GARY REID
Etobicoke,ON
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
26
26
years of professional experience
1
1
Certificate
Work History
IT Technical Support Specialist
The Magill Group
01.2010 - Current
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed and implemented preventive maintenance procedures.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
IT Manager
Yamana Gold Inc.
01.2007 - 01.2010
- Directed technical team providing quality desktop support, reliable remote access, technology deployment, and robust networked resources
- Negotiated contracts, directed long-range planning, prepared and monitored budgets up to $2M, and conducted ROI studies
- Supervised traditional department management functions including fiscal responsibility, resource management, project management, and administrative detail
- Negotiated with hardware and software vendors to purchase equipment, managing budget
- Oversaw and facilitated implementation of all systems and programs, provided assistance, education, and training to all departments, acted as a liaison between company and various vendors, and designed detailed specifications required for defect / enhancement resolution
- Monitored all aspects of project management related to logistics, purchasing, and contract negotiation, ensuring timely completion, while remaining within scope and budgetary specifications
- Determined fiscal requirements and prepared budgetary recommendations for replacement PCs, staff promotions, and recruitment of new staff members
- Supported corporate-wide projects in the selection, delivery and management of new technology.
Manager Information Systems
Skyway Canada Ltd.
01.2003 - 01.2007
- Designed and constructed a wide-area network connecting satellite offices to corporate headquarters
- Oversaw setup of servers and desktop workstations
- Prepared budgets and managed expenses
- Configured and managed routers, firewalls, and domain, Email, Web, and ftp services
- Installed and configured various peripherals: scanners, modems, tape backups, printers, SCSI devices, hubs and switches, and digital imaging devices
- Oversaw design and installation processes for implementation and rollout of LAN/WAN applications for networking NOC/SCC workstations and mail systems
- Provided overall analysis of software applications and communications software
- Maintained, installed, and developed LAN/WAN systems
- Directed a team of PC Technicians, a Network Administrator / Analyst, and two Help Desk personnel in the management of all facets of information technology
- Provided support and planning for critical requirements including: Network Administration, Computer Builds, Software Loads, Product Testing, Telephony, End-User Support & Training, Vendor Relations, and Project Management
- Managed systems configuration and maintenance, problem troubleshooting, planning and directing upgrades, and testing operations to ensure optimum system functionality
- Engineered, managed and implemented configuration and installation of complex network backbones.
Systems Administrator
Clinidata Corp
01.2001 - 01.2003
- Manage information systems and LAN/WAN connectivity for all Ontario sites
- 24/7 Support for network “5x9s uptime”
- Assisted in special projects for existing and developing sites (Planning and Implementation)
- Management of various databases (e.g
- CIT, Sharp Focus, SQL, MS Access)
- Assure proper setup and configuration for various systems & equipment
- Training and education of the network service and applications
- Managed network security and offsite storage for backup system
- Install and upgrade systems software/hardware and OS to new and existing setup
- CIT database management with SQL 2000, convert database from Access to SQL.
Tier II Technical Support
ClientLogic Corp.
01.1999 - 01.2001
- Provide RAS troubleshooting support via telephone using Remedy, Solution Explorer, Fulcrum, Portal, and PVC for Juno’s 10,000,000 Internet Users
- Configured and troubleshoot WINS, DNS, LMHOST, HOST and DHCP for remote access through POP and SMTP Servers, dialup and ADSL services
- Systems management, including system monitoring, connectivity maintenance, troubleshooting problems, and implementing solutions
- Implemented, configured and managed Tivoli storage manager (supporting server and client communication)
- Configured NT Workstation on an Ethernet Network using TCP/IP protocol
- Backup and reinstall client’s data and software programs
- Support File and Print Server for managing access to network resources such as shared printers, directories, database and files.
Education
Information Technology Management -
Ryerson University
Toronto, ON01.2007
Computer Systems Technology -
Centennial College
Toronto, ON01.2001
Computer Information Technology -
Shaw College
Toronto, ON01.1999
Skills
- Office 365 Small, Medium and Enterprise Edition
- Virtualization: VMware, Hyper-V, Citrix
- Firewalls
- Network Security
- Amazon Web Services
- Incident Management
- Virtualization Technologies
- Application support
- System Configuration
- Remote Support
- Application installations
- Ticket management
- Technical issues analysis
- Customer Success Management
- System Administration
- Ticket support system management
- Data Recovery
- Network diagnostics
- Help Desk Support
- End-User Training
- VoIP Systems
- Hardware Installation
- Server maintenance
- Disaster Recovery Planning
- Patch management
- Database Administration
- Software Deployment
- Network Administration
- Asset Management
- Mobile Device Management
Certification
- CCNA
- MCSE
- A+
- Security+
Languages
English
Full Professional
Timeline
IT Technical Support Specialist
The Magill Group
01.2010 - Current
IT Manager
Yamana Gold Inc.
01.2007 - 01.2010
Manager Information Systems
Skyway Canada Ltd.
01.2003 - 01.2007
Systems Administrator
Clinidata Corp
01.2001 - 01.2003
Tier II Technical Support
ClientLogic Corp.
01.1999 - 01.2001
Information Technology Management -
Ryerson University
Computer Systems Technology -
Centennial College
Computer Information Technology -
Shaw College
Corporatecourses
- Project Management
- Team building
- BI Analysis
Corecompetences
- IT Infrastructure and Operations
- Project Management
- Client Liaison
- Budgeting
- Solutions Deployment
- Vendor Management
- Document Management
- Administrative Processes
- Customer Needs Assessment
- Systems Implementation
- Task Analysis
- Technical Needs Analysis
Corporatecourses
- Project Management
- Team building
- BI Analysis
Corecompetences
- IT Infrastructure and Operations
- Project Management
- Client Liaison
- Budgeting
- Solutions Deployment
- Vendor Management
- Document Management
- Administrative Processes
- Customer Needs Assessment
- Systems Implementation
- Task Analysis
- Technical Needs Analysis
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