Technical Support C++
Resume:
DENNIS HASFORD
Verdun, Quebec
H*G 2R4
*************@*****.***
TECHNICAL SKILLS
Highlights:
created and developed programs in C, C++ and V.B.
diploma in computer programming
high degree of adaptability combined with strong teamwork attitude excellent written and spoken communication skills in English, French (conversational) experienced in customer support, customer service and technical support Software Development:
wrote programs in C, C++ Visual B.A.S.I.C. and Q B.A.S.I.C. for microcomputer wrote programs in COBOL and RPG for the AS/400
performed structured and object oriented analysis
Other Skills:
proficient with Lotus Notes and MS Office
proficient in troubleshooting various hardware equipment, both in person and remotely using MS Remote Assistance, Remote Desktop and other various screen sharing devices and applications
Built and repaired computers, both desktops and laptops Experience using BES
Experience with smartphone setup on Blackberry, Android and IOS Setup of local printers
Troubleshooting both networked and local printers
Familiarity with drive encryption software (Bitlocker and Pointsec) Familiarity with Virtualisation such as VMWare and Virtualbox Experience troubleshooting MS Exchange
Experience with Windows XP, 7, 8, 10 and Server 2012 Self Taught in use of Linux and data/drive recovery tools Proficient in installing software
familiarity with MS Active Directory
intermediate experience trouble shooting software applications Basic networking knowledge
ITIL Foundational training
EDUCATION
August 1996 - June 1998 Herzing Institute
Montreal, Quebec
AEC 903.64
Programmer Analyst
September 1992 - June 1996 Riverside Park Academy
LaSalle, Quebec
DES
EMPLOYMENT HISTORY
March 2022 to Present Domtar
Duties and Responsibilities:
*Manage all client incidents and requests in regard to day to day technical issues
*Verifying identity of callers to ensure information security
*Escalate major incidents (P2 and P1, highest priority) to second and third level teams
*Coordinate major incidents by calling team managers when the points of contact are unresponsive
*Escalate major incidents to senior management when team managers are not responsive
*Conduct bridge calls between various teams and external vendors in response to various major incidents
*Follow up with involved teams to ensure incident resolution in a timely manner
*Document each action in ticket updates
*Provide technical support for all software and hardware in use by the company
* Liaise with external service providers for various incidents and requests
*Provide White Glove support to all clients
*Provide onboarding and offboarding support
*Assisted in training new starters
*Used Easyvista and Service now to triage tickets
*Used Avaya and Genesys to handle calls
*Created documentation for company knowledgebase in Sharepoint and ServiceNow
*Proofreading all knowledgebase articles prior to publication
*Liaise with various teams’ SME to verify the accuracy of information in knowledgebase articles
*Gathered approval for publication of knowledgebase articles
*Use and troubleshooting of various projectors and conference equipment, mainly Cisco conference motion sensing cameras and projectors
*Used SSH to login into Linux Jumpboxes
Technical Environment:
Windows 10 and 11, Citrix, Remote Desktop, RSAT, SCCM, Windows Remote Control Viewer, Fortitoken, Specops, SAP, Service Now, Active Directory, Entra, EAC, Office Admin Center,
October 2020 - March 2022 Beanfield Metroconnect
Duties and Responsibilities:
*Manage customer requests regarding all aspects of their internet service
*Verify identity of approvers to ensure information security
*Use in-house tools to retrieve various information
*Use Jira to manage tickets
*Use Confluence update and review knowledgebase
*Translated RFO documentation prior to communication to business clients
*Proofread all RFO documentation prior to publication
*Use Cisco AnyConnect to connect to the VPN
*Use of MyContact and UC-One dialing software to take calls
*Use Mattermost as the internal chat tool
*Escalate major incidents (P2 and P1, highest priority) to NOC, GIS, Dev or Telephony teams
*Coordinate major incidents by calling team managers when the points of contact are unresponsive
*Escalate to senior management when team managers are not responsive
*Conduct bridge calls between various teams and external vendors
*Follow up with involved teams to ensure incident resolution in a timely manner
*Document each action in ticket updates
*Liaise with external service providers for various incidents and requests
*Remotely configured various models of ONT, access points, and TV boxes.
*Used SSH to login into Linux Jumpboxes
Technical Environment:
MacOSX, Mattermost, Cisco AnyConnect, Dayforce, UC-One, MyContact Centre, Apple Mail, iCal, Zoom,
May 2018 – October 2020 Judge Group
Toronto Dominion Insurance
Data Security
Duties and Responsibilities:
*Manage all client requests in regard to Access Management
*verifying identity of approvers to ensure information security
*using Active Directory to manage client’s accounts
*using AS400 to administer various accounts and ABMs
*use of Remote Desktop to connect to remote machines
*use of Dameware to connect to remote machines
*use of RSA Securid Admin Portal to administer tokens
*Triage and update client tickets (RMS, Service Now)
*provisioning of various accounts for several applications Technological Environment:
Windows XP, Windows Server 2003, Windows 7, Mac OS, Active Directory, Group Policy, Windows Registry, Event Viewer, Windows Command Line, Lotus Notes, Sametime, MS Lync, MS Office, Exchange, Outlook, OWA, Adobe Acrobat Suite, Application Installation Tool, Windows Remote desktop, Windows Remote Assistance, Dameware, Teamviewer, VNC, Bios, UEFI, Palm OS, Windows CE, Blackberry OS, Blackberry Enterprise Server, Android, IOS, HP Printers, Canon Printers, Ricoh Printers, Lanier Printers, Zebra printers, Lenovo computers, Dell Computers, HP Computers, RSA SecurID, Juniper Networks, Internet Explorer, Chrome, Firefox, Proxy Server configuration, Windows Media Player, Windows Screen Recorder, Camtasia, Symantec Antivirus, Norton Antivirus, Microsoft System Center Virtual Machine Manager, VM Ware Virtual Machine Monitor November 2017 – November 2018 Sherweb
Technical Support
Office 365 Concierge
Duties and Responsibilities:
*Manage all client requests in regard to day to day operations
*verifying identity of callers to ensure information security
*provide technical support all for components of Microsoft Office 365 and Office 2016
*provide White Glove support to all clients
*provide billing support
*provide onboarding and offboarding support for Office 365
*support domain setup
Technological Environment:
Windows XP, Windows 7, Windows 8 and 8.1, Windows 10, Windows Server, MS Word, Excel, Powerpoint, Access, Sharepoint, One Note, One Drive, Outlook, Exchange, Sharepoint, Teams, Skype for Business, Dynamics 365, Flow, Power BI, Azure Active Directory, Yammer, Office 365 Admin Center and various Admin sub-centers, Security and Compliance, Microsoft Cloud App Security, Project, Visio, PowerApps, Stream, Intune, Multi Factor Authentication, eDiscovery, Threat Intelligence, Bookings, My Analytics, Audio Conferencing, Delve, Calendar, Forms, News Feed, People, Planner, Sway, Tasks, MS Video, Internet Explorer, Edge
May 2017 – November 2017 Integrity
Bank of Montreal
Technical Support
Duties and Responsibilities:
*Manage all client requests in regard to day to day operations
*verifying identity of callers to ensure information security
*using Active Directory to manage client’s accounts
*using AS400 to administer various accounts and ABMs
*use Astra Vision to further administer ABMs
*use of Remote Desktop to connect to remote machines
*use of Dameware to connect to remote machines
*use of RSA Securid Admin Portal to administer tokens
*handled remote troubleshooting of mobile devices (Airwatch)
*support all software issues, including both custom common software applications (FIRES, MS Office)
*Triage and update client tickets (Remedy)
*supported and configured local printers
*supported networked printers
*imaged computers and installed software via SCCM
Technological Environment:
Windows XP, Windows Server 2003, Windows 7, Mac OS, Active Directory, Group Policy, Windows Registry, Event Viewer, Windows Command Line, Lotus Notes, Sametime, MS Lync, MS Office, Exchange, Outlook, OWA, Adobe Acrobat Suite, Application Installation Tool, Windows Remote desktop, Windows Remote Assistance, Dameware, Teamviewer, VNC, Bios, UEFI, Palm OS, Windows CE, Blackberry OS, Blackberry Enterprise Server, Android, IOS, HP Printers, Canon Printers, Ricoh Printers, Lanier Printers, Zebra printers, Lenovo computers, Dell Computers, HP Computers, RSA SecurID, Juniper Networks, Internet Explorer, Chrome, Firefox, Proxy Server configuration, Windows Media Player, Windows Screen Recorder, Camtasia, Symantec Antivirus, Norton Antivirus, Microsoft System Center Virtual Machine Manager, VM Ware Virtual Machine Monitor April 2017 – May 2017 GBit
Installer
Duties and Responsibilities:
*Manage client requests in regard to computer installation
*Transport of computers and peripherals to installation site
*Installation of peripherals
*Verifying functionality of all computers and peripherals
*Verifying network connectivity
*familiarity with Telegram for team communication
Technological Environment:
Windows XP, Windows 7, Windows 8, Windows 10, Telegram, Android, IOS July 2015 – March 2017 SecureOps
Application Support Representative
Duties and Responsibilities:
*Manage client requests in regard to drive encryption software (Pointsec Checkpoint)
*Manage client requests pertaining to white listing software (Bit9)
*Escalated issues to external vendors (Bit9 and Checkpoint)
*Triage and update client and internal tickets (Service Now, JIRA)
*keep up to date with company procedures (Gmail, Confluence)
*check and report status of client server via web activity (Chrome, Gmail)
*familiarity with RSA SecurID and Juniper Networks for VPN
*rapid response to client requests (telephone, Gmail, Service Now) Technological Environment:
Windows XP, Windows 7, Windows 8, Windows 10, Linux command line, Mac OS, VMWare, VirtualBox, RSA SecurID, Windows Remote Desktop, Windows Remote Assistance, Chrome Remote Desktop, Tunnelvise, Putty, Norton Antivirus September 2014 – April 2015 Volt
Fujitsu Helpdesk support representative,
Government of Alberta contract
Duties and Responsibilities:
*Provide technical support for the Government of Alberta
*assist in training new personnel
*support all software issues, including both custom common software applications (FIRES, MS Office)
*Triage and update client tickets (Remedy)
*Rapid response for emergency issues (FIRES)
*rapid response for VIPs (Prime Minister of Alberta, cabinet, etc…) Technological Environment:
Windows 7, Windows 8, Windows Remote Desktop, Windows Remote assistance, AS400, MS Lync
October 2012 – June 2014 Alphanumeric
GSK IT Business Analyst
Duties and Responsibilities:
*Provided technical support for GSK’s French speaking markets in Europe, Africa and North America
*Experiences are the same as below, but provided in French, due to being part of the French language Support team.
*Provided support to France, Belgium, Canada and all French speaking African countries in which GSK operated.
July 2006 - October 2012 Ajilon Consulting
GSK IT Helpdesk Bin Analyst
Hardware/Logistics/Lotus Notes/
Executive Support
Duties and responsibilities:
*Provide technical support for all GSK business units regarding Hardware and Logistics.
*Troubleshooting and repairing colleagues’ laptop computers in the call centre
*building and repairing colleagues’ desktop computers in the call centre
*Was subject matter expert for Hardware and Logistics.
*Was the escalation point for issues beyond the scope of first level support
*Train new team members and coached existing team members
*Was subject matter expert for Hardware and Logistics team
*Was subject matter expert for GSK’s Application Installation Tool.
*Trained all existing and new personnel in the use and troubleshooting of AIT, including interpretation of error messages
*Was the escalation point and primary contact for Application installation tool
*Supported and configured local printers
*Supported networked printers
*To create and maintain process documentation in the GSK Knowledgebase (Lotus Notes)
*Created documentation for company knowledgebase in Sharepoint and ServiceNow
*Proofread all knowledgebase documentation prior to publication
*Liaise with various teams’ SME to verify the accuracy of information in knowledgebase articles
*Gathered approval for publication of knowledgebase articles
*Was the primary proofreader and editor of new submissions to the knowledgebase for the Hardware and Logistics team
*Provided rapid response and elevated support for Executives and VIPs
*Supported and configured Mobile Devices (Palm, Windows CE, Android, IOS, Blackberry)
*Handled remote troubleshooting of mobile devices (Airwatch)
*Supported Migration from Windows XP to Windows 7
*Supported Migration from Lotus Notes to Exchange
*Supported hardware rollouts, Lenovo to Dell, then Dell to HP for computers
*Supported Networked Printer transitions to Canon then to Ricoh
*Imaged various computers on the Service Desk floor via USB key Technological Environment:
Windows XP, Windows Server 2003, Windows 7, Mac OS, Active Directory, Group Policy, Windows Registry, Event Viewer, Windows Command Line, Lotus Notes, Sametime, MS Lync, MS Office, Exchange, Outlook, OWA, Adobe Acrobat Suite, Application Installation Tool, Windows Remote desktop, Windows Remote Assistance, Dameware, Teamviewer, VNC, Bios, UEFI, Palm OS, Windows CE, Blackberry OS, Blackberry Enterprise Server, Android, IOS, HP Printers, Canon Printers, Ricoh Printers, Lanier Printers, Zebra printers, Lenovo computers, Dell Computers, HP Computers, RSA SecurID, Juniper Networks, Internet Explorer, Chrome, Firefox, Proxy Server configuration, Windows Media Player, Windows Screen Recorder, Camtasia, Symantec Antivirus, Norton Antivirus, June 2004 - July 2006 Corps Canadien des Commissionaires contracted for R.C.M.P. Security and
Biosphere Security
June 2002 - June 2004 Garda Inc.
contracted for Concordia Security
Sergeant
PERSONAL INTERESTS
music, karate, stamp collecting, literature, videogames, sports REFERENCES
Jacques Gagnon
R.C.M.P. Security
Joe Leal
Concordia Security
514-***-**** ext. 3707
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