Alexander De Guzman Email & Phone Number

Calgary, Ab, Ca

Calgary, Canada Area

• Recommend solutions for installing, configuring, testing and maintaining operating systems, application software and system management tools• Actively research and develop solutions to establish the highest levels of systems and infrastructure • Collaborate with internal departments and make recommendations to increase efficiencies and lower the human intervention time on tasks• Advise, collaborate, and mentor Support Technicians on hardware and software support issues.• Create and execute plans to maintain security, patching, backup, and redundancy. • Liaise with vendors (Dell, Microsoft, VMWare, McAfee, Symantec) and other IT personnel for problem resolution• Deliver exceptional guest experience to end users through active listening, problem solving to diagnose, the root cause of the issue and time service delivery and follow-up.

Calgary, Canada Area

• Conducting administration, permissions, security and support for the Calgary.Stampede systems.• Supporting the organization through Tier 2 support of enterprise and desktopapplications.• Leading and providing support for server operating systems, network applications andappliances.• Providing planning and support for our systems and software patching and upgrades.• Documenting processes and procedures in our asset and ticketing system.• Performing health reporting, as well as capacity and information lifecycle reporting,ensuring baseline information is captured, documented and updated as part of thechange management processes.

Calgary, Alberta, Canada

• Extensive use of Active Directory managing group memberships and coordination with SCCM.• Level 1 & Level 2 support of local and field clients through the use of remote tools.• Use of SAP console for password reset and user account management.• Software deployment and imaging of client computers through the use of SCCM.• Assist end user in the configuration of various mobile devices such as iOS, Android with the use of Microsoft Intune Company Portal. • Manage priority tickets through the use of tools such as Service Desk Plus, Service-Now and Service Catalog.

Calgary, Canada Area

• Maintaining field IT support across 7 districts through scheduled site visits.• Provide level 1 & 2 service desk support, assisting with hardware and software issues.• Provide knowledgeable technical support and troubleshooting guidance pertaining to network, internet, laptop, ip phone, and computer issues within Microsoft windows Xp/windows 7.• Coordinate with multiple vendors for project mobilization.• Maintain technical problems history through internal ticketing system.• Assist end user remotely through the use of remote tools such as remote desktop. • Manage software deployments and pc reimage through the use of Microsoft SCCM.• Manage end user accounts through the use of Microsoft Active Directory and Microsoft Exchange.• Coordinate meetings and presentations with the use of Microsoft Lync.• Maintain local network policies, practices, security measures and control documentation.• Assist in preparing, revising and maintaining procedures and documentation that meets the business needs.• Provide training on the operations and functionality of various applications, printers and hardware.

Fort Mcmurray, Alberta

• Onsite support of field clients for the Kearl Froth project, 14/7 shift.• Demobe/Mobilization of site projects.• Wireless shot installation, Cat5 cabling.• Work with IT vendors/hosting partners as needed to gain issue resolution and ensure performance of 3rd party solutions for project site mobilization.• Management of user account through Active Directory and exchange server.• Installation, repair and preventive maintenance of user computer and related systems.• Monitor virus infected machines; ensure all user devices are up to date with security patches. • Troubleshoot software and hardware failures and identify network problems.• Remote user support through remote tool such as Remote Desktop.• Use of backup, image creation with Ghost.• Provide front-line primary functional and technical support to end users on various issues/problems.• Make timely decisions with well-developed judgment, while considering alternatives, risks, and other critical decision factors.• Subject matter expert in the products supported and have an advanced understanding of the related business processes.• Check, validate and update ticket documentation.• Quickly and accurately prioritize incidents and follow internal incident management protocol.• Troubleshoot and resolve tickets within defined service level expectations.• Work collaboratively with other Kiewit Technology Group teams to ensure communications and processes are completed with seamless service delivery.• Pro-actively seek opportunities for continuous improvement within the team and department and act upon findings to initiate improvements, presenting ideas in a persuasive way to gain support.• Provide quality customer service to all customers.• Maintain professional knowledge and skills through proactive self-study of relevant technologies and processes.• Participate in the service transition of new products/enhancements into steady state support and maintenance.

Calgary, Alberta

• Support of Windows XP and Windows 7 environment.• Prioritizing ticket assignments within a SLA based work environment through use of Autotask ticket management system.• Configuration and management of mobile device, iphone, ipads.• Management of user account through Active Directory and exchange server.• Installation, repair and preventive maintenance of user computer and related systems.• Troubleshoot software and hardware failures and identify network problems.• Remote user support through remote tool such as Remote Desktop.• Use of backup, image creation with Ghost.

Calgary, Alberta

• Testing and integrating non-standard software.• Support of Windows 2000, Windows XP environment.• Prioritizing ticket assignments within a SLA based work environment.• Synchronization of Blackberry with BES Server.• Support of Pocket Pc’s and PDA’s with Ms-Outlook and Lotus Notes.• Installation, repair and preventive maintenance of user computer and related systems.• Troubleshoot software and hardware failures and identify network problems.• Occasionally assist the network administrator.• Support of conference rooms.• Support of remote users with the use of remote tools such as Remote desktop. • Use of Unicenter Service Desk ticketing system.• Communicated effectively and efficiently with team members to ensure users’ needs are met.• Basic procurement knowledge.

Montreal, Quebec

• Support of Novell, Windows NT, Windows 2000 and Windows Xp environment.• PC hardware upgrades / software installations.• Prioritizing ticket assignments within a SLA based work environment.• Special projects, migration from Windows 2000 to Windows Xp.• Use of remedy ticketing system.• Network Activation of Pc’s and Digital Telephones.• Administration of Windows 2000 Server.