Senior Technical Analyst

Parm Johal

** ******** **, *******, ** M*W *X*

Cell: 416-***-****; E-mail: ******@*******.***

CAREER OBJECTIVES

I am seeking a position in managing or developing customer service, technical support, help desk, desktop support, knowledge management programs or some combination of these areas. I have proven experience in managing and developing customer support and service programs for both internal and external customers. Staff training, mentoring, and education, all a part of a successful support operation, are but a few of my strengths. Proven ability to quickly acquire and implement new skills.

COMPUTER SKILLS

Operating Systems: UNIX, Windows XP/NT, and DOS.

Database:MS Access, Oracle9i, MS SQL Server 2000.

Software:MS Project, MS Office 2000/2003/2007, PhotoShop, Dream weaver, FrontPage and PowerBuilder, and Autocad.

Others: Also working knowledge with Servers, PCs, LANs, Modems, Hubs, Routers, Switches, blackberry and various types of network printers, scanners, CD-R/RW, physical cabling and tape backup devices.

WORK EXPERIENCES

Ingenium Group Inc., Toronto

Senior System Analyst (May’2003 - Nov 2008)

•Responsible for all offices in North America holding over 1500 desktops 35 Windows 2003 servers.

•Responsible for all hardware install and configuration trouble shooting.

•Managing 5 Junior Helpdesk Analysts.

•Active directory and exchange configuration and support

•On 24/7 blackberry support

•Implementing new procedures.

•Configured VPN, Blackberry Server

•Maintaining customer relationship with outside vendors and making sure that all products are up to date

•Worked with multiple Engineering applications such as Adapt, EDSA, ETABS and AutoCAD

•Supported Xerox and HP printers and faxes

•In charge of restoring files/folders for users and performing a complete systems backup of all server on a daily bases using the Veritas Backup Exec software

•In charge of creating new images for the departments by using Norton Ghost

•Supported Blackberry, Palm Handheld, PDAs and Sony Clie

•Worked closely with senior executives in the office as a primary contact for most IT related issues

•Traveled to multiple site for server and desktop migration

•Created documentation for end users and IT department for the use and installation of multiple software

Nortel Networks., Toronto

Help Desk Analyst/ Backup Team Leader/Trainer (January’2000 – May’2003)

•Assisting internal Nortel employees with hardware and software issues

•Consistently averaged 50+ calls a day and exceeding customer expectation level by achieving over 90% resolution rate in operating system issues, 80% in software applications, and 90% in customer satisfaction

•Trained fellow co-workers in upcoming applications that we will be supporting within the call-center

•Supported user base between 50,000 to 100,000

•Use Remedy Software to submit cases into databases and 2nd level support.

•Completed and supervised the editing and updating of the outdated Global Knowledge database within an assigned deadline

•Resolved teleworker network and connectivity issues in dial-up, VPN, and ISDN, resulting in consistently exceeding 90% first level resolution target.

•Supporting Second Copy, backup software for all internal employees, installation, configuration, and troubleshooting

•Accelerated in Outlook 2000, XP, and teleworking troubleshooting, resulting in a 94% resolution rate

•Provided firmware upgrade for 150 PC’s at the Workers Compensation Board head office in Toronto, thus correcting a software error in the customer’s application

•Skilled in resolving network (LAN and WAN) and server support issues, which included domain authentication, password resets, DHCP and static IP address configurations

Peel District School Board, Toronto

Systems Analyst

(May’1998 – January’ 2000)

•Network administration of 5 Novell and 4 NT servers, technical Support to the desktop support team.

•Ensuring undisrupted connectivity to all local and remote school sites.

•Administration of Netscape Proxy Server.

•Installation of new systems and perform Hardware/Software upgrades.

•Disaster Recovery Planning.

•Installation, Configuration and administration of Windows '98, Microsoft Office 2000, Netscape, Internet Explorer, FrontPage 2000.

•Planning Annual Maintenance Contracts for PC's, Printers.

•Preparing materials and conducted professional development workshops to staff on Office (WORD, EXCEL, ACCESS, and POWERPOINT).

•Co-ordinate and support issues with high school principal

•Training, developing and supervising teachers with new software

•Update and modify company web pages

EDUCATION

Humber College, Toronto, Canada

Diploma in Computer Engineering and Networking, June 2000.

TRAINING/CERTIFICATES

•CompTIA A+ Certification

•Microsoft Certified Systems Engineer NT 4.0 (MCSE)

•Microsoft Certified Systems Engineer 2000 (MCSE)

•Microsoft Certified Professional (MCP)

ACTIVITIES

Involved in cultural program and activities as a treasurer of Humber College South Asian Society

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate