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IT Level 2 Tech Support - AirBus Canada.................................

System Administrator / Support at various customer sites for multiple clients. Manages effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. Supports all staff operations in executing, testing and rolling-out solutions.Responsibilities:  Install, configure, maintain and troubleshoot servers, workstations, switches, hardware, software and peripheral devices Manage network operations and support/maintain servers, desktops, including security, virus management, onsite and offsite backups and recovery (Veeam backups to Symantec Backup Exec and to tape-LTO6) Maintain and support all network hardware, including switches, firewalls and access points, security CAM systems (milestone software) Continuously monitor the capacity and performance of the company's IT resources: network, servers, storage, etc Provide user and PC support for troubleshooting, repair and installations Provide after-hours on-call support and other duties as assigned. Report progress to supervisor and project managers

Directed out-of-hours support in a team of 5 through different time zones. Managed customer cases and asset control. Partnered with office managers to ensure high-performing technical operations and functionality alignment with business' goals. Monitored and enforced service level agreements (SLAs). Monitored and generated statistics from Zendesk case management tools and from PRTG. Reviewed and scrubbed service desk tickets and managed escalations. Developed and implemented methodologies to consistently improve key metrics such as First-Time-Fix. Maintained logs of complaints and resolutions. Worked closely with other operational managers to ensure early identification of service degradation to minimize risk to the business. Documentation of systems, including full case management and monitoringResponsibilities:  Managed a help desk team that provided Tier 1 and Tier 2 support to the firm’s managed-service customers Managed asset control for same customers Partnered with office managers to ensure high performing technical operations and functionality alignment with business's goals Monitored and enforced service level agreements (SLAs) Monitored and generated statistics from Zendesk Reviewed and scrubbed service desk tickets and managed escalations Developed and implemented methodologies to consistently improve key metrics such as First Time Fix Maintained logs of complaints and resolutions Provided direct customer care as and when necessaryVivre la Quebec L....

Senior Engineer in Dell’s Flagship High Complexity Team (Swat Team) for Server, Switch, Storage, Tape Libraries, Networking, SoftwareSupported Enterprise customers across EMEA (Europe), resolving complex and advanced issues through knowledge, troubleshooting, research, environment replication (Lab replication) & identification of workaroundsResponsibilities: Managed customer cases via various ticketing systems Read and Troubleshot hardware and software logs for servers, switches, storage, tape (NAS, DAS, ISCSI, FIBER) Connected to customer equipment to verify firmware and software revision status Recovered failed components servers, switch, storage, tape  Installed, Configured, reconfigured, various software as needed Part of the Deploy, Manage, Support infrastructure for servers, desktops, laptops, networks Moving customer issues to the lab to replicate and identify solutions (either physically or virtually) Booked parts, planned/scheduled onsite visits to replace faulty components Escalated issues to the developers where needed Advised customers on best practices, recommended solutions Training: Constantly keeping current in technologies Key achievements: Total Solutions Project: Led Technical Sales Revenue (70k euros per quarter) On target for repeat dispatches (below 8%) and customer case closure at 20% Above target for customer VOC at 100% and fix-in-one solutions Consistently recovered failed RAID disk configurations on mission-critical servers for Dell’s Gold and Platinum customers. Recovered over 90 percent of configurations and data in critical scenarios

Server Pro-Support Team – Senior Engineer Responsibilities• Handling of customer’s cases, prioritizing customer’s issues with a focus on cost, VOC and a fix-in-one approach• Telephone, email and remote support for Dell’s Server Products across EMEA region to solve complex issues on hardware and various virtualization platforms and host-operating systemsKey achievements• I represented Dell at its first CCMA awards

Responsibilities• Network Design, Customer Troubleshooting, Backup and Data Recovery Strategies, Antivirus strategies. Novell, Linux, Windows Servers. Pre Sales/Post Sales.Key achievements• I performed a Data Recovery on a government secure server with 99% success, saving 8 years’ worth of data, otherwise lost.

Responsibilities• Lan / Wan / Wifi implementations, Microsoft BackOffice installations, integrations, server, workstation. • Configurations, troubleshooting, debugging

Responsibilities• Pre/Post Sales, Customer Support, Network Specialist.

Responsibilities• Customer Support Engineer, • Cisco router configurationKey achievements• VP’s award for supporting a major client during the Union Strike

Responsibilities• Lan / Desktop Support (on site, customer facing)Key achievements• Deployed over 500 workstations during its “besi” project.

Responsibilities• LAN and Desktop Support (on site, customer facing)• Hardware repairs and installations

Responsibilities• IT Specialist and Programmer• Pre-sales, sales.Key achievements• Design, programming and sale of 4000 Eproms, with security functions for IBM PCs

Responsibilities• RPG II Programmer• Management of a team of 5 Data Entry clerksKey achievements• Wrote and created software that was implemented by the company for major product savings.