Technical Support Analyst

Dean Ward

A Microsoft Certified Professional with experience in POS, help desk, on-site technical support, retail system staging and network administration. I am looking for a dynamic organization where my skill set and experience will be a valuable asset to the company.

CERTIFICATIONS

• MCSA Microsoft Certified Systems Administrator

• MCP Microsoft Certified Professional

• A+ CompTIA A+ Certified Service Professional

• Network+ CompTIA Network + Certified Professional

HANDS ON EXPERIENCE

SOFTWARE: Microsoft Access, Excel, Front Page, Outlook, Power Point, Visio, Visual Basic, Word. Adobe, anti-virus, anti-spam, Cognos, Crystal Reports, Lotus Notes, Norton Ghost, Partition Magic, PC Anywhere, Regedit, Snagit, Veritas Backup, Winzip.

HARDWARE: POS: Credit/Debit, pole display, receipt printers, scanners, touch screen.

PC/Server Build & Repair: BIOS, CPU, CD/DVD, floppy, hard drive, ISA/PCI cards, modem, motherboard, NIC, power supply, Raid, RAM, SATA, sound, video, USB.

NETWORKING: Active Directory & Group Policy, Citrix, Cisco routers, Firewalls, Terminal Services, DHCP, DNS, DSL, FTP, IIS, RAS, RDP, TCP/IP, VNC, VPN.

Servers: Windows NT, 2000, 2003, MS Exchange, SQL, UNIX & AS400 Operations.

Desktop: Windows 95, 98, 2000, NT, XP, Vista, VMware, DOS, Linux, Mac OS-X.

TECHNOLOGY: CCTV security systems, customer loyalty programs, fax machines, high speed modems, hubs & switches, Internet connectivity, laptops, multiple store rollouts, network installation & cabling, PBX & IP phone systems, PC’s, PDA’s, photocopiers, printers, projectors, routers, RF units, antennas & wireless devices.

Dean Ward

WORKING EXPERIENCE

PAR Pixel Point Software Division Feb/2008 to May/2009

SUPPORT SPECIALIST: Level 3 & 4 POS support to the hospitality industry.

• Providing software, hardware and network support for restaurant POS systems.

• Reproducing issues on test beds to determine the cause and provide a resolution.

• Logging all ticket details into the call tracking system (Sage SLX SalesLogix).

• Resolving issues in Sybase SQL Anywhere 5.5 databases, writing SQL queries.

• Configuring and staging new POS systems.

• Analyzing logs, researching error messages, writing documentation.

Hy and Zel’s - Pharmacy 1 Sep/2004 to Feb/2008

TECHNICAL SUPPORT ANALYST: 3½ years providing level 1 & 2 technical support to a chain of retail stores.

• Troubleshooting various I.T. issues in the head office and branch locations.

• Driving on-site to install and replace equipment. 2-3 days per week on the road.

• Monitoring and troubleshooting nightly store polling.

• Maintaining the company Internet and Intranet web sites.

• Staging, installation and support of POS, cash registers, PC’s, printers, routers etc.

• Purchasing computer equipment and supplies. Conducted a comparison with four vendors to obtain the best prices on ink cartridges, toners and register rolls.

• Established vendor contracts for printer, fax and photo-copier maintenance.

• Wrote documentation and network diagrams for the Procedures Manual.

• Installed patches and service packs on PC’s, laptops and servers.

• Assisted home users with mobile devices, laptops and VPN connectivity.

• Network Administration Duties:

- Add users, computers and printers to the LAN.

- Perform daily backups, change tapes and restore files from tape.

- Check event logs. Research and respond to event ID’s.

- Setup file permissions, groups and sharing.

- Monitor network security, Internet usage and response times.

- Monitor the disk usage and general health of all servers: Backup Server,

File Server, MS Exchange, Linux POS Server, UNIX Enterprise Server.

Triversity Mar/2004 to Sep/2004

TECHNICAL SUPPORT ANALYST: 6 month contract providing technical support to thousands of retail stores as a member of the Global Help Desk team.

• Level 1 & 2 POS and networking support by phone, PC Anywhere and VNC.

• Answered an average of 25 phone calls per day.

• Logged all ticket details into the call tracking system (Service Center).

• Wrote documentation and network diagrams for the Lotus Notes database.

• Received an award for the highest call volume in June 2004, handling 529 calls.

Dean Ward

WORKING EXPERIENCE

A Plus Computer Services Sep/2003 to Mar/2004

HELP DESK ANALYST: 6 month contract providing technical support to clients.

• Level 1 & 2 support. Answered and logged an average of 20 calls per day.

• Performed problem determination and resolution via phone and PC Anywhere.

• On-site support of small business computer hardware, software and networks.

Henry’s Cameras Sep/1998 to Sep/2003

PC SPECIALIST/ NETWORK ADMINISTRATOR: 5 years supporting a chain of retail stores, AS400 and PC users. Administered the Windows LAN and WAN.

• Started as a PC Specialist, configuring and repairing computer equipment.

• Promoted to Network Administrator after two years, in September 2000.

• Managed various projects, including the planning and setup of 8 new retail stores.

• Developed a comprehensive Disaster Recovery Plan.

• In charge of the Millennium Project to prepare all computer systems for Y2K.

• Implemented the GIVEX customer loyalty program in all stores.

• Trained junior staff on the help desk and system troubleshooting.

• Installed servers, printers and PC’s. Applied patches and service packs.

• Purchased equipment and software licenses. Wrote system documentation.

• Assisted the IT Director with budgeting and planning.

Sears Portrait Studios (CPI Corp.)

DATA PROCESSING COORDINATOR: Providing desktop support to the Canadian head office, and POS support to 120 Sears Portrait Studios.

• Coordinated data transfers between Canada and the U.S. head office. New employee and new store setups. Store polling. Reports, queries, spreadsheets etc.

Brampton Public Library

COMPUTER SYSTEMS OPERATOR: Mainframe operations and user support. Ran tape backups and reports. Customer service for public access to library catalogue.

Universal Bailiff Service Ltd.

COMPUTER PROGRAMMER/ OPERATOR: First job after graduating. Wrote Dbase programs to computerize the collection of property taxes for the City of Toronto.

PROFESSIONAL DEVELOPMENT AND EDUCATION

CDI CORPORATE EDUCATION CENTRE (part-time)

• Completed seven courses for MCP and MCSA Certifications.

HUMBER COLLEGE (part-time)

• COBOL, LAN, PC Hardware, MS Access, UNIX, Visual Basic, Windows NT.

SENECA COLLEGE (full-time)

• Graduated with honors after completing a full-time 3 year Diploma in

“Computer Programming and Systems Analysis”.

Contact this candidate