Victor Bettencourt
Mississauga,ON
Summary
After dedicating 12 years to my role as a System Administrator, I have decided to shift my focus to support duties. The demands of after-hours work and handling major incidents have become too taxing, and I now prefer a more manageable and relaxed workload.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work History
SYSTEM SUPPORT SPECIALIST - COMMAND CENTER
MBI I.T. Services
06.2021 - 08.2022
- Provided specialized support for custom in-house and third-party software, ensuring seamless operations and high customer satisfaction
- Configured and maintained bank machine branch equipment, enhancing system reliability and efficiency
- Supported field technicians remotely during evening shifts, contributing to the successful upgrade of 130 bank branches and office tower systems across North America
SYSTEMS ADMINISTRATOR
Apotex Corp / Aveva
01.2008 - 10.2019
- Moved to the USA to maintain all 4 U.S sites in Florida and Indianapolis as System Administrator for over 400+ employees across the country
- Administered Windows Servers (all versions up to 2016 and server services including AD, DNS, DHCP, File and Print, etc.), Virtualization services (VMware, Citrix, and Hyper-V and training in Azure), and Office products (Exchange, O365, SharePoint, Teams etc.)
- Managed all delegated tasks, including software implementations, problem investigation and resolution
- Collaborated with others to discuss possible problems, root cause, workflow improvements and projects
- Configured and maintained system hardware, software and network components
- Installed, tested and evaluated new systems, applications and patches
- Ensured IT on and off boarding procedures are followed and implemented on a timely basis
- Resolved complex technical problems within established service level agreements
- Coordinated with third-party vendors for resolution of incidents or provisioning services
- Maintained cloud-hosted and on-site servers by applying appropriate patches and monitoring hardware health
- Maintained inventory of parts and equipment for emergency repairs
- 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, mobile devices and meeting room equipment
- Created and maintained training/technical (KB) documentation and trained staff on all IT related items and issues
- Assisted Executives with technical issues giving them white glove treatment.
SENIOR IS CONSULTANT
Apotex Inc
11.2001 - 01.2008
- Promoted from Customer Service to Desktop Support, Telecommunications, Staging Lab, Data Center, then moved to the USA to support infrastructure
- Worked in Customer Support for 4 years, supporting 4000+ employees across Canada using ITIL processes, ensuring high customer satisfaction
- Demonstrated effective communication skills by resolving complex technical issues, minimizing downtime and enhancing user experience
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
Education
Some College (No Degree) - Business Management
Ryerson Polytechnical Institute
Toronto, ON 06.1991 - 09.1993
MCSE+I - Microsoft Certified Systems Engineer Plus Internet
TriOS College
Toronto, ON 07.1999 - 09.1999
CCNA - Cisco Certified Network Administrator
Global Knowledge
Mississauga, ON 06.2006 - 06.2006
Skills
- Systems Administration
- Hardware Investigation and Support
- Business Application Support
- Remote Customer Service/Support
- Virtualization Technologies
- Onboarding and Offboarding
- Incident Management
- Analytical Thinking
- Excellent Communication
- Multitasking
- Problem-Solving
- Microsoft Office Suite
- Hardware Troubleshooting
- ITIL Processes
- Configuration Management
- Server Services AD, DNS, DHCP, File & Print
Certification
Certifications
Microsoft Certified MCSE+I, 1999
Cisco Certified Network Administrator 4.0, 2006
.
Certificates (Most courses are completed using Hands-on Training and Labs)
Windows
Windows Server 2016 Administration
Windows Server 2019: Essential Training
Windows Server 2019: First Look
Windows 10: Troubleshooting for IT Support (2018)
PowerShell Essential Training
Hyper-V
Windows Server 2016: Configure Hyper-V
Windows Server 2019: Configure Hyper-V
VMware
VMware vSphere 6 Essential Training
VMware vSphere 6.5 Advanced Networking
VMware vSphere 6.5 Advanced Storage
VMware vSphere 6.5 Essential Training Part 1
VMware vSphere 6.5 Essential Training Part 2
VMware vSphere 6.5 Security
VMware vSphere 6.5 Troubleshooting, Backup, and Recovery
VMware vSphere 6.5 Updates and Upgrades
VMware vSphere 6.7 Foundations: Administer Availability
VMware vSphere 6.7 VCP Lab with VMware Workstation
VMware vSphere: Configure and Manage Networking
Microsoft
Advanced Mobile Endpoint Management with Intun
Configuration Manager: Maintain Inventory and Operating Systems
Manage Apps with Configuration Manager
Microsoft Azure: Active Directory
MS Office/365
Microsoft Cloud Fundamentals: Administering Office 365 and Intune
Microsoft Exchange Server Essential Training: Installation and Configuration
System Center Configuration Manager
Working on Azure Certification
Copilot for Microsoft 365: Boosting Productivity in Excel, Word, PowerPoint, Outlook, Teams and OneNote
Microsoft 365 Copilot The Art of Prompt Writing June 2024
Microsoft Cloud Fundamentals: Administering Office 365 and Intune
Microsoft Office 365: Administration (Office 365/Microsoft 365)
Microsoft Teams Quick Tips (2019)
SharePoint Online Admin Essential Training (2019)
Ultimate Microsoft Office Essentials Bundle (Word, Excel, Outlook 365, PowerPoint, Visio, Publisher, Copilot, Power BI and Windows 11)
Apple MacOS
Apple Certified Support Professional MacOS 11 Cert Prep
Working Across Mac, PC and Mobile Devices
Amazon
AWS Certified Cloud Practitioner (CLF-C01) Cert Prep
Prepare for the AWS Certified Cloud Practitioner (CLF-C01) Certification Exam
Ticketing Systems
Learning ServiceNow
Additional Information
Performed all day-to-day duties for site maintenance and support using ITIL processes. Supported multiple versions of Windows Server (up to 2022) and Windows Desktop (up to Windows 11 and MacOS (11and 15), a few Backup Systems (E-Vault, Avamar and Veeam), Virtual Systems (VMware, Citrix, Hyper-V and training in Azure), Ticketing Systems (Peregrine, Remedy, ServiceNow), Security Systems (including access and video), Logging Systems, and Phone Systems (PBX and VoIP). Worked with Exchange and SCCM. Involved in GxP processes and working on validated lab data, hardware, and software.
Languages
English
Native or Bilingual
Timeline
SYSTEM SUPPORT SPECIALIST - COMMAND CENTER
MBI I.T. Services
06.2021 - 08.2022
SYSTEMS ADMINISTRATOR
Apotex Corp / Aveva
01.2008 - 10.2019
CCNA - Cisco Certified Network Administrator
Global Knowledge
06.2006 - 06.2006
SENIOR IS CONSULTANT
Apotex Inc
11.2001 - 01.2008
MCSE+I - Microsoft Certified Systems Engineer Plus Internet
TriOS College
07.1999 - 09.1999
Some College (No Degree) - Business Management
Ryerson Polytechnical Institute
06.1991 - 09.1993
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