Eric Ouellette Email & Phone Number

As a Senior Technical Analyst, my responsibilities are to:• Supervise five employees as part of Desktop Services;• Provide input and technical direction in planning the technical infrastructure and analysing business and systems needs for end user requirements and in the development and implementation of IT applications, policies and procedures;• Resolving complex technical problems for small to large sized projects, and analyzing and documenting business and user needs;• Writing technical proposals, feasibility studies, product and selection comparisons and numerous technical reports;• Provide orientation, guidance and informal training to other employees;• Produce annual employee reviews and career plans for staff that I supervise;• Monitor ticket queue and assign workload to group members;• Purchase Desktop Services equipment under the PC Evergreen project;• Monitor the fiscal budget for PC Evergreen and hand held on a monthly basis;• Provide input in hardware vendor selection process;• Attend weekly meetings and member of CAB;• Implement and provide support for thin client solutions;• Troubleshoot desktop and server issues; • Work on Infrastructure Major Projects;• Maintain and Administer Citrix Farms, Citrix XenServer, Citrix XenDesktop, and Citrix Provisioning Services environments at BCF;• Participate in on-call rotation;• Create, manage, and deploy GPO’s;• Provide technical lead duties and support for windows 7/Office 2010 project;• Setup and configure Citrix Netscaler and Access Gateway appliances;• Build and deploy images for XP, Win7, Server 2003, Server 2008, Thin Clients, and Digital Signage Players;• Setup/configure new technologies at BCF and create associated install documentation; • Manage tickets while adhering to ITIL;• Provide escalation point for junior techs and customers;• Analyse Desktop and Server performance, provide capacity reports, and benchmark testing and,• Provide support for Digital Signage Players.

As a Intermediate technical Analyst (Citrix), my responsibilities are to:• Implement and provide support for thin client solutions;• Troubleshoot desktop and server issues; • Work on Infrastructure Major Projects;• Maintain and Administer Citrix Farms, Citrix XenServer, Citrix XenDesktop, and Citrix Provisioning Services environments at BCF;• Participate in on-call rotation for Citrix and Desktop Issues;• Create, manage, and deploy GPO’s;• Provide technical lead duties and support for windows 7/Office 2010 project;• Setup and configure Citrix Netscaler and Access Gateway appliances;• Perform daily maintenance and break fix on Service equipment; • Build and deploy images for XP, Win7, Server 2003, Server 2008, Thin Clients, and Digital Signage Players;• Setup/configure new technologies at BCF and create associated install documentation; • Manage incidents, problems, and change tickets while adhering to ITIL;• Provide escalation point for junior techs and customers;• Analyse Desktop and Server performance, provide capacity reports, and benchmark testing;• Cover for Senior Technical Analyst while on vacation;• Work closely with Server and Service Desk groups to resolve issues;• Help out with Desktop Services PC Evergreen and departmental budget;• Support and implement iPad’s through Mobile Device Management tool;• Provide support for Digital Signage Players and,• Participate on hardware and software procurement and also licensing.

British Columbia, Canada

As a Senior Technical Analyst at Myra Systems my expertise is to Design and Implement application, desktop, and server virtualization environments with a focus on Citrix and Microsoft products. I also provide support and analysis for Citrix and Microsoft environments.Clients who I have provided services to:BC Pensions CorporationCity of VictoriaMinistry of EnvironmentNational Money MartBC FerriesBC AssessmentBC TransitGarth Homer SocietyIntegrated Cadastral Information Society

New Brunswick, Canada

• Troubleshoot desktop and server problems; • Organize and implement Infrastructure Projects;• Maintain and Administer Active Directory, DNS, and DHCP;• Create, manage, and deploy GPO’s;• Perform daily maintenance on Service equipment; • Perform Backup and Restores on systems;• Maintain the SMS environment and upgrade to SCCM 2007;• Setup/configure new servers and create associated install documentation; • Manage remedy incident and change tickets while adhering to ITIL;• Provide escalation point for the helpdesk level 2;• On-call rotation; and• Analyse Server performance graphs through BMC and produce associated monthly reports for client.

New Brunswick, Canada

• Troubleshoot desktop and server hardware problems; • Repair desktops, laptops, servers, and printer hardware/software; • Provide warranty service for HP, Compaq, IBM, and Toshiba;• Setup Network hardware and wire installation; • Manage remedy incident and change tickets efficiently; and• Provide on-call rotation as needed.

New Brunswick, Canada

• Operate and monitor system resources as required by department documentation; • Document, report and/or resolve problems; respond to customer requests; • Perform all assigned preventative maintenance and housekeeping of department hardware and equipment; • Demonstrate a complete awareness of all emergency procedures by training junior resources; • Respond to an emergency situation as defined by emergency procedures; • Enforce rules and standards; • Demonstrate a thorough understanding of role-related procedures outlined in the Operations Manual; • Ensure the assigned workstation is neat and presentable; • Ensure stock supplies for the assigned area are maintained; • Record all pertinent information in appropriate logs; • Report any incidents or discrepancies of Occupational Health and Safety concerns; • Perform a variety of duties as outlined by senior team members; • Attend meetings to participate and convey team information and decisions as required;• Monitor scheduled batch and backup jobs from servers;• Monitor HP OpenView, Compaq Insight Manager, and IBM Management Console for node connectivity and error reporting;• Replace shift coordinators when on vacation or sick leave; and• Monitor jobs on mainframe system.

New Brunswick, Canada

• Troubleshoot customers LAN problems, including CPE equipment; • Build rapport with customers over the telephone; • Gather information to understand and analyze customer requirements; • Respond to and appropriately action customer requests and complaints; • Provide product, service and pricing explanations; • Assess and record customer complaints or problems and arrange for action; • Diagnose possible problems and propose solutions with detailed actions; • Perform various support tasks as required; • Telnet into customers routers to configure to customer’s needs;• Setup of DNS records for customers that purchased web hosting and mail;• Provide training to new employees starting with our group;• Ensure customer satisfaction by demonstrating a high level of professionalism and providing input on process improvement opportunities within the support group; and • Document and track 100% of calls in Remedy.

New Brunswick, Canada

• Work to maintain SLA (service level agreement) levels;• Assess customer needs; • Build rapport with customers over the telephone; • Gather information to understand customer requirements; • Respond to and act on customer requests and complaints;• Process calls and provide prompt and accurate service;• Provide product, service and pricing explanations; • Assess and record customer complaints or problems and arrange for action; • Diagnose possible problems and propose solutions with details and appropriate actions; • Explain and educate customers on steps to follow to rectify problems; • Ensure customer satisfaction; • Document 100% of calls in Remedy; • Complete all ongoing training to ensure accuracy; and • Keep current with new products and services.

New Brunswick, Canada

• Provide tier1 and 2 to Irving employees;• Build rapport with customers over the telephone; • Support and troubleshoot all of Irving computers and software;• Support Norand Hand Held that were installed in Oil/Gas trucks;• Support Irving Mainway Retail apps and Hardware;• Respond to and act on customer requests and complaints;• Document 100% of calls in Tivoli; • Dispatch appropriate vendor to resolve hardware problems;• Escalate calls to appropriate groups;• Explain and educate customers on steps to follow to rectify problems;• Provide training to new employees that were starting with our group;• Configure debit machines and get them activated with the bank; and• Maintain printers in mainframe.