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Work experience

Feb 2017 Present

HPBX Support Technician

Primus Management ULC

Provide phone and email support to business and enterprise class HPBX customers
Performed hardware and software troubleshooting for the HPBX service
Am a part of the on-call rotation for emergency support of critical issues.
Wrote a bash/perl script that helped validate whether or not a GRE was set up for each client
Configure Cisco Routers 1841 routers, and 8 to 24 port switches for use on the dedicated VLAN for voice traffic

Mar 2015Feb 2017

Priority Business Technical Support Representative

Primus Management ULC

Provided front line support to Business clients
Performed hardware troubleshooting of DSL, Lan Extension, BeX and Web hosting services
Assisted with duties in keeping tickets up to date Follow up with clients within the SLA
Created a web tracker that helps track time spent on projects
Assisted in creating an app that tracks important tickets so all team members are aware of important issues.
Trained new members to the team, with new material and expanding on existing skills.
Was a part of the on-call rotation to take care escalated issues on off hours.
Provided HPBX Small Office support, which entails smaller VoIP set ups, quality issues, and general troubleshooting.

Dec 2014Mar 2015

Residential Technical Support Representative

Primus Management ULC

Provided front line support of residential customers
Provided technical assistance to customers over the phone
Created a network utility to make it easier to troubleshoot issues customers were experiencing for OSX devices
Assisted with the Ticket generator used for creating tickets

Apr 2014Sep 2014

Infrastructure Technology Officer

Treasury Board Secretariat

Provided support across the Eastern Ontario Region
Remotely imaged, and deployed software
Managed On-Site inventory for loaner equipment while Hardware/Software issues were resolved
Onsite support and travel support

May 2013Sep 2013

Deployment Technician

St. Lawrence College

Imaged Computers in labs using Symantec Ghost
Completed a full inventory of PC hardware in the college
Repaired hardware as needed
Resolved software issues

Education

Sep 2012May 2014

Advanced Diploma, Computer Networking and Technical Support

St. Lawrence College

Completed this Program
Courses included:
PC Hardware & Software
MS Client Operating System
Intro to Linux and Cloud Computing
Database Concepts and Techniques
Introduction to Data Communications
Scripting Procedures
Application, Installation and Support
Linux Admin and O/S Virtualization
Computer Networking Design and Implementation
Intermediate PC Hardware
Contemporary Topics in the Workplace
Advanced Linux/Web Server Administration
Network Administration
PC Hardware III

Sep 2011May 2013

Advanced Diploma(Incomplete - Switched Programs), Computer Programmer Analyst

St. Lawrence College

Completed the first two years of this program. 
Courses included:
Introduction to Networking Concepts
Web Development
Introduction to C++ Programming
Introduction to Databases
PC Hardware & Software
MySQL
GUI Application with C#.Net
Program Design
C++ Programming
Data Base Mgmt & Design
Enterprise Web Development
PHP Programming
Object Oriented Prog Using C++
COBOL Programming
Systems (Linux, z/OS, TSO/ISPF, and Mainframe Introduction)
Java App. Programming