Stephanie Mott 184 Vodden St. W. Brampton, on L6X 2V3

STEPHANIE MOTT 184 Vodden St. W. Brampton, ON L6X 2V3 416-830-0831 [email protected]

Help Desk / Desk Side Support

Over 10 years of experience in technical support. Solid experience in troubleshooting problems in person, by telephone, email and with remote tools i.e. Citrix, NetMeeting, SMS Remote, Terminal Services, Remote Assistance, UltraVNC, LogMeIn and PC Anywhere. Excellent communication and interpersonal skills.

CERTIFICATIONS AND EDUCATION

Microsoft Systems Certifications : MCP, MCSA, MCSE (W2K), MCDST (XP), MCITP (Enterprise Desktop Support Technician), MCTS (Vista). Microsoft Office Specialist: MOS (2003) CompTIA Certification : A+ Service Technician, Linux +.

Ryerson University Networking Technologies Using Windows 2000 Advanced Training - 2003

CAREER HISTORY

Peel District School Board 2007 to Present Help Desk Support Technician  Support issues with computers running Windows 7, Win XP, OSX, iOS, Android, Linux Ubuntu, Windows and Novell SUSE Linux servers, Active Directory and Novell eDirectory networks, all public and high school software packages, Deep Freeze, Rogue Process Management and MS Office 2007 & 2003. Use HEAT software to create and edit client issues tickets.  Use telnet and ssh to access Linux servers and enable ports brought down by storm control.  Support Second Level with testing of images and programs under various student/staff configurations. Liaise between Field Reps and Second Level support.  Create and edit eDirectory user profiles, groups, printers, driver store, applications.  Troubleshoot file share and application rights issues.  Test Hardware and recommend purchases.

IBM Canada / Kelly Services 2004 to 2007 Customer Service Analyst - End User Services Exelon Corporation Account  Support issues from clients using Windows 2000 / XP computers, Windows / Unix servers, Active Directory and Novell networks, MS Office, client specific Mainframe applications, remote takeover of desktops using Microsoft SMS. Takeover IBM computers and Exelon servers via Citrix and VNC. Ensure correct standards for Sarbanes/Oxley requests (ID, Fileshare, Administrative rights, etc.) are being met.  Trainer – Train new hires and facilitate training of all account analysts on new or updated protocols. Create and update training documents, Update Knowledgebase.  Aux Monitor – Establish and maintain queues for breaks and lunch times. CAREER HISTORY IBM Canada / Kelly Services  Customer Satisfaction – Investigate dissatisfied surveys, contact clients and listen to recording of calls, identify breakdown of communication or protocol. Correct errors and retrain specific analysts, refresh all analysts if needed or begin process of changing protocol.  Backup Control Desk and Email Focal – Engage second level support of escalated issues including outages, issues from executives or large accounts. Ensure emails are distributed and answered within times allotted by the Service Level Agreements.

Microsoft Canada / Volt Personnel 2004 Performance Support Engineer (contract)  Telephone support for clients ranging from individuals to multinational corporations.  Backup telephone support issues for Microsoft Bangalore, India.  Support issues from clients using Microsoft Windows XP / 2003 and all prior versions with a focus on the operating system and internet explorer.  Completed Microsoft’s in-house training. Used Pro-SOAP ticketing software, Microsoft’s internal and user knowledgebases, MPS Reports (Microsoft’s Product Support’s Reporting tool).

RELEVANT EXPERIENCE

Network Administration  Maintain, troubleshoot and administer the use of local area networks (LANs), wide area networks (WANs), computer workstations and peripheral equipment.  Call centre and deskside technical support. Call centre knowledgebase editor, account trainer, email focal, control desk backup (escalations, outages, executive alerts). Create, configure and troubleshoot Novell eDirectory Users, Groups, Memberships, Applications, etc. Technical Support  Install, configure, troubleshoot and instruct end users in the use of software.  Troubleshoot computer hardware including PCs, routers, UPS, printers, etc. Documentation  Collect, organize and maintain knowledgebase documents, problem and solutions logs for use by other technical support analysts and end users. Employee Training  Trained new hires.  Create and update training protocols, procedure manuals, presentations, documents and logs.

TECHNICAL SUMMARY

Operating Systems Windows 7 / Vista / 2003 / XP / 2000, iOS, OSX, Android, SUSE Linux, Ubuntu Application Suites MS Office 2010 / 07 / 03 (Word, Access, Excel, Outlook, PowerPoint), Open Office Networking Windows Active Directory, Novell eDirectory Software Firewall, Spyware, Popup Blockers, Anti-Virus, Adobe Photoshop, Corel Photo-Paint, MS Photo Editor, Outlook, Internet Explorer, Google Crome, Mozilla Firefox, Adobe Acrobat, FTP. Tools Tivoli TSD, Soap, Heat, MS & IBM Knowledge Bases.