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Support Computer Operator

Location:
Brampton, ON, Canada
Posted:
January 08, 2020

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Resume:

David V. Girdlestone

*** *********** ****** - ********, *******, L6T 2B5 - 905-***-**** - ada8tw@r.postjobfree.com

Information Technology Professional

A “Hit the Ground Running”, technically accomplished, and highly motivated individual with a “Cup Half Full” attitude, who combines sophisticated and mature leadership style together with diverse IT expertise for outstanding business results. Possesses a strong sense of moral commitment which challenges, encourages and excites others, while working with teams, to perform at the highest of standards, providing a high level of deskside service and support. Proven track record in:

• Server, and Desktop Configuration and Support

• Active Directory System Administration

• VMWare esxi 4.x, 5.x

• Microsoft Hyper-V

• McAfee EPO 4.50 and hardware appliance

• F5 Big-IP Load Balancer

• MS Office Suites up to and including 2013

• Rightfax 9.4 and 10.5

• Citrix XenApp 5.0 and 6.5, Xendesktop 5.5 (VDI)

• Unitrends Enterprise Backup 8.x

• Citrix NetScaler, Provisioning Server 5.6

• CommVault Simpana 10.x

Professional Experience

Help Desk Support Level 1

CompuCom, Mississauga, Ontario February 2018 – Current

Receive inbound Service Desk calls in a professional and timely manner according to IT Services procedures, with a focus on prompt first call resolution.

Capture accurate information from users (name, location, contact number, problem description) into the ticketing system.

Completely handle user requests within capability, or quickly transfer calls to a Level II technician.

Evaluate and document existing end user PC: Hardware, software, and configuration.

Perform basic troubleshooting, diagnosis and repair of computer systems, hardware and computer peripherals.

Recommend policies/procedures to improve ticket resolution times.

Participate on IT Services project teams as requested.

Perform other duties as assigned.

Deskside Technology Consultant Contracted by Modis Canada

Mondelez International, Toronto, Ontario April 2016 – September 2017

Provide Level 2/3 support for internal and external users with Mondelez International.

Image / Rebuild laptops, desktops or tablets for deployment to employees, using Microsoft SCCM to deploy software and patches.

Refresh computers that have reached end of life on the lease, provide new machines and prepare old machines to be returned to HP Finance Services (HPFS).

Perform security wipes on all machines being returned to HPFS or bought out by the client.

Control the shipping and receiving of machines going to or coming from other Mondelez locations in Canada or users homes if the user is a home based user.

Provide any other support as required by the client, and within the scope of the contract with the client.

User administration work via Active Directory, username, password, adding to groups, creating GPOs, etc.

Network Specialist Contracted by Provision IT Staffing

Ontario Financing Authority, Toronto, Ontario November 2014 – January 2016

Provided Tier 2/3 support to the helpdesk.

Install, evaluate, and present other backup solutions for management evaluation.

Perform daily backup status checks on key systems, being protected by UEB, CommVault Simpana 10.x.

Prepare and deliver daily backup status reports.

Investigate and resolve any issues with Backups.

Provided complete System Administration on various systems, including but not limited to Active Directory.

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Administer RSA system to allocate to users, secure physical and software tokens for remote access.

Administer MDM system to manage OFA owned iphones.

Respond to problem tickets and resolving them in a timely manner.

Review unassigned tickets and assign to groups or individuals best suited for resolution in a timely fashion.

Review tickets that are open past the SLA and follow up with the user and technician for status.

Perform project work as assigned, including rebuilding servers and upgrading to Windows server 2012.

Create virtual machines for testing and Production using VMware esxi 5.5.

Prepare documentation on various systems as well as documenting procedures.

Other duties as assigned, including participation in After Hours Support rotation.

System Administrator Contracted by TEKSystems

IKO Industries, Brampton, Ontario June 2014 – August 2014

Worked with other IKO team members to design, implement, and support various IT solutions.

Provided complete System Administration on various systems, including but not limited to Active Directory.

Provided support for the Citrix Environment which was used by 150 locations World Wide.

Performed Systems Administration for approximately 300 Windows servers (2000-2008 R2), virtual and physical, and production and non-production servers.

Monitored backups and provided full support for the CommVault Simpana v10 environment.

Built virtual servers and desktops using VMware 5.1.

Technical Consultant (Contract)

Sysoft Computer Consultants Ltd, Toronto, Ontario March 2014 – May 2014

Provided on-site and remote support for the various clients, workstations, laptops, printers, and servers.

Provided Citrix support for one of their largest clients.

Provided complete support for Active directory, including writing GPO’s.

Monitored backups and responded to failures on various backup platforms, from Backup exec to Datto.

Senior Technical Analyst (Contract)

Chartwell retirement Residences, Mississauga, Ontario November 2013 – March 2014

Created images to be used on the IBM thin clients, and rolled them out to replace older desktops and laptops at the long-term care facilities.

Project Lead on rolling out touch screens to the long-term care facilities, coordinated activities with cablers, and hardware vendors, ensuring work was completed correctly and in a timely manner.

Provided complete System Administration on various systems, including but not limited to Active Directory.

In conjunction with the Director of IT, BPMO and business personnel, assisted in the design, implementation and maintenance of new systems and solutions.

Assisted in the creation of test scripts, and the development, and implementation of GPO's.

Participated in the formulation of rollout and training plans associated with new solutions and technologies.

Analyzed and helped to resolve client and server-based issues and problems.

Provided direct support to front-line personnel.

Provided onsite one-on-one support and training, as required.

Produced high quality documentation, project plans, status reports, training material, as required.

Senior Technical Specialist

AGF Management/Investments, Toronto, Ontario November 2010 – June 2013

Technical lead in the designing, installing, configuring, and supporting of the Citrix VDI (virtual desktop) environment, including the 4 Citrix NetScalers, which were a main component in the overall design.

Tested, and prepared Wyse terminals to replace desktops as part of the Virtual Desktop project. Including working with the Desktop support team to use the Wyse management console to control the upgrading and configuration of the Wyse terminals.

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Designed and planned for the upgrade of the Citrix 4.5 environment to Citrix 6.5, and to use it in the VDI environment.

Produced monthly reports showing Citrix server availability, and application usage.

Responsible for the day to day operations, management, and support of the infrastructure applications.

Participated in the rotating after hours on call support for critical systems.

Performed Systems Administration for approximately 300 Windows servers (2000-2008R2), virtual and physical, and production and non-production servers.

Configured, installed, and supported virtual servers and desktops running on VMWare, and Hyper-V using SCVMM.

Played major role in recommending, reviewing, evaluating, designing and implementing new solutions to increase productivity and reduce costs.

Monitored production, development, and other servers deemed necessary using What's Up Gold, and System Center Operations Manager (SCOM), alerting the appropriate people when necessary.

Participated in the moves of the primary and disaster recovery datacenters.

Participated in the Yearly Disaster Recovery drills to the test the DR strategy of key business processes.

Performed upgrades to the Rightfax application and applied necessary patches when available, as well as designing and planning for the upgrade to Rightfax 10.5.

Performed regular maintenance, and upgrades to the Citrix farms, as well as the applications on the servers, including operating system patches, security releases, service packs etc...

Demonstrated leadership by providing guidance to more junior members of the team, and ensured that the proper processes were documented and followed.

Network Administrator

Bayshore Home Health, Mississauga, Ontario March, 2010 – October, 2010

Provide support for the company's Citrix Xenapp 5.0 farm, as well as the applications running on the servers.

Provide level 2 and greater support to over 1000 concurrent users logging into the servers to perform their daily tasks.

Primary SME on the support and administration on the 2 Citrix NetScalers.

Plan, test, implement, and document changes to the operating systems and software running on the servers while minimizing customer disruption.

Systems Analyst – Citrix Administrator

Ceridian Canada Ltd., Markham, Ontario April, 2007 – February, 2010

Supported the company’s 5+ Citrix farms, of approximately 100 servers, running Citrix Presentation Server 4.0 and 4.5 through server software installs including large scale deployments, and regular Citrix Rollups.

Designed, and implemented a reliable, Citrix testing and staging, area for controlled changes/upgrades to server or product software.

Planned, tested, documented, and communicated all changes to production servers to the Change Advisory Board (CAB) minimizing customer disruption.

Performed Systems Administration for over 100 Windows servers (2000-2008R2), virtual and physical, and production and non-production servers.

Documented new software and hardware systems adhering to technical standards and ensuring interoperability with the other servers.

Responded to emergency calls relating to server performance by participating in the afterhours on-call rotation schedule.

Supported Ceridian’s new and over 60,000 existing customers in a complex hosted Citrix environment.

Raised the bar for resolution time of service desk tickets, and received a Ceridian “STAR” award.

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Enterprise Technical Analyst – Portal Administrator

Maple Leaf Foods Inc., Mississauga, Ontario January, 2005 – February, 2007

Provided 24/7 support for the Corporate Portal including technical upgrades.

Designed the server infrastructure and worked with the Knowledge Management Portal Team to ensure the availability of the Portal, including SQL servers and databases.

Demonstrated exceptional teamwork skills while member of First Contact team during a very sensitive and large acquisition of Schneider Foods. The work done by this team was documented to be used a model for future acquisitions.

Designed, installed, fully supported and maintained all hardware, software, and SQL databases for the Corporate Livelink, and Portal Environments, using Windows SQL 2003 clusters to provide high availability.

Administered and maintained McAfee EPO for approximately 2000 servers and desktops.

Network Analyst

Maple Leaf Foods Inc., Mississauga, Ontario November, 1999 – January, 2005

Demonstrated cost and time savings of using a Citrix environment for various LAN based applications, saving the company money and allowing software to be centralized. This led to the expansion of the Citrix environment to include the HR system and Feed management systems, just to name a few.

Provided primary support to the Corporate Citrix Farm, Livelink Environments as well as Payroll Applications and MS Exchange.

Performed Systems Administration Globally for approximately 1000 Windows servers (2000-2008R2), virtual and physical, production and non-production servers.

Migrated servers and domains from any newly acquired companies, across Canada, USA, and the UK.

Worked with business analysts to create a system using Livelink to scan and store over 1000 daily invoices from poultry delivers, these could then be searched and reprinted if needed. This allowed the company to collect on accounts that had not been paid because proof of delivery could not be shown.

Spearheaded technical upgrades, merging 26 Hyperion Systems into a single Citrix Environment with a single Hyperion database, providing significant improvement with maintenance and efficiencies, reducing costs of future upgrades.

Technical member of the team that presented the technical aspects of the Hyperion project in a breakout session at the Global Hyperion Conference in Orlando, 2002.

Provided leadership and coaching of 1 of 4 technical teams during a migration across the Western Provinces, and exceeded performance standards for business requirements.

Administered and maintained McAfee EPO for over 2000 servers and desktops.

Technical Support Analyst / Sr. Computer Operator

Canada Bread Company Ltd., Etobicoke, Ontario September, 1996 – November, 1999

Provided support for the company's IBM ES9000 mainframe and the users of the mainframe system.

Run production schedules for payroll, accounting, as well as daily bakery productions.

Provided support for over 2000 users on the Novell and NT servers.

Implemented "lights out" maintenance tasks, to run over night as well as critical system backups creating valid backups instead of backups running while users were still on the system.

Implemented an alternative solution for widely dispersed Novell servers running the bakery division’s core systems. This brought all the Novell servers into a central location where the support was and provided remote access using Citrix’s Winframe software.

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Previous Experience

Prior to 1996, held several Sr. Computer Operator roles with Warner Lambert Inc. (Scarborough, Ontario), Ball Corporation (Muncie, Indiana), Ball Packaging Products Canada (Rexdale, Ontario)

Education and Professional Development

Certified CommVault Administrator CommVault (2012)

Computer Networking Engineering (Honors), Diploma Humber College (1996)

Computer Programmer Program (Honors), Diploma Humber College (1988)

Basic Administration for Citrix NetScaler Experior (2011)

Basic Administration for Citrix XenApp 6 Experior (2011)

Citrix Xendesktop: Administration Experior (2011)

Citrix Presentation Server 4.x Experior (2005)

Implementing, Managing & Maintaining a

Microsoft Windows Server 2003 Network Infrastructure TriOS (2004)

Citrix Metaframe XP with Feature Release 2 Experior (2003)

Designing a Microsoft Windows 2000 Directory Services Infrastructure TriOS (2002)

System Administration for Microsoft SQL Server 7.0 TriOS (2000)



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