Summary
Overview
Work History
Skills
Languages
Timeline
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Patrick Matondo

Gatineau,Canada

Summary

My time My time Network and Security Specialist Diploma in Information Technology 209-2011 Cisco Network Administration Certificate Algonquin College 2019-2020 Certifications from CompTIA, A+ and Network+ Bilingual IT Site Support Specialist with over 10 years of experience in a variety of IT disciplines in corporate and manufacturing environments. Advanced level knowledge and hands-on experience installing, configuring, and administering major Microsoft Windows operating systems, Windows 2012 Server and above, Windows 7 and above. Extensive knowledge and practical experience in areas such as mobile device management, desktop equipment, Office 2013 and above including 365, Active Directory, L2 and L3 desktop, and network support. Good working knowledge of network technologies including

Overview

13
13
years of professional experience

Work History

Bilingual IT Site Support Specialist

Kruger products
Gatineau, Quebec
12.2017 - Current
  • Provide level 2 and level 3 desktop and network support to end users, as well as executive members via phone, email, or in person
  • Resolve technical support issues that cannot be resolved via telephone by Service Desk, in person, or using remote tools
  • Diagnoses and resolves Service Desk tickets and requests received through escalations from other team members via email, phone, or walk-up using established processes
  • Monitors and reports to manager on services provided by external parties (vendors, regional IT, global IT) and ensures that they meet desired outcomes and agreed to service levels
  • Performs IMAC (Install, Moves, Adds, Changes) - related tasks as assigned
  • Perform network administration tasks including changing passwords, creating mailboxes for new and existing users, managing user accounts, resetting user passwords, and adding and deleting users using Active Directory
  • Installs configure and deploy applications, PCs and peripherals, iPhones/iPads, printers, and room conferencing equipment using established processes
  • Support project initiatives related to the company’s hardware, software, and network environment
  • Support, examine, and repair computer systems, hardware, printers, and computer peripherals
  • Reimage/Re-install the company’s desktop, laptop, and tablet computers using SCCM
  • Provide technical support to over 250+ users, adding and changing existing users, replacing and upgrading old or obsolete equipment, and backing up and restoring user's data
  • SCCM deployment, Active Directory, Networking, Application, and iPhone configuration
  • Perform hardware warranty and non-warranty repairs of desktops, notebooks, and printers
  • Assist with switch and router installs and replacements

Desktop Support Analyst

IBM Canada at AHS
Calgary, Alberta
02.2014 - 12.2017
  • Provided level 2 desktop support to over 500 users at South Health Campus and other AHS sites
  • Performed network administration functions, manually mapped network drives, backed up and restored Client’s profile, set up network user accounts/permissions, reset passwords, and administered group Policies
  • Performed immediate IMAC (installs, moves add, changes) activities: hardware roll-out, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, POS devices, etc
  • Installed hardware and software following the documented processes and procedures as requested
  • Supported all standard desktop software, hardware devices, and printers
  • Remotely resolved software troubles via telephone and remote takeover
  • Assisted with hardware and software incidents regarding system performance and poor response
  • Shipped replacement hardware for break fix
  • Handled inventory processes to update master data inventory
  • Installed, configured, and maintained over 3,000 IBM-based PCs and over 500 Printers
  • Such as Epson, Lexmark and Zebra Label Printers at South Health Campus which happens to be the biggest hospital in Alberta

Senior Service Desk Analyst

CNRL
Calgary, Alberta
01.2012 - 12.2014
  • Responsible for taking & logging incoming calls & provide efficient customer support for all 1st line issues relating to Servers, Desktops, Networks, Applications, Laptops, and peripherals
  • Supported thousands of users and on average answered 60 IT calls a day
  • Provided 1st and 2nd level technical support to business clients via email & phone
  • Installed and configured hardware and software according to established criteria
  • Provided first-level support to clients (Canada, UK, Scotland & West Africa Locations)
  • Handled incoming incidents via phone /email promptly and effectively
  • Diagnosed and resolved a wide range of technical issues over the phone
  • Provided Remote assistance via Windows Remote Assistance & TeamViewer
  • Remotely installed applications and added printer drivers via remote assistance
  • Utilized Remedy and Maximo & ticketing systems to track and log incidents/work orders
  • Granted network folder access & reset a variety of application passwords
  • Handled field incoming help requests from end users in local and remote locations in a courteous and timely manner Summary

Bilingual IT Site Support Specialist

PATRICK MATONDO

Skills

  • TCP/IP, routers, switches, DHCP, DNS, VPN, Wi-Fi, WAN, and LAN security procedures Excellent communication and interpersonal
  • Maintain Reliability Security Clearance Status CompTIA Network and A Certified
  • SKILLS
  • Windows 7, 8, 10, Server 2012 and above, VMware
  • HARDWARE: Workstations, Desktops, Laptops, Printers, Tablets, Android, I-Phones, IP Phones, Routers, Switches
  • NETWORKING: VOIP, WIFI, Network Cloud Storage, Remote Access, Ethernet, TCP/IP, Active Directory, DHCP, DNS

Languages

  • Fluency in French and English – both oral and written.

    • Timeline

    Bilingual IT Site Support Specialist

    Kruger products
    12.2017 - Current

    Desktop Support Analyst

    IBM Canada at AHS
    02.2014 - 12.2017

    Senior Service Desk Analyst

    CNRL
    01.2012 - 12.2014

    Bilingual IT Site Support Specialist

    PATRICK MATONDO

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