Help Desk Technician

• Feb 2020 - Present

Service Desk Agent

• Dec 2017 - Feb 2020

Working on contract with SSC through Newfound Recruiting ( previously with Modis ) as a Service Desk Agent. Responsible for triage of service requests and incidents returned to the service desk. Secret Clearance Level 2. Create, update and assign tickets in ECD and InfoWeb. Take calls and email from government departments across Canada. Working on contract with SSC through Newfound Recruiting ( previously with Modis ) as a Service Desk Agent. Responsible for triage of service requests and incidents returned to the service desk. Secret Clearance Level 2. Create, update and assign tickets in ECD and InfoWeb. Take calls and email from government departments across Canada.

Rogers wireless technical support

• Jan 2017 - Nov 2017

• Document cases and escalate network issues as required• Answer calls professionally and courteously and proceed with call flow for effective resolution and customer satisfaction• Accurately log calls/help desk tickets and resolutions into help desk software management system• Troubleshoot cell phones, rocket hubs, rocket sticks and wireless home phones for network connectivity, provisioning, settings, factory reset, hardware failures and calling features• SIM card activations and network unlocks• MyRogers account password resets and education on self-serve features• Billing and price plan changesEnvironment: iOS, Android, Blackberry OS, Windows, F5 VPN

Tier 3 Network Security Engineer

• Jan 2013 - Dec 2015

• Performed virtual replications and labs of Check Point firewalls and management servers using VMware and vSphere and physical replications using GRID• Logged and managed Tier 3 cases using Siebel SecureTrack• Work with end customers and partners on phone, chat and remote desktop sessions to troubleshoot various Check Point firewall/VPN or management/security software issues• Took escalated calls and cases from Tier 2 support and performed case reviews for Tier 2 cases• Identified hardware vs software problems and created RMA tickets for hardware problems. Followed up on cases after hardware replacement to confirm solution• Answered customer questions on configuration of Check Point products, security concerns and installation/backup/restore of Check Point software • Performed command line troubleshooting in Putty sessions and configuration on GAIA, SPLAT, IPSO - Linux based OSes - and Windows platforms• Used command line troubleshooting (both Linux based commands and Check Point tools) and various tools such as IKEview, Fiddler, Wireshark for troubleshooting network, VPN and TCP/IP related problems• Used web-based portals and Check Point management software to verify configuration of firewalls, VPN and other Check Point management servers• Worked with Crossbeam support help on cases involving Check Point on Crossbeam and XOS platforms• Troubleshot firewall problems with various network topologies and protocols such as IKE, GRE, SIP, H323, BGP, OSPF, VSX FTP, SMTP. SSH, NTP, SMNP• Researched cases using internal database of cases, internal knowledge base articles and external sources to find solutions for OS level configuration issues, software configuration issues, hardware problems, or software patches• Created knowledge base articles for new solutions and edited existing articles for corrections and updated information• Provided patches for known issues and escalated cases where RnD support was required to create new software patches or solutions

Assembler

• Jan 2012 - Jun 2012

Assemble low leakage designed computer systems and electronics Assemble low leakage designed computer systems and electronics

Fiber Optic Splicer

• Feb 2010 - Jan 2012

Build Rx/Tx Modules Build Rx/Tx Modules

Electronic Test Technician

• Dec 2008 - May 2009

Build and test low emanation designed computer equipment Build and test low emanation designed computer equipment

Help Desk Support

• Aug 2007 - Oct 2008

Support for database, connectivity, and general computer help during election campaigns Support for database, connectivity, and general computer help during election campaigns

Help Desk Support Technician

• Jan 2006 - Aug 2007

Dell on Call help desk support for software, OS, Virus, Spyware, networking and peripheral setup for Dell customers. Dell on Call help desk support for software, OS, Virus, Spyware, networking and peripheral setup for Dell customers.

Help Desk Support Technician

• Aug 2005 - Jan 2006

Cable internet phone support for Road Runner Cable internet phone support for Road Runner

Help Desk Support Technician

• Jul 2004 - Aug 2005

DSL and dial up internet support DSL and dial up internet support

Lab Test Operator

• Aug 2000 - Nov 2003

Tested Rx/Tx modules and tested GaAs wafers Tested Rx/Tx modules and tested GaAs wafers

Lab Test Operator

• Jun 1998 - Aug 2000

Built, repaired, and tested EDFA fiber optic amplifiers Built, repaired, and tested EDFA fiber optic amplifiers

Test Operator

• Sep 1994 - May 1998

Tested System boards and other peripheral boards for workstations computers. Built, tested, QC audited desktop, servers and notebook computers. Tested System boards and other peripheral boards for workstations computers. Built, tested, QC audited desktop, servers and notebook computers.

Field Service Technician

• Jun 1990 - May 1994

Training,maintenance, repair and on call support for in house telecommunications system in hotels including VCRs, electronics, computer hardware and software, and cable distribution. Training,maintenance, repair and on call support for in house telecommunications system in hotels including VCRs, electronics, computer hardware and software, and cable distribution.