Cocaine “Cain” Ervas

ady775@r.postjobfree.com +1-647-***-**** Scarborough, ON M1B 5Z3, Canada

A technology-inclined, result-driven IT professional with exceptional technical knowledge, troubleshooting capabilities, customer-oriented attitude and management skills. Demonstrated ability to maintain a desktop/laptop/server or any hardware, software and peripherals. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee, with acquired solid years of experience in Information Technology, people management, mentorship, training and team building. Skills

Microsoft Active Directory(AD) and Exchange

Management Console(EMC).

Google Workspace administration

Microsoft Windows Server management and

WSUS configuration.

LAN/WAN, SCCM, switches and routers.

Microsoft Server Administration.

PC cloning/re-imaging, setup/configuration,

backups and restoration.

SQL Server and Visual Studio installation and

administration.

VOIP/Softphone administration.

VPNs: SoftEther, RSA, Citrix, OpenVPN and

Aviatrix.

Microsoft Office 365 administration

Windows Remote Desktop, TeamViewer and

Zoom expert.

JIRA, Spiceworks, BMC Remedy, and ServiceNow

ticketing systems

Some exposure to AWS, GCP and Azure

Atlassian management(Jira and Confluence).

JAMF, Miro, DUO, Adobe, 1Password, Slack and

JetBrains accounts administration.

People/Team management.

Work Experience

IT Support Engineer • Backbase Canada – Toronto ON, Canada February 2022 - Present

Troubleshoot and resolve incidents; cater to requests and apply workarounds on different IT hardware devices; laptops, cameras, printers, and meeting room equipment. Administer company systems such as JAMF, Atlassian, Google Workspace, Adobe, Slack, etc. Manages user's Azure AD and email accounts/logins/group access. Install company-licensed applications manually or via installomator. Oversee and track IT inventory via JIRA, JAMF and MS Intune. Prepares and ships IT equipment to company new hires and works closely with HR to support the onboarding/offboarding process.

Writes technical documentation for internal references and employee how-to guides in Confluence. IT Support Specialist II • Mi9 Retail ULC - Toronto ON, Canada October 2016 - December 2021

Responded to incoming incidents and requests from end users throughout the company. Desktop/laptop/server/virtual machine setup/upgrade/clone support includes maintenance/troubleshooting related problems including performance, connectivity, applications issues, and fulfilling standard service requests such as the provision of new PCs. PC moves, SQL Server and Visual Studio installations and hardware upgrades. Administered on-site support for network equipment, servers, telephone systems server rooms and purchased IT hardware, and software licenses.

Managed user's AD and email accounts/logins, and configures telephone accounts and handsets. Installed and administered company-licensed applications. Assisted in GSUITE migration with newly acquired companies. Performed New Hire IT training and orientation.

Email and Server migrations(local and Cloud).

Technical Support Analyst • Rogers Communications – Toronto ON, Canada April 2016 - October 2016

Provided Canadian customers with Home Phone and Cable TV technical assistance via phone. Dispatching onsite technicians accordingly for customers requires physical assistance. Coordinated with Tier 2 and 3 to resolve complex issues. Tailored customer solutions based on their needs and pitched sales to add value to their services. IT Workplace Support Analyst • Mott MacDonald Pte. Ltd - Singapore April 2014 - January 2016

Provision of Desktop and on-site IT support, collectively IT Services within the Singapore office. Desktop support includes troubleshooting desktop-related problems including PC performance, connectivity and application issues, managing virus outbreaks and fulfilling standard service requests such as the provisioning of new PCs, PC moves and hardware upgrades.

Setup of physical on-site support for network equipment, servers, telephone systems and server rooms, under instruction from 2nd and 3rd line teams.

Routine office or site visits to deal with IT incidents, and requests, inspect on-site IT equipment and infrastructure as well as emergency visits for urgent incidents.

Achievement of relevant service and operational level targets for incident management and request fulfillment. Proactively escalates potential service level breaches through the management structure. IT Service Desk • Peoplebank Singapore Pte Ltd - Hewlett Packard Asia Pacific - Singapore March 2012 - March 2014

Troubleshoot problems related to MS Office, Web applications, email clients, SOE login issues, hardware and remote access to resolution in accordance with our service level agreements. Supported general networking configuration issues on the desktop. Provided IT services, desktop support, troubleshooting enterprise applications, and printer configurations. Responded to customer relations problems promptly and appropriately via phone, email, and chat. Took ownership to ensure satisfactory completion of complaints, through engagement of appropriate resources.

Identifies and escalates situations requiring urgent attention. IT Helpdesk • NCS Pte Ltd - Singapore

June 2011 - February 2012

Provided assistance to Singapore Land Transport Authority (LTA) employees with web applications, databases, Lotus Notes Administration issues, and technical/functional support for individual user problems.

Assigned and maintains passwords and user identifications to Novell users. Supported general networking configuration issues on the desktop. Ensured the accurate and complete logging of all information into the BMC Remedy call tracking system. Responsible for VPN technical assistance for Field and Home-based users. Provided superior customer service and correct analysis, diagnosis, and resolution to complex customer support issues with the effective use of the TIVOLI remote access tool. Complies with established standard Helpdesk procedures and practices. Technical Support Supervisor/Team Lead • Teleperformance Inc - Manila, Philippines May 2009 - May 2010

Supervised a team composed of 15 members and managed the overall performance and metrics. Responsible for coaching, motivating and retaining agents for better development and career path. Coordinated administrative needs with Payroll, Human Resources & IT concerns for the team. Monitored random calls to improve quality, minimize errors and track operative performance. Planned & coordinated with sales policy managers to improve the team's revenue target. Took part in cost-per-function strategies to improve team metrics while keeping the budget intact. Discussed and coordinated bonuses, rewards and incentive schemes for technicians. Handled the most complex escalations.

Technical Resolution Specialist • DELL International Services - Manila, Philippines January 2006 - May 2009

An In-team Subject Matter Expert worked in partnership with a Technical Support Manager. Conducted coaching and technical training /up-skilling for the team’s improvement. Handled advanced technical issues and conducted heat checks for all resolved cases Responsible for providing a high level of technical support on PC Security, OS issues and maintenance. Assisted in the formulation of problem-solving techniques for newly discovered issues. Technical Customer Care Representative • Convergys Services Corp – Manila, Philippines March 2004 - December 2005

Served as part of a customer service team, and responded to incoming phone requests for technical solutions.

Provided accurate step-by-step networking procedures to Windows and MAC customers. Created a document for every customer interaction. Audio-Visual Technician • Almer Manpower Corporation - Manila, Philippines August 2003 - February 2004

Assisted University students with installing multimedia and overhead projector installations for classrooms.

Operated Audio-visual pieces of equipment for school functions. Maintained various types of projectors and audio-video mixers. Education

Technological Institute of the Philippines • BS in Electronics & Communications Engineering 1997 - 2003

Certifications

Advanced Ethical Hacking by Programming Hub (Credential ID: 168**********) Issue Date: July 2023

Credential URL: https://storage.googleapis.com/programminghub/certificate%2F1688571975831.pdf Introduction to ITSM by Atlassian (Credential ID: 255573476) Issue Date: May 2023

Credential URL: https://university.atlassian.com/student/award/U7k9et5FxozcTt31pcsTSpyb Confluence Fundamentals Badge by Atlassian (Credential ID: 255315474) Issue Date: May 2023

Credential URL: https://university.atlassian.com/student/award/YDk8o1kkCfUNoTnRxFoUVjvj Jira Fundamentals Badge by Atlassian (Credential ID: 255148550) Issue Date: May 2023

Credential URL: https://university.atlassian.com/student/award/oCeHhaAwxZWwJpbfVivWWr6P JAMF Certified Associate by JAMF (Credential ID: 4mcmm6xh583v) Issue Date: June 2022

Credential URL: https://verify.skilljar.com/c/4mcmm6xh583v Cyber Security by Programming Hub (Credential ID: 164**********) Issue Date: March 2022

Credential URL: https://storage.googleapis.com/programminghub/certificate%2F1646537375318.jpg Ethical Hacking by Programming Hub (Credential ID: 164**********) Issue Date: March 2022

Credential URL: https://storage.googleapis.com/programminghub/certificate%2F1646542922974.jpg Essential Google Cloud Infrastructure: Foundation by Coursera (Credential ID: 2CAHYU8FNSGY) Issue Date: May 2020

Credential URL: https://www.coursera.org/account/accomplishments/certificate/2CAHYU8FNSGY Elastic Google Cloud Infrastructure: Scaling and Automation by Coursera (Credential ID: GCA5YDJPPNNE) Issue Date: May 2020

Credential URL: https://www.coursera.org/account/accomplishments/certificate/GCA5YDJPPNNE Introduction to Cloud Identity by Coursera (Credential ID: Z25XZ5SF7Q6W) Issue Date: May 2020

Credential URL: https://www.coursera.org/account/accomplishments/certificate/Z25XZ5SF7Q6W Google Cloud Platform Fundamentals: Core Infrastructure by Coursera (Credential ID: 2WGCPG7272TU) Issue Date: May 2020

Credential URL: https://www.coursera.org/account/accomplishments/certificate/2WGCPG7272TU Networking in the Google Cloud by Qwiklabs

Issue Date: April 2020

Credential URL: https://www.cloudskillsboost.google/public_profiles/98042106-89eb-4665-af16-f372ac4b36dd/badges/234175 Google Cloud Essentials by Qwiklabs

Issue Date: March 2020

Credential URL: https://www.cloudskillsboost.google/public_profiles/98042106-89eb-4665-af16-f372ac4b36dd/badges/214744 IT Infrastructure Library (ITIL) v3 Foundation Certification Issue Date: December 2013

Reg. No. 4929415.20227522

References:

Available upon request

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