David Carraro Email & Phone Number

North Miami Beach, Fl, Us

Miami, Florida, United States

• Act as the liaison for all product development and design platforms.• Manage all Service Excellence meetings and provide training on Vijlian’s products and services framework.• Attend conferences, shows, and peer group sessions to educate other CEOs and CIOs about Vijlian’s products and services.• Review and recommend Application Programming Interface (APIs) and integrated technologies • Participate in all meetings acting as the technical Subject Matter Expert (SME) on Vijlian’s security products and services.• Develop, modify, and design the company documentation database to provide training materials for incident response and security operation teams.• Product requirement gathering for SCRUM MASTER meetings• Service Delivery Management and Technical Delivery• Conduct a weekly metric review of SLA violations and re-mediate accordingly.• Analyze the requirements of the user and provide estimates.• Analyze and perform continual maintenance and support of production systems while working closely with the IT Team to transition new systems or upgrades to the production environment.• Analyze and find root causes for recurring issues.• Ensure smooth deployment of the applications to production.- Utilized SIEM platforms Fortisiem and Crowdstrike ( originally called Humio )

Responsible for installing, modifying, upgrading, troubleshooting and making repairs to over 200 server related hardware and software systems, supporting a business of over 4,000 associates in an enterprise environment and providing technical assistance to the user communityProvided ongoing support to the executive management teamManaged the escalation process for technical queries, creation and maintenance of FAQ databaseInvolved in many projects dealing with the closing and liquidation procedures of Sears retail storesManaged and administered Sears file and print serverEmployed the use of Active Directory administration services to verify and validate user accounts and manage group policies.

The Beer Store

Point of contact for escalation and supervision of all desktop related issues and projects that could not be handled by junior level technicians.Worked closely with internal business unit heads to ensure proper resolution of all of their service level agreements, documented problems, projects and inquiries.Troubleshooter of MS Office 2013, proprietary and market data software, including hardware failure problems, utilizing an informational ticket management system.Responsible for the oversight, management and planning of resources for all major internal adds moves and changes pertaining to desktop computer equipment and end user network devices.Created detailed procedures and documentation for use with new software applications & hardware.Trained junior technicians on software applications and various hardware devices before or after installation.

Working closely with Manager, IT Customer Support Services, assist in planning and establishing operational objectives for the technical support service group.On an ongoing basis, critically assess the workflow processes and make neccessary improvements to the group tasks as they relate to account administration and interfacing with Help Desk and other IT support personnel.As new systems are introduced, assess the impact of these on all aspects of the operation of the technical support services group ( procedure changes, security, auditability, training, etc) and ensure that the appropiate transition plans are developed and implemented.Participate in the ongoing review of existing security standards and procedures, and in the indentification for the need for, and the establishment of, new standards and procedures. Likewise for disaster contingency processes.Specify the metrics associated with any Service Level Agreeement in which the group has a stake. Ensure that the appropiate management information is being gathered that measures performance on these.As third level support, respond to user problems/requests that have been recorded into the Help Desk system as follows:- investigate and resolve queries and problems of a complex nature- install/configure client standard desktop and laptop hardware and ancillary components- install/configure client standard software - advise user in identifying desktop technical requirements for business needs- assist user in placing an unambiguous purchase order to meet stated needs- if called upon, provide on-site support in the client location, and quality telephone support for remote users in North AmericaEnsure that the quality/availability metrics that are agreed as being required to monitor the quality of service, and which are reported on by the Help Desk in a timely and agreed upon manner.

Mississauga, Ontario, Canada

Provide desk side support to major clients to resolve user concerns with specific applications, including Windows XP, Microsoft Office, and numerous industry specific applicationsIntegrated the CGI Helpdesk for two major corporations ( Purolator and Nova Scotia Power ) , which involved software selection, training and development of proceduresAnswer technical questions regarding software products and their requirements within related industries Investigate issues reported by customers and dealers in a timely and efficient manner Facilitate and participate in conference calls with customers and other departments Update and maintain inventory controlOffer excellent customer service in a pleasant and professional manner. Attended and played an integral role in department meetings.Provided documentation and training materials, coordinated technology related training.Responsible for the ongoing investigation and resolutions of technical problems reported by the users

Presented second-level technical support for desktop and network related problems; which require thorough research and perceptive study in determining the best possible resolution.Performing system/software backups of systems to be restored on newly imaged desktops and laptops Ensured network and local printers and other processing equipment is functioning at all times in a demanding environment.Dispatched service calls to third party vendors for hardware replacement or desktop/laptop servicing for clients off-site who require physical support.Reset and initialized client NT accounts, intranet email accounts and mainframe user ID’s.Performed installation of supported standard applications through network installs and hardcopy software.

Performed first-level problem resolution support for all operating, hardware and/or production related problems; this requires perceptive analysis, implementation or delegation of feasible solutions and follow-through to ensure satisfactory resolution on a 24-hours/7 day a week schedule.Provided technical telephonic support to all CBC users across Canada and worldwide.Renewed user memberships of Novell and Prolog accounts, which drive the network interface.Ensured that all network devices, such as routers and circuits, are stable throughout the CBC wide area network, with the aid of network tools.Operation duties – Daily backups of internal applications, Disk restores, Production copies, network cabling, and preparing tapes to go offsite for a retention period lasting three weeks.Executed and monitored system backups and production jobs, maintain up-to-date tape libraries for both IBM and Digital environments.Operating systems utilized VAX 7610/9410 mainframe running VMS operating system.IBM ES 9000 mainframe running MVS/XA-JES2 operating system.HP 9000 processor running Unix operating system.Compaq Proliant Servers running Windows NT 3.51.Novell Netware 4.0 running Windows 95 operating system.

Provided telephonic support to members of the JUNO online service in the USA, which has approx. 6 million members.Support included:Upgrading current members’ software.Installing the client software and a web browser for new members.Troubleshooting modem set-up and dialling issues.Troubleshooting Windows 95 dial up networking software issues.General advice and assistance with using email and browsing the Internet.Technologies employed / description of experienceMembers typically use Windows 95 or Windows 3.11 with proprietary email client.Call centre workstations are Windows NT based with an intranet/internet connection.Support applications in use are Remedy and Solution Explorer. Additional in-house documentation delivered through intranet.

Mcp, Computer Programming, 3.1

Bachelor Of Applied Science - Basc, Computer And Information Sciences And Support Services

Certified Engineering Technician Degree, Computer Electronics, 3.0 - Theory, 3.2 - Lab

Master Of Science - Ms, Project Management Professional, Completed - On Track To Obtain Pmp Certificate

Project Resources: Planning and Scheduling

Master Of Science - Ms, Project Management Professional, Completed - 3.0

Project Management Principles

Mcse 2000, Windows Nt/2000 Technologies

Introduction To Unix Applications

Introduction To Project Management For Non-Project Managers