Darrick Werner Email & Phone Number

St. Albert, Alberta

• Provide end user support for VoIP telephone device and related voice mail and system configuration.• Provide Tier 3 support and mentorship to Service Desk Technicians.• Configure and maintain network infrastructure, such as core router, firewall, spam filter, managed switches, WAP’s, and UPS’s.• Configure and maintain Windows server 2003, 2008, 2008r2 in a VmWare enterprise environment.• Configure and maintain Dell Equallogic SAN storage environment.• Provide Tier 1 and Tier 2 and support to City employees.• Research, generate and submit quotes to the Manager of Technical Services for approval in procurement of UPS and network infrastructure equipment.• Planed and coordinated with vendors for a full VoIP telephone systems upgrade project.• Worked with Vendors to integrate two additional City facilities with VIOP systems.• Transitioned all voice mail to a single voice mail server.

• Provide Tier 1 and Tier 2 and support to City employees.• Troubleshoot, diagnose and repair desktop computers running in a Microsoft Windows XP in an Active Directory Environment.• Assist Manager of Technical Services to establish company hardware standards for computers, laptops, printers and peripherals.• Research, generate and submit quotes to the Manager of Technical Services for approval in procurement of desktops and Laptops.• Establish and maintain desktop/laptop hardware and software configurations.• Co-Plan a large scale PC deployment as part of overall life cycle management.• Assisted in a large scale VoIP telephone system upgrade project.• Provide end user support for VoIP telephone device and related voice mail and system configuration.

Troubleshoot problems via phone, remote software and/or on site. Diagnose and repair desktop/laptop hardware, handhelds, local and network printers, and their connectivity to the LAN and domain via TCP/IP network. Coordinate with the business areas to configure and deploy new computer systems and peripherals. Provide user training for all applications and new hardware via phone, email, one-on-one or documented instruction. Create user-friendly How-To documentation for common issues, application installation and functionality

Provide tier 2 support to L1 Technicians via chat tools. Provide technical support to business and enterprise clients via telephone. Provide technical support for various Microsoft operating systems primarily Windows XP, and Windows 2000. Provide superior customer service as per company protocol, which includes assisting clients in a timely, courteous and professional manner. Responsible for maintaining client and service records in order to document service calls and tasks performed. This position requires continuous education to become skillful in supporting new company products and services. Team Ownership Champion for Case Closure Accuracy, which includes providing coaching on the metric itself and how to achieve compliance with company protocols. As a member of the Web authoring team I plan, develop and maintain web pages for ACS core, which includes team pages, MOD schedule page, team Stats Page, and others as assigned or needed. Chat tool account administration and reporting.

Contracted to provide desktop and network support for the Government of Alberta, specifically SRD (Sustainable Resource Development). Troubleshoot problems via phone, remote software and/or on site. Diagnose and repair desktop/laptop hardware, handhelds, local and network printers, and their connectivity to the LAN and domain via TCP/IP network. Coordinate with the business areas to configure and deploy new computer systems and peripherals. Configure and support remote connections via dial-up or VPN. Provide user training for all applications and new hardware via phone, email, one-on-one or documented instruction. Create user-friendly How-To documentation for common issues, application installation and functionality. Log and document issues and resolution using eMPAC (Remedy Action Request System). Determine the severity and priority of calls, and schedule appointments for repairs to be done. Assist, mentor and provide feedback to junior colleagues.

I performed year 2000 updates to approximately 1200 desktops. Support City and county departments for their computer needs and problems. Assist in or lead projects with other Technicians for the various departments. Diagnose and repair workstation and NDS problems as they occur, coordinate when work will be performed with a department and the user.

Tigard, Or

Diagnose and repair network servers. Perform server hardware configurations. Light administrative duties in both Novell and NT environments.

I supervised a team of four technicians. My team and I provided technical support for Hollywood’s VSAT project. Responsibilities included supporting GE Technicians installing the satellite systems on sight, converting stations from dial backup to satellite, and trouble shooting errors as they appeared.

Tigard, Or

Diagnose and repair various computer systems, configure PC’s as network workstations, hardware configurations for network servers.

Ata, Information Systems Technology

Ata, Electronics Technology