Summary
Work History
Education
Skills
Websites
Languages
Timeline
BusinessDevelopmentManager
WINSTON A. BACCHUS

WINSTON A. BACCHUS

Edmonton,AB

Summary

An Information Technology (IT) Professional with extensive break fix with Software/Hardware, networking experience.

Vast experience in Enterprise Projects large scale migration projects involving migration of data and configurations involving new hardware with Windows 7/8.1/10/11.

Work History

PC Support Analyst

Humber River Hospital
05.2022 - Current
  • Troubleshooting both hardware and software issues reported along with connectivity issues
  • Imaging both laptops and desktops, joining them to the domain
  • Installing the appropriate software along with the anti-virus and specific medical software
  • Troubleshooting both hardware and software issues along with connectivity issues relating to Individual Bed Terminals (IBT systems)
  • Creating users in Active Directory and assigning the appropriate permissions and access
  • Using SCCM for imaging and deploying software.

Software Support Specialist

Alayacare
11.2020 - 04.2022
  • Troubleshoot issues with the SAAS cloud software, which is vast encompassing scheduling, claims, Timekeeping, Payroll and visit verification
  • Interacted with the clients via ZOOM or telephone to clarify the issue(s) they are experiencing
  • Conducted research to simulate the issue(s) the client(s) were experiencing and interact with subject matter experts to find solutions
  • Used Zendesk and Jira ticket system to keep track of my work and to escalate issue with bugs to the development team.

COVID-19 VACCINE CLINICS

Municipality of Durham Region
03.2019 - 02.2022
  • Set up the equipment for the vaccine clinics IPADS’, Receipt printers and the network printers along with all the wireless routers
  • Perform daily break fix and software issues for Vertiflow and Covax
  • Administer new user on Vertiflow and set them up on their IPADs’
  • Assist users setting up the Authenticator software on their mobile devices.

Information Technology Project Coordinator

RBC
06.2019 - 12.2019
  • Planning and scheduling Windows 7 to Windows 10 migration by meeting with the business and listening to their requirements and timelines and any special accommodations
  • Using Power query-to-query client by departments along with locating assets on various spreadsheets
  • Scheduling meeting with the different lines of businesses to coordinate and schedule their Windows 10 migration/refreshes
  • Using Hegira, which is linked to SCCM and the asset management database to schedule the Windows 10 migration and refreshes
  • Perform asset management duties.

Solutions Specialist

Datavail
01.2019 - 06.2019
  • Project migrate twelve hundred physical devices and virtual from Windows 7 to Windows 10 using SCCM 2012
  • Also assisting with the migration from MS- Office 2016 to MS Office 365
  • Held meetings with the client to ascertain specifics with hardware and software requirements to decipher both legacy hardware and software for Windows 10
  • Assisted with UAT for Windows 10 to ensure requirements
  • Ticketing system used, was Service Now.

Senior Desktop Support Engineer L2/L3

CIBC
04.2018 - 01.2019
  • Migration of the Digital contact centers from Windows 7 to one Windows 10 unified image for forty-two Digital contact centers with MS- Office 365 integration
  • Set-up Windows 10 customize image for the first contact to be unified and creating a production lab test environment for both the Quality test analysis and the business for testing
  • Coordinated design work for CI and asset discovery along with other data import methods
  • Involved in the daily troubleshooting of incidents that arises from software pushes and patches into the production environment of the digital contact centers
  • Involved in sending application for packaging
  • Creation of technical documentation
  • Involved in evaluating new hardware and software for the forty-two lines of business
  • Ticketing system Service Now.

Eli Lilly - End user Support L2/L3 Lead

HP (DXC Technology)
02.2013 - 02.2018
  • Imaging Windows XP/7/10 Laptops and desktops using Altiris and SCCM
  • Configuring applications such as Seibel and SAP
  • Hardware and software break-fix of Laptops, Desktops, IPADS and IPHONES
  • Configuring laptops, IPHONES and IPADS’ to the corporate wireless access points
  • Setting up Mobile iron on Both IPADS’ and IPHONES and managing them using Mobile Iron remote management tools
  • Troubleshooting network connectivity issues along with VOIP Telephone issues
  • Encrypting laptops using McAfee drive encryption and Bit locker
  • Coach and train new hires
  • Support 600 users: 240 in two separate offices and approximately 360 offsite
  • Planned and managed a project of approximated 500 laptops with HP Laptops with Windows to Lenovo laptops with Windows 10
  • Involved in a project of migrating all users to MS- Office 365
  • Share point was a major resource for storing my knowledge base articles
  • Led two junior colleagues with technical and customer service coaching and training
  • Ticketing system Service Now.

L2/L3 Support Technician/ Deployment Lead

Metrolinx
04.2012 - 11.2012
  • Coach and train existing contractors on deployment of hardware using SCCM
  • Replaced 1500 combined laptops and desktops with Windows 7 Enterprise 64 bit in approximately 15 different sites
  • Schedule time to capture user’s data on their existing machines
  • Build HP hardware with Windows 7 enterprise base image
  • Capture data using SCCM and restore data onto new or cascaded hardware with the pertinent applications
  • Ensure all contractors are providing quality work by performing spot checks with the users
  • Led a team of three on this deployment project
  • Ticketing system Service Now.

Command Centre & L2/L3 Support Team Lead

IBM / LOBLAW
06.2011 - 04.2012
  • Contribute to a national Loblaw project in preparation for the implementation of SAP and the maintenance and updates of the ERP system; work on all POS and related devices in stores, including scales, printers, RF guns and wireless equipment
  • Change and configure all TCP/IP addresses and synchronize equipment to function on the national network; troubleshoot and resolve issues
  • Travel extensively to various Loblaw stores and work extended hours to complete project with minimal disruption to retail operations
  • Led a team of seven on this project
  • Ticketing system Remedy.

System Engineer L2 Support Technician

MICROAGE
11.2008 - 05.2011
  • Manage and support various projects for clients throughout corporate Canada to provide technical solutions across various platforms in support of business goals and objectives
  • GTAA - Planning and Deployment of Hardware
  • Liaised with Business units and coordinated deployments of hardware and software configuration and upgrades to Windows 7 server to provide the best performance
  • Manulife Financial - Hardware Refresh Technician
  • Imaged and deployed desktop/laptops with Windows XP SP3; installed and configured all applications and restored all the users’ data
  • Campbell Soup Company – Desktop Support Technician
  • Backfilled for on-site technicians who were on vacation; managed break-fix, and deployments of desktop/laptops and printers; transferred critical data to new systems and ensure peripherals were installed and properly functional
  • Scotia Capital/Scotia McLeod Project – Deployment Technician
  • Travelled throughout Ontario to deploy networked multi-function printers at the client’s locations, performed troubleshooting, and provided training to users
  • TD Canada Trust - Inventory Technician
  • CSOI (Central Server Operating Inventory)
  • Performed physical inventory of the current servers on a monthly basis against a CIRBA database that was very accurate; tagged new servers and entered their information into the CSOI database
  • Bank of Nova Scotia Branch – Desktop Support Technician
  • Lexmark Project to lead the Deployment Team consisting of six technicians in Command Centre for several Scotia sites and executive offices
  • Handled calls regarding printer deployments issues from western Canada; managed escalating issues from the previous night of implementation in eastern/central Canada
  • Assisted technicians on-site with both logistical and technical support
  • Ensured documented policy, process and procedures were followed in an effective and efficient manner in accordance with established guidelines, standards, and best practices
  • Prepared daily report of issues pertaining to deployments.

Desktop Support Analyst

IBM/TES
02.2008 - 09.2008
  • Loblaw’s, Future Shop, McDonald’s, & the Bay- Refresh Technician (Point-of-Sale)
  • Installed point-of-sale (POS) registers and troubleshooting existing ones for the retail chains
  • ScotiaBank
  • Installed new computers with POS software for Bank of Nova Scotia; troubleshoot and resolved issues with connectivity to MPC
  • Rexall
  • Contributed to a pilot project with Pro Pham; supported pharmacies to remove existing Linux VAN PC and install Cisco 1800 router
  • Replaced old Bay network switches with Cisco switches; replaced and re-organized the cabling to accommodate the MPLES and power supply
  • Traveling to client sites and representing IBM in maintaining and/or replacing existing systems
  • Best Buy
  • Enhanced store IT security to ensure the safety and integrity of all credit card transactions.

Project Coordinator

SAINT ELIZABETH HEALTH CARE
06.2008 - 07.2008
  • Managed and coordinated a project to configure and deploy 87 Motion Computing C5 Tablets with Windows XP SP2 and MS-Office 2003
  • Configured the EVDO modem to auto-connect and the net motion client
  • Connect at logon
  • Prepared and delivered classroom training to nurses on the tablet hardware and software
  • Completed the project in a timely manner, which involved afterhours work, and ensuring a high degree of quality through thorough testing of each unit as it was configured.

Senior Desktop Support Analyst

CITI
11.2007 - 12.2007
  • Successfully managed the project to migrate users from Windows 2000 to Windows XP
  • Migrated users from Lotus notes to Outlook and upgraded hardware from Dell to HP
  • Deployed and managed applications to workstations and notebooks via active directory
  • Performed moves; added/changed applications and hardware to accommodate company needs
  • Imaged workstations and notebooks using Power Quest and Altiris
  • Liaised with users and service desk co-coordinators to determine the user’ requirements
  • Performed daily troubleshooting of desktop and notebooks for hardware and software issues.

Desktop Support/Infrastructure Specialist

NOVO NORDISK
06.2007 - 11.2007
  • Added and modified user’s and directory permissions in active directory
  • Resolved daily desktop/notebook hardware and software issues and performed daily and weekly back-up of servers using Symantec Back-up exec
  • Worked on various projects, performed application, and hardware testing
  • Interacted with team members to proactively fix and control issues relating to upgrades
  • Used SMS to deploy various software to Windows XP notebooks and desktops
  • Administered the telecom system, resetting password and adding new users
  • Performed remote support using Go-To-Assist, deployed and supported Blackberries
  • Deployed new notebooks and desktops with user specific software.

LAN Administrator/Desktop Support Analyst

Bank of Montreal
03.2004 - 05.2005
  • Heavily involved in a project transferring 13,000 workstations to a managed desktop environment with active directory for Windows 2000
  • Took inventory of all the networked printers with the purpose of moving them over from IPX/SPX (Novell) to TCP/IP printing; performed daily break/fix of workstation involving software/hardware related issues along with network connectivity issues
  • Rolled out office connect workstations/laptops with Windows XP and Office 2003 on Active Directory and managed user accounts on active directory 2000
  • Trained new contractors and the mentored the full-time staff
  • Installed Siebel Client 6.07.2, configured, and connected to Oracle 8i database
  • Installed Office 2003, Adobe 7.0, Project 2002&2003, Visio 2002&, Shiva VPN clients
  • Imaged and deployed new desktops and laptops with Windows 2000 and Office 2000 and Windows XP with Office 2003.

Desktop Support Analyst

IBM GLOBAL SERVICES/AMERICAN EXPRESS
11.2002 - 03.2004
  • Involved in a few projects to rollout MS-Project 2002; completed leadership training and acted as the lead for new contractors within the environment
  • Deployed and configured new software and hardware to corporate specifications configured Lotus Notes, Palm Pilots, laptops and re-imaging existing desktops and laptops
  • Performed daily break/fix of various applications pertaining to the financial services, credit services, Enterprise services and US & Canadian service centers, as well as peripherals such as network and local printers, scanners, and other devices
  • Troubleshoot Sybase, Oracle and .NET applications that were developed in-house
  • Interacted with developers in troubleshooting various applications to completion.

Education

A+ Professional Certification - Computer Hardware

Lenovo , Dell, HP , Apple & Samsung

PC Support Specialist (LAN Professional) Diploma -

Prime-Tech Institute

Electronic Engineering Technician - Avionics (Aircraft Electronics) -

Seneca College

Additional Training -

Skills

  • Microsoft Office 2013/2016/365
  • MS-Project
  • MS-Visio
  • Adobe Full Suites
  • Oracle
  • Sybase
  • CRM
  • ERP
  • Siebel
  • SAP
  • HP
  • Dell
  • Lenovo
  • IBM
  • Toshiba Laptops
  • Desktops
  • Cisco 1800 & 2500
  • Lexmark
  • Networked Multi-Function Printers
  • IBM POS
  • Dell POS
  • Blackberry
  • IPADS’
  • IPHONES
  • Android Smart Phones
  • Tablets
  • Microsoft Active Directory
  • MS Exchange Server
  • Terminal Server
  • VMware
  • Windows 2003/2008 Server
  • Citrix Server administration
  • Unix OS
  • Firewall
  • BES Server
  • SCCM
  • Mobile Iron Server
  • VOIP Telecom systems
  • SQL 2016
  • Procura 90
  • Hardware Diagnostics
  • System Configuration
  • Asset Management
  • Incident Management
  • Application Support
  • Software Installation
  • Mobile Device Support
  • Active Directory Administration
  • Operating Systems Expertise
  • Email Client Configuration
  • Printer Support
  • IT Security Practices
  • Device Driver Management
  • Network Connectivity
  • Cloud Computing
  • DNS Management
  • VPN Configuration
  • VoIP Support
  • Data Backup and Recovery
  • Remote Desktop Support
  • Mac OS Support
  • Help Desk Management
  • Technical Troubleshooting
  • Windows Registry Editing
  • Mobile Devices
  • Systems Management
  • Software Upgrades
  • Hardware Upgrades
  • Performance Management
  • End-User Support
  • Technical Support Expertise
  • Troubleshooting Skills
  • System Administration
  • Vendor Coordination
  • Applications Knowledge
  • Documentation Skills
  • Desktops Expertise
  • Hardware Installations
  • User Training
  • System Optimization
  • Technical Documentation
  • Desktop Support
  • Project Coordination
  • Account Administration
  • Hardware Configuration
  • Component Replacement
  • LAN/WAN
  • Data Recovery
  • System Maintenance
  • Customer Service
  • User Support
  • Mobile Device Repair
  • Device Installation
  • Computer Diagnostics
  • Laptop Servicing
  • Customer Needs Assessment
  • Adobe Creative Cloud
  • Staff Education and Training
  • Problem-Solving
  • Analytical and Methodical
  • Microsoft Windows and Office
  • Interpersonal Skills
  • Attention to Detail
  • Hardware and Software Repair
  • Troubleshooting Network Issues
  • Issue and Resolution Tracking
  • Equipment Inspection
  • Equipment Repair
  • Microsoft ASPNET
  • MySQL

Websites

Languages

English
Professional Working

Timeline

PC Support Analyst

Humber River Hospital
05.2022 - Current

Software Support Specialist

Alayacare
11.2020 - 04.2022

Information Technology Project Coordinator

RBC
06.2019 - 12.2019

COVID-19 VACCINE CLINICS

Municipality of Durham Region
03.2019 - 02.2022

Solutions Specialist

Datavail
01.2019 - 06.2019

Senior Desktop Support Engineer L2/L3

CIBC
04.2018 - 01.2019

Eli Lilly - End user Support L2/L3 Lead

HP (DXC Technology)
02.2013 - 02.2018

L2/L3 Support Technician/ Deployment Lead

Metrolinx
04.2012 - 11.2012

Command Centre & L2/L3 Support Team Lead

IBM / LOBLAW
06.2011 - 04.2012

System Engineer L2 Support Technician

MICROAGE
11.2008 - 05.2011

Project Coordinator

SAINT ELIZABETH HEALTH CARE
06.2008 - 07.2008

Desktop Support Analyst

IBM/TES
02.2008 - 09.2008

Senior Desktop Support Analyst

CITI
11.2007 - 12.2007

Desktop Support/Infrastructure Specialist

NOVO NORDISK
06.2007 - 11.2007

LAN Administrator/Desktop Support Analyst

Bank of Montreal
03.2004 - 05.2005

Desktop Support Analyst

IBM GLOBAL SERVICES/AMERICAN EXPRESS
11.2002 - 03.2004

A+ Professional Certification - Computer Hardware

Lenovo , Dell, HP , Apple & Samsung

PC Support Specialist (LAN Professional) Diploma -

Prime-Tech Institute

Electronic Engineering Technician - Avionics (Aircraft Electronics) -

Seneca College

Additional Training -

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WINSTON A. BACCHUS