Deskside Support Analyst, Systems Administrator, IT Support

Systems Administrator with over 10 years of technical support experience in Windows operating systems. I have 7 years of Microsoft Server administration experience in Windows Server, SharePoint Portal Server, Live Communications Server and Microsoft Exchange Server environments • Wide-range of experience in installation, troubleshooting and upgrading software, hardware, and peripherals • Planned and implemented key software installations, that resulted in significant improvements in system reliability, performance, security and up-time • Trained staff to use applications, services, and tools to improve performance on the job • Able to gain knowledge at a quick pace • Excellent communication, listening and interpersonal skills • Strong work ethic, problem-solving, organizational, and multi-tasking abilities • Team player • Effective under pressure • Very dedicated to get the job done on time
Core competencies include:

Feb 2008 – Present
Intermediate Desktop Services Analyst, Neovia Financial / Neteller

Proficient technical support to 300+ users worldwide including: Executives, Developers, Finance, Operations, & Infrastructure. With the use of the Remedy system I was able to quickly & efficiently provide priority support to users and clients. While in charge of software deployments I was able to use a variety of effective methods including: SCCM / SMS, Active Directory, & Scripting. Created documentation for key application and service deployments. Consulted with Network and System Admin, Development, & Operations teams when testing hardware, applications, and services. I successfully planned & deployed the RightNow application to the Customer Service department. I was able to quickly troubleshoot user issues related to profiles, security, e-mail access, and computer performance. I was successful in proving that I am capable of resolving multiple issues simultaneously while providing top customer service.  Migration of users & computers to new corporate domain.

•Managed corporate PC images for efficient deployment
•Created and managed inventory management system
•Deployed Windows Server Update Server to manage security updates
•Company wide deployment of Office 2007
•2nd & 3rd Level support contact for all software & computer configuration issues
•Technical lead for RightNow deployment and support

Operating Systems: Microsoft Windows Server  2003, XP Pro, Fedora/Linux
Hardware: Laser Printers, Fax, Multi-Function, HP Plotter, BlackBerry
Applications: MS Office 2003/2007, Blackberry Enterprise Server, Remedy, FireFox, Internet Explorer, Trend Micro OfficeScan, SCCM, Exchange 2007

Jan 2007 – Feb 2008
IT Specialist, 3D Internet Inc / Protek Computers Inc

Responsible for providing on-site technical support to existing clients in engineering, oil & gas, and other professional associations located throughout Calgary. Setup, Deployment, and Maintenance of Servers, Workstations, Mobile Devices, and other hardware. Planned, designed, maintained and tested backup systems of Servers, Workstations, and File Shares. Troubleshooting, repair and maintenance of HP laser printers. Efficient resolution of user problems related to Windows operating systems, Office systems, setup and synchronization of Blackberry’s and other mobile devices.

•Efficient deployment of DST2007 updates to Servers/Workstations/Mobile Devices
•Created and managed inventory tracking
•Initial support contact for all hardware and software issues

Operating Systems: Microsoft Windows Server 2000, 2003, XP Pro
Hardware: HP Ultrium Tape Drives, Routers, Switches, Hubs, Scanners, Laser Printers, Fax, Multi-Function, HP Plotters, BlackBerry, Windows Mobile Devices
Applications: Symantec Backup Exec, Arcserve Backup, MS Office 2003/2007, Outlook 2003/2007, AutoCad 2007, FireFox, Internet Explorer

Sep 2006 – Jan 2007
Field IS&T Deskside Support, Bantrel / Bechtel

Provided desktop and user support to management working on site at the Shell Scotford Refinery. Responsible for the initial on-site roll out of workstations and printers. This included telephone and on-site technical support of desktops, laptops, and printers. I was a member of a three person Field IS&T team to deliver the quick efficient support where I was the Desktop Support Lead for 300 users. Base system images were created, tested, and deployed to minimize deployment time. All systems were domain connected to head office via the fiber WAN connection. Active Directory and Group Policy was implemented to manage security and administration.

•Efficient deployment of 300 desktops
•Created and managed inventory tracking
•Initial support contact for all hardware and software issues

Operating Systems: Microsoft Windows XP
Hardware: Dell Desktops, Routers, Switches, Scanners, Laser Printers, Multi-Function, HP Plotters
Applications: MS Office 2003, Outlook 2003, Citrix Apps, MS Project 2003 Professional, MS Visio 2003 Professional, AutoView, AutoCad 2007, Infoworks, Internet Explorer

Feb 2004 – Present
IT Consultant, Dream Horizons / Med-Nexus

Responsible for the planning, deployment, maintenance, and management of a server farm. Which included: Windows Server, Exchange, Live Communications, Project, Virtual Server, Internet Acceleration Server, SharePoint Portal, and SQL Server. Provided telephone and on-site technical support of desktops, laptops, servers, home use PCs, software and peripheral devices, as 1 of 2 team members serving ~200 users. This included system configuration, installation, security, remote access, troubleshooting, repairs and upgrades in a network environment. I was also in charge of providing on-site support to a Medical Office client, which included its own server and administration of email, calendars, network shares, file and network security. Active Directory was used to set up and administer client accounts, and provide forest trusts. Developed and maintained complete documentation of all systems and services. Performed regular inventory reporting and management. Participated in the roll-out of a community portal where I was the Portal Administrator for the Health Sector. This role included: setting up pages, retrieving and uploading initial content, and managing security to the health sector area. I was depended upon to setup training labs for Corporate IT Training. These setups included: installation of Oracle, Server 2003, Exchange 2003, Visual Studio, SQL Server, etc according to the lab course ware requirements.

•Administered the companies Active Directory / Windows Server 2003 network.
•Managed DNS, DHCP, IIS, and Group Policy on a Server 2003 network
•Managed, supported, and maintained the 24/7 up-time of the enterprise Exchange Server 2003 environment.
•Developed user documentation for Outlook 2003 and Outlook Web Access.
•Deployed, managed, supported, and maintained the enterprise wide SharePoint Portal Server 2003 environment. Disaster recovery planning and implementation.
•Created & maintained technical documentation of all issues and resolutions related to SharePoint Portal Server 2003
•Planned, and deployed Service Pack 1 for Windows Server 2003 across the enterprise.
•Upgraded all Servers & Workstations with security updates, patches, service packs, etc with the use of Windows Server Update Services.
•Deployed ISA Server 2004 Firewall, published websites, portals, Rpc over Https, and all other essential services to internal network.
•Deployed Live Communication Server 2005 R2 to allow internal and external real-time communications. Via text messaging, audio, and video.
•Performed software maintenance and replaced hardware on servers and workstations with minimal or no downtime. Assured 24/7 availability of servers and services
•Created technical documentation of all servers and services.
•Involved in NGCPA Project to deliver the Northwestern Ontario community portal for Thunder Bay, Dryden, Marathon, and Manitouwadge.
•As Health Sector Portal Administrator I deployed and administered the Health Sector of ournorth.com. Including: Creating pages, content, and managing security access to the areas.

Operating Systems: Microsoft Windows XP/2000 Professional, Server 2003, Mac OS X Tiger
Hardware: HP Desktops, Servers, RAID Hardware, Wireless Access Points, Routers, Switches, Hubs, Scanners, Printers, Fax, AIO,
Servers: Windows Server 2003, Exchange Server 2003, Live Communications Server 2003/2005, Internet Acceleration Server 2000/2004, SharePoint Portal Server 2003, SQL Server 2000, Project Server 2003, Virtual Server 2005, Windows Server Update Services, EMC Dantz Retrospect Backup, Trend Micro Office Scan, Portal Protect, Server Protect,
Applications: MS Office 2003, Outlook 2003, MS Project 2003 Professional, MS Visio 2003 Professional, Macromedia 7/8 Flash, Dreamweaver, Fireworks, FireFox 1.5, Internet Explorer 6/7

Jan 2003 – Mar 2004
Computer Sales, FutureShop

Presented computer hardware and software solutions to meet the clients needs. Maintained clients by providing excellent customer service and technical support before and after the initial sale.

Operating Systems: Microsoft Windows XP/ME/98
Hardware: HP, Compaq, Gateway, Cicero, Emachine Desktop Computers, Brother Printers & AIO, HP PhotoSmart, LaserJet Printers, IPaq, Scanners, Linksys, Dlink Networking
Applications: Microsoft Office 2003, Windows Media Player, Netscape 7, Internet Explorer 6

Jan 2002 – Jun 2002
IT, Network Administrator, Management, Atlantis Direct

I was responsible for the day to day management of the server and workstations in an outgoing call centre. Including hardware & software technical support, troubleshooting & analysis, and maintenance of the predictive dialer. Management tasks included supervising, training, and assisting in the interviewing, hiring, and firing of representatives.

•Recommended, planned and implemented the upgrade of Windows NT 4 Server to Windows 2000 Server
•Responsible for the reliability of 100+ workstations
•Regular updates and software installations over network to lock-down security permissions
•Network configuration, maintenance, and management.
•Regular monitoring of representatives performance daily. Motivate staff to increase sales throughout the day
•End of Day reporting to Clients
•Training on new campaigns

Operating Systems: Windows XP/2000 Professional, Windows NT 4, 2000 Server
Hardware: Desktops, Server, Linksys Routers, Switches, Hubs
Applications: MS Office 2000/XP, Truedial Telemarketing Software, Visual Fox Pro, MS Access, MS Visual Basic.NET, IIS, Internet Explorer

Jan 2000 – Dec 2002
Computer Technician / Owner & Operator, CompuTech

Provided high end custom computer solutions with excellent customer service. Solved client needs for advanced troubleshooting, network configuration, and on site emergency response.

•Build customized high end computers
•Technical support, Customer service
•Computer sales and marketing
•Network Configuration and Management

Operating Systems: Windows XP/2000/NT/ME/98/95
Hardware: Desktops, Servers, Routers, Switches, Hubs, Printers, AIO, Fax
Applications: MS Office 2000/XP, Macromedia Flash, Media Player, Internet Explorer

Mar 2000 – Jan 2002
Technical Support Agent, Conduit Technologies

Provided the day to day technical support required by the ISP clients as part of a 10 member team. Resolved problems relating to DSL hardware, connection software, email, and browsers over the phone.

•Telephone Support
•Configuration of PC and Mac
•Variety of browser and email software
•Reporting of downtime problems
•Customer service
•Solving clients problems during initial contact

Operating Systems: Windows XP/2000/ME/98, Mac
Hardware: Desktops, Routers, Modems, Switches, Hubs
Applications: Outlook, Opera, Netscape, Internet Explorer

Dec 1999 – Mar 2000
Technical Consultant, Infassure Inc.

Deployment and support of remote data backup software on client machines. Communicated with suppliers and vendors for computer hardware inventory. Customized computer packages to meet clients needs.

•Provided Installation, support, and technical support on site with Veritas Backup Software
•Computer sales, Networking, Problem Solving, Technical Support

Operating Systems: Windows 95/98, Windows NT 4 Server
Hardware: Desktops, Server
Applications: MS Office, Veritas Backup Software, Internet Explorer

EDUCATION

Microsoft Certified Professional
Microsoft Certified Professional ID: 3420645
70-290 Managing and Maintaining a Microsoft Windows Server 2003 Environment

Microsoft Official Curriculum:
2297 – Planning, Implementing, Managing and Maintaining a Server 2003 Environment
2279 – Planning, Implementing, and Maintaining a Server 2003 Active Directory Infrastructure
2014 – Customizing Microsoft Office SharePoint Portal Server 2003
2373 – Programming with Microsoft Visual Basic .NET

Computer Programmer Analyst, Confederation College 1996-2000
Programming with Visual Basic, Oracle, Access
Microsoft Office 97, 2000
Systems Analysis and Design
Networking, NT Server, Linux
Computer Hardware, Troubleshooting