Technical Support L2

Philippe Owen

613-***-****, ****@******.**

PROFILE

Philippe is a Senior Technical Educator with over 20 years’ experience providing bilingual education and desk side support services for problem resolutions of hardware, software, and network issues. He possesses a keen ability to identify and understand user issues and apply practical knowledge and experience to rectify the issue(s). He possesses excellent interpersonal and communication skills coupled with detail-oriented documentations abilities. Philippe offers experience with a wide variety of hardware and software components and is able to provide proficient troubleshooting, advice, and technical guidance within a classroom environment. Presently freelancing per diem with HS Consulting.

EDUCATION

Condominium Directors, Ontario, 1995

Certified Novell Engineer, CareerPro Training Inc. in alliance with NetVision, 1996

Bachelor of Arts, Ottawa University, Ottawa – 2001

École des adultes Le Carrefour, l’application des logiciels de la suite MS Office (Outlook, Word et Excel); French version 2007

MCSE 2003 with CCNA certificate program, Willis Business College – 2008

Microsoft /VMWare certification 2012

International College Of Applied Linguistics, Certificate, English as a second language, 2005

SUMMARY OF Experience

Helpdesk services contract, Secret, bilingual, New Computer Hardware setups, Account creations, Account Lockout & Password resets, Disposal of IT equipment, Roll outs of new IT equipment, Printers, IT equipment loan requests, Boardroom/Conference setups, Office moves, private networks

●on-site technical support to clients in a Windows 2000, XP, Windows 7 and Windows 10 desktop environment including laptops and printers repair, Dell and HP, Blackberry, Iphone and Ipad.

●provided user and network support in a Windows 2003/2008 network environment utilizing 2003/2008 user computer accounts and service administration in Windows Active Directory (AD)

●used Help Desk management software (Magic, BMC Remedy) to receive, log, track and document all trouble calls

●Help Desk management software to receive, log, track and document all trouble calls (BMC)

●Help and support for RDIMS, GCDocs, secure documentation and virtual server upgrade

●configure management database (CMDB) and process integration, (System Center Operations Manager), System Center Configuration Manager and Active Directory Domain Services

●familiar with administration and employee processes, knowledge center, INFC blackberry program

●connectivity testing and server maintenance

Server Services Contract

Centrally deploy patches to physical & virtual Windows® desktops & servers with pre-built, tested patches from vendors such as Adobe®, Apple®, Google®, Mozilla®, Oracle®

Understanding Novell DNS and Microsoft Active directory, practice and use of concepts and terminology, incremental updates, NDS replication techniques, rebuilding catalogs, attribute-level security, inherent scalability, global root, fully distinguished name containing DNS

Working with databases, migration, deployment, Imaging, MS Access, Visual basic

experienced with SCCM on Windows 10 operating systems, image creation, application packaging

VDI hosts desktop environments on a centralized server and deploys them to end-users on request allowing the user to connect to their virtual desktop or applications from any device

Typical duties may included Install, configure and maintain Windows 2008 and Windows 2003 servers, Provide server and network monitoring, Used IM/IT security techniques and standards to manage LAN accounts and control user access, Provided advice to application developers with regards to best practices and policies when coding applications based on specific hardware architectures, Used problem reporting system to track IT related problems and changes, Plan, design, develop and implement computing technology. Use of Cisco command line with proprietary hardware. Required education to clients.

Dell Canada, Jan.-Aug. 2008

Senior Technical Support Representative & Resolution Specialist

Troubleshooting, resolving client’s calls related to Microsoft Windows Office, Vista, Dell computer hardware and software, highest level of Dell XPS. Mentor program and team leader training.

Sitel Corporation, Feb.-Dec. 2007

Technical software helpdesk support, via phone for Sunrocket and Dell contracts with Sitel: HP Verizon EMAIL commercial account T2 level support to corporate clients, exchange, and provided technical support for VOIP devices, escalation and Tier 2 support. Developed new procedures for resolving chronic symptoms. Resolved customers' problems in a professional and prompt manner. Analyzed and developed workarounds to difficult problems for timely solutions. Researched and communicated technical information, concepts and solutions. Inputted accurate data in all required systems, including offered solutions.

HS Consulting (Partnership) 1993-Present

Many years of progressive education in systems analysis, Network administration and business process. Providing advance technical support such as installing, configuring and troubleshooting Novell Network and Microsoft products. Microsoft Partner-Reseller Licensing. VMware.

LANGUAGE: English and French, some Spanish, Italian, Japanese

SECURITY CLEARANCE: contact PSPC (PWGSC)

RECENT PROFESSIONAL EXPERIENCE

Over ten years experience with federal and private sector troubleshooting windows deployment issues, compatibility issues WINDOWS 10 and MICROSOFT OFFICE 2010, third party management of SCCM documenting with BMC/REMEDY/SMART. Experience with logging script through VB. Regular creation of MSI packaging for software deployment. This includes CMD and Powershell on qualified servers. Compliance and upgrading of Microsoft skills.

Project 13

Freelance Client support (working with multiple private organizations - including gaps) October 2018 - Present

●Support users Desktop Hardware, Laptop, Tablets, Mobile/Desktop phones, Software and OS, at remote location

●Support users on issues with Microsoft Office and Windows 7 & 10

●Support users wireless and LAN/WAN network connectivity.

●Experience in Desktop support, Win7/10, Working with Help Desks, MS Office, Productivity and Antivirus Software.

●Upgraded Training, certification or qualifications in the IT area and strong verbal and written skills and excellent customer service skills.

●PC’s built and installed in various locations in the Ottawa area. Wired and wireless installation. Deployed windows imaging and upgrades.

●produced zoom and audio/video sessions, upgraded webinar and skill through product knowledge

Project 12

Compliance Lead, Agriculture Canada, June 2018 – September 2018

Project description: Agriculture and Agri-Food Canada (AAFC) is currently on the Windows 7 and MS Office 2010 platform. This platform was deployed in 2012 as part of the Knowledge Workspace Project. AAFC is now planning to test and deploy Windows 10 and Office 2016 to become compliant with the Government of Canada’s (GC) Common Desktop Operating Environment (CDOE). This project is known as the Common Desktop Operating Environment Migration Project. The Common Desktop Operating Environment Migration Project was approved for commencement in September 2017 and will be completed during the first quarter of fiscal year 2018-2019. The deployment is expected to impact approximately 7,200 staff and 8,000 workstations.

●Worked as MS Office compliance lead in project

●Demonstrated skills with MS Office migrations including document conversion, testing, issue remediation

●Exhibiting excellent communication and organizational skills

The services to be provided by the MS Office Compliance Lead may include, but are not limited to:

Act as a liaison with Branch representatives to ensure potential issues have identified regarding the migration of documents, templates and macros to MS Office 2016;

Work with data owners to migrate and resolve data issues;

Identification of required test environments to be used to test documents, templates and macros.

Establish Processes in support of

Testing and reporting

Reporting issues to the project and tracking their resolution

Report and track failed documents, templates and macros;

Provide input into the project core team; and

Provide input into the project technical working group.

Upon exit, ensure that all knowledge and process developed through this contract is passed onto fulltime AAFC employees to ensure a smooth transition to the Steady State activities.

Tools: Assyst tracking, Secret Security

Project 11

Help Desk level 3, Privy Council Office, August 2017 – November 2017

Project Description:

Configured and troubleshooting for third party connectors and multiple monitor configuration with switch box and upgrades from vga to display connectors. Recognize life cycle and suggest replacement. Worked closely with the scheduling clerk to cluster over 1400 units to assigned clients and locations. This was a 4.5-million-dollar project with over thirty employees. I worked in the deployment team educating and verifying work pairing with the discovery and deployment of the hardware. Additional tasks included the education of windows ten operating system and the new Microsoft Surface Pro 4. I contributed to the configuration of the enterprise windows operating system and reported on SharePoint and edocs.

The services to be provided may include, but are not limited to:

Evaluates, installs, maintains, troubleshoots, upgrades, documents and administers the use and replacement of workstations and peripheral equipment, related operating system software. Refers problems to the next level of support as required.

Assists in the planning and coordination of setups for new groups and off-site events.

Identifies, assesses and resolves operational and connectivity problems, and provides technical and operational assistance for network, computers, telework, satellite offices, mobile wireless devices and peripheral equipment for users that use the technology.

Assesses/evaluates the impact of hardware and software changes on the computing environment.

Supports IT asset acquisition and life cycle management.

Provides advice on various technical subjects such as network operating systems, application and enterprise software’s network interoperability, standards, protocols and utilities to clients and colleagues.

Produces basic system and technical documentation which includes the preparation of desk procedures destined for IT Support staff.

Prepares reports, and written correspondence on technical matters that may include the identification and distribution of new computers and peripherals under the capital replacement program.

Prepares and delivers training sessions on components of the IT infrastructure and their operation.

Conducts first level support to assist users with approved classes of COMSEC equipment such as secure faxes and STE devices.

Provides VIP-level IT support to senior civil servants (Clerk of the Privy Council, National Security Advisor, several Assistant Deputy Ministers and Assistant Secretaries to the Cabinet and their staff) and several Ministerial offices (Prime Minister, Minister of Democratic Institutions, Minister of Leader of the Government in the House of Commons and their staff).

Project 10

Computer Application Support, DND, December 2015 - October 2016

Managed a Microsoft windows ten image with group policy for use on end user workstations.

Imaging, SCCM deployment Win7, staging, pc hardware. Active directory, new-user creation, password reset, group policy, ip resets, troubleshooting Hamas Housing, IE, StormShield, Symantec EndPoint,

Serviced updates on production-based programs.

Gpupdate, Phoenix, network, printer install, troubleshoot spoolers, controllers, remote assist, desktop remote, BMC TrackIT inventory, new hardware assignment,

Maintained support of security authorization signatures for Microsoft windows environment.

MyKey, CD burner, Lexmark, Configuration Manager, Run Advertised Programs, BMC TrackIT Technician Client, Troubleshooting ADI.

Provided technical support for installation and maintenance of base programs.

Outlook Exchange, outlook share email, delegate, BlackBerry Classic, deployment, staging, packaging, shipping laptops as per regulation, registering and upkeep of inventory with TrackIT tools.

Project 9

Service Desk Support - Treasury Board, May 2015 - September 2015

Project description

Responds to all client service request calls coming into the ITS Service Desk by: recording call information in the incident management application; analyzing and correctly diagnosing hardware, software, communications and application problems; providing first line of support for resolving calls, including resolving problems remotely using automated tools; administering network account requests to create new network and e-mail accounts; create/modify access to shares / mailboxes, reset passwords, installing/maintaining thin clients, configuring hardware as per standards combined with client requirements ;

Maintaining spare parts inventory with records of allocation; distributing software to clients via SCCM or Remote Manual Installations; determining and effecting appropriate solutions, or determining alternative appropriate solution provider within ITS, and routing call information to appropriate staff; monitoring the status of outstanding calls and conducting follow-up calls with clients; and escalating problem calls to the Group Lead or Portfolio Coordinator and appropriate branch managers.

Active Directory & MS-Exchange, System Center Configuration Manager. Extensive knowledge of Windows desktop operating system ie: Windows 7; HP-Openview concept, Knowledge of Incident Tracking and Request Management tools; Computing environments including networks, servers, operating systems, platforms, etc. PC hardware components, as well as familiarity with printers and other peripherals. Microsoft Office Suite 2013.

Follow and understand documented procedures, Works well within a team; offer guidance and support to co-workers. Work independently and with others to solve problems, Consult one on one with users, analyze their needs and recommend solutions, Manage multiple tasks at the same time; prioritize responsibilities and work under pressure. IT Services Management Practices (i.e. ITIL) foundation certification.

Project 8

L2 technical Support - NRC January 2015 - April 2015

Staging and deployment of hundreds of new laptops and docking stations.

Alteris discovers the client and pushes its own client.

Deployment Data Jack.

GPupdate /force in order to push the Device certification and the new GPO policy set.

Deployment of Office 2013, Windows 7, various Federal Government working tools.

Packaging and labelling of secured laptops as per secure procedure 802.1, mac addressing, cross over with Juniper switches, assisting SSC in order to confirm end-to-end connectivity for the end-users.

Microsoft Office Suite 2013.

Project 7

L2 technical Support City of Ottawa, January 2014 - April 2014

Desktop support, NDS, Microsoft exchange, account creation, pw reset, general troubleshooting Office 2010

Project 6

Technical Support - Department of Public Works, June 2013–October 2013

Secteur de la Sécurité Industrielle, TPSGC/Industrial Security Sector, PWGSC,

Providing problem recognition, isolation, research, resolution and follow-up

Providing 2nd level technical support, prepared media for recycle

Providing systems administration duties such as creating and maintaining network accounts, ITAM Asset Management related duties. Escalating more complex problems to senior support personnel to expedite resolution, Ensuring technical support issues are resolved in a prompt and efficient manner

Organized and implemented a client move for pc related hardware. Approximately 200 departmental workstations at one physical location. Workstations were replaced and upgraded. This involved removing old hardware and moving the client to a new physical location and reassembling sometimes with new hardware or existing hardware and put in good working order, in a minimum of time. Testing connections and roaming profile if necessary. Supported Microsoft Office XP/2003/2007/2010

Working with databases, migration, deployment, Imaging, MS Access, Visual basic

Project 5

L2 technical Support - National Research Council, June 2013- July 2013

Provide user advisory and information services through the NCR Service Desk, including responding to inquiries on NCR IT subjects of a general nature.

Provide the initial point of contact for technical help in the case of individual users experiencing problems with the use of network hardware, software and applications.

Conducted first-level and second-level problem determination and analysis on all client calls. Second level support tasks include on-site repairs. On-site support tasks, included. repairs, replacing hardware, or knowledge transfer sessions, anything involving directly working with users.

Respond to incoming calls received by the NCR Service Desk, which includes troubleshooting and responding to user problems over the telephone.

Use of recognized Service Desk software (BMC Magic) to receive, log and track all trouble calls and record all actions taken, up to problem resolution.

Update client information/address in the Service Desk database as required. (Microsoft NDS)

Isolate problems and give follow-up instruction as required to reduce the overall number of trouble calls.

Conduct follow-up activities with clients to ensure all problems are resolved to the client's satisfaction, according to Service Level Agreements some requiring on-site instruction.

Follow all policies and procedures as directed by the assigned Manager and /or team leader.

Supported Microsoft Office XP/2003/2007/2010

Troubleshooting Network Connections, Java and Browser issues, Supported Microsoft Office XP/2003/2007/2010 AD Object creation and management SOP, New Employee, Distribution Lists, Privileged Accounts, Generic Calendars, Permissions, Generic mailboxes, Mail enable, Generic users, Security Groups, Appointment Bookings, NRC-ITSS Sigma Account creation, Enroll/recover Entrust Digital ID, NRC Zone Intranet. Familiar with Cisco command line interface administration.

Project 4

Technical Support CS1- Department of Foreign Affairs, May 2012-Sept. 2012

Assisting clients connecting from home to the office with Citrix Remote access with Windows//Mac

Resetting of eToken passwords so that client can login remotely, using Etoken Management System

Re-initializing and redistribution of eTokens. Training clients on the use of eTokens on-site and over the phone.

Assisted in the management of Blackberry devices, bridging, admin access on site and over the phone when needed. Dispatching tickets to the 2nd level technicians to further troubleshoot hands-on issues with clients

Connect via SMS to clients to troubleshoot various software issues

Troubleshooting skills includes Enterprise Task Manager Applications on a c5 network level, personal experience with travel standards in different countries proved valuable, master ticket assessment Syrian evacuation 2012.

Environments: Windows XP, 7, 8.1, 10, Mac OS X, Microsoft Office XP/2003/2007/2019, Novell Zenworks, Blackberry Desktop Manager, Adobe Acrobat Pro, Hummingbird v.5.1 /RIDIMS, Citrix Remote Access, Ticket Tracking System, Exchange, Outlook, Active Directory, Microsoft Visio, Desktop and Laptops, Local/ Networked Printers, KVM Switches, Digital Cameras, Blackberries, Switches/Hubs, Flatbed scanners, etokens.

Working with data bases, migration, deployment, Imaging, MS Access, Visual basic

Project 3

Technical Support CS2 - Canadian Transportation Agency, Jan 2012-April 2012

Installs and configures personal computers, peripheral equipment, operating systems, and software.

Identifies and resolves operational and connectivity problems for personal computers and peripheral equipment.

Provides technical advice/assistance to clients on the use and operation of personal computers, mobile devices, peripherals and software and provides orientation training sessions on an ad hoc basis.

Provides procedural Local Area Network (LAN) administrative services.

Provides technical support for computer based projection equipment, on-site and phone Maintenance/troubleshooting performed in meeting rooms where the equipment was used

Maintains an electronic database log of work requests and specific resolutions.

Researches hardware/software technical specifications and costs for Manager, Client Services.

Participates in standard setting and problem resolution by providing opinions and feedback to colleagues and manager within the work unit

Keeps current on trends and developments of personal computers, portable computers, and hardware/software.

Protects Agency data by adhering to EDP security guidelines and procedures and ensures conformance to software licensing agreements.

Docking station replacement 200 workstations, licensing, windows 2007, Dell laptops, install image, server update with Novell Zenware, performed on-site replacements and installations of hardware for the windows 7 rollout, support for windows 7 on site and over the phone as needed

Supported Microsoft Office XP/2003/2007/2010

Working with databases, migration, deployment, Imaging, MS Access, Visual basic

Project 2

Technical Support CS2 - Office Of The Information Officer, May 2011-Dec 2011

Provide technical support services working in a Service/Helpdesk supporting over 200 users at the OIC including:

Training and advice to clients on-site was provided for day to day procedures and manual documentation and features, integrated with word processing.

By phone and on site assistance, configure, troubleshoot and operate common Microsoft operating systems and office applications, hardware and software and in a Windows environment, use helpdesk software to track helpdesk calls, Track-It, RDIMS, Sophia test environment, assisted in creating job description junior technical support.

Supported Microsoft Office XP/2003/2007/2010. Cisco switches and command line configuration. Worked with data bases, migration, deployment, Imaging, MS Access, Visual basic

Project 1 - Privy Council Office 2011, Jan 2011-April 2011

Level 2 Technical support to the PMO and PCO employees.

Onsite technical help to the offices of the Prime Minister Provide telephone, voicemail and email support Creating service requests using the Magic ticketing system Assign technicians hardware installation requests.

Troubleshooting various Microsoft Office issues Using Exchange Outlook to assist clients with the addition of extra mailboxes and calendars, retrieval of deleted emails, resetting of toolbars. Assist client in creating of PST files for personal archival purposes.

Assist clients with various Microsoft Office 2003 issues. Respond to voicemails and emails in a timely manner.

Assisting client with their RDIMS/Hummingbird issues Solving Runtime 438 error messages Retrieving lost documents Configuring Workspaces performed on site Configuring default applications within RDIMS/Hummingbird, GCDocs, Titus, Entrust Training clients on the use of scanners, delivered training on-site, Samba management, Adobe education

Previous Instructional Positions

Sept. 2016-Sept 2018, St. Margaret's project, Jason Pollick, rector

In my years of mentoring and teaching the basics of computer technology, I have experienced the usual work activities of determining my students training needs, organizing activities, presenting course materials, answering to trainees' inquiries, evaluating training programs effectiveness and monitoring student progress. I carried several certificates and diplomas with computer engineering and teaching. I presently volunteer with the Anglican Diseases as a technologist providing support to St. Margaret's Anglican Church and the Inuit congregation through mentoring and as a WordPress administrator.

My duties included developing a workable solution for multiple language access to a network of legacy apps and hardware with remote access. I created a school-like format that allowed computers to be reset on a daily schedule so that corruption by malware and viruses could be reduced for maintenance. I produced a network of servers to address printing and workstation needs both hardwired and wireless. I acted as administrator for password resets, mail, new accounts and troubleshooting. I produced a virtual system to integrate various apps to work on the pc. I am the webmaster for the church providing WordPress customizing, security assistance and troubleshooting.

1983 taught Photographic Arts to class of American exchange students as part of the curriculum, Scuola Lorenzo de'Medici, Florence, Italy, organized international commerce event with Embassy, Alta Moda di Roma. 1985

1989 June-1991 October, Supervisor technician, Sunflex, Canada Inc. Ottawa, provided instruction to a group of 12 installers for safety and maintenance of government contracts of use of tools and procedure install of products to government contracts of over 4000 applications. Trained coordinated and executed local and out of city contracts. Company relocated to Toronto and was bought out by Computing Canada.

1978 Sept- 1979 Oct. Admin. Stats Clerk, CS 4, Personnel Policy Branch, Treasury Board, Federal Government, responsible for instructing the correct procedures and security of document handling and ad-hoc process. Instructed use of the library and educated 12 officers in the execution of their searches. Reference available

Additional skill upgrading and attendance

●Intel® Channel and Embedded Conference Fall 2010, Certificate of Attendance

●Awesome Apps for Windows 7! Community Tour 2010

●Ottawa Windows Server User Group 2010

●Cisco Small Business Associate

●Ottawa Paramedic Service Training 2011

●Infrastructure Technology Summit Montreal 2011

●Best Practice Management and Implementation of IBM Cognos initiatives 2011

●VMware vCenter Operations Solution Overview, Sept,. 2011

●Ctes-setc, Windows 7 for Professional Technicians: Upgrading Skills, 2011

●GTEC 2011

●Blackberry Innovation Forum 2011

●VMware Forum, January 10, Ottawa 2012

●IT Virtualization Boot Camp 2012

●Windows 2008 R2 Server Virtualization (70-659) Exam Virtual Study Group 2012

●WordPress Conference, Ottawa 2013

●SharePoint, SQL user group 2013, win 8 app developer

●GTEC 2013

●SharePoint Saturday Ottawa 2013

●Open Storage Solutions® Inc 2013

●OWSUG November - Server 2012R2 Introduction

●Microsoft IT CAMP (Pilot) Managing your Datacenter with Windows Server 2012 R2 & System Center 2012

●Active Directory-Based Activation vs. Key Management Services, TechNet Feb 04, 2013

●Intel Virtual Technology Conference Fall 2013

●LicenseWise, volume licensing for the government

●Gone Clustering in 60 Minutes, SQL with Edwin Sarmiento

●SharePoint Saturday Montreal 2014

●Ottawa Websense User Group September 2014

●Shelly Cashman Series, Microsoft Office Advanced 2010. Access 2013, Excel 2013

●SQL Saturday Ottawa, 2015

●GTEC Ottawa, 2015

●SharePoint Saturday Ottawa Nov 2015

●Microsoft Data Platform Day, Nov 2015, Cortana Analytics, Modern Data Warehouse

●WordCamp 2016 (WordPress) PHP

●Data Connectors Conference, Montreal September 2016

●GTECH Ottawa, 2016

●Itech, Toronto 2016

●SharePoint Saturday, Ottawa 2016

●WordCamp 2017

●Montreal Tech Security Conference 2017

●Incident Response and Managed Adversary and Threat Intelligence, 2017

●Microsoft Windows 10 Deployment 2017, Workshop-310746-2

●3D Printing, University of Ottawa & City of Ottawa, 2017

●VAR Marketing Strategies, Esterel, Quebec, April, 2017

●DataConnectors Security conference, Toronto 2018

●Suse Days, 2018

●WordCamp 2016 (WordPress) PHP

●Data Connectors Conference, Montreal September 2016

●Itech Ottawa, Microsoft Azure deployment, Itech Montréal, Microsoft cloud deployment 2019

●Interop digital event dec. 3, 2020, Security Cloud, Gunter Ollmann, Microsoft

●Acronis Cyber Protect 15 software solution certification, 2021

●Roger Grimes Teaches You Phishing Mitigation May 2021

Contact this candidate