Summary
Overview
Work History
Education
Skills
Timeline
Generic

Richard Hackett

Bramptom,Ontario

Summary

Rational IT Specialist with over 10 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.

Overview

50
50
years of professional experience

Work History

Field Service Technician /Electrician Technician

Jenoptik
Mississauga, ON
07.2020 - Current
  • Installed new equipment and routine maintenance protocols .
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Managed on-site and off-site installation, repair, maintenance and test tasks.
  • Followed safety procedures to avoid injuries in field.
  • Installed, tuned, and maintain digital camera systems in pole cabinets in the field.
  • Filed maintenance reports with the Assistant Program Manager
  • Performed the operation, maintenance, data collection, troubleshooting, record keeping of all Red-Light Camera (RLC) systems in multiple cities and municipalities in Ontario.
  • Routine weekly data collection and deliveries as per data collection schedules, following all procedures effectively
  • Ensuring the maintenance and upkeep of all Traffipax owned operation equipment.

IT Analyst

Mayfield Golf and Country Club
04.2021 - Current
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Investigated and addressed system issues to enhance usability and improve functionality.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Oversaw installation of software programs and hardware systems to meet requirements.

IT Specialist

Jamaica Tourist Board
02.2014 - Current
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Removed malware, ransomware and other threats from laptops and desktop systems.

IT Specialist

House of Praise Tabernacle
01.2012 - Current
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Answered questions and provided information to customers about new software or hardware.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Service Transition Manager

eHealth Ontario
07.2012 - 04.2016
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Delivered all Service Transition Projects and Programs in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where successful implementation of service resource skills and processes are just as critical to project success as technology
  • Delivered customer advocacy via exemplary Service Transition project delivery
  • Responsible for the management of the broader transition team involving additional project management resources, internal technical resources, 3rd party suppliers, account team members, and client stakeholders
  • To interface with 3rd party suppliers, involving agreement, planning, timelines, and quality of deliverables
  • Produced detailed project plans to manage interdependencies.
  • Ensured strict commercial change control to manage deviations
  • Adhered to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues.
  • Ensured commercial project milestones were agreed upon and published, and invoices were raised regarding dates and completion of deliverables.
  • Managed the expenditure within the Service Transition, ensuring all costs were recorded against products and services delivered
  • Created and effectively managed the stakeholders, incorporating all project work-streams
  • Ensured products and services delivered within the Service Transition were within time and budget constraints and met the required level of quality.
  • Monitor the program/project ensuring issues are resolved promptly and the appropriate corrective actions implemented.
  • Reviewed the outcomes of the Service Transition Projects to determine any corrective actions to take to improve future delivery in terms of cost, quality, and customer satisfaction.

Senior IT Systems Administrator

Cryptologic, INC
02.2008 - 06.2012
  • Standardized job tasks and trained junior team members on industry best practices and standards.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Worked with users to determine areas of technology in need of improved usability.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Provided 1st, 2nd, and 3rd level support for users in a mixed MS windows environment.
  • Planned, deployed, configured, maintained, and administrated servers and desktops, laptops, peripherals, operating systems, and standard and custom desktop applications in the production environment following the change management process.
  • Collaborated with third-level technical support to ensure smooth and reliable software and systems operation to fulfill business objectives and processes.
  • Provided adequate first and second-level desktop support in supporting a user base of approximately 250 local and remote clients
  • Developed and communicated written and oral project and program charters, business cases, and presentations to senior management.

SDM (Service Delivery Manager) Purolator

CGI Group
Markham, ON
11.2004 - 11.2008
  • Identified and negotiated service level requirements and standard operating procedures with both customer and IT provider/vendor for existing services
  • Ensured service performance analysis against Service Level Agreement (SLA) and Operating Level Agreement (OLA) targets and produced relevant, concise reports that were both timely and readable for Customers and IT providers.
  • Acted as focal point between Purolator and IT Service Provider’s help desk for escalating issues.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Monitored and maintained queue within Action Remedy to meet SLA.
  • Provided Tier II remote support using Dame Ware, VNC, PCAnywhere, Net meeting & windows remote tool.
  • Configured / Troubleshoot Terminal Server, Active Directory, NetMeeting, VNC
  • Troubleshoot DNS and IP conflicts
  • Troubleshoot / Configured Citrix Meta Frame XP and thin clients
  • Troubleshoot and administered Exchange 5.5; 2003/ RIM Blackberry
  • Troubleshoot/configured VPN and dial-up connections
  • Technical diagnostic and installation support for Lotus Notes, Microsoft Office, and local
  • Network, remote dial-up, VPN, desktops, laptops, printers, and other miscellaneous peripheral
  • Server Administration / Support of a NT and Active Directory domain (Windows 2003)
  • Training New Analysts
  • Imaging Desktops

IT Specialist

NORTH AMERICAN LEISURE
02.1990 - 11.2004
  • Configured hardware, devices and software to set up workstations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Createdahelpdesk with the manager for staff of five.
  • Set up new PCs for W2K and XP migration. Provided remote support for various apps such as NAV, WIN & office 2000, and 2002, set up, repaired, installed and Troubleshoot Software and Hardware for new and old Computers.
  • Trained Employees on basic Win95/NT

Education

ITIL

GED -

Lasalle High
Montreal, QC
06.1989

Skills

  • Traceability Compliance
  • Network Security Measures
  • Team Support
  • Component Replacements
  • Information Technology Industry Knowledge
  • Server Deployment
  • Computer Operating Systems
  • Service Quality
  • Installing New Hardware
  • Computer Hardware Knowledge
  • Network Technology

Timeline

IT Analyst

Mayfield Golf and Country Club
04.2021 - Current

Field Service Technician /Electrician Technician

Jenoptik
07.2020 - Current

IT Specialist

Jamaica Tourist Board
02.2014 - Current

Service Transition Manager

eHealth Ontario
07.2012 - 04.2016

IT Specialist

House of Praise Tabernacle
01.2012 - Current

Senior IT Systems Administrator

Cryptologic, INC
02.2008 - 06.2012

SDM (Service Delivery Manager) Purolator

CGI Group
11.2004 - 11.2008

IT Specialist

NORTH AMERICAN LEISURE
02.1990 - 11.2004

ITIL

GED -

Lasalle High

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Richard Hackett