PAOLO DISPENZA

** ****** ***** • Maple, Ontario • L6A 2M6

Phone: 416-***-****

E-mail: addll6@r.postjobfree.com

I.T. Consultant & Support Technician

Offering extensive experience, a distinguished track record, and demonstrated abilities in

Information Technology; areas of expertise and interest include:

Software/Hardware Support System/Network Support Client Service Troubleshooting

CAREER SUMMARY

Result-driven technology professional with solid hands-on technical skills (tier 1-3 level support) and knowledge, as well as experience in network and desktop hardware/software support for both PC and Mac. Proven ability to manage projects and consistently deliver within time and budget constraints. Outstanding communicator with a dedication to providing excellent services and ensuring internal/external client expectations are exceeded. Demonstrates willingness to learn new applications, software upgrades and hardware platforms to keep up with the continuously changing technological requirements of the organization

SUMMARY OF QUALIFICATIONS

Enthusiastic, proactive and self-motivated individual with a service-driven attitude

Strong organizational skills and detail-oriented approach managing several tasks simultaneously

Excellent interpersonal, written and oral communication skills

Strong analytical, reasoning and problem-solving skills (i.e. diagnose technical problems and implement troubleshooting skills)

Ability to add value in a team setting and excel working individually

Determine the most effective manner to solve incidents correctly and in a timely manner

Solid call-handling and customer relationship skills to ensure customer satisfaction with the ability to explain information technology topics to non-technical business/academic clients

Ensure that all of the terms and conditions specified in the organization’s Service Level Agreement are met

TECHNICAL SKILLS

Include, but not limited to:

In-depth knowledge and proficient experience with network and desktop hardware and software support for both PC (10+ years) and Mac (5+ years)

Ability to provide I.T. tools assistance to support clients’ desktop (i.e. remote support tools for desktops, software distribution tools, and train/coach/support client of tools component) (5+ years)

Strong knowledge and experience using a Service Desk Problem Management Software Program such as Remedy ARS, OTRS, Kayako, and Cayzu ticketing systems (5+ years)

Support experience with VPN, RAS, wireless access points, and wireless hand-held devices, such as Blackberry, iPhones, and Android devices (5+ years)

Solid experience with Windows XP, Vista, Windows 7, Windows 8/8.1 and Windows 10 (Professional) (7+ years); Server 2008 R2, Server 2012, Server 2012 R2, and Server 2016

Experience in creating users, changing user’s mailbox into a shared mailbox, email forwarding, “out of office” notices, and resetting passwords with Microsoft Exchange Online

Familiarity with Office 365

Working knowledge of AS400: creating users, varying users on or off

Created master images using Clonezilla server

Experience with setting up ADP (Automatic Data Processing) (i.e. Timeclock setup)

Strong knowledge of Hyper-V and VMware ESXI (7+ years)

Experience setting up Media Applications and streaming profiles with Citrix (5+ years)

Knowledge of ITIL (Information Technology Infrastructure Library) Service Management

EDUCATION

Network Engineering Diploma January 2008

triOS COLLEGE, Toronto, ON

SELECTED ACCOMPLISHMENTS AND PROFESSIONAL DEVELOPMENT

May 7, 2014: Achieved a Certificate of Completion for the Action Pack assessment course from Microsoft Partner Network

July 21, 2018: Successfully completed and earned a Canadian Red Cross Emergency First Aid CPR/AED – Level C Certificate

RELATED PROFESSIONAL EXPERIENCE

Technical Analyst III July 2019 - Present

COMPUTER WORX, Maple, ON

Contractor to Scotiabank (contract expires: 1 month)

SCCM – adding computers to collections

WaaS (Windows as a Service) – performing in-place upgrades from Windows 1607 and 1703 to 1809

MDT (Microsoft Deployment Tools) – setup deployment server, configure server with PXE, import drivers for new models, editing task sequences

Develop and maintain process documentations and familiarity with ServiceNow IT Service Management

Assist in the daily functions of the helpdesk system which includes the full support of the corporation, however, more focus with Windows 10 image related issues

Support Technician (Contractor) April 2013 – Present

COMPUTER WORX, Maple, ON

Perform diagnostic services such as: assessing operating system performance, removal of viruses and spyware, and removal of unnecessary start-up items

Assisted with setup services such as: installing the latest service packs, networking hardware (switches and routers), Custom Built Computers, Web Design, and Virtualization

Implement data services such as: backup/restore, hard drive cloning, disaster recovery, network cabling, and termination of ends

Experience with Microsoft Active Directory environment: Creating accounts, removing user accounts, setting expiry for accounts, and resetting passwords & MS Office Suite (including MS Word and MS Excel)

Perform maintenance services such as: Tune Up and computer upgrades for both PC and Macs (troubleshoot slow performance, add RAM, and upgrade hard drives

Deliver Business Consultation services such as: server installations, networking (switches, routers, wireless access points), and managed services (Help Desk, End User Computing, Hardware procurements, managed backup, remote support, system monitoring, system security, etc.)

System/Network Administrator October 2012 – April 2013

Cyberplex, Toronto, ON

Assist in the maintenance and build of the office networking components and systems, as well as the company’s client facing web hosting systems and services

Independently investigate and resolve technical challenges, or in other cases to work closely with the IT and other internal teams to assist or lead in the resolve of challenges

Trouble shooting hardware and software issues on handheld devices (i.e. assisted CEO), identify and report system stability/security risks and incident patterns for the mobile solution to manager

Provide training on the various mobile field service devices to field technicians as well as company personnel

Effectively manage and prioritise multiple responsibilities in an independent and reliable manner

Set-up and configure workstations and application/hosting servers

Propose and/or implement new technologies to aid and improve internal operations and/or client service offerings

Extensive experience with: Server 2016, Server 2012 R2, Server 2012, Server 2008 R2 64bit, Server 2003 R2 64bit, Active Directory – setting up user accounts, Norton Backup Exec. 10, VMware, Windows 7, Windows Vista, Windows XP and various Mac Operating Systems

System Administrator May 2012 – October 2012

MoodTM Entertainment, Concord, ON

First point of contact for all incoming support requests (from both corporate end-users and Puretracks consumers) and track all user requests and activities using appropriate ticketing solution

Provide break & fix support, as well as end-user training, on Microsoft (Windows XP/Vista/7) and Apple operating systems, including application support for Microsoft Office and common Internet Browsers

Provide Puretracks consumer support with web/email and voice calls, including consumer assistance in ordering, fulfillment and application bugs, etc.

Provide corporate audio/visual systems support, including but not limited to, Vidyo teleconferencing system as well as the related equipment

Resolve all incidents reported in a timely fashion or escalates to appropriate resources

Administer corporate desktops, printers and telephony systems

Provide on-call support coverage according to a pre-defined schedule after hours

Record, analyze, prioritize, escalate, track and provide feedback to the Team Leader when necessary

Desktop and Technical Support Associate January 2010 – May 2012

MacLaren McCann, Toronto, ON

Responsible for creating workstations (i.e. computer and media applications) for all new hires

Updated media applications every morning before users log on

Provided assistance and support to users in various offices across Canada

Rebuilt and managed Citrix Servers and update media applications on Citrix Servers

Built “Citrix Farm”, set up servers (2003 R2 64-bit & Windows Server 2008 R2 64-bit)

Set up both internal and external connections for client computers

Diagnosed and repaired computers experiencing both minor and major issues

Cloned hard drives

Demonstrated success in managing full project lifecycles resulting in savings for MacLaren McCann

Liaise and communicate with various departments on a regular basis

Created user accounts in Active Directory

Setup BlackBerry Smartphones through BES (BlackBerry Enterprise Server)

PROFESSIONAL REFERENCES

Available Upon Request

Contact this candidate