Support Analyst It
Resume:
Steven Picard
Calgary Alberta
T3L3C9
*******.**@*****.***
EXECUTIVE SUMMARY:
I have considerable experience in Support and Security. Primarily focused on risk identification and prevention.
EMPLOYMENT HISTORY:
Independent reseller for NAVIGATA Communications 04-2011 - Current
Independent Consultant 09-2009 - Current
Helping clients with contracts for clients including consulting on policies and procedures as well as security posturing and planning. Implementations. and other support activities.
Westminster Consulting 08-2008 - 09-2009
Resource Manager
Acting as a resource manager for Westminster consulting. I was responsible for searching local Data Base and employment sites. for individual’s clients needs. Contacting candidates for positions. After first contact I worked with candidates to maintain submission exclusivity and skill and information gathering on clients qualifications through phone and in person interviews. Salary negotiations and final offer acceptance.
PROCAD Software 12-2007 - 07-2008
Software Support Analyst
Supporting customers using our pipeline drafting products2D and 3D Smart. I was responsible for supporting remote users with 2D AutoFLOW AutoISO AutoORTHO and AutoELECTRIC products. Support included BOM generation local and network licencing issues specification management, On a 3D Side I supported 3DModler this included Visual issues with Plan View creation Microsoft MySQL and SQL Support. The roll involved occasional customer visits to help troubleshoot more advanced issues that could not be diagnosed over the phone and at times to train customers on the use of some product features. With this experience I contributed to training materials used by post secondary institutions in their drafting and engineering courses. As I was supporting our products it was common to also provide support for AutoCAD 2004- 2010. Some of the basic issues we supported were start up and configuration issues. I was also responsible for software media creation and duplication and shipping. I created all temporary and permanent licences. My roll also included all internal support of Hardware and software.
BG Canada 09-2006 – 09-2007
Desktop Support Analyst
Helped the Desktop and Server teams with day to day operations. This involved Backup tape rotation and offsite pickup co-ordination. My support duties included monitoring an incident Que. from this que I picked up issues to respond to. I dealt with all HP hardware issues both laptop desktop, Printer and plotter issues. Software supported a variety of Oil and Gas software. This included mapping software AcuMAP and Land and Exploration software. I Managed these applications by in person visits to the desktop, Telephone support and using tools such as Altiris. While i was on contract to BG I was also asked to help out in the implementation of a new Astrix IP telephony system. I was asked to assist in some of the requirement gathering and needs assessment for the system. I also programed handsets and deployed them to end users.
AspenTech 02-2002 - 07-2006
Senior Security Analyst
Security Analyst assisting Security compliance and control activities. Creating guidance for corporate policy. Member of our SOX compliance team I created SOX Policies and procedures including Acceptable Use Policies, Internet Use and Termination Procedures. Optimized McAfee Epolicy Server and agent Infrastructure Using Epolicy to deploy and configure McAfee Anti-Spyware module, McAfee AntiVirus8.0i, System Compliance Profiler, Several Patches and fixes. Also decreased Non-Compliant machines from 40% to less than 0.03% in an 1800 computer environment.
Contractor Supervisor
Interviewed and selected out sourcing firm and candidates. Trained and supervised contractor activities throughout the project and trained them on internal applications. Created project schedule time lines and planned resources accordingly. Resulting with timely project execution.
Incident Response Lead
Acted as lead to manage the Identification, containment, and eradicate viruses. Created feedback to operations team for areas of improvement. Changes made resulted in a reduction from areas of improvement. Changes made resulted in a reduction from 3-4 weekly virus outbreaks affecting 100+ computers to 18 months with no Virus outbreaks larger than 3 computers.
Desktop Support
Team member with a support ratio of 125 users per Desktop Support Analyst Contributed to projects including SUS, and McAfee E-Policy. Supported several Business Applications Oracle Scopus and Interactive Intelligence ACD.
ABB Western region Support 04-2000 - 10-2001
Server Support.
Supported 6 offices From B.C. to Manitoba reporting to a manager for Western Canada. Managed Servers running Microsoft Windows NT4 Server and Lotus Domino Server Managed the migration of 3 sites to Windows 2000 AD.
Desktop Support
Supported 95 users in 7 locations running NT4 and Windows 2000 Professional Lotus Notes and several application and management suits. 24-7 phone support. Single point of contact.
Westburne Plumbing 09-1999 – 10-1999
Team Lead
Leading a team of 8 people upgrading computer hardware and software in preparation for Y2K. Scheduled and planned 125 machine deployment Developed and documented procedures and scripts.
Independent Consulting 05-1999 – 04-2000
Consultant
Consulted to smaller networking companies.
Setup networks for SOHO Companies.
Intelligent Solutions 04-1999 – 05-1999
Network Technician
Supported Small businesses servers and desktops
Built new computer systems.
Computers for Schools 02-1998 – 08-1998
Technical Lead
Taught employees Dos 5.0, 6.22.Windows 3.11, Windows 95.
Cataloged computers and arranged for orders.
Clean and re-image computers from companies.
SKILLS:
Operating Systems:
Microsoft Windows NT/3.51/95/98/2000/XP/2003/Vista
Hardware
IBM HP Dell CISCO
Security:
GSEC GCWN
EDUCATION:
SANS
GCWN
2004
SANS
GSEC
2003
Microsoft
MCSE
1998
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