Joseph Donnelly Email & Phone Number

Markham, Ontario, Canada

Markham, Ontario, Canada

Dynamix Solutions powered by F12

Markham, Ontario, Canada

Oshawa, Ontario, Canada

Whitby Ontario

Current responsibilities, while working as Support Analyst level 2 are:Technical Scope: All Windows platforms, TCP/IP, DNS, SMTP, Exchange 2013/2016, Office 365, Fortinet Firewalls, Linux Server, Websites, Veeam Backup solutions, N-Central, Desktop/ Laptop, Server and Network hardware.I updated IT infrastructure by overseeing, troubleshooting, and providing onsite support for MSP client’s infrastructure, including Network, Servers, Desktop/laptop, and Hosted Cloud services… Show more Current responsibilities, while working as Support Analyst level 2 are:Technical Scope: All Windows platforms, TCP/IP, DNS, SMTP, Exchange 2013/2016, Office 365, Fortinet Firewalls, Linux Server, Websites, Veeam Backup solutions, N-Central, Desktop/ Laptop, Server and Network hardware.I updated IT infrastructure by overseeing, troubleshooting, and providing onsite support for MSP client’s infrastructure, including Network, Servers, Desktop/laptop, and Hosted Cloud services, while serving as MSP primary contact. I provided proactive support to level 1 Support Analysts to ensure seamless technical operations, while acting as an escalation point. I identified and resolved incidents by guaranteeing all incidents are properly logged, triaged, routed, escalated and closed in compliance with predetermined service levels and incident management processes.Some of the achievements are: Improved performance by leading team of 2 co-op students and one level 1 Analyst in deploying windows domain, while ensuring 80% + first call resolutions. Developed and deployed Windows domain to 140 pc and 12 servers across 12 different offices as well as migrated 200 workgroup user profiles to domain profiles while serving as Onsite Project Lead. Show less

Markhan, Ontario

While Working as Technical Support Specialist: I uncovered/mitigated potential discrepancies by conducting complex problem determination/resolution and identifying/resolving hardware and software problems. I streamlined workforce by installing, assembling, and configuring computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware. Key achievements, I attained during this role: Optimized operational efficiency and… Show more While Working as Technical Support Specialist: I uncovered/mitigated potential discrepancies by conducting complex problem determination/resolution and identifying/resolving hardware and software problems. I streamlined workforce by installing, assembling, and configuring computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware. Key achievements, I attained during this role: Optimized operational efficiency and effectiveness by installing, configuring, and upgrading operating systems and software, while utilizing standard business and administrative packages. Improved users’ satisfaction and retention rates by delivering high-level support in addressing all escalated end-user questions and resolving requests from Field Service Technicians, within assigned region. Show less

Markham, Ontario

While Working as Helpdesk 1 / Dispatch Technician:I performed diverse range of administrative operations, including responding and addressing incoming telephone calls, voicemail, email/Help Desk system requests to improve clients’ experience. I logged, and resolved problems on all incoming Help Desk requests, while opening help desk tickets by leveraging appropriate tracking software.Key achievements, I attained during this role: Identified and resolved potential issues… Show more While Working as Helpdesk 1 / Dispatch Technician:I performed diverse range of administrative operations, including responding and addressing incoming telephone calls, voicemail, email/Help Desk system requests to improve clients’ experience. I logged, and resolved problems on all incoming Help Desk requests, while opening help desk tickets by leveraging appropriate tracking software.Key achievements, I attained during this role: Identified and resolved potential issues, while escalating problems/issues to Field Service Technicians to ensure smooth running of technical operations. Facilitated informed decision-making by formulating and drafting detailed service requests on the system. Show less

Brockville Ontario

While Working as Programmer:I supported key stakeholders in coding, testing and deploying custom software applications Java, XML, JBOSS, Drools Rule Engine, Oracle and MySQL databases. I delivered effective support to internal BizXcel staff in resolving software and hardware related issues, while conducting comprehensive analysis of user requests by establishing requirements for new applications/changes to existing applications.Key achievements, I attained during this… Show more While Working as Programmer:I supported key stakeholders in coding, testing and deploying custom software applications Java, XML, JBOSS, Drools Rule Engine, Oracle and MySQL databases. I delivered effective support to internal BizXcel staff in resolving software and hardware related issues, while conducting comprehensive analysis of user requests by establishing requirements for new applications/changes to existing applications.Key achievements, I attained during this role: Ensured data integrity and consistency by envisioning and employing changes to data structures and schemas associated with developed software. Show less

Ottawa Ontario

Network AdministrationHardware Support - Servers,Desktop,Laptops, Network Switches and cables etc.Software Support - Windows XP, Windows 7, Windows Server 2008 R2, Windows Small Business Server 2011, Office 2010, Solidworks 2007/ 2011, Micro EstimatingUpdating and creating new programming code in C#, VB and Office VBA

Manotick Ontario

Premier Software provider to new home builders in OntarioProviding hardware and software support to a custom software solutionsMaintaining local Sybase SQL Databases via SQL scriptsCreating and updating Crystal ReportsProvided superior client service to build client relationshipsConverting reports to PDFExceeded all expectations on my technical knowledge, professionalism and ability to adapt and learn quickly

Premier Software provider to new home builders in OntarioProviding hardware and software support to a custom software solutionsMaintaining local Sybase SQL Databases via SQL scriptsCreating and updating Crystal ReportsProvided superior client service to build client relationshipsConverting reports to PDFExceeded all expectations on my technical knowledge, professionalism and ability to adapt and learn quickly

Manufacturer of personal and business computers Providing telephone and remote diagnostic of hardware, systems, sub-systems and/or applications for customersApplies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures Provided superior client service to build client relationshipsResearching issues to maintain high first call resolve ratesTutored peers to enhance understandingDocument problems in the support solution… Show more Manufacturer of personal and business computers Providing telephone and remote diagnostic of hardware, systems, sub-systems and/or applications for customersApplies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures Provided superior client service to build client relationshipsResearching issues to maintain high first call resolve ratesTutored peers to enhance understandingDocument problems in the support solution database for diagnostics and solution implementation. Supporting PC Gaming Desktop and notebook hardware Supporting RAID 0 and RAID 1 Both NVIDIA and Intel Supporting Internet and networking both, wired and wireless Certificate of Apprenticeship (MTCU) - IT - Contact Centre-Technical Support AgentCompTia A + - Remote Support TechnicianDell Certified Advance Resolution Specialist Show less

Support Ipaq PDA and HP/Compaq NotebooksServing customers needs to the best of my ability using all resources at my disposalSupporting DSL email, web browser, Responsible for knowing all the supported operating systems and hardware that customers use, email clients and web browsersResponsible for managing the customer database Supporting Internet and networking, both wired and wireless Supporting PC hardware/software, web browsers, email clients, ftp clients, and… Show more Support Ipaq PDA and HP/Compaq NotebooksServing customers needs to the best of my ability using all resources at my disposalSupporting DSL email, web browser, Responsible for knowing all the supported operating systems and hardware that customers use, email clients and web browsersResponsible for managing the customer database Supporting Internet and networking, both wired and wireless Supporting PC hardware/software, web browsers, email clients, ftp clients, and personal web pages Show less

One of the world's largest Outsource Call Centre ProvidersMaintaining case records, providing technical hardware and software support to both field technicians and a variety of corporate customers on a range of commercial productsManage databases of clients, order parts for their customers, managing onsite service end to end. All while dealing effectively with challenging customers and offering superior customer support at all timesCoordinating onsite parts, field consultants and… Show more One of the world's largest Outsource Call Centre ProvidersMaintaining case records, providing technical hardware and software support to both field technicians and a variety of corporate customers on a range of commercial productsManage databases of clients, order parts for their customers, managing onsite service end to end. All while dealing effectively with challenging customers and offering superior customer support at all timesCoordinating onsite parts, field consultants and customer needsManaging over 20 customer cases daily, tracking part shipments, customer onsite service events and multiple databases Mentoring/training new and current agents on the floor - Provided one on one and classroom training Installing and configuring Windows 95,98 and ME, Windows XP(all versions) and a basic Suse Linux ( just supporting hardware part of Suse Linux) Installing and configuring Microsoft Office (all versions) Supporting Internet and networking, both wired and wireless Nominated for SITEL reach award - Customer Service Show less

Staffing Provider, Working at Nokia CanadaProviding email and phone support to both support engineers and to customersAdministered multiple databases for multiple clientsOpened new support tickets for local support engineers.Responsible for emergency phone queue for specific customers (15 minute call back windows on all issues)Responsible for making sure a support engineer is assigned to cases in a timely fashion

One of the world's largest Outsource Call Centre ProvidersProviding hardware & software support on a range of PC's for internal customers Provided quick resolution times and supplied exceptional customer service skills Responsible for having the specifications of over 20 desktops and laptop from multiple vendors Administered customer call tracking databaseResponsible for serving the customs needs - supporting all internal software and hardware. Installing and… Show more One of the world's largest Outsource Call Centre ProvidersProviding hardware & software support on a range of PC's for internal customers Provided quick resolution times and supplied exceptional customer service skills Responsible for having the specifications of over 20 desktops and laptop from multiple vendors Administered customer call tracking databaseResponsible for serving the customs needs - supporting all internal software and hardware. Installing and configuring Lotus Notes R5, Lotus CCMail and CCMobile Installing and configuring Microsoft Office (all versions) Supporting custom mainframe access using reflections Supporting Internet and networking, both wired and wireless High first time resolve rate Show less

Ottawa, Ontario Canada

Providing phone support to both Residential and Corporate customers Serving customers needs to the best of my ability using all resources at my disposalSupporting dialup, DSL email, web browser, corporate and personal websites Responsible for knowing all the supported operating systems and hardware that customers use, email clients and web browsersResponsible for managing the customer database Supporting Internet and networking, both wired and wireless Supporting PC… Show more Providing phone support to both Residential and Corporate customers Serving customers needs to the best of my ability using all resources at my disposalSupporting dialup, DSL email, web browser, corporate and personal websites Responsible for knowing all the supported operating systems and hardware that customers use, email clients and web browsersResponsible for managing the customer database Supporting Internet and networking, both wired and wireless Supporting PC hardware/software, web browsers, email clients, ftp clients, and personal web pagesPromoted to Corporate Support Team after 4 months of Show less

Providing customer service and internet technical support to a range of customers over from more than one internet provider Supporting PC hardware/software, web browsers, email clients, ftp clients, and personal web pagesAdministering customer database Providing timely resolutions to all customer issuesResponsible for serving the customer's needs, supporting their dialup connections, email and personal web pages High first call resolve rate

Computer Programmer Diploma, Computer Programmer

January 2010 Anticipate to graduate with honours Demonstrated excellent attendance Tutored peers to enhance understanding

Education record