Content & Collaboration Systems Analyst resume title

Jeffrey Rock

Edmonton, AB 1-780-***-**** **********@*****.*** github.com/JeffreyRock linkedin.com/in/jeff-rock SYSTEMS ANALYST - EIM, APPLICATION SUPPORT & AUTOMATION Systems analyst and DevOps/application support professional with experience supporting production systems, deployment automation, testing, documentation, and client-focused IT service. Strong fit for enterprise content and collaboration support through hands-on work with Windows Server, Linux, Active Directory, SharePoint, scripting, CI/CD, monitoring, and application troubleshooting. Known for translating technical issues into clear documentation, improving repeatable processes, and supporting reliable systems used by internal teams. RELEVANT SKILLS

Systems & Support

Systems analysis, requirements translation,

production support, change support, incident

documentation, issue tracking, UAT/test

environment support, knowledge base

creation

Development & Data

Python, PowerShell, Bash, C#, JavaScript,

HTML/CSS, SQL/MySQL, API concepts,

database fundamentals, scripting for

automation and reporting

Platforms

Windows Server, Active Directory,

SharePoint, Linux, Apache, Microsoft 365,

Azure exposure, Docker, Jenkins, Git/GitLab,

Ansible, Prometheus/Grafana

PROFESSIONAL EXPERIENCE

Cloud Administration Olympia Financial Group Nov 2024 - Feb 2025

- Supported cloud services, server compatibility testing, patching, and build-out activities for financial technology environments.

- Worked with Azure-based data and service solutions, helping assess reliability, integration readiness, and operational improvements.

- Collaborated with technical teams to document findings, communicate issues, and improve repeatable support processes. Help Desk / Onsite Technical Support ISCO Industries Nov 2023 - May 2024

- Resolved user, endpoint, software, printer, account, and infrastructure issues while maintaining clear ticket updates and escalation notes.

- Managed laptop upgrades, repairs, imaging, hardware lifecycle tasks, and user onboarding support to reduce downtime.

- Created troubleshooting documentation and repeatable support procedures for common incidents and internal software issues. DevOps Engineer Navigator Games Jul 2022 - Aug 2023

- Automated game server deployments using Jenkins and Ansible, improving deployment consistency and reducing manual effort.

- Built a Slack bot to streamline Nebula and WireGuard VPN configuration and certificate-related access workflows.

- Implemented Prometheus-Grafana monitoring and maintained deployment documentation, improving observability and team handoffs.

- Supported AWS security group reviews, EC2 optimization, Perforce/Git workflows, and operational troubleshooting for live game infrastructure. Junior DevOps Engineer BioWare Corp Apr 2021 - Apr 2022

- Configured, deployed, and maintained microservices and web applications built with C#, Angular, Docker, and JavaScript.

- Supported QA and testing services by maintaining environments, deploying updates, managing certificates, and troubleshooting service issues.

- Documented issues, fixes, and support patterns to create a practical knowledge base for team members and onboarding. Customer Tech Support Specialist London Drugs Ltd. Oct 2011 - May 2023

- Delivered technical support for computers, networking-adjacent devices, software setup, and customer troubleshooting in a high-volume retail environment.

- Built step-by-step support processes for device setup and common technical issues while maintaining a strong customer-service focus. EDUCATION

Diploma, Digital Media and IT - IT Systems Administration Northern Alberta Institute of Technology (NAIT), 2018 - 2020 Active Directory, Windows Server, SharePoint, Exchange, Linux, MySQL, Bash, PowerShell, network capstone, automation fundamentals. Diploma, Digital Media and IT - Game Design

Northern Alberta Institute of Technology (NAIT), 2013 - 2016 Dean's Honour Roll; project planning, technical communication, web/design foundations, media/game production workflows. ROLE ALIGNMENT

Prepared to support Government of Alberta EIM systems by applying production support, testing, scripting, documentation, and stakeholder communication strengths to OpenText Content Server, Kofax/Tungsten TotalAgility, Oracle WebCenter, Documentum, Adlib, and related content-management platforms.

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