Support Analyst

SUMMARY OF SKILLS

• Sound Knowledge of the System Development life cycle (SDLC), and other Project and Business Management theories.

• Strong knowledge of Database and System Design.

• Sound understanding of wireless technologies ( Blackberry and Blackberry servers)

• Customer focus – demonstrated excellent customer service skills in previous jobs supporting and training clients, peers and management.

• Strong troubleshooting skills with Network Technologies ( Active Directory, Routers, Cabling, Servers)

• Studying Project Management ( through IEEE)

PROFESSIONAL EXPERIENCE

McCarthy Tetrault (Law Firm), Toronto, Ontario Canada

Position Held: Support Services Representative November 2010 to Present

• Provide technical support from first call to resolution

• Handle and troubleshoot all software issues

• Give excellent Customer service for all technical issue

• Troubleshoot, Desk side and Via phone all hardware and network issues

• Working with management to change processes to make the IT department more efficient

Use of Time: 100% Helpdesk and Troubleshooting;

Technical Environment: VPN, Propweb, Word, Excel, PowerPoint and Access, Visio, Microsoft Project, Outlook, Windows XP, Active Directory, HP printers, HummingBird, Citrix, Internet, Blackberry, BES issues

Financial Service Commission of Ontario, Toronto, Ontario Canada

Position Held: Technical Support / System Web Design February 2010 to April 2010

(Licensing Link Officer)

• Provide technical Support for both Insurance and Mortgage brokers in the renewal application process.

• Examine issues involving FoxPro and Website create and implement solutions or escalate the issue to appropriate levels of support.

• Provide suggestion, documentation and design updates for Website improvement for current and future application process for the stakeholders.

• Provide support, and suggestions to fellow Team Members regarding the support of stakeholders.

Use of Time: 10% Helpdesk and troubleshooting; 80% Training; 10% Designing and Documenting

Technical Environment: FoxPro, MS Word, MS Outlook, MS Access, Firefox, Netscape, MAC and Internet Explorer.

Millennium Care, Toronto, Ontario Canada

Position held: Senior Technical Support Analyst October 2003 to January 2010

• Provided first and second level support via phone, e-mail and remote access to 50,000+ users spanning 10 accounts; clients included Famous Players, Deloitte, AGF / Unisen and the Ontario Lottery and Gaming Corporation

• Supporting multiple Windows platforms and IIS operations

• Troubleshoot and Training Stakeholders in Microsoft Office suite (Word, Excel, Access and Outlook including Exchange Sever, PowerPoint, Visio, and Project). Lotus Notes, desktop PCs, laptops, servers, POS systems, handheld devices and other common and proprietary applications.

• Troubleshoot network, and server issues, including routing and firewall, VPN issues, and Active Directory

• Supporting Database including SQL, Normalization, and design of databases.

• Developed and troubleshoot VBA code and Macros for all office suites

• Diagnosed hardware failures for workstations and servers.

• Developed and documented knowledge base solutions, implemented new incident management processes and employee training programs, resulting in more efficient problem management, decreased turnaround times and increased client business

• Design training program for the clients and fellow team members.

• Learn new propriety programs and design and document troubleshooting materials around those programs

• Supported user in desk side and network operations

Use of Time: 80% Helpdesk and troubleshooting; 10% Training; 10% programming and database design.

Technical Environment: VPN, Remedy, I-care, Lotus Notes, CMS, MS SQL, Word, Excel, PowerPoint and Access, Visio, Microsoft Project, Outlook, C/C++/C#, Visual Basic, Simple Query Language, Java , Novell 5, Windows 2000, Windows NT, Windows XP, Vista, Exchange Server , Active Directory, Routers, VMware

Deluxe Body Care, Markham, ON (co-op) October 2001 – October 2002

Lead System Business Analyst, Java Programmer

• Examined legacy system and documented its methodologies.

• Created best possible solution to meet the client’s needs using analytical tools.

• User time manage, analytical, organizational and decision making skills to complete the project

• Documented Point of Sales system using Visio and Microsoft Project tools to create Gantt Charts, Entity Relational Diagrams, and Data Flow Diagrams.

• Developed Database using PostgreSQL, SQL/PL.

• Programmed using Java, and RMI, to create The Point of Sales System.

• Tested and Implemented program for Client.

• Train client on new point of sales program

Use of Time: 70% System Design; 10% Programming; 20% database design

Technical Environment: PostgreSQL, Linux, Visio, Microsoft Project, Java, Windows XP

EDUCATION

DE VRY University, Calgary, Alberta Campus 2000 - 2003

• Bachelor of Science

• Major: Computer Information Systems

• Minor: Business Information Systems

REFERENCES

References are available upon request.

Contact this candidate