Printing tool Download PDF

Cristina Miranda

Network Administrator w\Security

Work experience

Assistant Production Analyst

RBC Financial Group
Toronto Assistant Production Analyst(Contract) This was a contract position for RBC Financial Group. The position was Assistant Production Analyst. The main function, on a daily basis was to monitor, troubleshoot and program changes or revisions into batch jobs/programs that had to be run through out the day and night. In order to perform this critical function, the software and utilities used were TSO /ISPF, CLISTs, JCL Job Control Language) and various other IBM mainframe Utilities and Citrix. I was also required to be familiar and operate with Endeavor, Data Management, Problem and Change and Incident Management, IMS, CICS, VSAM(files), MVS, PL1, Bundle, APCDOC, ACF, JMF and J2EE. Some of my duties also included UNIX programming and shell scripting as well as some Helpdesk duties. Linux, Unix and Tandem were supported in this role along with IIS 4&5, VERITAS Backup Exec, Endeavor, Data Management, Problem and Change Management, IMS, CICS and PC Anywhere

Helpdesk Analyst/technical Support Team Lead

ACNielsen Canada Computer Operations/
Helpdesk Analyst/Technical Support Team Lead(Contract) In this contract, on a daily basis, I received calls from merchants and other clients, using a ticketing system called Heat, and when necessity called for it, I performed various Desk side support duties. These clients and merchants(ranging from 20-30 per day) who were in need of Helpdesk or technical support across Canada. A major portion of the Helpdesk was that of running processes, such as baking processes, file transmissions etc… and assisting customers and clients within the Canada that required assistance with Hand Held Computers. A major role, perhaps 40%, in this position was the looking after of a server room, which the rest of the company accessed. Most of the servers that we were supporting were Intel servers. On a daily basis, the following apps were used as part of my job: supported desktop and laptop hardware and software. The operating systems supported included Windows 2k, XP and 2003. Experience supporting VPN and Wireless technologies. A few of the applications supported were MS Office, MS Outlook etc. Experience with RedHat Linux. Secondary ticketing system used was HP OpenView. Experience with Solaris or AIX operating systems. ODW(Order data Warehouse), SDW(Sales Data Warehouse), STOR/QM, MMA. I was also required to be familiar and operate with Cognos Impromptu, PowerPlay. The following operating systems were supported by our helpdesk: Windows 98, 2000 Professional, Novell NetWare, Windows NT and Dos. The primary ticketing system that was used was Heat 7. In this position, the following knowledge base was required of me ODW(Order data Warehouse), SDW(Sales Data Warehouse), VSAM(files), STOR/QM, MMA, I was also required to be familiar and operate with People Soft HR and Financials, Cognos Impromptu, PowerPlay

Client Support Specialist

ACNielsen Canada Corporate Client Support

Client Support Specialist

ACNielsen Canada
Corporate Client Support Specialist(Contract) In this position, on a daily basis I answered corporate clients' questions regarding Nielsen software. The problems dealt with varied from web password changes to setting up websites to the actual installation of Client specific software. Within my duties as a Helpdesk Analyst, I supported many uses throughout the company, on a face to face basis as Desk side support. Among the software used on a daily basis were Workstation Plus, Nitro, Spaceman, FrontPage, Heat 7, HP Open View, PeopleSoft Financials and Crystal Reports, VMWare and the Microsoft Office Suite. C.I. B.C

IBM Canada

IBM Canada
Multi/Bilingual Service Desk Analyst with AD and Lotus Notes admin(Contract) In this role, I provided several duties. One of which is the role of a helpdesk analyst. Since this was a very new client to IBM, I had to act as a specialist for all of their IT needs ranging from simple‘ how-to' questions to very client-specific issues such as proprietary online conferencing. In this role, my certification experience definitely came into play. Tools that were used on a daily basis are Tivoli Problem Management-TPM, Change Management-TCM, Asset Management-TAM and Tivoli Service Desk-TSD Citrix tools: Access Manager, Meeting Time, BMC-Baseboard Monitoring Controller, Net Meeting, Blackberry, Putty(for laser, RTAS & Dime Service Desk functions), RSA SecurID Fob Token, Mercer Rapide(Vodafone), SMS-System Management Server, Admin Console, TJPing, Checkpoint vPN-1, Secure Client, Cisco VPN, User Manager and Lotus Notes R6, administrative duties w/MS Exchange 5.5 and Active Directory. On a daily basis, I supported desktop and laptop hardware and software. The operating systems supported included Windows 2k, XP and 2003. I maintained intrusion detection and security through Sans Institute Technologies and for the smaller monitoring. Experience supporting VPN and Wireless technologies. A few of the other applications supported included the MS Office suite, MS Outlook etc. Batch Programming and admin, duties with RedHat Linux. Experience with Solaris or AIX operating systems.

Senior It Operator

Novopharm Limited
Senior IT Operator/consultant(Contract) the Senior IT Operator, my role was two-fold. I had the role of sole internal Helpdesk Analyst, answering email and voice requests that ranged from resetting AD passwords to more complex issues such as deleting or setting up leaving or incoming employees. Since this was an internal Helpdesk, I provided duties of desk side support throughout this contract. As the Senior IT operations consultant, on a daily basis, I went through a checklist that consisted of going through several batch jobs running on servers(four distinct types, two blades servers and two legacy systems), printing off the jobs, making certain they are either running or scheduled to run and doing a visual inspection of key points of the servers and UPS units. Using a combination of VBA programming, statistics and Excel formatting, created weekly reports for Helpdesk(and other dept.) activities, and Server statistics(e.g.. error logs) on a monthly basis. Another major portion of my role was to make sure all backups functioned properly. This process involved connecting remotely to the servers through Windows 2003 server and researching and recording different tapes and jobs that had backed up the previous business day. Intrusion detection was done with radware's APSolute Application Security and Lancope Stealthwatch. The technologies that were used in this role were Windows XP, 2003 server, 2000 professional and Windows 2003 server. I was very involved in the LAN and SAN backups that ran daily, sending and retrieving backup tapes and their sending off-site each week as well as the monitoring of the various systems such as AS/400, MVS, RS/6000, HP/UX, OS/390, AIX, Sun/Solaris, other legacy systems and Windows NT. For the backup jobs that were run, I used VERITAS Backup Exec 9.1 and SmartTerm Essentials. I had also quite a few administrative duties with Active Directory and Call Pilot Manager for the Nortel PBX systems.

Senior Technical/helpdesk Analyst

Toyota Canada
Senior Technical/Helpdesk Analyst User Services Consultant(Contract)

Technical Support Specialist

IBM Canada
Multilingual Help Desk/Technical Support Team Lead Contract) Providing Worldwide Second Level support for one of IBM's major clients, in an environment dictated by ITIL best practices Providing Second Level support for BP's clients and First Level agents for the desk. Administering tickets in the 1.5 queue to follow up with clients to resolve Second Level issues. Recording and documenting all calls with Remedy Web ticketing system. Ticket administration and routing to appropriate groups as required Worked with the RFC Team to process all RFC tickets for proper administration and routing Trouble-shooting all application/computer/network issues that include; Outlook 2003, iRAS4 VPN connections, Office 2003, IE configuration and proxy settings, Domain login and synchronization issues, Certificate updates, Print queues, WTS, Citrix issues, IBM/Dell Laptops, Wireless router connectivity and internet access from Home and Office, Hot-spots and Hotels Performed user administration within Active Directory dealing with Account access rights, groups, distribution lists and password resets/unlocks for domain accounts Remote access with Citrix Goto-Assist to assist users remotely when required Performed daily audits on tickets and some control desk activities for monitoring call volumes and length of calls


CDI College
Aug 2013Aug 2014

Network Administrator

CDI College

GPA: 3.75

Received extensive training to obtain the following certifications:

Summary 1: Security+, SYO 301 cert. exams and Computer forensics

  2:  Network+, N10-005 cert. exam

  3:  A+, 220-801 and 220-802 cert exams

  4:  Linux+, LPIC cert. exam       

  5:  CCNA, ICND1 100-101 and ICND2 200-101 cert. exams

I also possess extensive hands-on training for Windows Administration including: Windows XP through 7 & Windows 2003 & 2008 Server. Among our extensive training, I include VMWare, Packet tracer and not to mention, we were given advanced hands-on training in MS office 2010; Word, Powerpoint and Excel

Sep 2000Oct 2001

Programmer/Network Support Analyst

CDI College

GPA: 3.75, Mississauga, Ontario


Administered several operating systems including; Windows 98, 2000 Professional Linux, UNIX, Novell NetWare. Windows NT and Dos

Created programs using Visual Basic, Access and HTML, Visual C++, Java, ASP as these were the primary languages of training

Also very strong database design and programming skills using , Visual Basic, Access, PeopleSoft 8.x  and HTML, Visual C++, Java, ASP, object oriented, GUI in Object oriented programming, FrontPage 98 and 2000, HTML, DHTML, XML, Java Script, CSS, MS Visio, Cold Fusion, DreamWeaver 4, Photoshop 7

Created a database and Visual C, object oriented, GUI program for the intake of new and former clients of C.I.B.C. insurance

Proficient in Object oriented programming, FrontPage 2000, Cold Fusion, Dreamweaver 4, Photoshop 6, Flash 5 and Lotus Notes (client & Domino) Microsoft Office, MS Access, Visual C++, Visual Basic, MySQL and Visual Fox Pro and JDBC

Developed and practiced hardware abilities through home/ work experience and hands on training.