SUMMARY:

• 10 years of experience as a senior IT Analyst, Network/Infra, System/Application, Cloud/E - com
• 7 years of experience in Engineering: Electrical, RF, Aeronautics & Automated Production
• 8 years of experience in Management, Administration, Sales & Public Relation
• 14 years of experience in Planning/Organizing Travel Groups
• Canadian Security Clearance: Secret

TECHNICAL SKILLS:

Networking: Cisco CCNA (1&2), IP Subnetting and equipments Configuration (Routers,Switches & Servers), Novell, Windows Server/Enterprise, AD & Network Essential

Systems: Unix/Linux, DOS, Windows (98 / XP / Vista / 7 / 8 & 10), WNT4.0 workstation &Server 2000/2008/2012/2016, Novell, Virtual Box, VMware, VxRail, VIM, Hyper-VAHV and Cloud-Azure

Programming: Scripting, Obj. Oriented, Java, SQL, Borne Shell/Nawk, C, LabVIEW,Karel, Grafcet-Ladder, Automate Siemens, Visual Basic, Assembler, (DSP)

Software: Catia (V4 &V5), AutoCAD, Power Draft, OrCad, Protel, MATLAB-SimulinkMicro CAP, MicroSmith, EZnet, AmiPro, Visio, MS Office, ProQoute, Elite Max, Maximo, Impact, Remedy, Citrix, Vision2000, Office365, JIRA & Zendesk

Technical: Production system design, operation management, optimization technology inautomated production, projects profitability analyses, ergonomic and security

PROFESSIONAL EXPERIENCE:

Senior Analyst, Azure Workflow Application Support

Confidential

Responsibilities:

• Provided recommendation for the design and architecture of IaaS, PaaS and SaaS for Orckestra’s clients, based on their needs and budget
• Aimed for and worked at optimizing applications and using best practice for storage to reduce cost of investment
• Supported Azure Cloud-based Applications/Web servers in critical environments, using VMware to access servers in production, staging, and/or integration mode
• Played the role of an administrator for Zendesk and Active Directory
• Managed and Supported issues/requests related to security matters: Fraud payment, law infringement and Cybersecurity
• Provided support to the system of Mass delivery of emails to consumers, using SendGrid
• Managed, triaged and answered clients’ support requests, using Zendesk and JIRA
• Attended weekly meetings with Infra/Cloud team and other teams to discuss current challenges and ongoing projects
• Worked very closely with Developers, Directors, Managers and Engineers to resolve, manage complex technical issues and to fulfill special requests/demands of Orckestra’s clients
• Participated in the integration, configuration and diagnosis of a variety of incidents based on customer expectations and the level of service and procedures put in place
• Analyzed and troubleshooted the workflow of a complex integration of divers services and application servers in a production mode
• Created and reviewed dashboards and system alerts in Panopta and/or Cloud Azure
• Added and updated business partner configurations on the platform
• Resolved incidents related to testing and production
• Documented operational procedures in our knowledge base
• Ensured an appropriate and regular follow-up of assigned customer requests
• Prepared and provided information and documentation to clients
• Deliver results in a timely manner

Desktop Engineer

Confidential

Responsibilities:

• Trained staff on changes due to migration operation (Windows 7 - 10)
• Completed the deployment operation tasks as outlined in the user-specific installation checklist prepared by Customer
• Performed migration of user data during deployments using the Customer’s documented procedures and tools.
• Performed print operation, such as running print jobs and packaging
• Provided deployment reports and escalation contacts throughout project duration
• Saved User settings prior to migration of the PC and restored during the same visit
• Migrated Users, User-data, Mailboxes, Groups, Shared data, Printers and other resources from the existing domains into the Windows domain using pre-defined templates and procedures
• Performed testing on each workstation against mutually agreed criteria
• Provided process improvements recommendations following each site deployment
• Implemented mutually agreed upon improvement recommendations.
• Provided 2 to 4 hours of each morning after a completed migration the day/night before
• Provided Customer with continuous updates about any changes, which might have an impact on the timing of agreed deployment activities.

Senior Support Analyst

Confidential

Responsibilities:

• Provided technical support for resolution including, equipment functionality, configuration and repair, account provisioning, application support, software downloads, and network connectivity
• Effectively managed multiple issues simultaneously while meeting expected deadlines
• Educated customers on new releases and/or possible updates on their products
• Established a strong partnership with Rogers business customers and acted as the customer’s advocate during outages, ensuring a high degree of customer satisfaction through a strong communication process
• Ensured that all customer interactions are thoroughly documented within the ticketing system
• Took accountability to effectively solve issues from beginning to end
• Took the initiative to identify opportunities or problems and ensured appropriate action is taken
• Received and incorporated feedback to improve personal and business performance
• Actively contributed and promoted Departmental Business Deliverables both current and future
• Contributed to Rogers’ knowledge assets through the Knowledge Management System

Senior Analyst

Confidential

Responsibilities:

• Supported both server-side applications running on Linux as well as client-side applications running on Windows in mission-critical environments
• Used VMware to access to Linux system on a Windows operated machine and vice versa
• Triaged and answered clients’ support requests transmitted to Support Center by phone, email, pager, and through Intelerad’s website. Number of clients estimated to be around 800, on three continents
• Focused on providing first level, over-the-phone call resolution
• Took on the challenge of resolving complex technical issues
• Analyzed and Troubleshooted the workflow of a complex integration of network devices, workstations and servers in a production mode
• Managed network devices. Network Technologies used: TCP/IP, network security, IPsec, VPN
• Edited configuration files on Linux servers
• Troubleshooted applications on remote workstations running Microsoft Windows
• All the work is done remotely through secure connections and via phone, email and remote desktop-sharing (ssh, VPN tunnels).
• Performed low-level UNIX tape management (mt, tar, cpio) and technologies (DLT, LTO, etc.)
• Performed database maintenance using SQL statements. Technologies used: (Sybase, MySQL, postgresql)
• Documented, thoroughly and accurately, all work via Intelerad’s tracking system (EricWare)
• Followed through on all calls taken, to ensure customer satisfaction
• Strived to ensure that customers receive the answers and/or solutions required in an efficient and effective manner that meets or exceeds turnaround expectations
• Provided and/or mentoring to new members in the technical support team
• Used “Knowledge base” tool in troubleshooting problems and participated in its enhancement

Confidential

Responsibilities:

• Provided technical assistance by diagnosing and troubleshooting a full range of information technology related issues including BlackBerry/Desktop/Server hardware and software; custom application; and networking related problems
• Performed troubleshooting for Server, Mainframe, Network, Exchange, Batch processing and IT infrastructure related Incidents
• Managed users’ access and privileges using: Active Directory, Novell, LDAP, AIX and Citrix mainframe
• Performed Backup/Restore of data.
• Used VMware for testing client-server environments
• Offered Hotline service to all Canada-Post agents. Services provided beside technical support are: logistics and explanation of Canada-Post rules and regulations
• Supported IT Operation/Production for several accounts simultaneously: Air Canada, Aeroplan, Danone, Covance, Desjardins, Aldo and others. Assisted colleagues located in India to perform certain tasks
• Ensured that all tickets are logged and assigned according to the account's procedures.
• Used Remedy, Impact, Maximo and other type of software as ticketing system
• Handled any Severity 1 & 2's appropriately and assisted OSS dep. with problem determination
• Participated in improving the “Knowledge base” and in the creation of technical documents

Support Analyst, Network/Infrastructure/System/Application

Confidential

Responsibilities:

• Provided technical support, level 1, 2 & 3, covering a full range of computer hardware and software issues, installation/configuration of programs and security/antivirus problems
• Supported and assisted end-users in resolving issues related to Lotus Notes, Same-Time, Outlook, Exchange, installation/uninstallation of programs and security/antivirus problems
• Participated in the migration project: Migrating from Lotus Notes to MS Outlook
• Managed users’ access and privileges. Used VMware

Confidential

Confidential

Responsibilities:

• Taught students using a systematic plan of lectures, demonstration, discussion group, laboratory work, shop sessions, seminars, case studies, field assignment and independent or group projects
• Instructed students in the use of tools of the trade, the proper care and use of materials, and safety precautions.
• Delivered instructions of high quality
• Related successfully with students and staff of diverse cultural, social and al background
• Used appropriate teaching, testing, and grading techniques
• Demonstrated current knowledge of subject area
• Used effective written and oral communication skills
• Maintained records of students' attendance, progress, attitude and s
• Developed curriculum and Selected textbooks and supplementary instructional materials
• Used technology appropriate to the subject taught
• Assisted with students recruitment, retention, advisement, and placement

Expert, Customer Relation

Confidential

Responsibilities:

• Committed to offering an outstanding customer service experience by connecting and building rapport with a wide variety of customers
• Actively listened to customers, asked the right questions, and offered solutions (products and services) which cater to customer needs
• Completed accurate transactions in an effective and precise manner with an attention to detail
• Adapted and dealt effectively with a wide variety of situations and assisted with complex customer issues by providing favorable solutions
• Took ownership to resolve issues from the beginning to end and efficiently resolved issues during the first contact
• Incorporated feedback on a regular basis, to improve my personal and

Manufacturing Automation Programmer

Confidential

Responsibilities:

• Played a key role in the project of controlling, machining equipments, remotely from PC

SMT Automation Programmer

Confidential

Responsibilities:

• Programmed, optimized and analyzed performance results for the SMT placement machines

Electrical Systems Designer

Confidential

Responsibilities:

• Designed, documented, maintained and provided support for electrical & refrigeration systems

Radio Frequency Technologist

Confidential

Responsibilities:

• Tuned different kind of filters, couplers, circulators, diplexers and combiners

Bilingual Regional Inside Sales Specialist

Confidential

Responsibilities:

• Received quotation request and processed them using ProQoute quotation software

Manager

Confidential

Responsibilities:

• Planned, organized, managed, controlled and evaluated all activities of the establishmen