Summary
Overview
Work History
Education
Skills
Expertiseareas
Languages
Accomplishments
Certification
Timeline
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Scott Halliday

Scarborough,Canada

Summary

Passionate and professional IT Lead Technician with over 10 years of hands-on experience. Highly knowledgeable in various products and services, including systems integrations, consulting services, client support, and hardware/software troubleshooting. Proficient in ticketing systems such as Intuit Quick Base and Remedy&SRMS, and trained as a technician on Active Directory. Possesses a solid understanding of network protocols such as TCP/IP, VPN, LAN, DNS, and Wireless LAN. Demonstrated expertise in building HP server racks, and installing switches, UPS, and servers with workstations and network printers for training purposes. Experienced in providing POS support for 7-11 stores, Portable Data Terminals, Fuji Kiosks, IBM, HP, MICROS, and BINGO POS & player devices. Skilled in running CAT 5 cables up to 50 feet. Proficient in Microsoft Windows operating systems starting from Windows 7/8.1 to Windows 10. Trained IT technicians on deploying and configuring Windows 10 for up to 28,000 user data backup to the cloud. Consistently achieved high scores for technical efficiency (148.7%), Travel efficiency (95.8%), and call-taking efficiency (125.6%) at Unisys. Handles an average of 7 calls per day.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Workstation Technical Specials

The Canada Life Assurance Company
01.2018 - 07.2024
  • Training newly hired technicians on deployment procedures and imaging tools AD and cloud migration
  • Creating new material using Adobe Pro developing work order making it easier for day to day jobs
  • Moving from Windows 7 to Windows 10 as well Bata testing Windows 10 for deployment
  • Monitored ticketing system for new hire and refreshes and flowing up on any incident tickets, troubleshooting software and network issues moving asset in AD to different domains
  • Performs hardware refresh by executing data backup with Windows Easy Transfer, USMT and cloud backup, installation of new equipment and setup of IP printers, updating of asset records upon completion
  • Managed afternoon shift crew to minimize call overflow well as managing remote sites
  • ITIL processes including Change Management processes SCCM and ServiceNow
  • Also supporting telephony and white glove services being provided
  • Managed workstation updates, ensuring optimal performance and reduced downtime.
  • Implemented backup solutions to ensure critical data was protected against loss or corruption due to system failures.
  • Enhanced security measures through implementing antivirus programs and monitoring potential threats.
  • Facilitated employee transition processes during departmental or role changes by ensuring seamless workstation migration and data transfer.

Technical Lead IMAC Technician / POS Field Technician

Compugen
04.2016 - 11.2017
  • IMAC for Social Services
  • HP server installs for correction Ontario prisons, break-fix Xerox printer, imaging government computers & TS, break-fix TV for Bell Canada & POS retail
  • BDO imaging Windows 8 & 10, Manual installing MS Office 2013, configuring cloud apps, MS Visio, Visual Studio, backup of PST including manual data backup
  • IMAC McCarthy hardware installs, configuring e-mail network printers, Jabra headset for Cisco phone ensuring white-glove treatment for all end users
  • Retail field support for POS and server support for Petro Canada, Cara Foods Pizza Pizza, and Canadian banknote
  • POS units IBM, HP, MICROS and CBN “BINGO” all in one bump bar and KVM’s
  • Team lead on OLGC conversion to Gateway casinos

IMAC Technician / Configuration Technician

CompuCom
08.2015 - 02.2016
  • Utilized Microsoft SCCM services to Migrate Windows XP workstations Windows 7 and Windows 10
  • Reviewed and organized migration of up to 30 users per night in a 2000-user campus to ensure efficient use of time/resources while managing all the necessary paperwork
  • Utilized knowledge of MS-DOS batch file processing, creating installation scripts for applications
  • Primary contact for Shoppers Drug Mart ensured the Window 7/10 migration ran smoothly for white glove users like Directors, VPs, senior VPs and CEO
  • Installed newly migrated workstations as well as troubleshooting corrupt script files
  • Assisted users with Windows 7/10 issues i.e
  • Connectivity, login and or application issues and escalated issues when needed
  • Logging tickets through Intuit quick base
  • Conducted SCCM 2012 remote management of PC Imaging and management of clients users accounts, software deployment, and Avaya Phone systems management
  • Provided Hardware and Software support for Dell, Lenovo, HP desktops and laptops, printers Xerox, HP, routers, hubs and, switches
  • Utilized quick base ticketing system
  • Mapping and network printer setup, assigning local users with admin rights

IMAC Technician

IBM
02.2015 - 08.2015
  • Managed refresh project for banking / financial institution
  • Migrated users from Windows XP to Windows 7 and MS Office 2003 to Office 2010
  • Assisted end-users to familiarize themselves with the upgrade as well as solving email issues, re-mapping drive, adding network printers and ensured all software was made available
  • All users were set up by days end before closing tickets
  • Ensured migration of all offices’ and cashiers’ computers had been imaged from Windows XP to 7 and ensured the set-up for following day’s transaction
  • Hardware involved cash dispensers, card readers, receipt printers and all network printers

Field Technician / POS Technician

Unisys Technical Services
12.2005 - 10.2014
  • IT support on Dell PC hardware including laptops, desktops, printers, work stations, FUJIU photo finishing equipment and, Xerox printers
  • Ensure all SLA were met promptly
  • Troubleshoot and root cause diagnosis of hardware/software related problems
  • Supported 7-11 POS machines, Portable Data Terminal, handheld scanners, backup server, switches and routers, training equipment MOB; replacement of equipment and reconfiguring

Education

Dell Certified Systems Expert -

01.2015

Motorcycle Maintenance -

Centennial College
Scarborough
01.2015

XEROX Certified -

Unisys
Toronto, ON
01.2009

A+ PC Technician and Support -

Academy of Information Technology
Toronto, ON
01.1999

Skills

  • Dell Certified Systems Expert
  • XEROX Certified
  • Certified A PC Technician & Support
  • Supported POS
  • Knowledge of all major brand-name hardware and clone PCs
  • Adobe Pro
  • Ghost
  • VPN
  • HP Quality Center
  • AD cloud
  • SCCM
  • ServiceNow
  • Microsoft Windows Vista
  • Microsoft Windows 7
  • Microsoft Windows 81
  • Microsoft Windows 10
  • Microsoft Windows 11
  • MS Office 0365
  • Ticketing System Oversight
  • Data Recovery
  • Hardware troubleshooting
  • Creating and troubleshooting batch file
  • Exchange
  • Hardware diagnostics
  • Desktop support
  • Remote Technical Support
  • VMware
  • Team Viewer
  • VoIP
  • Internet Explorer
  • Google Chrome
  • Mozilla Firefox
  • Experience with Active Directory
  • Google Apps
  • Mobile technology
  • IPhone
  • Android

Expertiseareas

Certified A+ PC Technician & Support, Dell Certified Systems Expert and XEROX Certified Supported POS 7-11, Portable Data Terminal, Fuji Kiosk IBM, HP, MICROS, and BINGO player devices, knowledge of all major brand name hardware and Clones PC’s., Adobe Pro, Business Objects Crystal Reports XI, Symantec Endpoint Protection, Ghost, VPN, Autodesk Design Review 2012 HP Quality Center Client Side PO Inquiry Interactive Intelligence and POS Store master & AD cloud SCCM and ServiceNow, Microsoft Windows 98/2000//XP/Vista/7/8.1 10 & 11, MS Windows (Server): 2007 MS-Office Suite from to 0365 Creating and troubleshooting batch file. IBM Informix-Connect JDA Advanced Warehouse Replenishment, Exchange VM ware (Team Viewer) VoIP browsers support Internet Explorer/Google Chrome/Mozilla Firefox, Experience with Active Directory and Google Apps, Mobile technology: iPhone/Android.

Languages

English
Full Professional

Accomplishments

  • Handling requests, being exemplary role models, and coordinating the timing for new hires addressing unexpected issues. Collaborative work, Canada Life Teams and the company as a whole by ensuring that new hires receive a positive first impression.
  • Assisted in decreasing the total number of tickets by 530 units over a 6.5-month period..
  • Supervised team of 4 staff members.

Certification

  • XEROX 2009
  • A+ Certification
  • Ont Driver's License G/M

Timeline

Workstation Technical Specials

The Canada Life Assurance Company
01.2018 - 07.2024

Technical Lead IMAC Technician / POS Field Technician

Compugen
04.2016 - 11.2017

IMAC Technician / Configuration Technician

CompuCom
08.2015 - 02.2016

IMAC Technician

IBM
02.2015 - 08.2015

Field Technician / POS Technician

Unisys Technical Services
12.2005 - 10.2014

Dell Certified Systems Expert -

Motorcycle Maintenance -

Centennial College

XEROX Certified -

Unisys

A+ PC Technician and Support -

Academy of Information Technology

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Scott Halliday