Glenn Owen Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Working on site at CMPA in the role of Support Analyst.

Orleans, Ontario, Canada

Ottawa, Ontario, Canada

As part of the University of Ottawa Heart Institute’s EPIC Health Information System (HIS) rollout team, imaging and deploying Dell desktops, laptops, Thin and Thick clients and assorted peripherals to all doctors, nurses and support staff. Provide deskside assistance as part of daily support activities.Duties:• Capturing asset information of all new equipment for entry into Configuration Management Data Base (CMDB)• Installing and configuring custom Windows 10 images using Microsoft Deployment Toolkit (MDT)• Installing software patches and security updates• Deploying and testing all new and existing systems and peripherals for use with new HIS software• Resolving client issues in an efficient and timely manner• Troubleshooting and documenting issues related to hardware or software• Troubleshooting network connectivity problemsEnvironment: Windows 10, Microsoft Office 365, 2016, Micro Focus GroupWise, Internet Explorer, Google Chrome, Citrix, Active Directory, Dell Optiplex 7020/5040/5060/5070, Dell Latitude 7370/5500/5590/, Dell Wyse 5070 Thick Client, Dell Wyse 5030 Zero Clients, Xerox Phaser/Versalink/WorkCentre/Altalink series printers

Ottawa, Canada Area

As part of the Windows 10 deployment team performing imaging and deploying of Microsoft Surface Books, Surface Pro 4 tablets and docking stations to EDC employees.Duties:• Asset tagging and testing all incoming equipment and entering information into Configuration Management Database (CMDB)• Loading and configuring Windows 10 images using System Center Configuration Manager (SCCM)• Installing software patches and security updates• Assigning devices to Headquarter, Regional and International employees• Creating and printing asset forms containing asset tags and serial numbers of assigned devices• Populating deployment spreadsheet with employees assigned devices• Installing new docking stations and video connections at clients desks and perform testing to ensure all peripherals are functional• Returning all old docking stations and cables to designated drop off area• Providing hardware and software support for EDC employees with new Windows 10 devices• Providing “white glove” deployment services for Executive level employees• Troubleshooting defective devices for repair or returnEnvironment: Windows 10, Microsoft Office 365, 2012, MS Outlook 2016, Internet Explorer, Google Chrome, Citrix, Active Directory, Microsoft Surface Books, Microsoft Surface Pro 4, Microsoft docking stationsAccomplishments:- Successfully deployed over 2000 Surface Book and Surface Pro devices- Installed all docking stations to client workspaces and performed cable management to clean up wiring under client desks- Captured all asset information accurately for entry into Configuration Management Database

Ottawa, Ontario, Canada

As part of the Informatics and Technical Services team, providing desk-side support services for Privy Council Office employees.Duties:• Resolving client issues in an efficient and timely manner• Troubleshooting and documenting issues related to hardware or software• Troubleshooting network connectivity problems• Configuring and troubleshooting Blackberry devices• User support of RDIMS (Records, Documents and Information Management System).• Logging service requests and resolutions using OTRS ticketing system• Recording and tracking all asset tag information for Configuration Management System• Loading and configuring Windows 7 images using System Center Configuration Manager (SCCM)• Installing software patches and security updates• Installing user specific Commercial Off the Shelf (COTS) software• Providing technical advice and guidance to users including Executives and Director level employees with varying degrees of computer knowledge.Environment: Windows 7, Microsoft Office 2010, OTRS – Ticket Tracking System, SCCM 2012, MS Outlook 2010, MS Visio 2010, MS Project 2010, MS Access, Internet Explorer, Mozilla Firefox, Google Chrome, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote, Dell 760/780/790/960/980/9020 desktop computers, Kyocera TASKalfa 3050ci MFD, Lexmark printers, Dymo and Seiko label writers, Intermec printers.

Ottawa, Ontario, Canada

As part of the Informatics and Technical Services team, providing desk-side support services for Privy Council Office employees.Duties:• Resolving client issues in an efficient and timely manner• Troubleshooting and documenting issues related to hardware or software• Troubleshooting network connectivity problems• Configuring and troubleshooting Blackberry devices• User support of RDIMS (Records, Documents and Information Management System).• Logging service requests and resolutions using OTRS ticketing system• Recording and tracking all asset tag information for Configuration Management System• Loading and configuring Windows 7 images using System Center Configuration Manager (SCCM)• Installing software patches and security updates• Installing user specific Commercial Off the Shelf (COTS) software• Providing technical advice and guidance to users including Executives and Director level employees with varying degrees of computer knowledge.Environment: Windows 7, Microsoft Office 2010, OTRS – Ticket Tracking System, SCCM 2012, MS Outlook 2010, MS Visio 2010, MS Project 2010, MS Access, Internet Explorer, Mozilla Firefox, Google Chrome, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote, Dell 760/780/790/960/980/9020 desktop computers, Kyocera TASKalfa 3050ci MFD, Lexmark printers, Dymo and Seiko label writers, Intermec printers.

Ottawa, Ontario, Canada

As part of the Informatics and Technical Services team, providing desk-side support services for Privy Council Office employees.Duties:• Resolving client issues in an efficient and timely manner• Troubleshooting and documenting issues related to hardware or software• Troubleshooting network connectivity problems• Configuring and troubleshooting Blackberry devices• User support of RDIMS (Records, Documents and Information Management System).• Logging service requests and resolutions using OTRS ticketing system• Recording and tracking all asset tag information for Configuration Management System• Loading and configuring Windows 7 images using System Center Configuration Manager (SCCM)• Installing software patches and security updates• Installing user specific Commercial Off the Shelf (COTS) software• Providing technical advice and guidance to users including Executives and Director level employees with varying degrees of computer knowledge.Environment: Windows 7, Microsoft Office 2010, OTRS – Ticket Tracking System, SCCM 2012, MS Outlook 2010, MS Visio 2010, MS Project 2010, MS Access, Internet Explorer, Mozilla Firefox, Google Chrome, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote, Dell 760/780/790/960/980/9020 desktop computers, Kyocera TASKalfa 3050ci MFD, Lexmark printers, Dymo and Seiko label writers, Intermec printers.

Ottawa, Ontario

As part of the IT Solutions Centre, providing desk-side support services, imaging and deploying new tablets, laptops, monitors and peripherals for Treasury Board Secretariat (TBS) employees.Duties:• Creating and updating deployment related procedures and quality control check sheets• Performing desk-side support services for TBS employees• Manage service requests using BCM Service Desk Express (Magic) ticketing system by documenting all steps required to acquire a resolution• Loading and configuring custom Windows 7 and Windows 8.1 images on tablets and laptops using System Center Configuration Manager (SCCM)• Installing software patches and security updates• Recording user specific settings prior to migration to new tablet or laptop• Configuring MS Outlook client account for additional mailboxes and calendars, personal and archive folders, contact lists, auto-signatures, customizing folder views• Performing manual data transfer from old to new computer• Installing scanners, local/network printers, label printers • Provide training to employees unfamiliar with Windows 8.1 or using a tablet or laptop, as well as proper security measures to be taken with mobile equipment• Troubleshooting hardware and software related issues• Troubleshooting network connectivity issues• Troubleshooting Konica Minolta and Sharp Multi-Function DevicesEnvironment: Windows 7, Windows 8.1, SCCM 2012, Microsoft Office 2010, MS Outlook, BMC Service Desk Express (Magic) – Ticket Tracking System, GCDOCs, , MS Visio, MS Project, MS Access, Explorer, Mozilla Firefox, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote, SecureDoc hard drive encryption, Microsoft Surface Pro 3, Fujitsu Q704 tablet, Toshiba A50-A/R830/R930 laptops, HP ElitePad, Dell Latitude E4310 laptops, Konica Minolta bizhub C454 MFDs, Sharp MX4101/MX4111 MFDs

Ottawa, Canada Area

As part of the Informatics and Technical Services Department, providing desk-side support services, imaging and deploying of new Windows 7 desktops for Privy Council Office (PCO) employees.Duties:• Creating and updating of all deployment related procedures and quality control check sheets• Training new deployment staff on processes and procedures• Loading and configuring Windows 7 images using System Center Configuration Manager (SCCM)• Installing software patches and security updates• Installing user specific Commercial Off the Shelf (COTS) software• Recording user specific settings prior to migration• Configuring MS Outlook client account for additional mailboxes and calendars, personal and archive folders, contact lists, auto-signatures, customizing folder views• Performing manual data transfer from Windows XP computer to Windows 7 computer• Installing scanners, local/network printers, label printers • Replacing keyboards, mice and monitors• Logging service requests using OTRS ticketing system• Assisting full time staff during peak periods by taking tickets from OTRS ticketing system, resolving client issues, documenting solutions and closing the tickets• Troubleshooting network connectivity issues• Troubleshooting and documenting any issues related to new hardware or software• Recording and tracking all asset tag information for Configuration Management SystemEnvironment: Windows 7, Microsoft Office 2010, OTRS – Ticket Tracking System, SCCM 2012, MS Outlook, MS Visio, MS Project, MS Access, Internet Explorer, Mozilla Firefox, Google Chrome, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote

Ottawa, Canada Area

As part of the Treasury Board IT Solutions Center, imaging and installing new desktops, laptops, monitors and peripherals for TBS employees and providing desk-side support services.Duties:• Loading and configuring custom Windows 7 images on desktops and laptops using Microsoft System Center Configuration Manager (SCCM)• Installing software patches and security updates• Installing user specific Commercial Off the Shelf (COTS) software• Creating and assigning new users in Active Directory• Recording user specific settings prior to migration• Configuring MS Outlook client account for additional mailboxes and calendars, personal and archive folders, contact lists, auto-signatures, customizing folder views• Performing manual data transfer from old to new computer• Installing scanners, local/network printers, label printers • Installing GCDOCs• Replacing keyboards, mice and monitors• Training clients on Remote Access procedures for laptops (Citrix Remote Access)• Creating service requests using the BMC Service Desk Express (Magic) ticketing system for tracking Microsoft Licenses and remote installation of software• Documenting and closing all service requests in Magic ticketing system• Assisting full time staff during peak periods by taking calls from Magic ticketing system, resolving client issues, documenting solutions and closing the tickets• Troubleshooting and documenting any issues related to new hardware or software• Testing documented procedures and noting any items needing to be added or revised• Troubleshooting network multi-function devicesEnvironment: Windows 7, Microsoft Office 2010, Microsoft SCCM, Magic Ticket Tracking System, GCDOCs, MS Outlook, MS Visio, MS Project, Internet Explorer, Mozilla Firefox, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote, WebCims, SecureDoc hard drive encryption, Dell desktops and laptops, Konica Minolta bizhub C454 MFDs, Sharp MX4101/MX4111 MFDs.

Ottawa, Canada Area

As part of the IT Solutions Center, imaging and installing new desktops, laptops, monitors and peripherals for Treasury Board employees and providing desk-side support services.Duties:• Loading and configuring custom Windows XP images on desktops and laptops• Installing software patches and security updates• Installing user specific Commercial Off the Shelf (COTS) software• Creating and assigning new users in Active Directory• Recording user specific settings prior to migration• Configuring MS Outlook client account for additional mailboxes and calendars, personal and archive folders, contact lists, auto-signatures, customizing folder views• Performing manual data transfer from old to new computer• Installing scanners, local/network printers, label printers • Installing RDIMS/Hummingbird client• Replacing keyboards, mice and monitors• Training clients on Remote Access procedures for laptops (Citrix Remote Access)• Creating service requests using the Magic ticketing system for tracking Microsoft Licenses and remote installation of software• Documenting and closing all service requests in Magic ticketing system• Assisting full time staff during peak periods by taking calls from Magic ticketing system, resolving client issues, documenting solutions and closing the tickets• Troubleshooting and documenting any issues related to new hardware or software• Testing documented procedures and noting any items needing to be added or revisedEnvironment: Windows XP, Microsoft Office XP/2003/2007, Magic – Ticket Tracking System, RDIMS/Hummingbird, MS Outlook, MS Visio, MS Project, Internet Explorer, Mozilla Firefox, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote, WebCims, SecureDoc hard drive encryption, Ghost imaging software, Dell desktops and laptops, Lenovo and MDG desktops, Toshiba laptops

Ottawa, Canada Area

As part of the IT Solutions Center, imaging and installing new desktops, laptops, monitors and peripherals for Treasury Board employees and providing desk-side support services.Duties:• Loading and configuring custom Windows XP images on desktops and laptops• Installing software patches and security updates• Installing user specific Commercial Off the Shelf (COTS) software• Creating and assigning new users in Active Directory• Recording user specific settings prior to migration• Configuring MS Outlook client account for additional mailboxes and calendars, personal and archive folders, contact lists, auto-signatures, customizing folder views• Performing manual data transfer from old to new computer• Installing scanners, local/network printers, label printers • Installing RDIMS/Hummingbird client• Replacing keyboards, mice and monitors• Training clients on Remote Access procedures for laptops (Citrix Remote Access)• Creating service requests using the Magic ticketing system for tracking Microsoft Licenses and remote installation of software• Documenting and closing all service requests in Magic ticketing system• Assisting full time staff during peak periods by taking calls from Magic ticketing system, resolving client issues, documenting solutions and closing the tickets• Troubleshooting and documenting any issues related to new hardware or software• Testing documented procedures and noting any items needing to be added or revisedEnvironment: Windows XP, Microsoft Office XP/2003/2007, Magic – Ticket Tracking System, RDIMS/Hummingbird, MS Outlook, MS Visio, MS Project, Internet Explorer, Mozilla Firefox, Autocad, Citrix, Active Directory, Adobe Acrobat and Acrobat Pro, Adobe Photoshop, Antidote, WebCims, SecureDoc hard drive encryption, Ghost imaging software, Dell desktops and laptops, Lenovo and MDG desktops, Toshiba laptops

Ottawa, Canada Area

As part of the Informatics and Technical Services team, imaging and installing new desktops, monitors and peripherals for Privy Council Office employees and providing deskside support services.Duties:• Performing hardware and software inventory of clients existing computer• Loading and configuring client specific Windows XP image on desktops• Installing software patches and security updates• Installing client specific Commercial Off the Shelf (COTS) software• Creating and assigning new users in Active Directory• Recording client specific settings prior to migration• Configuring MS Outlook client account for additional mailboxes and calendars, personal and archive folders, contact lists, auto-signatures, customizing folder views• Performing manual data transfer from old to new computer• Installing scanners, local/network printers, label printers • Installing RDIMS/Hummingbird client• Replacing keyboards, mice and monitors• Troubleshooting and documenting any issues related to new hardware or software• Recording and tracking all asset tag information for all equipment located in each officeEnvironment: Windows XP, Microsoft Office XP/2003/2007, Remedy – Ticket Tracking System, RDIMS, Outlook, MS Visio, MS Project, Active Directory, Adobe Acrobat and Acrobat Pro, Antidote, WebCims, Dell desktops, Ghost imaging software

Ottawa, Canada Area

As a member of the Staging and Deployment Center, providing project management services for a major deployment of CISCO networking equipment across Canada.Duties:• Proving project management services including; o Creating and maintaining all process documentation using ISO standards o Creating quality control check process o Coordinating 2 separate project schedules o Determining daily/weekly workload and setting priorities o Calculating manpower requirements and material resources o Researching delivery timing, methods and costs o Managing customer owned inventory o Establishing Bill of Material template for the various sites configurations o Participating in weekly conference calls• Updating and loading the Cisco Internetwork Operating System (IOS)• Configuring various routers and switches using customer supplied scripts• Troubleshooting scripts and providing guidance on possible solutions, and repairing various router and switch hardware• Ensuring all defective hardware is packaged and properly returned to Cisco • Training additional resources as required during peak schedule periods• Capturing all serial numbers for creating shipping documents and warranty purposesEnvironment: Windows XP, Microsoft Office XP/2003, Windows 2000/2003, MS Access, MS Outlook, FTP server, Hyper Terminal, Cisco 6500/3750 series switches, Cisco 2800/3900 series routers, fiber optic cables and transceivers

Ottawa, Canada Area

As member of the Staging and Deployment Centre, leading a team for a major off-lease laptop refurbishment project.Duties:• Proving project management services including;o Researching and selecting a Disk Wiping solution for data removal and destruction of sensitive and confidential informationo Creating and maintaining all process documentation using ISO standardso Documenting processes for receiving material, incoming inspection, establishing warranty covered damage, disk wiping, hardware testing and final inspection for qualityo Calculating non-warranty covered repair costso Coordinating laptop repair schedule and securing a spare parts inventory o Determining daily/weekly workloads and setting prioritieso Calculating manpower requirements and material resourceso Reducing new packaging material requirements by recycling original shipping materials• Performing incoming inspections, data wiping, hardware testing, laptop repair, quality inspection, and product packaging• Training additional resources as required during peak schedule periods• Capturing all serial numbers for creating shipping documents and warranty purposesEnvironment: Windows XP, Microsoft Office XP/2003, Windows 2000/2003, MS Access, MS Outlook, Ghost imaging server, DBAN disk wiping software, MS Diagnostics

Ottawa, Canada Area

As a member of the Technology Support and Repair Center, managing the daily operation of the internal employee laptop program. Duties:• Managing the job queue for internal employee laptop requests• Determining a selectable replacement laptop to meet technical requirements• Shipping and tracking of outgoing replacement and return of defective unit• Troubleshooting and repair of defective laptops• Testing and restocking of repaired inventoryEnvironment: Windows XP, Microsoft Office XP/2003, Windows 2000/2003, MS Access, MS Outlook, Ghost imaging server, MS Diagnostics

Ottawa, Canada Area

As a member of the Technology Support and Repair Center, managing delivery of computer equipment to various customer sites.Duties:• Receive and inventory computers, laptops and monitors• Performing order reconciliation• Applying and capturing Asset tracking sticker information• Capturing all serial numbers for creating shipping documents and warranty purposes• Determining shipping costs and methodsEnvironment: Windows XP, Microsoft Office XP/2003, Windows 2000/2003, MS Access, MS Outlook

Ottawa, Canada Area

As a member of the Technology Support and Repair Center, configuring and testing servers for Canadian Embassies located around the world.Duties:• Installing and configuring server hardware options• Testing, troubleshooting and repair of any server hardware• Configuring server racks with servers, network equipment, UPS backup power, running cables in a neat and tidy fashion, labelling equipment and cables• Capturing all necessary information for Canada Customs, including part numbers, serial numbers, and country of origin• Packaging and shipping according to Canadian Diplomatic StandardsEnvironment: Windows XP, Microsoft Office XP/2003, Windows 2000/2003, MS Access, MS Outlook, PC Doctor

Ottawa, Canada Area

As a member of the Technology Support and Repair Center, managing and leading a team for the staging and delivery of desktops, laptops, servers and workstations to a major Quebec utility.Duties:• Proving project management services including;o Creating and maintaining all process documentation using ISO standardso Creating quality control processo Coordinating project schedule and delivery expectationso Determining daily/weekly workload and setting prioritieso Calculating manpower requirements and material resourceso Researching delivery timing, methods and costso Managing customer owned inventoryo Participating in weekly conference calls• Loading custom Windows XP image• Applying and capturing Asset tracking sticker information• Establishing an approved hardware list and notifying customer of changes to ensure stable client computing environment• Training additional resources as required during peak schedule periods• Capturing all serial numbers for creating shipping documents and warranty purposes• Maintaining a 5 day turnaround delivery commitmentEnvironment: Windows 95/XP, Microsoft Office XP, Windows 2000, MS Access, MS Outlook

Ottawa, Canada Area

As a member of the Technology Support and Repair Center, configuring, testing and shipping of desktops, laptops, servers, workstation, cash registers, VAX systems and terminals for various customer projectsDuties:• Installing and configuring hardware and software• Testing, troubleshooting and repair of computer systems• Capturing all serial numbers for creating shipping documents and warranty purposesEnvironment: VAX VMS, Windows for Workgroups, Windows NT 4.0