OBJECTIVE To pursue an IT Technical Support position that is challenging, rewarding and provides an opportunity to utilize and expand my knowledge and abilities to contribute for the success of the organization. HIGHLIGHTS OF QUALIFICATIONS • Visionary, analytical and result-driven Comptia A+ Certified Technical Support professional with over 10 years of progressive IT experience. • Critical thinker with extensive IT Technical Support background who addresses customer support issues including all issues related to Break-Fix cases in a timely manner. • Enjoys troubleshooting to find solutions to technical issues exploiting the experience and the education acquired over the years. • Succeeded in disaster recovery plan test drills by reconstructing the company computer network using imaging technologies by Microsoft and Semantic Ghost, Which involved reconstructing systems and restoring data from backups. • Received gratitude from end users for providing excellent support services provided using the exceptional interpersonal, communications and customer service skills. • Strong understanding and knowledge of the ITIL framework. • Currently working towards the Comptia Network+ certification. TECHNICAL SKILLS • Operating Systems: • All Windows versions including Windows 7/Vista/XP • Servers and Services: • Windows server 2003, 2008, AD, File Server • Devices: • Hub, Switch, router, wireless), PDA, Blackberry, Printer, Scanner • Networking: • LAN, WAN, VPN, DHCP, DNS, WINS, TCP/IP, SMTP, Firewall, FTP and Telnet • Software: • MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook, Oracle, Novel Netware, IBM Lotus Notes, Symantec Ghost, VMware • Certification: • Comptia A+, OCP, CNA, Currently preparing for Comptia Network+ certification WORK EXPERIENCE Desktop Support September 2013- Current Soroc Technology Inc. Toronto, Ontario • Participated in Citi Bank office restructuring that involved in 1000+ workstation moves. • Provided desk side assistance and support for users during the transition period on hardware/software issues. • Applied a company procedure to wipe hard drives in old laptops and desktops to return back to the manufacturer. Technical Support May 2007- Oct 2012 Novartis Inc. Mississauga, Ontario • Participated in the Windows 7 migration and other Office productivity software/Hardware upgrade projects. • Provided desk side support for Novartis Consumer Health and Novartis Animal Health and carried out all IMAC duties and (successfully built, prepared, and supported Laptops, Desktops, Printers and other computer related devices at the local offices and remote users at home offices nationwide across Canada). • Respond to incidents and requests within a ticketing system, providing resolution for Break-Fix cases within a complex fast-paced business environment that used Remedy ITSM system to manage and track IT incidents and work orders and successfully carried out PC refresh for 90 users at Novartis Consumer Health. • Demonstrate a high degree of patience and a strong understanding of the business needs of the firm’s end users by responding to user IT needs and promptly resolving technical problems by providing immediate support and identify client needs and communicated effectively with clients to ensure satisfaction • Performed Active Directory administration duties, such as: creating workstation accounts, changing and resetting passwords, enabling, disabling and deleting user accounts, giving access for applications within the Novartis network domain. • Trained new employees during on-boarding stages. • Managed, administered and supported all IT related services and provided on-site hardware and software Support for both on-site and remote users which included preparing computers and laptops with company images and customizing image for end users and restore and merge user’s data. • Liaison for all Information Technology related functions with Global, Regional Unisys and Novartis IT teams and assisted and worked with third party companies like IBM, BT, Vodafone, HP, Rogers Communications, Iron Mountain, and with many more that did IT Business with Novartis In Mississauga.. • Managed the off-site backup tape storage • Executed the procurement and activation Blackberries • Supported Lotus Notes and administered Lotus Notes/Microsoft Outlook distribution groups. • Participated in multiple projects that were carried out at Novartis Consumer Health and Novartis Animal Health like Knowledge transfer to IBM teams, implementation of HP printing solutions, BT wireless and LAN upgrade Network/Desktop/Technical Support March 1998 – Dec 2006 The Citadel General Assurance Toronto, Ontario • Conducted workstation and laptop setup for new users including the preparation/coordinated roll-outs of notebooks using desktop imaging technology • Performed helpdesk/deskside support duties, install/upgrade/support and resolve all front side hardware and software IT issues for all on site and remote users. Contributed also in the implementation of Active Directory which included joining 400 workstations to Microsoft Windows Domain. • . Ensured back-up of in-house and third party software, desktop/laptop images and data as part of the on-going business continuity plan. • Maintained inventory levels to ensure sufficient computers, laptops and monitors are available for deployment and Involved in the purchase of hardware, including network printers, monitors and replacement parts for PCs, notebooks and printers. • Managed sensitive and confidential data transmissions to business partners and maintaining detailed documentation EDP processing. • Succeeded in disaster recovery plan test drills, involving reconstructing the network. • Responsible for the seamless integration of systems and data by collaborating on the successful roll-out of a new computer network from the testing phase, migrating users and user profiles to AXA network. • Prepared detailed documentation on the process and step by step troubleshooting procedures. Transferred knowledge by providing one-on-one training to technical support personnel . EDUCATION AND CERTIFICATIONS • Oracle Database Administration Diploma Herzing College - Toronto • PC Support Specialist / LAN Administration Diploma The Institute for Computer Studies – North York • B.Sc. In Statistics/Mathematics Addis Ababa University – Addis Ababa, Ethiopia
Posted on: Thu, 24 Oct 2013 18:26:24 +0000
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