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Desktop Support Software

Toronto, ON, Canada
January 02, 2020

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Nagy Francis

Markham, Ontario, (Home Phone): 905-***-****, (Mobile Phone): 416-***-****

Email: Website:

Technical Support Analyst

A multi-skilled IT Technical support analyst with in-depth knowledge of networking, installing and configuring computing systems, managing server infrastructures and networks operations across multiple platforms, Experienced in providing client focused IT support and in successfully analyzing and resolving IT hardware and software problems in a timely and accurate fashion. Having the ability to maintain a high degree of customer service for all support queries and possessing strong analytical and documentation skills. Excel at solving complex problems by identifying the issue and developing and implementing a solution.

Strong communication skills allow me to discuss complex issues with coworkers and explain technical jargon in an easy-to-understand.

Good time management ensures I finish projects by associated deadlines even if I have multiple tasks going on at the same time.

Now looking for new and challenging IT support analyst position, one which will make the best use of my existing skills and experience and also further my personal and professional development.

Technical Skills

Support Microsoft domain infrastructure and services AD, DNS, DHCP, TCP/IP, WINS, and LAN/WAN

IIS, Communication server, SharePoint, Exchange server, print and Radius serves.

Familiar with SQL and many other computer programs.

Advanced troubleshooting and develops solutions to Windows Server 2003/2008/2012/2016.

Excellent technical knowledge of hardware and Windows 7, Windows 10 operating systems

Troubleshooting operating system (OS), hardware, network, storage, Storage Area Network (SAN), and backup application problems

Experience on Desktop Support, Laptops, Servers, Printers, Hardware Support

Test and image desktops and laptops. Maintain, analyze, and troubleshoot, software and computer peripherals.

Configure, monitor and maintain VOIP telephony services.

VMWare and Hyper-V Virtualization systems, setup, configuration, and support

Network Cisco Switching, VLAN configurations, Layer 2/3

Enterprise Backup, Antivirus, Microsoft Exchange, SharePoint and SQL servers

Professional Experience

East Penn Canada, Toronto, Ontario

Network & System Administrator January 2019 – Now

Install, configure, administer, and support necessary hardware and software for LAN and WAN infrastructures; including hubs, switches, routers, external firewalls, load balancers, network monitoring tools, configuration backup tools and wiring to provide an optimized and reliable environment to run production applications and to perform development.

Perform maintenance and release upgrades on a timely basis or as needed; troubleshoot and provide solutions to LAN/WAN hardware and software issues.

Perform maintenance and release upgrades on a timely basis or as needed; troubleshoot and provide solutions to monitoring alert systems.

Monitor network performance and capacity in the areas of response, throughput, and availability.

Perform analysis of LAN/WAN requirements and contribute to design of LAN, WAN and SAN architecture, integration, and installation.

Assist with the completion, documentation and reporting of network sniffing and traces as necessary.

Monitor, assess and act upon applicable security advisories and vulnerabilities.

Prepare and maintain documentation of monitoring alert systems and configuration.

Prepare and maintain documentation of all LAN, WAN, Load Balancing, DNS and Internet connections and configurations.

Install, configure, and administer hardware and software systems that provide appropriate network security functionality,

Research, evaluate, design, test, recommend, and plan implementation of new or improved network hardware/software/devices

Assist in maintaining and testing business continuity/disaster recovery plans, processes, and procedures necessary to recover services in the event of a declared disaster

CGI Canada, Toronto, Ontario

Consultant, End-User Services, CGI Support to WSIB October 2018 – January 2019

providing first and second level Desktop

Support (remote and onsite) on a range of technical issues.

Desktop support (Win 7 & 10) - first and second level, Hardware diagnostic/repair and re/installation

Coordinate and document coaching to support the development of technicians

Installing, diagnosing, repairing, maintaining, and upgrading all PC equipment.

Troubleshoot problem areas in a timely and accurate fashion.

Provide end-user assistance, Image Workstation for new deployments.

Manage and track inventory via CMDB and homemade tools

Computer World, Markham, Ontario

IT Support Analyst October 2016 – October 2018

Provide strategic guidance to clients on general technology and IT infrastructures.

Provide expert technical assistance to clients, including training and feedback

Meet with clients to determine project requirements and goals; define the scope of the partnership, plan timelines, and set deadlines

Travel to client locations to collaborate on projects

Conduct research as needed to gain a thorough understanding of customers’ system specifications, work practices, and the nature of the business

Meeting customers face to face and handling & prioritizing problems. Installing and configuring computer systems using different build technologies.

Define client hardware, software, and network requirements

Analyze customers’ IT needs; provide independent and objective advice for improvement

Implement agreed-upon solutions for new and improved IT systems

Assist clients through the change-management process

Design, test, install and monitor IT systems

Trench Limited (Siemens AG), Toronto, Ontario

The Trench Group is a worldwide leading manufacturer of High Voltage Products such as Instrument Transformers, Bushings and Coil Products, Trench Group is a member of the Siemens family and consists today of 8 plants and global sales offices with more than 3.000 employees worldwide.

System & Network Administrator July 2000 – September 2016

Designed, Implemented and maintained a complex network system that used (LAN / WAN /Wireless) environment, Windows 2003/2008/2012 Servers, Active Directory, Exchange server.

Provide immediate Desktop/Laptop and home office confidential and effective technology support to the employees of the Executives committee Office as well as board meetings.

Ensure all client/server hardware and software is current, reliable and has available capacity to meet both current and future business needs.

Manage and maintain other corporate applications including on premise SAP.

Perform upgrades to servers and network equipment as necessary.

Maintain documentation of routine maintenance, systems configuration, applications.

Technology product evaluation, selection, acquisition, integration and deployment processes with the design and implementation of both enterprise and departmental solutions.

Development/testing/implementation and maintaining of HR ERP applications (PeopleSoft, SAP).

Evaluate new hardware and software offerings for suitability, improvements and cost savings.

Identify needs, test and deploys various new GPO's, software and updates.

Provide installation, problem support of hardware, operating system and desktop software.

Create and maintain documentation, license use, procedures and network diagrams.

Developed, maintained & managed Engineering applications in accordance with methodology standards utilizing Oracle, SQL.

Used SharePoint, Webserver and Virtual private network (VPN) setup

Managed all computer and network system operations including network printers/scanners/ VOIP desk phone/ Mobil phones

Handled Active Directory, DNS, WINS, Windows servers, Windows clustering, Windows Radius, Live communication, SharePoint, Distributed File System (DFS), VMware.

Installing and configuring system hardware and software

Utilized the Remedy ticket system to manage service requests concurrently pertaining to issues involving: hardware and software, user access rights, security cameras, cabling, and connectivity issues.

Establishing and managing user accounts, upgrading software and performing backup and recovery.

Provide Audio & Visual technology support to the employees and the Executive committee.

Planning for and responding to service outrages and other problems

Scripting and light programming, project management for systems-related projects

Participate in the maintenance and upkeep of all systems on site, phone, fax, photocopy, printers and scanners, As well as related networking devices.


DeVry University of Technology, Toronto, Ontario

Diploma Computer Programming For Business

MCSE (Windows server 2003)

Cisco Training for device management (CCNA)

Supporting Windows XP and Windows 7 Users

Structure System Analysis and Design / Web Development & Design

Computer and System Architect

Relational Database Management System using ORACLE, SQL

Project management

Facilitate leadership

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