Kenneth Gouveia Email & Phone Number

Toronto, Canada Area

 Provided Technical and functional support to Home Depot Canada Stores. Configured and install windows packages on store PC’s and corporate users. Performed remote diagnostic by using ITSD Tools, network connectivity to stores. Provided SAP Gui and my store tools (MST ) support to all Canadian Stores . Installed and configured computer equipment at the FSC helpdesk  Identified, researched and resolved technical issues at assigned stores by performing remote service and repair, installation and other duties scheduled by management team. Documented, tracked and monitored issues as well as non-issues providing necessary notes/feedback in Service Now ticket/task  Monitored and responded to calls, emails and in person requests for technical support.  Provided support on call basis for FSC escalation during busy period and liaison with third party vendor. Provided hardware/POS system, PC, printer and peripheral support, to Canadian store identified issues and provided prompt resolution, diagnoses mechanical, hardware, software and systems failures, using established procedures.

Toronto, Canada Area

Provided operational, application and technical support via the phone and dial-in capability to Cara restaurants and corporate users, which included network connectivity issues with Cisco Meraki network environment, Active directory, and Citrix session replication via discovery console, Microsoft RDS, RBOS CRM, Micros POS application and MS applications.Providing assistant to store in regards to their processing payment issues.Served as a liaison with external service providers such as Bell, IBM, TYCO, Compugen, HP, Payment Tech (Chase) and other IT functional departments until call resolution has been achieved.Worked as a part of the IT team and Restaurant operations team to provide accurate and timely information regarding systems concerns.Logged and monitored all incoming calls via the phone, internet via Cherwell ticketing system and updated customers on call status accordingly.Researching patches, updates and solutions for computer issues, both hardware and software related and documented related issues in order to maintain IT Knowledge base current.

Toronto, Canada Area

Helpdesk Analyst Level II September 2014 May 2015Global Mentoring Solutions Remote Support, Toronto Canada Performed real time monitoring and managing ticking system such as Zen desk, Connect Wise, Autodesk,  Conducted end user training on capabilities as needed. Researched patches, updates and solutions for computer issues, both hardware and software related and documented related issues in order to maintain IT Knowledge base current. Performed troubleshooting on network performance issuesRemote using LabTech, Team Viewer in order to performed computer diagnostics, repairs, upgrades, and software fixes on Windows system and Mac OSX Performed malware and virus removal on PC and Mac computers Configured Hosted Office 365,Outlook, Gmail on Tablets, PC and Phones Worked on Active Directory setting up new users and terminated usersHelped user setup VPN connection for remote connectivityPerformed troubleshooting on local network Printer/Scanner issues.  Ran diagnostic on internet connection for End Users Worked on setting up VM workstation for testing purposes on client side andProvided user with guidance on network security updates  Helped end user on WordPress and Joomla Website configuration issues and provided feedback on how to maintain a secure website. Provided end user with Basic on how to use SharePoint 2013 such as creation of my site, libraries, list and task.

Toronto, Canada Area

Monitored calls in queue to ensure that Red Iron Helpdesk Service Levels agreements were achieved; waiting time decreased from 25% to 5% due to successful implementation of call monitoring.Responsible for handling issues escalated by the Technical Support Analyst group; approved knowledgebase documents and provided problem resolutions.Communicated escalated issues to Level 1 Corporate contacts in accordance with the Red Iron Helpdesk escalation process and the Standard Operating Plan defined for the respective clients.Mentored and trained Technical Support Analyst team members by using video input created with Camtasio studio, PowerPoint presentations and other pre-existing documents.Backfilled for Team Leaders who were away due to vacation or other dutiesInteracted with other departments on created procedural methods to solve technical issuesRe-imaged laptops and customer lab hardware infrastructures; created virtual machine sessions to help with testing on customer environment with no need for testing in a live storeProvided phone support and remote support using VNC, Dame Ware, and TeamViewer for 1,800 stores located in USA, CANADA and MEXICO

Toronto, Canada Area

Provided bilingual English\Spanish Support Clients such as Body shop, Kenneth Cole, AAFES(Army and Air Force Exchange Services)Tommy ,Town shoes, Northern group and other 2nd level clients.Replicated problems in our lab using virtual machines VMware, and provided solutions to our clientsTrained 15-20 employees on SAP POS database usage and functionality, addressed all functional and technical issues regarding SAP POS database, this helped our department and improved our expertiseRe-imaged customer labs and created virtual machines for testing purposesApproved knowledgebase documents in timely manner, resulting faster correction and resolution of the client issuesMentored Technical Support Analyst group, which included over 15 Technical Analyst's.Acted as a backup team leader, provided guidance to other support Technician and follow up on pending issues related to our clients

Toronto, Canada Area

Provided Technical support to clients such as AAFES(USA Army and Air force Exchange ServicesProvided English/Spanish translations for two of our Technical Helpdesk located in Toronto and Bristol PennsylvaniaInvestigated, troubleshoot and resolved various hardware, software and networking issues pertaining customer this resulted less waiting time for their customersActed as central point of contact between our customers and NCR, and documented all activities to client problem resolutionRe-imaged laptops and customer labs hardware infrastructures, also created virtual machines sessions so this will help, on testing customer environment with no need for testing in a live store

Toronto, Canada Area

Venezuela

Bank of Venezuela, Customer service representative 1989-1991• Provided network solution to the work station infrastructure• Helped English speaking customers with their financial transactions.• Investigated and reconciled customers accounts• Ensure that all systems are running in optimal condition, both hardware and software stations.• Assisted customer with their complaints.

Certificate, Information Technology, Pass

Activities and Societies: CETE-208 Introductory Network Security CETE-929 Forensics CETE-931 Threats and Attacks CETE-934 Authentication.

Education record

Education record