Resume - Computer specialist with 15 years of experience in the IS field, with 3.5 years ...

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Resume #5013

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Employment History

04/02- IS Specialist/Manager
Present PetroKazakhstan Kumkol Resources
Kyzylorda, Kazakhstan

* Acted as senior technical resource and mentor for national staff. This allowed staff to gain knowledge from my 15 years in a variety of computing environments.
* Provided a wide variety of support to staff in other departments, such as network administration, desktop support, and e-mail support. This allowed productivity to be maintained when national IS staff were busy with other issues.
* Trained local staff in support procedures used in North America. Also trained them on customer service concepts. This gave the national staff an insight into the support challenges and successes faced by their North American counterparts. It also introduced them to the idea of best practices.
* Developed staff training plans to bring staff skill levels up to North American standards. This enabled staff to feel confident about working with new technology and gave staff in other department's confidence in our ability to do our jobs.
* Worked closely with national manager to introduce him to North American management concepts and techniques.
* Performed budget planning and preparation in conjunction with national manager. Able to plan for long term requirements while being on or below budget.
* Performed requirements analysis in conjunction with national manager. Consistently able to minimize costs to the company.
* Developed and implemented department policies for use company wide. This includes e-mail usage, Internet usage, and security policies. This enhanced network performance with minimal impact to end-users.
* Developed and set performance objectives for the department. Staff performance was improved and more consistent in all locations.
* Researched new and existing technologies at customer's requests, to see if they would be of benefit to the company and improve overall productivity. Wrote business cases and justifications for technology that was deemed appropriate.
* Interviewed and hired new staff, including co-op students. All newly hired staff have been fit for role and team.

06/01- Database Support Analyst
11/01 Canadian Pacific Railway
Calgary, AB

* Performed support functions for IMS and DB/2 databases to meet corporate requirements for e-¬mail and data storage
* Communicated with Change Management team maintenance schedules thereby minimizing operational downtime
* Within 3 months demonstrated self-directed learning and flexibility in processing large volumes of training information on IMS databases and SQL, minimizing organizational costs
* Ensured database move jobs were scheduled and approvals granted to meet project timelines

11/99- Team Leader/Escalation Manager/Operations Coordinator
06/01 Canadian Pacific Railway
Calgary, AB

* Managed day-to-day affairs of team, consisting of 20 people spread across Canada and the US. Directly responsible for the Western region and 9 support staff, ensuring consistent positive feedback.
* Interviewed and hired new staff, including co-op students. Oversaw administrative tasks for new hires, including setting up user accounts, payroll, etc. All newly hired staff have been fit for role and team.
* Managed team budget of $1.8 million and made sure that we were on target. Also responsible for all aspects of billing (corrections, credits, warranty refunds, etc.) from our 3rd party hardware vendor. Consistently met or exceeded budget goals.
* Acted as primary liaison between desktop support and help desk. Made sure service levels were met on high priority calls. Responsible for both Canada and the US. Impact on business minimized due to efficient handling of unforeseen outages.
* Coordinated after hour's service calls on high priority problems by being available 24õ7 all year. Minimized impact on team by being proactive and self-supporting.
* Developed several new processes and streamlined several existing processes to increase team's support efficiency. Saved company and team valuable time, money, and resources.
* Created, delegated, and managed internal team projects. Fostered better working relationship between team and other IS teams. Involved team in important departmental decisions.
* Researched and purchased new technologies to increase team's efficiency, such as digital cell phones and more powerful laptops. Increased team's productivity and morale. Kept team technologically up to date without negative impact on budget.
* In the last few months of this position, I was responsible for ensuring that the transition between the Desktop Support team and the outsourcing vendor went smoothly in the Western region.
* Assisted the Desktop Support team by doing support calls as positions were not backfilled as people transitioned to their new jobs.

05/98- Systems Analyst
11/99 Canadian Pacific Railway
Calgary, AB

* As a member of the Desktop Services Team, I was responsible for responding to service calls including operating system support, network support, and connectivity support.
* Responsible for coordinating with other areas of the IS department to see service calls through to successful completion.
* Provided support to critical business areas, such as CP Rail Police, the Network Management Center, Rail Traffic Control, and the Crew Management Center.
* Provided back up for other locations in Canada and as part of my duties. Also provided phone support for remote locations, traveling to these sites as necessary to resolve outstanding issues.
* Software supported includes Lotus Notes, SAP, Oracle, OS/2, Windows NT 4.0, and all versions of MS Office.

07/94- PC Support Specialist
08/97 Kraft Canada Inc.
Calgary, AB

* Solely responsible for the support of users in the Calgary office, which numbered on average seventy people, as well as being responsible for all aspects of computers in the Calgary office.
* Handled many management duties such as project coordination and coordination of service calls with outside service providers.
* Other duties included Local Area Network support including some network administration in a Windows NT environment. Mainframe and AS/400 connectivity support, software support, and hardware support.
* Also responsible for support of specialized database applications, the programming of databases using Microsoft Access, and writing of macros.
* In charge of all computer inventory and record keeping relating to all aspects of the computing infrastructure.

Education
01/93 - 04/98 Bachelor of Arts (Major: Sociology; Minor: Management)
University of Calgary

08/87 - 04/88 Electronic Service Technician Certificate, NAIT, Edmonton, AB

09/82 - 01/86 High School Diploma, Paul Kane High School, Edmonton, AB

Specialized Courses: NT 4 Core Technologies; Customer Service Excellence; Project Management; NT 4 Systems Admin; NT 4 TCP/IP; NT 4 Enterprise Server; OS/2 Warp 4 Implementation and Support; Windows 2000 Support; Windows 2000 Active Directory; Interconnecting Cisco Devices; Introduction to SAP; SAP Basis Administration

Networks: Novell; PC-NFS; Banyan; Lantastic; Apple Talk; Apple TOP; TCP/IP; Ethernet; Token-Ring; 10BaseT Ethernet; Windows NT; Cisco.

Operating Systems: MS-DOS; Apple O/S; Unix; Windows 95; Windows NT; Windows 98; IBM O/S 2; Linux; Windows 2000; Windows XP; Solaris 7 and 8

Programming Languages: Miranda; C; SQL.

References are available upon request.

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