Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Victor Bettencourt

Mississauga,ON

Summary

Experienced professional with a strong background in delivering on-site and remote technical support and consulting services. Skilled in troubleshooting hardware and software issues through hands-on and remote monitoring. Expertise in developing customized upgrade and migration plans to align with organizational thresholds. Detail-oriented with a focus on thorough research and IT project documentation.

Overview

1
1
Certification

Work History

System Support Specialist

MBI I.T. Services
Mississauga, Canada
  • System Support Specialist working remotely in the Command Center for a major bank supporting field technicians upgrading the bank’s branches and office tower systems across Canada and the USA
  • Specialized support for their custom in house software as well as 3rd party
  • Configuring bank machine branch equipment
  • Remote Evening Shift Work.

System Administrator

Apotex Inc
Toronto, Canada
  • Promoted from Customer Service to Desktop Support, to Telecommunications, Staging Lab, Data Center then moved to the USA to maintain all 4 U.S sites in Florida and Indianapolis as System Administrator for over 350 employees across the country
  • Administered Windows Servers (all versions up to 2019 and server services including AD, DNS, DHCP, File and Print, etc.), Virtualizations (VMware, Citrix, and Hyper-V and training in Azure), and Office products (Exchange, O365, etc.)
  • Managed all delegated tasks, including software implementations, problem investigation and resolution, and project design and implementations.
  • Collaborated with others to discuss possible problems, root cause, and workflow improvements.
  • Configured and maintained system hardware, software and network components.
  • Monitored system performance to ensure optimal operations and identified potential issues.
  • Installed, tested and evaluated new systems, applications and patches.
  • Created user accounts and managed access rights for users.
  • Troubleshot application errors and provided technical support to end-users.
  • Performed regular backups of critical data and documents.
  • Analyzed system logs to identify suspicious activities or anomalies.
  • Provided guidance on best practices related to system administration procedures.
  • Deployed operating systems upgrades and security patching in accordance with IT policies.
  • Resolved complex technical problems within established service level agreements.
  • Maintained inventory of hardware assets including servers, laptops, desktops.
  • Collaborated with other teams to develop solutions for various projects.
  • Coordinated with third-party vendors for resolution of incidents or provisioning services.
  • Oversaw storage management, data migration, backups and drive replacements.
  • Maintained cloud-hosted and on-site servers by applying appropriate patches and monitoring hardware health.
  • Diagnosed, troubleshot and resolved hardware and system problems.
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Maintained inventory of parts for emergency repairs.
  • Configured, monitored and maintained email applications or virus protection software.
  • Analyzed intricate server and domain issues and supported all local enterprise and business-critical applications and hardware
  • Improved job tasks and mentored junior and intermediate team members on best practices and standards, as well as new software and issue resolutions
  • Assisted Telecom with the setup, management and support of the Cisco network equipment, PBX, VoIP phone systems, and Wi-Fi infrastructure
  • Assisted online users via live chat, web, phone calls/conference calls and remote assistance to resolve issues related to all sites and sales rep hardware and software issues
  • Asset Management (All asset purchases as well as inventory, upgrades, decommissioning, and assignments)
  • Maintained printers, print servers and mobile devices.

Education

2 years of a BA in Business Management -

Ryerson Polytechnical Institute

MCSE+I -

TriOS College

CCNA -

Global Knowledge

Skills

  • Windows Server
  • Systems Administration
  • Microsoft Exchange Support
  • Microsoft Systems Center Configuration Manager
  • Remote Investigation/Problem Resolution
  • AD, DNS, DHCP, GPO and File & Print
  • Virtualization (VMware, Hyper-V, Azure, Citrix)
  • Office 365 Administration Support
  • Cisco Network Support
  • Hardware Investigation and Support
  • Business Application Support
  • Remote Customer Service/Support
  • Backup Administration
  • System Administration
  • Virtualization Technologies
  • Hardware Installation
  • Incident Management
  • Remote Support
  • Analytical Thinking
  • Written Communication
  • Excellent Communication
  • Multitasking
  • Problem-Solving

Certification

  • Microsoft Certified MCSE+I - 1999
  • Cisco Certified Network Administrator 4.0 - 2007
  • VMware 4.1 Administration Training – 2011
  • ITIL Training (Service Desk, Asset Management, Incident Management, Change Management, and Problem Management) 2007
  • Windows Server Administration up to Server 2019 - (Udemy)
  • Microsoft System Center Configuration Manager 2016/2019/Current Branch Administration with Hands-on Training - (LinkedIn)
  • Azure Administration with Hands-on Training (working on Certification) - (LinkedIn and Udemy)
  • VMware 6.5/6.7/7.0 Administration with Hands-on Training - (LinkedIn)
  • Office 365/Microsoft 365 Administration with Hands-on Training - (LinkedIn)
  • Veeam Office 365 Administration with Hands-on Training - (LinkedIn)
  • Avamar Backup Administration with Hands-on Training - (LinkedIn)
  • Exchange Online and On-Prem Administration with Hands-on Training - (LinkedIn)
  • SharePoint 2019 On-Prem and O365 Administration with Hands-on Training - (LinkedIn)
  • Teams Administration with Hands-on Training - (LinkedIn)
  • PowerShell Essentials with Hands-on Training - (Udemy)

Additional Information

Supported multiple versions of Windows Server, and a few Backup Systems, Virtual Systems, Ticketing Systems, Security Systems, Logging Systems, and Phone Systems. Performed all day-to-day duties for site maintenance and support using ITIL processes. Also involved in validation processes and working on validated lab data, hardware, and software.

Timeline

System Support Specialist

MBI I.T. Services

System Administrator

Apotex Inc
  • Microsoft Certified MCSE+I - 1999
  • Cisco Certified Network Administrator 4.0 - 2007
  • VMware 4.1 Administration Training – 2011
  • ITIL Training (Service Desk, Asset Management, Incident Management, Change Management, and Problem Management) 2007
  • Windows Server Administration up to Server 2019 - (Udemy)
  • Microsoft System Center Configuration Manager 2016/2019/Current Branch Administration with Hands-on Training - (LinkedIn)
  • Azure Administration with Hands-on Training (working on Certification) - (LinkedIn and Udemy)
  • VMware 6.5/6.7/7.0 Administration with Hands-on Training - (LinkedIn)
  • Office 365/Microsoft 365 Administration with Hands-on Training - (LinkedIn)
  • Veeam Office 365 Administration with Hands-on Training - (LinkedIn)
  • Avamar Backup Administration with Hands-on Training - (LinkedIn)
  • Exchange Online and On-Prem Administration with Hands-on Training - (LinkedIn)
  • SharePoint 2019 On-Prem and O365 Administration with Hands-on Training - (LinkedIn)
  • Teams Administration with Hands-on Training - (LinkedIn)
  • PowerShell Essentials with Hands-on Training - (Udemy)

2 years of a BA in Business Management -

Ryerson Polytechnical Institute

MCSE+I -

TriOS College

CCNA -

Global Knowledge
Victor Bettencourt