Jason Duster
Senior Technical Specialist
Toronto,ON
Summary
Technically sophisticated support professional with over 15 years of experience. Possess an aptitude for recognizing problems and devising solutions that save time and money while increasing efficiency.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Senior Technical Specialist
CMLS Financial
Toronto, Ontario
04.2021 - Current
- Point of Contact for various systems (Phone System, Internal Company processes)
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed complex Support issues to resolution
- Commended for quickly resolving complex issues including system crashes, network slowdown, connectivity problems
Technical Support Specialist
CMLS Financial
Toronto, ON
11.2018 - 04.2021
- Project Work (March 2020) Moved entire company (300 end users) from Legacy phone system to UC1 Communicator (VOIP) during COVID.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by team.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
Teaching Assistant (Part Time)
Netsoft College Of Technology
Mississauga, Ontario
01.2018 - 06.2019
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Supported classroom activities, tutoring, and reviewing work.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
Associate, Strategic Programs
DBRS
Toronto, Ontario
01.2017 - 01.2018
- 2nd Year of Workday Project, worked within a team to assist the business to migrate from VISA to AMEX Corporate Cards.
- Introduced AMEX Travel as a replacement for 3rd party travel providers
- Boosted knowledge and skills of MS PowerPoint / MS Word by creating 40 job aids and training documents
- Drafted 6 Major communications using Word Mail Merge for rollout for AMEX to all staff
- Standardized travel and expense process by creating and drafting new company policy
- Improved Training / Board reporting process from 5 Days to under 2 Hours by using Excel with Complex Formulas and Pivot Tables.
Application Support Analyst
DBRS
Toronto, ON
01.2016 - 01.2017
- Participated in a 2 year Project moving HR / Finance / Payroll from independent systems to Workday (Cloud ERP Solution)
- Main responsibility to export out all financial data from Financial Systems (Sun Systems) contained in Microsoft SQL Server 2008
- Exported out SQL Data into Excel Raw Tables, handling multiple files comprised of 4-6GB files.
- Used complex Excel formulas to populate Workday XML Templates for import into Workday.
- Provided exception training for Workday to end users
IT Support Specialist
DBRS
Toronto, Ontario
08.2009 - 12.2016
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Configured hardware and granted system permissions to new employees.
- Used ticketing systems to manage and process support actions and requests.
- Spearheaded migration of All Staff from XP to Windows 7
- Championed migration of all staff members from physical desktops to VMWare
- Project Leader for Migration all users from MS Office 2003 to 2010
- Project Leader on creating new security structure for all Departments on file server
- Point of Contact for all Vendors regarding to purchasing
- Slashed overall mobility costs by 20-30% by leading negotiations on new mobility contracts with Bell (Canada) and Verion (US)
Helpdesk Support Engineer
Wardrop Enginnering Inc.
Mississauga, Ontario
04.2006 - 01.2009
- Connected to computer of client using remote link to install programs and applications.
- Collaborated with outside departments to implement system-wide improvements.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Coordinated seamless office relocation for Energy Department
Education
Infrastructure Analyst Diploma - Information Technology Infrastructure
Netsoft College of Technology
Mississauga, ON 01.2018 - 06.2019
Information Technologies Support Services Diploma - Information Technology
Sheridan College Institute of Technology And Advanced Learning
Brampton, ON 09.2002 - 04.2005
High School Diploma -
Brampton Centennial Secondary School
Brampton, ON 09.1998 - 06.2002
Skills
Windows Server 2012 / 2016
undefinedCertification
MCSE - Cloud Platform and Infrastructure
Timeline
Microsoft 365 Certified: Teams Administrator Associate
04-2023
Senior Technical Specialist
CMLS Financial
04.2021 - Current
Technical Support Specialist
CMLS Financial
11.2018 - 04.2021
MCSE - Cloud Platform and Infrastructure
03-2018
Teaching Assistant (Part Time)
Netsoft College Of Technology
01.2018 - 06.2019
Infrastructure Analyst Diploma - Information Technology Infrastructure
Netsoft College of Technology
01.2018 - 06.2019
MCSA - Windows Servier 2012
01-2018
Associate, Strategic Programs
DBRS
01.2017 - 01.2018
Application Support Analyst
DBRS
01.2016 - 01.2017
IT Support Specialist
DBRS
08.2009 - 12.2016
Helpdesk Support Engineer
Wardrop Enginnering Inc.
04.2006 - 01.2009
Information Technologies Support Services Diploma - Information Technology
Sheridan College Institute of Technology And Advanced Learning
09.2002 - 04.2005
High School Diploma -
Brampton Centennial Secondary School
09.1998 - 06.2002
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