IT Support Specialist (Apr 2003 – March 2017)Was responsible for the following duties:* Independently supported users and IT equipment of NGA Human Resource’s Canadian offices (Toronto, Montreal and Vancouver). Collectively supported a peak of 150 users and 7 Microsoft Windows 2000-2008 servers between the three office locations.* Travelled regularly between the Toronto and Montreal offices and provided remote support to the Vancouver and work-from-home users.* Managed local incidents via Service Now incident management tool.* Maintained inventory database of PC’s, servers, and IT equipment.* Maintained and enforced software licensing to ensure company compliance.* Performed cost benefit analysis to determine if equipment should be upgraded or replaced.* Assessed needs and requirements for purchasing laptops, printers, servers and parts (memory, storage, etc).* Purchased local IT equipment and sourced any warranty or out-of-warranty repairs.* Created images for new PC models; Imaged, configured, and migrated data for PC replacements using Symantec Ghost and CloneZilla.* Monitored daily/weekly automated backups and performed data recovery on request using Symantec Backup Exec.* Maintained local Windows file/application servers, Cisco network equipment and voice/data circuits.* Administered and supported mobile devices (Blackberry, Apple, and Android).* Administered Intercall Online conference and WebEx accounts.* Administered RSA users and tokens.* Administered local Cisco VoIP configuration.* Worked with the global teams to escalate any global incidents.* Ensured company IT policy was followed and reported any security incidents. * Supporting the following applications and tools: Microsoft Office/Visio/Project 2003 to 2016, Microsoft Dynamics GP, SAP GUI, Trend Micro Officescan, Cisco IP Communicator, Global Protect VPN Client, Juniper Network Connect, VMware and Microsoft Virtual PC machines, and NGA proprietary applications.

● Assessed both hardware and software requirements for users.● Backed up users’ workstation/laptops using ghosting software.● Built new machines and installed/configured user assessed applications to create a company-wide standard desktop.● Migrated users’ configuration and data files from their old machine to their new machine.● Resolved various technical issues and instructed users on the proper use of their new systems.● Installed and configured numerous external peripherals including printers, scanners, card readers, label printers, and digital cameras.● Application support consisted of: Outlook/Exchange, Office 97, Citrix Metaframe, Action Request Remedy, Lotus Notes, Oracle Financial Analyzer, Eureka Sales Analyzer, SAP, LiveLink, Hyperion Analyzer, and custom Unilever applications.

● Installed and upgraded computer parts (floppy disks, hard drives, CD-ROMs, power supplies, CPU’s, soundcards, video cards, RAM, monitors, printers) and software programs (Microsoft Word, Excel, Access, PowerPoint, FrontPage, Publisher, Windows 98 and 2000, VPN client, Netscape, Internet Explorer, Norton Anti-Virus, Corel Suite).● Resolved various workstation issues; documented using the tracking software Heat and assessed problems before redirecting them to third level support to ensure timely resolution.● Relocated staff’s workstations to different offices on request.● Imaged numerous workstations/laptops using ghosting software.● Rolled out the outdated image used in the public computer labs to the newer version.