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Enterprise Technical Support Advisor Resume

SUMMARY

  • A highly qualified IT network administrator and client support professional wif 18 years of varied experience in technical and project management experience wif incrementally increasing responsibility.
  • me has supported clients in a variety of industries such as government, financial and manufacturing, at all levels, from reception to C - Suite.
  • A big believer in life-long learning, my technical skills go way beyond troubleshooting and IMAC, me has always kept up to date wif Network administration (Windows and Linux) and networking (Cisco) and scripting. …and sailing, guitar, Thai cooking, scuba diving, whatever occurs to me to take on next.

TECHNICAL SKILLS

  • CCNA
  • SCCM
  • Customer Service
  • IT Helpdesk
  • Solar Winds
  • VMWare and Hyper-V
  • Linux (CentOS)
  • MS Exchange Server
  • Firewall and Anti-Virus
  • MS Active Directory, Group Policy
  • TCP/IP, DNS, DHCP
  • WINDOWS SERVERS
  • FIREWALLS
  • COTS APPLICATIONS
  • VPN, remote access
  • PowerShell
  • SQL Server
  • Backup and Recovery
  • Project Management
  • MS Server 2012 MSCA
  • Android and iOS Devices
  • Training and Mentoring
  • Website Support, IIS
  • MS Office 2016 and Office 365 on Azure
  • Reporting Software and Excel

PROFESSIONAL EXPERIENCE

Confidential

Enterprise Technical Support Advisor

Responsibilities:

  • Provided break-fix technical support for Network Administrators and System Administrators in regards to specialized enterprise monitoring and reporting software (mainly Active Administrator and Enterprise Reporter)
  • Managed up to and over 20 service requests at one time leveraged knowledge of Microsoft enterprise infrastructure (mainly domains/trusts wifin Active Directory) to analyse potential network issues
  • Used and modified SQL scripts and SQL diagnosing tools to diagnose issues wif SQL servers
  • Diagnosed potential issues at teh server level (MS Server 2008, MS Server 2012, MS Server 2016, MS Server 2019)
  • Used PowerShell for larger-scale changes

Confidential

Windows 7 to Windows 10 migration Specialist

Responsibilities:

  • Started by taking a survey of teh client’s applications, backing up their profile and teh computer configuration
  • Installed Windows 10 over teh network (PXE boot and SCCM), and upgraded teh hardware memory (desktop, laptop, or thin client)
  • Kept track of all inventory changes as me upgraded computers
  • Performed any technical support related to teh upgrade, from missing access to any application incompatibilities
  • Was a resource for other team members, through escalating any issues dat need attention and sharing any solutions to problems dat resolve myself

Confidential

Project Specialist / Desk-side Support

Responsibilities:

  • Organized and executed a project to replace aging laptop and mobile devices across Canada, assigned new laptops to users, built them to spec using SCCM, and tan liaised wif every user and made sure dat they had a seamless transition to their new computer, wif all needs met wif minimal disruption
  • Made sure dat all standards regarding record-keeping, reporting, security, inventory and client satisfaction were kept, higher TEMPthan teh organization’s requirements, as work alone wif minimal supervision
  • Dealt wif all technical support issues related to teh upgrades, and miscellaneous support issues in teh office was situated in (~40 users)
  • Supported all users across Canada on any Help Desk issues they may has had
  • Issued and troubleshot mobile Android and iOS devices
  • Kept track of all inventory dat me received/issued

Confidential

Windows 7 to Windows 10 migration Specialist

Responsibilities:

  • Received PCs and laptops dat has a generic Windows 10 image installed through SCCM and customize it for teh end user
  • Ensured dat all required software and hardware is installed and functional
  • Configured all user settings and customizations and resolve any technical issues before teh user logs in

Confidential

Windows 7 to Windows 10 migration Specialist

Responsibilities:

  • Met wif teh client and explain teh need for teh upgrade, and identify their application and hardware needs
  • Backed up any local profiles for users of teh machine
  • Installed Windows 10 on an equivalent, approved replacement computer wif all required applications, using teh Operating System Deployment (OSD) module of SCCM
  • Met wif teh client a second time to replace their computer, making sure their personal data, applications, and all other access is in place
  • Used cots for product installation and pushing patches.
  • Took care of any technical issues related to teh upgrade, from lost access to any application incompatibilities
  • Was a resource for other team members, through escalating any issues dat need attention and sharing any solutions to problems dat resolve myself
  • Kept up-to-date records for all workload assigned and performed

Confidential

System Administrator

Responsibilities:

  • Was a HQ System Administrator of a multi-national corporation responsible for maintaining sites across teh globe and supporting teh local IT staff - our organisation used both local installations and Azure and provided installation and support for both Office365 and email
  • Did project work to install and design our new Service Now halp desk system
  • Administered teh new Solar Winds project, teh first time our organisation implemented it
  • Performed network expansions and improvements, mainly teh upgrading and adding of additional wireless access points, teh purchasing and replacement of network switches, patching network firmware and replacing hardware
  • Wrote documentation for procedures to be used by IT professionals
  • Did technical support, primarily network connectivity issues regarding teh LAN, VPN, intranet/extranet, WebEx tele-conferencing
  • Performed management of network security assets such as network shares and VPN access
  • Controlled user access control wif Active Directory, Group Policy
  • Objects and 3rd-party software such as Confidential
  • Administered our servers across teh globe, MS Server 2008, 2012, 2016
  • Administered our local servers on a VMWare host
  • Configured and monitored Cohesity and Veritas backup products, and Confidential anti-virus
  • Supported user access wif mobile devices (Apple and Android)

Confidential

IT Technical Support

Responsibilities:

  • Performed technical support, primarily project management and troubleshooting, for Nova Scotia Power, teh local power company, me was in teh corporate headquarters, approximately 300 users (6 months)
  • Doing various IT short-term contracts, mostly installations/moves/repairs, for local recruiters. Teh longest was for Bank of Montreal, through Confidential, doing site moves. (about 3 months total)
  • Volunteering for teh “Computers for Schools” program, prepping donated PCs (6 months)
  • Performed some warranty hardware replacement/repairs (HP/IBM) wif Windows and Mac computers for Halifax International Airport (6 jobs, 6 days total)
  • Used cots for product installation and pushing patches.
  • Installed routers and switches (Cisco) on contract for teh Confidential agency. (8 jobs, 8 days total)
  • Replacing laptops for Public Service Alliance of Canada claims litigation lawyers. dis involved building teh new laptop, arranging a time wif teh client, moving all of their apps and data to teh new laptop, and configuring teh new laptop and apps. (two weeks)

Confidential

CS-01 Computer Services Officer

Responsibilities:

  • On teh front-line, 2nd level support for all software/hardware/network troubleshooting issues
  • Performed any Installations, Moves, Additions or Changes of workstations or software required
  • Supported Microsoft Exchange 2010, 2013 and Windows Server 2008, and server backups (IBM Tivoli)
  • Worked on Windows XP and 7 desktops and laptops using VPN and wireless in a ticketed system (BMC Remedy)
  • Undertook temporary assignments in supervisory roles, as well as coaching term and student employees
  • Set up tele-conferencing and A/V equipment
  • Served both Revenue Canada and Canada Border Services (Customs) clients
  • Supported Blackberry, Android and iOS users and clients on teh IT halpdesk, by phone and remotely
  • Was an original member of teh new Access Control group managing access to teh system wif Active Directory
  • Participated in teh Project Team for special assignments - developed a plan of attack and methodology and tan migrated approximately 1,200 PCs and laptops from Windows XP to Windows 7, using Windows 7 images
  • Volunteered to halp 3rd-level support technicians repair a very critical downed mail server (at teh Regional Management Office), identified teh hardware problem, a failed SCScard, and continued to step in-and-out of halping to rebuild and restore teh server while continuing to perform 2nd-level duties for teh regional office (approximately 100 users)

Confidential

Network Administrator

Responsibilities:

  • Installed and administered two Novell servers (ver. 4.11 and 5.0)
  • Installed and administered a Slackware and Red Hat Linux internet server
  • Administered SCO and Red Hat Linux database servers
  • Administered Windows peer-to-peer network for printer and file-sharing
  • Supported access to numerous medical databases teh library furnished via LAN
  • Provided database services to Windows / Mac OS clients in local hospitals
  • Maintained backups wif IBM’s Adstar product
  • Maintained HTML code and wrote CG and PERL scripts
  • Supported over 100 networked users of Windows 3.11 and Win95/98
  • Engaged 3rd party vendors for teh supply and support of hardware and peripherals
  • Gained some practical experience wif PHP and SQL
  • Gained some practical VMware usage
Confidential

Network Administrator

Responsibilities:

  • Administered a Novell 4.11 server
  • Administered teh GroupWise e-mail system
  • Maintained backups wif Confidential ’s ArcServe product
  • Supported over 400 networked users of Windows 3.11 and Win95/98
  • Maintained security restrictions per Federal Government classifications
  • Maintained numerous peer-to-peer networks around teh military base
  • Supported all desktop hardware and peripherals

Confidential

Network Administrator

Responsibilities:

  • Administered a Novell 3.12 server, upgraded it to 4.11
  • Administered a GroupWise e-mail system
  • Maintained backups wif Confidential ’s Arc serve product
  • Administered an OS/2 communication server (Citrix modems)
  • Administered an NT communication server (replaced OS/2)
  • Maintained a 500 CD “jukebox” for LAN users
  • Supported over 100 networked users of Windows 3.11 and Win 95/98
  • Supported all desktop hardware and peripherals
  • Set up tele-conferencing and A/V equipment
  • Maintained voice and data networks and cabling
  • Did Database programming (FoxPro and Visual Basic)
  • Did Database administration (OHS Inspections Database)
  • Prepared reports of requested information for Confidential ’s Compensation Board

Confidential

Volunteer PC Repair

Responsibilities:

  • Repaired PCs and peripherals for redistribution to various non-profit organizations (e.g., schools and libraries) while attending teh Confidential Computer Institute’s IT program

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