Isabel Bedon Email & Phone Number

Toronto, Canada Area

Cloud Automation Services◦ Resolve vRealize virtual machines issues, both RHEL and Windows.◦ Manage customer issues, resolving them directly or engaging internal resources to do so.◦ Delivery of IaaS Infrastructure as a Service with VRA.◦ Develop test cases and confirm software deficiencies; working closely with Cloud Administrators and Engineers on timely workarounds and fixes to the product, verifying fixes and coordinating delivery.◦ Responsible for Scotiabank Private Cloud, first and second level administration services and operational support for the tenants (servers) in the Private cloud.◦ Monitor using vRealize operations management.◦ Share information and collaborate with peer members and business clients by creating documentation in Confluence.◦ Design and implemented Cloud Patching process including Change Management◦ Manage DR and outages for the Cloud.◦ Maintain and perform the updating, patching, securing and troubleshooting of Linux and Windows VMs using Salt Stack, WSUS and Red Hat Satellite

Toronto, Canada Area

• Handling ticket escalations. Liaising with third parties and external support providers.• Assisting in developing technical procedures.• Maintenance of customer network and system documentation.• Proactively monitor applications and networks (LAN/WAN) to maintain system availability to all production systems using tools like: What's up, Pathview, Concord MPLS and Netscout.• Provide high quality customer service and technical support for production systems, client-server, LAN/WAN and telephony systems, HyperV Servers, Windows servers (Windows08, 08R2, 12)., Active Directory and GPO’s.• Maintain awareness of relevant office automation tools, techniques and industry trends. Ensure the Bank’s guidelines and policies with regards to the use and administration of PC and computer equipment are advised and enforced throughout the various International sites.• Responsible for technical systems and business application support to all production and client-server systems maintained within the Bank’s network and infrastructure.This would include System Support Centers, International Branches, Operating Units and HUBS throughout the Caribbean and Central America.• Plan, design, implement, test and maintain software or infrastructure environments of Open Source Applications.

Toronto, Canada Area

• Maintained security permissions as per Bank policies on user accounts and applications via Add, Delete and Changes of user memberships and access levels on all supporting environments by the use of: Windows 2000/2003 Active Directory administration, Exchange 2003/2007/2010 administration- Administration of AD & NT permissions, groups, mass cross platform integration.• Assisted in the investigation of applicable applications and accounts.• Managed the Integrated Support Services Problem Log Tracking system in a timely and effective manner to ensure a timely resolution, document all new information within the log, perform closure of logs; including following up with all affected departments and their associated users to ensure that problems are solved and the level of service did meet their expectation.• Created user accounts for Blackberry Enterprise Server and applied policies as per requests.* Administered 120+ applications including: ION MMI, FastFill, MarginMan, DTCC,Reuters, Scotia FX, Scotia Mocatta, Salentica.

• Troubleshot, diagnosed and resolved POS technical issues called in from all stores regarding the POS system. • Ensured calls are clearly documented and properly tracked in the Log system.• Provided follow up for any unresolved call issues.• Supported users in the use of Computer equipment by providing necessary training and advice. • Arranged for external technical support where problems cannot be resolved in house. • Helped in the deployment of a new Hardware and Software POS system, including the configuration of Routers, Firewalls and DSL.• Troubleshoot DSL, cable and wireless connection issues remotely.• Created user accounts for Blackberry Enterprise Server.

• Installed, repaired, maintained and upgraded desktop and notebook computers at the user's location in person or, via email or phone..• Performed maintenance on printers and scanners.• Escalated and monitored issues when dealing with external vendors for warranty repair issues, software installation and repair.• Investigated incidents that are submitted and properly document the issue in the Log system ensuring detail reporting.• Shipped, packed hardware and complete paperwork for shipments going to other locations.

Diploma Of Education, Computer And Information Sciences And Support Services

Linux/Windows server administration, security, networks, databases, cloud computing.

Certificate, Information Technology

Open Source Administration

Diploma, Computer Systems Networking And Telecommunications