Experience

Casino New/Nouveau-Brunswick

• Canada
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Operations Support Analyst

  • Aug 2014 - Present

  I provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. My duties include: :Installing, testing and upgrading business applications as required in accordance with change management guideline. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are… Show more I provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. My duties include: :Installing, testing and upgrading business applications as required in accordance with change management guideline. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are agreed to are being met in all production environments. These includes application availability, data integrity, problem resolution. Coordinate the planning, scheduling and setup/management of the VMware virtual infrastructure environments. Procurement of cell phones and other communication devices. I am very familiar with the following; Cisco Voice & Data, Data networking – LAN/WAN, SQL Database, Oracle, MS Office, MS Exchange, active directory, ITIL, knowledge with computer & server hardware and repair along side preventative maintenance. Show less I provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. My duties include: :Installing, testing and upgrading business applications as required in accordance with change management guideline. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are… Show more I provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. My duties include: :Installing, testing and upgrading business applications as required in accordance with change management guideline. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are agreed to are being met in all production environments. These includes application availability, data integrity, problem resolution. Coordinate the planning, scheduling and setup/management of the VMware virtual infrastructure environments. Procurement of cell phones and other communication devices. I am very familiar with the following; Cisco Voice & Data, Data networking – LAN/WAN, SQL Database, Oracle, MS Office, MS Exchange, active directory, ITIL, knowledge with computer & server hardware and repair along side preventative maintenance. Show less



Netsmart Inc.

• Edmonton, Alberta

• Network Administrator

  • Jun 2013 - Aug 2014

  • IT support on technical related requests in person, over the phone or email. Ticket creation and monitoring of resolution status • Network administration and maintenance of local area network services such as firewalls, switches, and other devices • Maintenance of hardware and software through monitoring, configuring, troubleshooting, upgrading and repair. Clean up and maintenance of existing systems as needed • Ongoing maintenance and improvements in VMware infrastructure •… Show more • IT support on technical related requests in person, over the phone or email. Ticket creation and monitoring of resolution status • Network administration and maintenance of local area network services such as firewalls, switches, and other devices • Maintenance of hardware and software through monitoring, configuring, troubleshooting, upgrading and repair. Clean up and maintenance of existing systems as needed • Ongoing maintenance and improvements in VMware infrastructure • Implementation and maintenance of corporate backup systems • Administer virus protection and removal • Coordinate vendor technical support as required • Implement and comply with site-specific operations and security policies • Assisting other IT teams as needed Show less • IT support on technical related requests in person, over the phone or email. Ticket creation and monitoring of resolution status • Network administration and maintenance of local area network services such as firewalls, switches, and other devices • Maintenance of hardware and software through monitoring, configuring, troubleshooting, upgrading and repair. Clean up and maintenance of existing systems as needed • Ongoing maintenance and improvements in VMware infrastructure •… Show more • IT support on technical related requests in person, over the phone or email. Ticket creation and monitoring of resolution status • Network administration and maintenance of local area network services such as firewalls, switches, and other devices • Maintenance of hardware and software through monitoring, configuring, troubleshooting, upgrading and repair. Clean up and maintenance of existing systems as needed • Ongoing maintenance and improvements in VMware infrastructure • Implementation and maintenance of corporate backup systems • Administer virus protection and removal • Coordinate vendor technical support as required • Implement and comply with site-specific operations and security policies • Assisting other IT teams as needed Show less



Casino New/Nouveau-Brunswick

• Canada
• Gambling Facilities and Casinos
• 1 - 100 Employee

• OSA – Operations Support Analyst IT

  • Feb 2010 - Jun 2013

  Provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. Install, test and upgrade business applications as required in accordance with change management guidelines. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are agreed to are being met… Show more Provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. Install, test and upgrade business applications as required in accordance with change management guidelines. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are agreed to are being met in all production environments. These includes application availability, data integrity, problem resolution. Coordinate the planning, scheduling and setup/management of the VMware virtual infrastructure environments. Procurment of cell phones and other communication devices. Familar with the following; Cisco Voice & Data, Data networking – LAN/WAN, SQL Database, Oracle, MS Office, MS Exchange, active directory, ITIL, knowledge with computer & server hardware and repair along side preventative maintenance. Show less Provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. Install, test and upgrade business applications as required in accordance with change management guidelines. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are agreed to are being met… Show more Provide extensive business application support through problem resolution, information delivery solutions as well as providing training services for the business community. Install, test and upgrade business applications as required in accordance with change management guidelines. Termination of floor and office network cables, data and phonelines, assign to proper rack and test for correct operation. Support the business by ensuring that service levels that are agreed to are being met in all production environments. These includes application availability, data integrity, problem resolution. Coordinate the planning, scheduling and setup/management of the VMware virtual infrastructure environments. Procurment of cell phones and other communication devices. Familar with the following; Cisco Voice & Data, Data networking – LAN/WAN, SQL Database, Oracle, MS Office, MS Exchange, active directory, ITIL, knowledge with computer & server hardware and repair along side preventative maintenance. Show less



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• GOSC (Global Operation Support Center) Manager

  • Aug 2007 - Nov 2009

  Selected from a large group of candidates to setup a fully functioning Operation Support department at a newly created contact center site in Cape Town, South Africa. Responsible for hiring 3 OSC Supervisors, 28 OSC Specialists and a OSC Manager to hand over the operation when my assignment was complete. Implemented all company processes and procedures as well as trained all 32 individuals on various aspects of the Operations Support. Single point of contact for all client relations regarding… Show more Selected from a large group of candidates to setup a fully functioning Operation Support department at a newly created contact center site in Cape Town, South Africa. Responsible for hiring 3 OSC Supervisors, 28 OSC Specialists and a OSC Manager to hand over the operation when my assignment was complete. Implemented all company processes and procedures as well as trained all 32 individuals on various aspects of the Operations Support. Single point of contact for all client relations regarding the OSC as well on a global front with sister sites in Texas, Mexico, Phillippines, and Argentina. The GOSC was responsible for Information Technology issues on a global scale for all sites via ITIL practices. •Hired/trained and implemented a team of 1 Manager, 3 Supervisors and 28 OSC Specialists to oversee global operations. •Introduced training programs that enhanced employee performance and helped build motivated workforce. •Relocated to another country for 2 years to get a fully functional GOSC built from the ground up by myself. Show less Selected from a large group of candidates to setup a fully functioning Operation Support department at a newly created contact center site in Cape Town, South Africa. Responsible for hiring 3 OSC Supervisors, 28 OSC Specialists and a OSC Manager to hand over the operation when my assignment was complete. Implemented all company processes and procedures as well as trained all 32 individuals on various aspects of the Operations Support. Single point of contact for all client relations regarding… Show more Selected from a large group of candidates to setup a fully functioning Operation Support department at a newly created contact center site in Cape Town, South Africa. Responsible for hiring 3 OSC Supervisors, 28 OSC Specialists and a OSC Manager to hand over the operation when my assignment was complete. Implemented all company processes and procedures as well as trained all 32 individuals on various aspects of the Operations Support. Single point of contact for all client relations regarding the OSC as well on a global front with sister sites in Texas, Mexico, Phillippines, and Argentina. The GOSC was responsible for Information Technology issues on a global scale for all sites via ITIL practices. •Hired/trained and implemented a team of 1 Manager, 3 Supervisors and 28 OSC Specialists to oversee global operations. •Introduced training programs that enhanced employee performance and helped build motivated workforce. •Relocated to another country for 2 years to get a fully functional GOSC built from the ground up by myself. Show less