Senior System Analyst
Share Service Canada
Total years of experience :23 years, 1 Months
Provided technical assistance in migration of client computer System from Windows 7 to Windows 10 platform
• Distributed the core Windows build, managed security patches, supported the software distribution platform, maintained PC configuration settings and provided reporting on the Windows environment
• Installed and Supported of PC's, Printers and third party software’s
• Created Active Directory accounts for new employees, configure their e-mail address, VoIP System and add/remove programs from their desktop if needed.
• Collaborated with internal teams and third party vendors to resolve complex technical issues
• Created port exception policies on our Anti-virus by monitoring for intrusions, providing virus protection defenses
• Documenting all the new policies and procedures in RAD's internal wiki
•Follow Client Policies and Procedures
• Fulfill back and restore requests for internal and external clients
•Analysis and troubleshooting of the VMWare environment
• Performed daily System monitoring, verifying the integrity and availability of all hardware, server resources, System and key processes, reviewing System and application logs, and verifying completion of scheduled jobs such as backups
•Support a network infrastructure, desktops and servers, disaster recovery systems and IT/WAN Infrastructure to ensure uninterrupted 24/7 operations.
•Participating in the implementation of from vendors such as IBM and HP on a Solaris and or Linux platform
•Providing support and problem resolution for existing projects on a Solaris and or Linux platform
Elections Canada
Provide administrative support (e.g., explaining electoral issues, form retrieval, reviewing correspondence, etc.) to Directors, Returning Officers and their electoral district staff
•Conduct research using the ECDocs application to support Returning Officers and their electoral district staff
•Track and manage information, documenting all calls, emails and faxes from all calls from Elections Canada Head Office and Returning Officers into HelpVisiion, which is the information tracking system of Elections Canada, to resolve or escalate requests
•Routinely tracked and managed information collected during phone calls to electors, using MS Word, a word processing application, in support of the Investigator Officer on election irregularities, misleading electors, and fraudulent statements at the polling station in electoral district
•Provided guidance with searches conducted on the Elections Canada Voter Information Service (VIS) application, available on the corporate website
•Responsible for management of the complete call center floor, customer experience and operations in ensuring service levels are consistently achieved
• Motivate and support employees to ensure optimum engagement levels
• Lead, contribute and support: customer experience, retention, and sales incentives as well as campaigns (short and long term)
• Oversee performance management process for team (coaching, reviews, and discipline)
• Lead and provide support by building solid relationships with team members and provide on-going coaching and feedback
• Communicate departmental targets and follow-up accordingly
• Oversee the recruitment and selection process
• Own the customer experience and resolve escalated customer issues
• Administrate needs of assigned team members, including regular performance reviews, vacation, compensation and incentive rewards
• Prepare detailed reports on various key performance indicators and recommend tactics or strategies to close gaps
Working collaboratively with the Professional Services team to provide security solutions for clients
•Planning and implementation of network security
•Defining security requirements from clients
•Determining system architecture specifications
•Configuring and validating secure network systems
•Identify, analyze, evaluate and propose alternatives and strategies to any technology
•Install, test, configure, and monitor particular facets of technology and optimize technical installations
•Maintain and control documentation for technology hardware, software and solutions
•Testing security products and systems in order to identify security weaknesses
•Support applications such as :VTAX, SAP, PLT, ICON, MARVEL, ITSP 5, VM Ware, Citrix, and Web Base service management applications
•Being a key point of contact for clients and within the team on all network security issues Managing and maintaining MARVAL incident helpdesk management software (ITSP 5 for recording/logging, analyzing, prioritizing, escalating, tracking and providing feedback on all incidents received;
•Experience deploying and administering various firewall based appliances (Cisco PIX/ASA, Fortigate, Checkpoint and Juniper)
•Support clients to well function their new windows7 installation and adding missing software and hardware
•Maintain up-to-date knowledge of particular technologies and products supporting that technology and assure the integration of all aspects of IT solutions
•Ability to effectively function as a team player in addition to managing multiple responsibilities with competing priorities
•Ability to work effectively and efficiently within time constraints
•Excellent verbal and written communication and documentation skills
•Managed, established and monitored the WAN and LAN network for Nova Project.
•On timely basis monitored, Installed & Configured the DELL Power Edge Servers, Domain Controller Servers and RAID Configuration.
•On timely basis checked, monitored and managed the Installed the Microsoft Windows Server 2008 Active Directory
•On timely basis monitored the Routers, Cisco Pix 501 firewalls for the Project, DNS, DHCP, Terminal Services, Backup Exec v9
•Support the Users in Software Applications (Apple OS, Windows XP/Vista/7)
Environment: Microsoft Windows Vista, Microsoft Windows XP, Microsoft Windows 2003/2008 Server, Microsoft Windows 2000 Pro, HP WebJet, HP & Lexmark Lazer Printers, Blackberry, Blackberry Desktop Manager, Ms Office Suite 2003, Microsoft Access, Internet explorer, Mozilla Firefox, Marval Tracking Tool, Citrix Program Neighborhood, Roxio Easy CD Creator, Nero Burning Rom, Exchange, Lotus Notes, Adobe Acrobat( Standard and Professional Reader)
Technical support group providing technical helpdesk support to hundreds of Doctors and Nurses at the Montfort Hospital (Ottawa)
Duties Description:
•Supporting Hospital Applications
•Answering Incoming Calls / Helpdesk Technical Support
•Setting up printers/faxes in a network environment
•Supporting clients(Doctors and Nurses) in the hospital with over 100’s users
•Installing and Configuring Windows Systems - Working under the environment of windows XP &7
•Using Active directory ( Resetting Passwords, Managing and changing accounts, Granting Rights
• Providing 1and 2nd and 3rd level technical support to network account clients and system administrators. Assisted client with account setup, provided assistance with user logins, troubleshoot account issue and escalated to appropriate support team. Supported a network greater than 2 thousand workstations. Citrix XenApp Presentation Server
• Cisco Virtual Private Network Client and Gateways
• Sygate Personal Firewall
• McAfee ePolicy Orchestrator
• Administrate needs of assigned team members, including regular performance reviews
• Used blackberry manager on daily basis. Find user information on blackberry server, reset passwords, activated blackberry devices for client; troubleshoot blackberry issues such as email access problem, and hardware problems.
• Used ICE call management application daily for receiving call, for personal breaks, for contacting clients.
• Used MS Active Directory network to administer client accounts, modify client information if necessary, and install network devices such as network printers..
• Active Directory service 2003, 2008, 2008 R2.
- DNS, DHCP.
- Installing and configuring Windows server 2003, 2008 and 2008R2.
- Installation, configuration and administrating Exchange 2003, Exchange 2007 and Exchange 2010
- Installation and configuration of IIS and FTP in Windows Server 2008, 2008R2.
- Deploying OS through WDS.
- Installation and configuration of Hyper-V.
- Health Checking and Patch Activity for Servers.
- Installation & configuration of Windows Media Server
- Installing, configuring & administrating File servers in windows server 2008, 2008 R2.
- Installation & configuration of Certificate Authority and ability to create and renew certificates for servers.
• Hardware and software support and troubleshooting in a Windows based environment At Transport Canada .Supporting client with windows operating issues, supported client Hummingbird problems, Outlook issues and Microsoft office tools.
• Daily support of email problem with MS Exchange 2003 Server Mail. Assisted client with accessing correct email servers, troubleshoot email server issues, escalated if necessary to appropriate level of support.
• Used remedy application extensively for each call or action needed. Input service tickets trough remedy, modified services ticket, assigned to correct teams. Documented all data in remedy.
• Assisted client in accessing Citrix based website to access application and troubleshoot with client problems with the Citrix Meta frame console.
• Extensive use of remote assistance software to assist client with software issues
• Assisted client with problem regarding MS Windows XP Professional, Outlook, and windows server 2003 such as windows problem s, outlook application failure, server not responding issues. Installed printers for client. Configured outlook application to reflect their network account, troubleshooting Microsoft office application errors.
• Worked with Citrix presentation server consoles to check client accounts issues and troubleshoot as necessary.
• Supporting client with Transport Canada secure network. Resetting passwords, check account status, troubleshoot the hardware with client and escalate to the appropriate team if necessary.
• Supporting office automation tools such as Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Internet Explorer, Microsoft Outlook, Corel Quattro Pro, Corel WordPerfect, and Corel Presentation. Configuring Microsoft Office on workstations and installing them for users.
• Worked in a team environment dedicated to client support. Assisted each other for providing good service to clients.
• Assisted client in configuring LAN and Wireless networks on Transport Canada laptops. Supported client troubleshooting LAN issues and internet connection problems.
• Provided information for client what forms the need to complete PKI accounts. Informed users who to contacts regarding PKI account creation, deletion and modification.
This position involved assisting customers that call to book the workshop and finding hotel for them customer’s needs.
Duties Description:
•Responding to enquiries by phone and electronically
•Finding hotel that can organize a workshop groups of 100 Rooms, 3 classes for 30 people each
•Coordination of Buses
•Coordination of Field Unit Coordinator
•Communication with participants and facilitators
•Order all supplies needed for the week
•Reserve laptops from PeopleSoft Group
Environments: Microsoft Windows XP &7, Microsoft Windows 2000 Pro, HP Printers, Dell Printers, Internet Explorer,
Completion of Electronic Engineering Technician Algonquin College Canada