End User Support
IT Shared Services Department of Finance, Energy and Municipal Affairs
Total des années d'expérience :30 years, 4 Mois
March 2012 System Analyst
IT Shared Services Department of Finance, Energy and Municipal Affairs
Server and Client Support
• Providing technical support and analysis, network administration, server administration, computer hardware repair and maintenance, network system performance analysis, system security, and computer system and software training, as needed, for all of the Province of PEI Wide Area Network, including several 7/24/365 work sites.
• Monitoring, maintaining and optimizing all Local Area Networks (LAN) throughout the Province of PEI, ensuring that the service availability of all communication devices are at an optimum level and provide recommendations to minimize problems.
• Monitoring, maintaining, upgrading, installing and troubleshooting network Hubs, Switches, frame relay devices, fibre optic switches and other network connectivity devices to ensure high network availability and performance.
• Monitoring and maintaining network traffic on existing servers and switches throughout the Province of PEI.
• Diagnosing, identifying and resolving computer problems with a wide variety of hardware, software and corporate applications.technology-related positions on troubleshooting techniques
• Diagnosing, identifying, and resolving printer issues, scanners, digital cameras etc.
• Responding to client requests for assistance with IT related problems.
• Providing technical services on site and via telephone or email for end users
• Addressing unresolved incidents effectively and efficiently
• Demonstrating wide informatics technical knowledge/practical expertise
2007 - 2012 Technical Analyst
Bulletproof Solutions Inc. Charlottetown, PE
Servers Support
24/7/365 NOC support Monitoring the government of Prince Edward Island and New Brunswick network, troubleshoot and escalate following the government policy guidelines.
Daily checklist for all hosted servers check the system Integrity, security and application for errors, document, escalate and follow up on incidents recorded.
Servers Support including Firewall, VMWare, Mail, BES, VOIP, File and print, Application (Citrix, Tarantella and Tea), Domain Controllers and Backup.
Client Support
Handle all needs and concerns of the client's of the company based on new solutions or issue with the quality of work based on the service agreements.
Technical Services
Addressing Linux, Mac and windows based issues and resolution to client satisfaction.
This would include but not limited to server issues, configuration of services, migration of data from off network locations, Migration of user accounts to new servers, restore files from backups.
2006 - 2007 Technical Support Representative
Covad Communications Charlottetown, PE
• Level 1 support for Covad residential and business class dsl service.
• Level 1 Support for Covad T1 service (including Cisco router support)
• Level 1 Support for Covad VOIP service.
• Level 2 Support for major US ISP companies.
• Assisting customers with basic networking and router configurations.
• Troubleshooting, open ticket, escalate and follow-up with ISP's to ensure connectivity, document troubleshooting procedure and test results making sure we meet the service level agreement.
2004 - 2006 IT Manager
J. Walter Thompson Beirut, Lebanon
• Responsible for the operation maintenance and decision-making for three international Offices.
• Responsible of mail, file, backup and firewall servers in all 3 offices, train and assist local IT in implementing patches and upgrades.
• Solving networking, PC and MAC hardware, operating system and applications including but not limited to Microsoft Office suite, Adobe creative suite, Lotus Notes server and client and simply accounting.
• Peripherals installation, troubleshooting and repair (scanner, printer, photocopier, external hard drives)
• Working with the regional IT to plan and implement updates, upgrades and other projects related to IT.
• Purchase IT related items follow up document and report to the finance department staying on budget for all 3 offices with monthly visits to ensure IT needs are met and local IT trained as instructed by the regional IT.
2000 - 2003 Application Support Technician
G&M Habis Beirut, Lebanon
• Responsible for the operation maintenance of PC and Macintosh
• Solving networking, hardware, operating system and application issues including but not limited to Microsoft Office suite, Adobe creative suite
• Peripherals installation, troubleshooting and repair (Agfa scanners, printers, photocopiers, external hard drives)
• Beginners training (Mac os9, Adobe Photoshop, Adobe Illustrator and Quark Xpress with Arabic XT)
• Application testing of new versions of Quark Xpress with Arabic XT reporting bugs with the Arabic XT to developers
1999 - 2000 Partner Field Technician
4 Support s.a.r.l Beirut, Lebanon
• Responsible for the operation maintenance and problem solving of Macintosh computers hardware and software.
• Peripherals installation, troubleshooting and repair of Apple products (printer, scanner, external backup tape drive and hard drive)
• Network installation and troubleshooting between PC and Macintosh
1994 - 1999 Field Technician
Interlink SAL (Apple Centre) Beirut, Lebanon
• Responsible for the operation maintenance and problem solving of Macintosh computers hardware and software.
• Peripherals installation, troubleshooting and repair of Apple products (printer, scanner, external backup tape drive and hard drive)
• Network installation and troubleshooting between PC and Macintosh
Skills
Technical Skills
Server platforms: LINUX, Mac OS and Windows servers.
• Desktop Platforms: Windows (3.11, 95, 98se, ME, NT, XP pro, Vista, 7),
Linux Red Hat and Ubuntu, Mac OS (from version 6 till the latest OS X Snow Leopard)
• Windows server 2000/2003/2008 system administrator including but not limited to upgrade/update OS, hardware, network and application-level troubleshooting, domain administration, system and network level performance monitoring/tuning and installing/maintaining, STP, UTP and FIOS.
• Experience working with mail servers: Imail, Lotus notes, Qmail, GroupWise and MS Exchange servers.
• Experience working with VOIP and BES servers.
• Strong understanding of internal and external IP networking concepts and architectures (Configuring and troubleshooting routers and switches)
• Strong knowledge in network security including Anti-Virus and Data Communication.
• Over 15 years experience in providing telephone and or email technical support for computer operating system, software and services.
Non-Technical Skills
• Good oral and communication skills in 3 languages
• Excellent Team player with the ability to work independently and manage projects from inception to completion.
• Strong analytical and troubleshooting skills and extremely good attention to details reliably perform tasks on schedule
• Ability to work weekends, when needed including 24x7 support of critical systems.
• Ability to work under considerable pressure managing multiple tasks and priorities
• Motivated self-starter personality.
2003 - Windows 2000 Network Essentials Implementing and administering Windows 2000 Network Infrastructure ALLC (American Lebanese Language Center) Beirut, Lebanon
1994 - Electronics Specialist (2 year college Diploma) C.I.T (Centre International Des Sciences Techniques) Beirut, Lebanon
1992 - Technical Baccalaureate in Electronics (Official Diploma) Oriental institute of Science Beirut, Lebanon