TECHNICAL SUPPORT & NETWORK ADMINISTRATOR (CONTRACT) 2011SurCorp Group of Companies, Toronto, ONEngaged in an internship by this career management group and quickly gained distinction as a troubleshooter and insightful support specialist. Quickly handled server and systems challenges, leading onsite technical support while advising on scalable, low risk business solutions. • Resolved printer server issues stemming from duplicate drivers and drove rapid, workable solutions to allow staff access to an internal CRM without disruption. • Transformed mismanaged messenger communications issues into a seamless and usable communication tool, removing corrupt software installation files from the registry. • Revamped work areas to drive an increase in productivity, equipping staff with the wireless access, hardware tools and peripheral devices to improve efficient. • Documented the network, IT assets, layout diagram, data jacks, and important addresses. • Architected a multitier backup strategy and stabilized server issues by creating, formatting, and initializing an external hard drive solution that allows for offsite disaster recovery in line with corporate budget requirements. • Advanced internal security by creating domain users and security groups while accelerating intranet and internet access speeds by correcting DNS and network configuration. • Acted as a key interface for vendors to lead senior management directed research on various upgrades. • Unraveled a long-running certificate error stemming from inaccurate server certificates, IP addresses and router access by utilizing a DNS forwarder tab and negotiating with providers to source and secure DNS server addresses

IBM Global Services, Toronto, ONInitially joined this global technology leader as a systems analyst, supporting the newly acquired Scotiabank corporate contract and quickly became proficient in troubleshooting complex hardware, software and connectivity issues. Secured a reputation for stellar training and communications skills and seconded to lead Novell Administration for corporate clients. • Worked as a key member of a transition account team, documenting MS Office related issues and solutions to enhance the internal knowledge base. • Selected as Service Delivery Analyst as a key member of the new business team to support the roll out and migration of the Morgan Stanley Helpdesk. • Championed training and development of process documentation on MS Office procedures leading one on one and group coaching to empower new users. • Fore fronted the data security team, architecting mainframe accounts to ensure corporate branch access for Morgan Stanley in a RACF/PCOMM environment.• Handled Data Security Team request, and applauded for providing custom application support. • Utilized understanding of Novell, Microsoft and 4700 controller platforms to resolve inbound calls and 1st level system support for issues in hardware, software and connectivity key clients in the financial industry. • Created remote desktop and laptop access utilizing PC Anywhere, Managewise, and RConsole to lead troubleshooting of Novell platform issues.• Selected to train employees on Novell Platforms, spearheaded cross training for the enterprise solutions unit. • Awarded the Blockbuster Certificate for highly rated customer service skills.

Work-related Accomplishments and Achievements: Consistent top performer on the data security teamAttended to inbound calls and provided 1st level system support to clients on Novell, Microsoft and 4700 controller platformsResolved connectivity issues in a mainframe environment, multiple logon problems and password resets, rebooted Novell Servers using RConsoleUtilized Netware Administrator to troubleshoot printing problems (clearing print queues and resetting jet direct boxes)Facilitated remote access of desktop and laptop computers using PC Anywhere, Managewise and RConsoleTroubleshot applications in a server environment such as Microsoft Office particularly Windows 95/98 and 2000, Lotus SmartSuite and Lotus NotesPrepared a problem log for each callProvided training materials and trained other analysts on Novell PlatformHandled inbound calls and provided 1st level support to clients on Novell and Microsoft PlatformsSolved problems with internal applications on Mainframe environmentRebooted servers using RConsoleTroubleshot Lotus notes, Lotus SmartSuite and Microsoft OfficeDocumented results of each call and followed escalation procedure when necessary