University
06-Mar-09
Linux Troubleshooting
HP University
03-Mar-09
Linux Networking Services
HP University
2-mar-o9
Linux Filesystem Management and File Sharing
HP University
02-Mar-09
Linux Installation Techniques
HP University
27-Feb-09
Managing Linux Group and User Accounts
HP University
31-Oct-08
Implementing IT Security
HP University
30-Oct-08
Identifying, Adding and Removong System Components
HP University
29-Oct-08
Diagnosing and Troubleshooting
HP University
28-Oct-08
Adding and Fixing Printers and Scanners
HP University
21-Oct-08
Maintaining Operating Systems
HP University
01-Oct-08
Practical Ethics: Employee Global Edition
HP University
13-Sep-08
Resolving Issues with Outlook and Outlook Express
HP University
13-Sep-08
Resolving Issues with Hardware and Network Connectivity
HP University
13-Sep-08
Resolve Issues with Internet Explorer, Application Security, Security Incidents
HP University
06-Sep-08
Resolving Issues with the Operating System and Office Applications
HP University
05-Sep-08
Managing and Troubleshooting Network Protocols and Operating Sysem Performance
HP University
01-Sep-08
Managing and Troubleshooting Devices, Drivers, Local Security and User Logons
HP University
29-Aug-08
Awareness: The Key to Securiy and Privacy
HP University
02-Aug-08
Managing and Troubleshooting Desktop Storage and Settings
HP University
02-Jul-08
Managing and Troubleshooting Resources
HP University
22-Jun-08
Installing Windows XP
HP University
15-May-08
Introduction to Quality
HP University
21-Jan-08
Workplace Hazardous Materials Information System (WHMIS)
HP University
28-Nov-07
Awareness: The Key to Securiy and Privacy
HP University
24-Sep-07
Security Awareness Training
HP University
14-Sep-07
Export Control
HP University
07-Sep-07
IQMS Review
HP University
23-Aug-07
IQMS Navigation
HP University
22-Aug-07
eQMS: KnowledgeCenter Navigation
HP University
22-Aug-07
IQMS Overview
HP University
06-Apr-07
What is Lean Six Sigma?
HP University
HP University
Computer Information Systems Selkirk College, Castlegar, BC
Networking I, Networking II, JAVA, Office 2000, Windows 2000 Server, Visual Basic, SQL, Business Finance, Operating Systems, Microcomputer Hardware, Business Communications, Data Structures in C++, Computer Architecture and Program Design, PHP, MySQL, Information System Development, Graduated with ‘Honours’ and a GPA of 3.79 out of 4.0
Technical Certifications
Weather Observer/Console Operations/Technician
Technical Training
Master Course in Microcomputer and Microprocessors (completed with Highest Honors)
Electronic Design Technology (completed with Highest Honors)
Skill Set
Active Directory
Technical Support
ITIL
HP
Windows 7
Operating Systems
DNS
IT Service Management
Software Installation
Laptops See
DHCP
Troubleshooting
Network Administration
Windows Server
Group Policy
Hardware Support
Security
System Administration
Asset Management
Incident Management
communication facilitation
Executive Liaison
Problem Solving
Documentation
RetekPOS
SQL Server
Linux
Performance Enhancement
Root Cause Analysis
System Deployment
Task Allocation
Software Upgrades
System Configuration
Preventative Maintenance
Virus Diagnosis
Backup Management
Statistical Analysis
SLA Issue Resolution
Remote Connections
Project Management
Computer Networking
Operating System Administration
Windows
Computer Security
Network Security
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