Paul Jean Jeanne D arc blvd Ottawa Ontario Profile Summary by thebestone

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									Paul Jean
7806 Jeanne D’arc blvd.
Ottawa, Ontario
K1C 2E9
613-482-9760


Profile Summary
Paul has extensive experience in the IT industry providing excellent customer relations skills along with his technical
knowledge. He has proven to be a hard worker and dedicates himself to resolve issues on a timely matter. He is a
team player and can motivate others in their work environment.
Paul’s areas of expertise are:
•   Customer service excellence
•   Computer troubleshooting/maintenance/repair

Security Clearance
• Secret Level 2

Languages
• English (written, comprehension, spoken)
•   French (written, comprehension, spoken)

Education
• La Cité Collégiale, Computer Systems Technician, 2004/08
•   Garneau Secondary School, OSSD (Ontario secondary school diploma), 1999/06




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Experience Summary

Ref #1   PWGSC       Mainframe Service Desk   Oct 2004-Nov 2005   # 14 months
Ref #2   CGI         CAFC Service Desk        Nov 2005-Jul 2007   # 21 months
Ref #3   CGI         Secure Channel NOC       Jul 2007-Present    # 5 months




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Achievements


From November 21 to Present, employed with CGI Information Systems and Management Consultants Inc.
Ref 3
•            CLIENT: CGI
Project:     Secure Channel Network Operations Center
Role:        Network Operations Support Specialist
Duration:    July 2007 – Present


PROJECT DESCRIPTION

Monitoring network activity on a day to day basis to ensure that all SLA’s are being met.

ROLE DESCRIPTION

My role at the NOC is to ensure that all daily tasks are complete and make sure that all issues are escalated to the
appropriate support group. The SLA is very important and the NOC is responsible to update managers on the
progress of the issue including all pertinent information.


The following summarizes key tasks performed:
    •   Serve as the initial point of contact for all support groups
    •   Coordinate issues with the appropriate support group and involve managers
    •   Manage documentation to make sure all process are up to date
    •   Manage backups using Legato
    •


TECHNICAL ENVIRONMENT

MS Windows XP; MS Office 2003; TCP/IP; Adobe Acrobat reader; Internet Explorer 6.0; CISCO VPN Client;
Checkpoint VPN; Remote Desktop; SSH; UNIX AIX and Solaris;


Achievements


From November 21 to Present, employed with CGI Information Systems and Management Consultants Inc.
Ref 2
•            CLIENT: CGI
Project:     CAFC
Role:        Service Desk/Technical support specialist
Duration:    November 2005 – Present




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PROJECT DESCRIPTION

The CAFC Service Desk is the front line to federal government employees. The Service Desk is staffed with skilled,
bilingual agents who provide superior service to the client.


ROLE DESCRIPTION

Paul was a Service Desk agent who provided technical support to CAFC users that needed assistance with their
computers. Paul assured that all firearms applications are working, network performance is optimal and assisted users
with any applications that the require help with.


The following summarizes key tasks performed:
    •   Serve as the initial point of contact to troubleshoot and resolve computer related issues
    •   Create documentation, checklists, processes and troubleshooting guides
    •   Reset passwords and modify accounts within Microsoft Active Directory
    •   Work in conjunction with the Team Leader to manage CAFC Service Desk
    •   Delegate tasks within the Service Desk
    •   Update all Service Desk agents regarding vital issues, fixes, documentation changes, announcements, etc.
    •   Prepare analysis and present information at daily meeting utilizing incident report.
    •   Locate recurring problems and work in conjunction with support groups to provide a solution


TECHNICAL ENVIRONMENT

MS Windows XP; MS Office 2003; TCP/IP; Adobe Acrobat reader; Internet Explorer 6.0; CISCO VPN Client;
Remote Desktop; Remote Assistance; CFIS; CPIC; EFORMS; FERLS
Ref N-1
•            CLIENT: PUBLIC WORKS AND GOVERNMENT SERVICES CANADA
Project:     National Service desk
Role:        Service Desk/Technical Support/Mainframe
Duration:    October 2004 – November 2005 (14 months)
PROJECT DESCRIPTION

The Service desk was the first point of contact for many government employees who supports over 1500 applications.
The application Knowlix was used to provide agents with process and documentation on most these 1500
applications.
ROLE DESCRIPTION

Paul was a Service Desk agent who provided technical support to government users across Canada that needed
assistance with their computers. The system used was an IBM 3270 emulator and tickets were also created through
this system.


The following summarizes key tasks performed:


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   •   Resolved government and private sector related problems
   •   Reset passwords for Mainframe, FTP, Outlook and Novell
   •   Documented issues with precision and assigned to appropriate support groups
   •   Implemented new procedures
   •   Monitored routers and escalated issues to network operation support
   •   Tested gateways and servers
   •   Notified managers of high priority tickets using the alphanumeric pager

MS Windows 2000; MS Office 2003; TCP/IP; Internet Explorer; Netscape; Aviva (Mainframe); Lotus Suite;
Mainframe printers


Certifications
• ITIL




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Courses
Windows 2000 Professional
Windows 2000 Server
Electronic Concepts

Active Directory
TCP/IP
Linux
Java
Microsoft Office 2000
Microsoft Access
Computer Peripherals
HTML/JavaScript
Dos
Network Communication
ITIL

Professional Memberships
• Professional Engineers of Ontario




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Technical Experience Summary
Operating Systems:      Windows 3.1+
                        MS-DOS
                        MAC OSX
                        Linux
                        Unix (Solaris and AIX)
Languages:              Turbo Pascal
                        Access 2000
                        Javascript
                        PHP
                        CSS
                        Java 1.3.1
                        Visual Basic 6
                        Aviva Mainframe (IBM 3270)
Hardware:               ATX
                        APPLE MacIntosh
                        IBM 3270
Databases:              Microsoft Access
Applications:           Microsoft Word
                        Microsoft Excel
                        Microsoft Access
                        Microsoft Power point
                        Microsoft Outlook
                        Microsoft Outlook Express
                        Mozilla Thunderbird
                        MS Project
                        WordPerfect 6.0
                        CorelDraw
                        ISPF
                        CFIS
                        CPIC




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