Mr. Wayne Reid

IT Related Experience ** + Years

Education BSc, Computer Science, Carleton University, September 1986 - April 1988

MCSE

Security Clearance Enhanced Reliability

Languages English

613-***-**** celll

Profile

Mr. Wayne Reid is a Service Desk Team Lead and Systems Analyst with over fifteen years’ experience in the Information Technology Industry. He possesses extensive experience with all LAN topologies, Macintosh, DOS, Windows, and WIN 7,8,10 WIN NT 4.0,2008 Server, WIN 2000 & 2008, Active Directory, Office 365, LINUX/Unix Operating Systems. He has significant Knowledge and experience with Microsoft operating systems and associated software.

He has extensive technical call center and Desk side experience in all facets of desktop, laptops server and network systems, installation, configuration and maintenance. He is highly proficient in troubleshooting and repair, VPN remote access/ dial-up solutions, Internet/ Intranet technology. He is an avid problem solver, resourceful, creative and driven to excel and succeed. He is an excellent communicator with good teamwork and leadership skills. He works well under pressure and has the ability to establish and maintain effective relationships with staff. Mr. Reid is organized works to provide high quality service standards to his clients.

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SELECTED PROFESSIONAL EXPERIENCE

CLEVERDOG NETWORKS

FEB 2020 – MARCH 2020

TECHNICAL SUPPORT

TASK PERFORMED

• SERVER REBUILD AND CONFIGURATION

• DESKSIDE SUPPORT AND WORKSTATION CONFIGURE

• PRINTER INSTALLAND AND CONFIGURE

• OFFICE 365 MIGRATION

• CISCO MERRAKI INSTALLATION AND CONFIGURE

NEOLORE NETWORKS

SEPT 2019 -OCT 2019

TECHNICAL SUPPORT

TASKS PERFORMED

● DESKSIDE SUPPORT WORKSTATION CONFIGURE AND INSTALL

● SERVER REBUILD AND CONFIGURE

● PRINTER INSTALL AND CONFIGURE

● SONICWALL/MERRAKI FIREWALL CONFIGURE

● OFFICE 365 IMPLEMENTATION AND CONFIGURATION

FIREWALL TECHNICAL

MAY 2019 – JULY 2019

SR. NETWORK ADMINISTRATOR

TASKS PERFORMED

● DESKSIDE SUPPORT WORKSTATION CONFIGURE AND INSTALL

● SERVER REBUILD AND CONFIGURE

● PRINTER INSTALL AND CONFIGURE

● SONICWALL/MERRAKI FIREWALL CONFIGURE

● OFFICE 365 IMPLEMENTATION AND CONFIGURATION

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NOVA NETWORKS INC.

August 2018 – March 2019

Team lead for Weston Foods

Tasks Performed:

● Providing systems operations and administration support as a Team lead in AD/Windows, Windows 7-10 environment.

● OFFICE 365 IMPLEMENTATION AND CONFIGURATION

● Providing support 14 CSA’s including recording, resolving, escalating (as appropriate), and tracking calls using Service Now insuring I always have coverage for the client at all times.

● Provide side by side with CSA’s

● Hourly review of triage tickets to meet SLA’s

● Running daily login and logout reports

● Supporting desktops, laptops, and peripherals by creating user accounts and access and providing data backup and recovery assistance, as required. NOVA NETWORKS INC.

March 2018 – August 2018

B\Team Lead to MD financial,CMA and Joule

Tasks Performed:

● Providing systems operations and administration support as a Team lead in AD/Windows, Windows 8,10 environment.

● OFFICE 365 IMPLEMENTATION AND CONFIGURATION

● Providing support 14 CSA’s including recording, resolving, escalating (as appropriate), and tracking calls using Service Now insuring I always have coverage for the client at all times.

● Provide side by side with CSA’s

● Hourly review of triage tickets to meet SLA’s

● Running daily login and logout reports

● Supporting desktops, laptops, and peripherals by creating user accounts and access and providing data backup and recovery assistance, as required. Project # 1

CANADA BORDER SERVICES AGENCY (CBSA)

Oct 2004- Sept 2016 (12 years)

IT Analyst / LAN / Network Administrator

Tasks Performed:

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● Team member on CBSA video conferenceing equipment roll out replacing old camera’s and codec equipment.

● Provided telephone/service desk technical support, analyzed and resolves client technical issues related to desktop distributed environment: performed LAN network Administration, adding, removing and managing user accounts in a Microsoft environment.

● Provided first and second level support on diversified distributed platforms.

● Performed initial problem analysis, assess priorities and escalate issues to other appropriate staff or teams when appropriate.

● Logged calls in the Remedy ticket tracking system; monitored progress and provided follow-up to users.

● Updated and maintained all information for problem tickets in the Remedy ticket tracking system.

● Troubleshoot Windows 10, Windows XP, Windows 7, Windows 8 and resolved customers’ issues.

● Used remote control software to access client workstations to resolved incidents.

● Recorded incidents and resolution information using Help Desk Action Request System (ARS).

● Provided Help Desk Stats reporting for Team Leader and Management.

● Developed, wrote and implemented Help Desk procedure manuals and documentation.

● Conducted periodic user satisfaction surveys and tracked user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.

● Created technical documentation of network administration tasks.

● Installed and supported Active directory \Windows 2000/ NT 4.0 /win 2003 servers, workstations and clients

● Researched and provided options analysis for the purchasing equipment for current needs and future growth

● Performed Backup, Recovery and tape management (DAT, DLT and CD)

● Installed/Setup and configured servers, workstations, laptops, and peripherals/Blackberry's etc.

● YuIdentified tested and implemented technical / infrastructure improvements to ICS.

● Performed a variety of network problem analysis and monitoring tasks; maintained the reliability of the network in terms of security, speed and availability.

● Monitored the network and responded appropriately to user requests and problems

● Optimize the hardware / software / network configuration for best performance and reliability.

● Investigated and provided alternatives for addressing problems in ICS.

● Provide operational support of the ICS infrastructure in a 24/7 environment.

● Troubleshot & analyzed application, operating systems software and hardware issues.

● Performed other duties relating to accommodations, moves etc.

● Assisted in the preparation and maintenance of ICS operational documentation

● Reviewed, evaluated and recommended the use of various and alternative software / hardware technologies, vendor enhancements, patches, fixes, etc.

● Configured, installed and supported HP and DELL servers using the RAID technology.

● Created & monitored mail accounts using Exchange Server 5.5.

● Provided support for client software including blackberries, PKI, SRA builds for laptop.

● Configured and supported Routers, Switches and Hubs using telnet configuration.

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● Installed and configured and supported various network printers, and maintenance on the print server.

● Performed installations & configuration of operating systems and mainframes controllers, hardware, software and network applications

● Performed Backups & Restores of information on production and application servers

● Verified, installed Cabling; tested and configured ITB-DCE components

● Documented and provided technical and administrative support such as backup and recovery, virus detection, software metering and monitoring capacity and performance for the locally installed components of the corporate computing platform (including LANs, Front End Processors, cisco routers and switches, mail husband gateways).

● Implemented and delivered the Rollout of the Platform Configure Implementing and supporting Windows servers, (TCP/IP, NetBEUI, Ethernet, Token Ring configuration, Dynamic Routing/Bridging Protocols: HDLC, PPP, xDSL, SNMP, MPLS, BGP, OSPF, RIP ).

● Building and converting server from WinNT 4.0 platforms to Server 2003 oActive Directory

● Mentored and trained other help desk technicians. Project # 2

CANADA REVENUE AGENCY (CRA)

August 2002 - Oct 2004

IT Analyst/LAN Administrator (CS-01/ A-CS2)

Tasks Performed:

● Configured, implemented and supported NT Server/Workstation 4.0 and Windows 2000 (TCP/IP, NetBEUI, Ethernet, Token Ring configuration).

● Configured, implemented and supported HP and DELL servers using the RAID technology.

● Created and monitored mailing accounts using Exchange Server 5.5.

● Provided and supported client software.

● Configured Routers, Switches and Hubs using telnet configuration.

● Configured and installed various network printers, and maintenance on the print server.

● Performed installations and configuration of operating systems and mainframes controllers, hardware, software and network applications

● Performed backup and restore of information on production and application servers

● Verified, installed, cabled, tested ITB-DCE components

● Logged, monitored, investigated and assed priorities; scheduled and resolved problems

● Documented and provided technical and administrative support such as data backup and recovery, virus detection, software metering and monitoring capacity and performance for the locally installed components of the corporate computing platform (including LANs, Front End Processors, routers, mail hubs, gateways, etc.).

● Implemented and delivered the Rollout of the RC74 Platform (Windows 2000) to over 2000 Clients

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Project # 3

PERFORMANCE TECHNOLOGIES

Systems & Network Administrator

January 2001 - January 2002

Tasks Performed:

● Provided support in all aspects of information technology including monitoring using perfmon and wireshark.

● Provided remote and on-site support to access system needs, devised solutions, oversaw project installation and configuration.

● Made recommendations and acquired new products and services, maintained network, systems administration, PC repairs and maintenance.

● Systems Administrator to a staff of 120 end users (desktop PCs, laptops)

● OS Support included: Microsoft Windows NT 4.0, Windows 2000 Professional, Windows XP, and Vista

● Network Administration on Windows NT 4.0 Server, PBC, BDC, Printer Spooler, SQL Data Base, Backup Admin. VPN Administrator.

Project # 4

VISUAL NETWORKS

Systems Administrator - Team Leader

June 2000 - December 2000

Tasks Performed:

● System design and implementation for a full-service e-Business firm specializing in network discovery and monitoring.

● Systems Administrator to a staff of 85 end users (Desktop PCs, Laptops, Lab Servers, Production Servers).

● Team Leader on an $80,000 network upgrade/ installation project, overseeing configuration of 8 production servers (including a PDC, BDC, Exchange 5.5 etc.), 5 CISCO routers, 5 CISCO switches, 1 catalyst 4006 switch, 3COM hubs, Tape Library, HP LaserJet network printers, UNIX, LINUX, Window ME and Oracle.

● Standardized all corporate software/hardware platforms and upgraded them in order to restructure and streamline the Information Technology infrastructure resulting in enhanced communications and productivity for R&D.

● Continuously strived to keep on top of system maintenance and software upgrades, monitoring Internet/ Network performance to ensure peak operation efficiency.

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Project # 5

LORAN TECHNOLOGIES INC.

January 2000 - June 2000

Inside Support Engineer

Tasks Performed:

● Installation and Configuration of Kinetics Network Management Systems Servers.

● Provided customer support to clients across North America, Europe and Asia.

● Analyzed customer networks site for server requirements.

● Worked with end users, colleagues and support partners to resolve problems in a timely and effective manner.

● Investigated network devices and customize Kinetics to read and utilized the information available through SNMP from network devices.

Project # 6

REVENUE CANADA (CS-1)

September 1998 - January 2000

Client Support Specialist

Tasks Performed:

● Investigated and resolved problems referred by first level support.

● Provided support for the following platforms: WIN NT 4.0, WIN 95/98, WIN 3.1, WIN 3.11, OS/2, Macintosh, WINSTALL for silent installations.

● Installation, support and maintenance of hardware and computer applications for the distributed computer environment

● Troubleshoot complex application interactions between email servers and clients, director services, network problems etc...

● Installation and configuration of Outlook, Internet Explorer

● Provided technical support, consultative and system management services to clients.

● Remote Access Management

TECHNICAL SUMMARY

EDUCATION

Diploma (Honours), Micro-Computer Electronics Technology Toronto School of Business, August 1992 - June 1993 BSc, Computer Science, Carleton University, September 1986 - April 1988

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PROFESSIONAL DEVELOPMENT

Polar Bear Training, Nov 2004

Planning, Implementing, and Maintaining Win 2003 Server AD infrastructure Rigaud Training, April 2003

Site Support

Learning Tree International Training Centre, December 2002 Windows 2000 Operating System Troubleshooting

LEARNIX Training Centre, September 2000

Microsoft Windows 2000 Server

Delcom International Training Center, March 1997 - March 1998 Microsoft Certified Systems Engineer (MCSE)

Network Essentials, WIN 95/98, WIN NT Server 4.0, Windows 3.1, Windows NT Workstation 4.0, Windows 2000 Professional, Exchange Server 5.0, Windows for Work Groups, Enterprise Server 5.0, TCP/IP Server 4.0,

Reference Available upon request

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