Resume

Sign in

Desktop Support Software

Location:
Toronto, ON, M4P 0A8, Canada
Posted:
January 16, 2020

Contact this candidate

Resume:

Objectives: To obtain a role as a Desktop Support Analyst.

Location: Mississauga or Downtown.

Main Technical Skills:

Windows 2000/XP, 2003/7, 8 & 10, 365 & Office 2003/2013, 2016, Cloud/O365, Lenovo, QByte, Novell 3.x– 5.x, NDS, Dos, UNIX, AIX, AS/400, Mainframe, MS-Access, ODBC, MS-Project, SQL Server, Ghosting, ArcServe, WiFi, Imaging, Antivirus Macafee, Norton, MS-Trend, GroupWise, Outlook, Exchange Server, Lotus Note R4, R5, PcAnywhere, Altiris, Telnet, FTP, Visio, Remedy, RSA, Citrix, MAC, RS/6000, OS390, Tandem, EDI, RPG/400, ERP, CATIA, PBX, Meridian System Option 11, Anaya, LAN/WAN, TCP/IP, ISDN, SNA, IPX/SPX, DHCP, DEC Hub & Routers, Bridges, Frame Relay, DB2, Cobol, TSO, JCL, MVS, VMS, RACF, ACF2, REXX, CICS, ISPF, TSO, IMS, CLIST, INFOMAN, SAS, JES2, Zeke, Endeavor, CA-7, CA-11, CA-Manager, MS-IIS, VMware, Blackberry, iPhone, OS/2, Active Directory, Web Portal, SharePoint, Entrust, MS Communicator, AutoCAD 2002-2007, Bentley, Plotters, Backup Exec, Ubuntu, PKI, Terminal Services, Adobe Acrobat, Primavera, PDF Converter, IVR, VPN, Wireless, BB 5, 10, TurboTax, RSA Secure ID, Genesys, ESMT, Lync2010, DRI, Entrust, VOIP (Cisco) Call Manager, MCP, MCDBA & MCSE Certified. Roll Out, Migration, IT Coordinator

and 4 years Manufacturing experience.

Profile:

- Incident Management, escalation, Strong problem-solving skills and attention to detail & Asset Management experience.

- Working experience with ticketing System (Remedy, Peregrine, OVSD, CGI, Jira, Service Now & Service First).

- Active Directory (Group Policies & Analysis) Add, Revoke, Change, Move, On boarding, PBX, Anaya, VOIP, iPhones, Blackberry & Adhoc

Reports Web Application, Change Requests, VMWare, ArcServe Backup experience.

- Intermediate to advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware,

- Peripherals, databases, networks, Operation, Vendor, Datacenter & utilizing and working with 3rd party datacentres Experience.

- Access Control Administrator (Mainframe ACF2 & RACF, AS/400, Novell NDS, Active Directory)

- Change management techniques ITIL/SDLC methodology & Excellent Customer Support, organizational & time Management skills & Meticulous.

Experience:

SpinMaster, Service Desk Analyst Aug 2019-Sep 9, 2019

Mac & Window Support, Software/Hardware imaging IBM Lenovo Laptop & Tablets & SCCM Project roll out SAP Patches Upgrade RAM for Lenovo Laptops.

The GTAA, (Pearson Airport) Consultant/Desktop Support (hardware rolls out project) Contract May 2019 – Jun 2019

ITSM tools such as ServiceNow, Summit Imaging Windows 10 in large enterprises Imaging hardware HP, Lenovo Laptops desktops, Source Pro Tabs GoTabs using SCCM. Asset Management etc.

Patheon/ThermoFisher Scientific, Desktop Engineer Dec. – Jan. 2019

-Application Packaging

-EUC Desk side support for Desktop, Laptop, IT hardware using SCCM

-Hand and Feet support for Datacenter

-Need to support on call support if any emergency

-Service Now Queue management.

-ITIL process knowledge (Incident, Request fulfillment, Change)

-Basic knowledge required in LAN, WAN.

-Imaging Laptops, Tape Management.

-Attending Customer meeting and gathering requirement for project

-Proactive communication with sponsors, stakeholders and team members

Barclays Capital Inc. (HP) Short Contract Desktop Support Americas Covering Vacation Apr 2018 - May 2018

- Desk side support, Troubleshooting hardware/Software support, Trade floor applications (Bloomberg / Reuters)

- IMACs, PC builds hardware and software Printers, Scanners troubleshooting etc.

LongView Global, VPN/CITRIX Migration/2nd Level Desktop Support Americas (short contract) Nov. 2017 Jan 2018

Migrate VPN/CITRIX Desktop support and provide superior customer service and is able to resolve technically complex SOC Incidents, aiming to minimize client downtime. Critical resource for the end users to attain support using Log me in and must be a good knowledge of VPN connection and also being able to trouble shoot VPN/Citrix connectivity &

critical white glove service role. As such the candidate must have excellent interpersonal skills (in person, over the phone and in writing) that can delight end users with their focus on superior service.

To provide supplemental support to Front Line teams with work intake and execution, client training as well as Knowledge Base documentation. This includes (but is not limited to) responding Local Desk Side Support, Security/Access Provisioning, Physical IT Moves (during and after-hours), Queue Management, Disaster Recovery Testing as well as Mobile Device Management.

Skills and abilities

5 to 8 years service desk experience; specifically help desk troubleshooting experience with Software/Hardware. Demonstrate experience triaging incidents related to Windows 7, 8 and Windows 10 as well as Laptop, Desktop, Tablets and Mobile Devices (Good, Android and Blackberry).

Strong knowledge of MS Active Directory, MS Exchange, MS Office including Office 2013, 2016 & 365, Cisco Jabber, Cisco Finesse, Logmein Rescue Technician Console, Microsoft Dynamics CRM BMC Remedy, Entrust, Skype for Business, Group Chat, SharePoint, Mobile Device Management (GOOD, AirWatch and/or BES) and VPN Solutions is required. The Trade floor support and VDI experience is a strong asset

The GTAA, Consultant/Desktop Support (Office 365 roll out project) May 2017 – Sep 2017

Upgrading MS Office to the latest version and need to upload all the relevant S/W to in about 1400 workstations across the GTAA using SCCM. Office 365, Skype for Business, OneDrive & other collaboration tools & Desktop Support for Airport Kiosk at Airside T1 & T3 using Windows 10 & Vision Box Applications.

UR-Channel Broadcasting Technical Care Center Representative Sep 2016 – Apr 2017

Superior Communications (short contract) IT Administrator Feb 2016 – Mar 2016

- Maintains, analyzes, troubleshoots, and repairs all computer systems, hardware and computer peripherals for the company.

- RF Guns, Zebra Label Printers and Recommends and schedules repairs.

- Installs new system and desktop software releases and upgrades, evaluates and installs patches and resolves related problems, maintains all software

licenses, insures software compliance is met, recommends desktop standards.

- Performs system backups and recovery, maintains data files and monitors systems configuration and capacity.

- Installs, configures and maintains organization's internal network.

- Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to LAN.

- Maintains DNS, DHCP, WINS, NAT, VOIP (Norstar) & internet connectivity, CRM.

- Maintains network security including: firewalls, remote access, VPN setup and administration, user passwords and security settings.

- Performs troubleshooting, maintenance, installation and repair of all network equipment for the company. Recommends and schedules upgrades and

repairs, using Lexmark laser printers and Zebra Thermal printers.

- Administers email including capacity planning, enforcement of user quotas, archival of historic data, backup and recovery of email sewer, migration to

new versions & application of software fixes and Performs basic support of voice communications system, replacing defective desk phones and/or

handsets, coordinating activities of outside maintenance vendors

- Administers voicemail by setting up new accounts, changing existing accounts, deleting unused accounts, backing up voicemail data.

- Coordinates vendor and consultant activity, supervises contract workers and consultants, as needed.

(TBS)Treasury Board Secretariat (Short Contract) Sys Admin/Ops support specialist/Procurement Sep. – Nov. 2014

Software/Hardware: BMC/Remedy, ESMT, Windows 7/8, Outlook, Office 10, BES 5, BES 10, Black Berry, Smart Phone, Lync.

Desktop:

- Ensures all provisioning of desktop hardware and software and other Infrastructure orders adhere to OPS

- procurement policies and that all requests are within approved I&IT Standards

- Tracks orders to approved costs, and to ensure on time delivery, expedites as required and controls receipt verification process.

- Facilitates an exception process where hardware and software requests are not approved standards

Network Access Services:

- Provision Network Access Services (WAN, LAN, WLAN, VPN, Firewall) requests

- Participate in bi-weekly Vendor meetings (Rogers, Bell, and Talus & Northern Telecom etc).

- Identified process issues and liaise between vendor/client/telecom

- Provided weekly status updates to telecom

- Provision Network Access Services requests, Attend Firewall meetings

Wire line Provisioner:

- Duties to include: add, change/modify, and delete wireline requests while adhering to OPS procurement policies

- Expedites escalations accordingly.

- Focused on maintaining high quality customer service as well as not missing commitments

- Utilize multiple application & resources to complete requests to add/change/modify and delete employee's account while adhering to best Practices

TTC, Service Desk Analyst (short Contract) Oct. 15 to Oct 29 2013

Software/Hardware:

Windows 7, 8, Office 2010, Black Berry, Laptops, Desktops, SQL, VPN, SAN, VMWare, UNIX, ITIL, Web Design, MOUS, WiFi, Service Now, Remedy, AS/400 & Novell.

- Responsible for providing computer hardware and software support, including incident identification, recording, classification, initial support,

investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are

maintained.

- Resolve quickly technical disruptions in service and provide effective responses to user inquiries.

- The Service Desk is the single point of contact for the organization when interacting with the IT-Services Department (Incident Management

- Process) and as such, Service Desk Analysts will be responsible for incidents/problems related to the hardware, software and network environment.

- Daily monitoring of the Support request mailbox & responsible for effectively diagnose and resolve technical problems that arise.

- Resolution includes escalation of incidents to the appropriate divisions within I.T. Services or to external vendors.

- Follow up entails timely feedback to clients as per agreed service levels.

- Responsible for the Commission’s hardware, software and telecommunication technologies.

- Excellent customer service and customer relations are required.

Took Time off July 2012- Sep 2013

CIBC Bank, Sr. Application Support Analyst (Production Application Support, Wealth Management). July 2011- June 2012

Software/Hardware:

Windows 2003, Office 2007, UNIX (.ksh), Unicenter AutoSys Job Management, HP Load Runner, ThomsonOne, HP Quality Center, SQL, ITIL, (UNIX, Sybase, Solaris), Mainframe, Broadridge, VNC, Putty, Feedhub, AS/400, ServiceNow, VMware.

- Provide day-to-day support and maintenance and technical expertise for operational initiatives as they relate to the implementation and support of

application and/or infrastructure technology on multiple Data warehouse/Brokerage systems.

- Supporting technical tools such as Solaris, Windows, Red Hat Linux, Autosys Scheduling, FeedHub, Tumbleweed File Transfer or related hardware and

software applications change requests.

-First contact at 2nd level support or escalation point from analysts & daily monitoring of the Support request mailbox.

-Perform overnight batch processing, market and client connectivity to ensure technology readiness and availability.

-Performing Failover, fail back and regression test, some UAT/BAT testing (carry a pager 7/24).

-Evaluate service requests to ensure adherence to standards and processes, identifying inconsistencies, analyzing potential impact and taking

appropriate action. Escalate more complex issues / concerns, along with alternative recommendations for resolution to next level.

-Diagnosing and correlating all necessary information to determine the appropriate course of action for low to moderate complexity situations and

escalating unresolved issues as appropriate.

-Identifying opportunities and making recommendations to increase effectiveness and efficiency (e.g., deployment methodologies).

-Application Maintenance Knowledge of and experience with defining, implementing changes to, and supporting a production application.

-Technical Troubleshooting Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software,

application or operational) problems & Producing Adhoc reports.

-Managing Multiple Priorities and Ability to manage multiple concurrent objectives, projects, groups or activities. effective judgment in prioritizing and

time allocation.

B2B Trust (Laurentian Bank of Canada) Systems Support Analyst Feb.2010-May 2011

Software/Hardware:

Windows XP MS-IIS, Outlook2003, AS/400, Dell hardware, Blackberry, iPhone, Active Directory, Bill 198, AML, Terminal Services, Dashboard, Adobe Acrobat, PDF Converter, SharePoint, VPN, RSA Secure ID, ITIL, Meridian phone, VNC, Putty, JAVA, Financial software, VMware, FundSERV & WiFi.

- Answer all incoming 2, 3 level requests, dispatch, e-mailed, Web, Telephone, troubleshoot, resolve reported issues, by providing resolution to the

user Document all request information via CGI Client ticket tracking software.

-Provided exceptional all level technical support to users regarding common desktop/server applications reducing calls

-Ensure system availability & keep track of purchases/disposals, deployment, coordination & process flows (inventory).

-Data integrity via industry best practices maintenance and backup procedures.

-Daily monitoring of the Support request mailbox & monitors usage of electronic imaging systems and its components.

-Prepares weekly/monthly usage summaries.

-Use judgment and experience to select methods and techniques for obtaining solutions.

-Install and Configure solution, Support SharePoint Web application and Forms.

-Liaise with FundSERV, Prioritizing & resolving CGI tickets and vendors.

-Performs test on all hardware and software upgrades for the electronic imaging system and its peripherals.

-Analyze business and technical requirements & creating Adhoc Reports.

-Deliver Change Requests & onsite knowledge transfer.

-Identifies client needs, analyzes and interprets various data, proposes solutions to any discrepancies/irregularities and submits recommendations to

improve work applications, systems and processes.

-Ensures the accuracy of data and operations to comply with the current legislation, as well as with policies and procedures.

Worley Parsons M & M, ICT Support/Database Administrator / IT Coordinator Sep. 2007- Mar. 2009

Software/Hardware:

Windows XP/Vista MS-IIS, Outlook2003, MS-Access, Citrix, MicroStation, Bentley, AutoCAD 2002-2006, Plotters, Scanners, SolidWorks, FloWorks, Simulation, Dell hardware, Nuance, Blackberry, iPhone, Backup Exec, Active Directory, Primavera, Adobe Acrobat, MetaData, Visio, Trend Micro, PDF Converter, Ubuntu, SharePoint, VPN, Genesys, VMware, VOIP (Cisco), Video Conferencing, VNC, VLAN, WiFi, Putty, JAVA.

-As part of the IT Infrastructure and Operations, this position is responsible for coordinating IT operations to maintain a high level of customer service delivering solutions and equipment, information and training, changes to functionality and system access, and problem resolution. This position will be responsible for process improvement, data reporting and analysis, performance monitoring, coordinating service desk staff resources and administrative support for inventory management, IT training and project management services for desktop projects.

-Purchase and setup of new desktop, laptops, Blackberry equipment as needed for designated facilities and comply with SLA support

-Provided exceptional all level technical support to users regarding common Database, desktop/server applications reducing calls

-Identified and resolved basic system operational issues, Imaging & Configuring Desktops/Laptops increasing user efficiency and reducing downtime.

-Assisted and tracked new user deployments as per SLA’s, created and updated knowledgebase database cutting downtime

-Responsible for the administration of the systems, configuring moves, adds and changes on the voice network in conjunction with providers.

-Monitored and kept track of all IT-related assets deployed to maintain an up-to-date inventory database, including changes to system configurations

and updates. Provide sharepoint access, application & Forms support.

-Established and maintained user accounts with appropriate access rights in the various applications issues achieving up to date database

-Provided operational support to users by answering questions regarding the application; provided training, testing, and escalating software and

hardware support issues eliminating discrepancies and downtime

-Responsible for the administration of the VOIP, configuring moves adds & changes on the voice network.

-Regularly updated inventory changes or modifications to maintain software and hardware inventory database

-Analyzed installed software licenses and ensure compliance with license agreements and advise management of any possible risks

-Inventory, Asset Management testing hardware/software data through a variety of data sources (Asset Management, Active Directory & database).

-Validate, prepare and submit hardware and software license orders and maintenance renewals for PO Processing & creating Adhoc reports.

-Tracked all loaner devices to ensure restoration of default settings upon return of all loaner devices

-Daily monitoring of the Support request mailbox & tracked internal phone systems and phone deployments to maintain departmental assets

-Tracked mobile device deployments to assist with mobile device assets database upgrades

-Assisted users with setup of boardroom equipment and common equipment, such as conference phones, Wireless connection, web conference

services, projectors eliminating meeting downtime

Manulife Financial (Equinox Financial Group Inc.) Systems Analyst-Operation (closed down) May.2006-July.2007

Software/Hardware:

MS2000/2003 Server, Windows 2000/XP, MS-IIS, MS-Exchange 5.5/2003, SharePoint, Citirx, Novell NetWare, ArcServe, Backup Exec, Blackberry, Active Directory, MS-Terminal Services, VNC, Putty, Adobe Acrobat, Visio, ITIL, Check Point NG Firewall, 8MM, DLT VMWare, DMS, & EDI.

-Administered and provided troubleshooting to the local area network and messaging infrastructure ensuring efficiency

-Acted as Production Support for Critical Applications with appropriate business units to provide analysis research, investigation and resolution of

problems associated with critical data process and web services

-Provided Desktop Support, problem analysis, research, investigation and resolution of all aspects of Equinox desktops including Operating System,

-Business Application, Change Requests and Hardware ensuring all deadlines were met

-Processed distribution integrator to notify key stakeholders in the delivery and status of data feeds received from Equinox’s Insurance Company

-Partners & provide SharePoint user support forms and Application.

-Importing and processing of 3rd party files from (Sun Life, London Life, GWL, etc.)

-Reviewed automated commission batch reports generated from data feeds to notify stakeholders of any inconsistencies

-Provided Windows Agency Management System Support, problem analysis, research, investigation and resolution for technical problems associated

with AMS and creating different Adhoc reports.

-Performed daily Backup and Region Restore to ensure quality of development (work with 3rd party Development team).

Hewlett-Packard (Credit Suisse Bank) Technical Support Specialist (Role moved to Costa Rica). Aug.2004-Apr.2006

Software/Hardware:

Windows 2000, XP, Remedy 5.0, Outlook2003, UNIX, SUN 05, Solaris, Mainframe, AS/400, Exceed, Altiris 6.0, Enterprise Administrator 4.5, Citrix Active Directory, Web Registry, Java, Perl, RDBMS, GAC Explorer, VPN Client 04, RAS, Anaya, Blackberry, Safe boot, Concur, Terminal Server, Dustpan, MS Project, Visio, Web Portal Services, Adobe Acrobat, IVR, Wife, Bloomberg, Reuters, Clear case, Cobra, Pass, ACE Server, DRA, Document Managements Intellimatch/Intellitracs, CSFB, FundSERV, Fixed Income, Bloomberg, Thomson One, Fids, Equities, Derivatives, ITIL, RSA Secure ID, HP Quality Centre, Automated Call Distribution (ACD) System.

-Provide Trade Floor support for Remote Traders, MD’s VP’s IT staff & end-users issues called into the Information Technology concerning

-Hardware, Software and Application issues to (Japan, Singapore, Dublin, Zurich, America’s)

-Troubleshoot and solve Hardware, Software and Application issues on Desktops/laptops

-Maintained and kept up to date all Remedy service tickets assigned to me.

-Diagnosed and resolved software problems or conflicts.

-Customized software, hardware, to answering technical questions

-Ran on-site workshops or training programs for clients

-Answer phone calls from users, in order to resolve specific problems

-Used automated diagnostic programs to solve problems, Write training manuals and/or train users.

-Provided Database support of both internal and external customers

-Installed and configured PCs, servers, hardware, software application etc.

-Experienced in project and resources management & Web Portal applications/forms support to end users.

-Validate customers, equipment and Service Level Agreements (SLA's) through appropriate databases and tools and enter all call details into the

-Call Management Systems, develop/update existing system/technical user documentation.

RBC Financial Group Help Desk (Contract) Dec. 2003- Jun. 2004

Software/Hardware:

Windows 2000, XP, Client Link, Outlook, Client Source, Entrust, CRM, MS-Access, BTS, Otis, Entrust, Flex Docunet, Messagenet, Bankwire, ILX, Banter.

- Supporting clients using e-mail, phone

- Ability to take ownership and follow through to appropriate resolution.

- Excellent technology skills, from Operating Systems to Trading Applications

- High attention to detail and exceptional technical knowledge

- Customized software, hardware, to answering technical questions

- Provided Database support of both internal and external customers

- Diagnosed and resolved software problems or conflicts.

- Helping Client with their RRSPs, RRIFs, mutual funds and other investment products.

GSK (Glaxo Smith Kline), IT Support Specialist (Contract). Apr.2001-Dec.2001

Software/Hardware:

Win 2000, NT, Unix, AS\400, Attachmate Rally\400, Outlook/Exchange, Office97, Power Play 6.5, MS-Project98, RAS, ITIL, SAS v612 & 8.1, Citrix, Remedy 4.0, Exceed v6.1, RSA Secure ID, Lotus Notes, Hummingbird, Cognos, HP, Xerox printer, IBM ThinkPad 600E, 600x, T21, T22, Dell LS.

-Supported, maintained and trouble shoot existing systems tools and applications in the client areas primarily remote field-based staff

-Work with the Manager, IT R&D and client areas to manage the IT workload, reviewed priorities and coordinated work assignments

-Developed Systems requirements and specifications for system enhancements and/or new systems

-Planned and coordinated small and medium size system implementations e.g. new global system to be deployed

-Worked with IT Infrastructure areas to plan and assist in the deployment of new standard software releases

-Planned, coordinated, monitored and executed project tasks, gaining the cooperation of other internal GSK IT areas, GSK World Wide IS teams,

-external vendors In order to meet customer needs and deadline

-Established and maintained good relations with GSK World Wide IS teams and ensure alignment with International IT strategies

-Worked within the GSK technology standards and processed for systems design and implementation and Project Management ensuring good working

relations with external vendors and service providers

-Developed and maintained close IT team and Client working relationships

-Coached and skills transfer to/from other team members for cross training and backup purposes

Management Board Secretariat, Security Specialist (Business Resumption & Planning). Jun.2000-Mar.2001

Software/Hardware:

NT, Unix, Pearl, Compaq, HP, Novell Netware 5.0, GroupWise 5.2, MS-Office 2000, SUN, Stratus, Perl, RDBMS, Visio, DASD, IBM/MVS, ACF2 RACF, IMS, DB2, CICS, TSO, VTAM, NCP, Netview, Access, DRI, PKI, CA1, CA7, JCL, ITIL, REXX/CLIST, FoxPro.

-Coordinated a variety of contingency planning and development projects and provided leadership to technical teams, representatives from corporate

emergency measure specialists and vendor representatives to developed and recommend resource estimation and scheduled forprojects, monitored

project activities and provided regular status reports

-Provided technical consultation and advisory services to ministry clients including risk analysis, business impact analysis and contingency planning of

telecommunications and data processing systems, conducting feasibility studies and cost and benefit analysis of various contingency methodologies

and service solutions to determine their applicability in meeting corporate and client business requirements

-Provided technical expertise in the development, implementation and maintenance of business resumption and disaster recovery plans, emergency

escalation procedures and contingency testing strategies

-Developed and tested action plans for the restoration of damaged computer and telecommunication systems and facilities as a result of disasters,

major power outages or other circumstances by assessing loss, consulting with bell, hydro and vendors, and determining requirements to re-activate

services and preparing summary and status reports for senior Management and affected client ministries

Compaq & EQAO (Education Quality and Accountability Office), End User Support (Contract) Jul.1999-Dec.1999

Software/Hardware:

Group Wise 5.2, Novell 5.0, Window NT, 95/98, 2000, MAC, MS-Access, MS Office Pro., MS-Office 2000, Corel Office Suite 8, ArcServe 6.1, DLT, VLAN, FaxServe, Printers, Scanners, Compaq Armada 700 & 750, T21,T22.

-Supported Server/Desktop application base system in IT department

-Resolve IT incidents quickly in a high-pressure ITIL Service Desk environment providing support to users to minimize interruptions in services.

-Assisted with Y2K projects

-Unpacked and configured new Hardware Systems as per application requests from the business line areas Configured software installations and

upgrades to a new and existing hardware

-Collected Data from user/client and coordinated Database

-Deployed Laptops and Desktops as per business line areas

-Database Administrator, Supported Wire Less LAN

Ministry of Municipal Affairs & Housing, IT Consultant (Contract). Mar.1999-Jun.1999

Software/Hardware:

NT4.0, Win95/98, LAN/WAN, Remedy 3.2, GroupWise 5.2, Novell 4.1, Oracle database servers, WP 8.x, Cisco Internet Access, Coral Draw, MS-Office97, LAN Desk & Manage Wise, AS/400, Mainframe, HP LJ, 3Com.

-The LAN/WAN has approximately 1500 users, 30 remote locations

-Reported to the Manager of LAN Operations

-Resolve IT incidents quickly in a high-pressure ITIL Service Desk environment providing support to users to minimize interruptions in services.

-Provided knowledge transfer to Client and other support team member

-Provided one and one & telephone support to resolve operational and/or user related problems

-Quickly analyzed reported problems and determine next steps for problem resolution

-Provided support using Intel LANDesk & Manage Wise, performed other projects as assigned

Globelle Corp. System Support Supervisor (Temp). Oct.1998-Jan.1999

Software/Hardware:

Win95, NT4.1, AS/400, RF (hand held scanner) UNIX HP9000, MAC, Pearl, CISCO, LAN/WAN, GroupWise 5.2, Novell 4.11, Lotus Notes, MS-Office97, Coral suite 8.0, Client Access, NS/Router, Reflection, ArcServe 6.1, DLT, HP LaserJet & Lexmark printer Boarder manager, RF Scanner, printer, Frame Relay, Aspect Phone System.

-Maintained a high degree of familiarity with Globelle current deployment of Software & hardware (asset management) in place

-Maintained a high degree of familiarity with new and emerging technologies that could assist Globelle in the exploitation of computing power

-Assisted in the development and deployment of Year 2000 plan, by reviewing all system throughout the organization

-Developed a disaster recovery plan which includes the prevention, recovery and contingencies to ensure recovery with a minimal impact.

-Developed, implemented and monitored system Security to ensure that Globelle is protected against all internal and external non-authorized use

-Supervised and coordinated the efforts of the other Support team members as well as participated in the periodic performance review of the staff

-Participated in the hiring and supervising of other System Support team members as the need arises

-Determined and Executed Daily Backup and Recovery of all the systems to protect system down time.

-Provided all levels of support to Lotus Notes end users, creation, deletions, updates, mail file moves, resolve, schedule and calendar issues as they

come up, develop/update existing system/technical user documentation.

ITT Automotive (Division of ITT Industries of Canada Ltd. Dec.1994-Sep.1998 Program Analyst/LAN &WAN Administrator (Moved to Mexico).

Software/Hardware:

Windows 3.1, 95, 98, NT 3.5, AS/400 RPG/400, Rumba, ERP, Ms-Office/95, RS/6000, AIX/6000, TCP/IP, EDI (810, 850, 855, 856), SAA 2.0, Future3, PRMS, Fusion,T1, DEC Brouter 90T1, ISDN, SMC & D-Link Hubs, Frame



Contact this candidate