Keith's Portfolio

Objective: Work in a web based career focused on web development and design, while continuing to learn new web technologies and skills. Although my recent experience is in IT Support, Web Development is my true passion.

HIGHLIGHTS OF QUALIFICATIONS

Web/Multimedia Skills

Developed web sites using HTML, CSS, JavaScript, Dreamweaver and FrontPage
Adept in using Adobe Photoshop to design, develop and modify graphics
Setup and used IIS server with PHP and mySQL to manage web content
Designed and developed interactive CD-ROMs using Macromedia Director
Created databases in Microsoft Access linked to Data Access Pages with some SQL
Experience with Macromedia Flash and basic knowledge creating action scripts
Some experience using Microsoft Project to plan project lifecycles

Helpdesk/Desktop Support Skills

Advanced knowledge in Microsoft Office 2000 Suite
Experience troubleshooting IP Addressing, TCP/IP protocols in LAN networks
Hands-on experience using Unix/Linux managing users, files, and creating Perl scripts
Some experience creating Visual Basic applications
Foundation level understanding of ITIL within the business environment

Transferable Skills

Strong analytical problem-solving skills with attention to detail
Experienced team player with solid active listening skills
Self-motivated, reliable, resourceful and able to work independently
Excellent interpersonal relationship and verbal communication skills
Energetic and creative with a strong work ethic
Well developed writing, organizational, and time management skills
Experience multi-tasking and managing multiple priorities
Able to learn new skills quickly

EDUCATION

Information Technology Support Services, Cooperative Education Program Graduate (Honors) | 2002 – 2004
Sheridan College Institute of Technology and Advanced Learning, Brampton ON | Sheridan Website

Learned a broad base of hardware, software and networking knowledge and skills. Emphasis was placed on communication, customer service, and problem solving.

Multimedia Courseware Development Graduate (Honors) | 1998 – 2000
College of the North Atlantic, Stephenville NL | College of the North Atlantic Website

Design and production of interactive multimedia based courseware for delivery via the web and CD. Learning involved instructional design, authoring systems, graphics art and design, computer animation, digital audio and video techniques, information access and design and entrepreneurial studies

WORK EXPERIENCE

Helpdesk Analyst | CONTRACT | Oct. 2005 – Dec. 2005
Bank of Montreal, Toronto, ON

First line technical support for bank employees all across Canada supporting hardware service calls, softwareinstallation/configuration and network connectivity issues
Tracked incidents through viaTIL software utilizing ITIL process management
Remotely accessed workstations with IBM Tivoli to aid in troubleshooting and recording incidents
Installed, configured and troubleshot Intel Shiva VPN client connectivity into the corporate network
Monitored Automatic Banking Machines and dispatched service technicians to fix broken ABMs
Installed and monitored security updates and other software packages using ON Command CCM

Technical Support Analyst | CONTRACT | Jun. 2005 – Sep. 2005
SAP Triversity, Toronto, ON | SAP Triversity Website

First level contact for all retail software, hardware, and networking related issues running on DOS, Unix, Windows 95/98/NT/2000/XP
Worked in a fast passed environment with a strong focus on customer satisfaction
Handled an average of 30-40 calls per day from Gas and Retail stores worldwide
Troubleshot retail store software issues via telnet and remote software tools
Diagnosed defective hardware and dispatched for technicians or replacement parts (Hard Drives/Keyboards/Printers/Monitors)
Resolved register network connectivity issues through server and terminal settings
Troubleshot debit/credit/gift card processing issues through Windows services
Setup and configured receipt printers, cash drawers, check validators through OPOS device drivers

PC Support/Helpdesk Support Technologist | CONTRACT | Aug. 2004 – Dec. 2004
Broadridge Financial Solutions, Inc., Mississauga ON | Canadian Investor Communication Solutions Website

NOTE: Company name was ADP Investor Communications when I worked there, but was bought out by Broadridge Financial Solutions, Inc.
Assisted in troubleshooting and reconstructing the DHCP configuration for IP addresses
Successfully interacted with all levels of the organization providing first line support for 150 end users on behalf of the Information Technology department
Setup and deployed mission critical PCs and laptops
Primary contact for virus and spyware detection and removal
Install and support software such as Microsoft Office/Project/Visio
Created web interface for Human Resources to aid in the processing of new hires
Install, configure and troubleshoot Intel VPN software as it connects to the ADP enterprise network
Managing domain user accounts on the Windows NT server

Helpdesk Support Technologist | CO-OP STUDENT | Feb. 2004 – Apr. 2004
Broadridge Financial Solutions, Inc., Mississauga ON | Canadian Investor Communication Solutions Website

NOTE: Company name was ADP Investor Communications when I worked there, but was bought out by Broadridge Financial Solutions, Inc.
Helped institute and run internal helpdesk for a $100 million dollar Canadian division of Automatic Data Processing (NYSE:ADP)
Accurately logged and assigned over 300 tickets a month
Promptly logged tickets received through paper, voice mail, email, and phone conversations notifying internal clients with any details and the assigned technician
Made recommendations and many improvements to the helpdesk application
Wrote procedures and trained a new helpdesk associate
Monitored Network, Servers and Databases for proactive reporting
Run helpdesk reports for I.T. management when needed

Web Technician | CO-OP STUDENT | Jun. 2003 – Feb. 2004
The City of Brampton, Brampton ON | City of Brampton Website

Designed and developed two web sites for the city’s corporate intranet and updated existing content using HTML, CSS, Dreamweaver MX and Adobe Photoshop 7
Edited and uploaded PDF documents to their IIS web server
Played an active role in planning the design and development of the City of Brampton's downtown web site
Stayed in constant communicated with the City of Brampton Economic Development Office documenting any new information for the downtown site
Scanned an important government document for errors previously not discovered and then created a report listing those errors
Continued to work as a part-time contract

Recruiting Officer | PART-TIME | Feb. 2003 - Mar. 2003
Sheridan College – Student Association, Brampton ON | Sheridan Website

Provided support to the Chief Recruiting Officer for the 2003 Student Elections
Provided information to potential candidates at the Nomination Booth
Answered questions student body had pertaining to Student Association positions
Maintained confidentiality towards all potential candidates

Office Assistant | SUMMER | Jul. 2002 – Aug. 2002
College of the North Atlantic, Stephenville NL | College of the North Atlantic Website

Maintained college database
Organized employee financial records to help maintain efficiency
Demonstrated self-motivation skills by initiating & completing various tasks

Software Designer/Developer | SUMMER | Jul. 2001 – Aug. 2001
College of the North Atlantic, Stephenville NL | College of the North Atlantic Website

Demonstrated strong interpersonal skills working as an effective team member to help promote the film industry of a town
Designed/developed interactive CD-ROM using Macromedia Director 8
Created graphics using Photoshop 5.5 to visually enhance CD-ROM
Scanned and edited photo slides for CD-ROM

Multimedia/Internet Designer | FULL-TIME | Jul. 2000 – Jan. 2001
Avalon Music Ltd., St. John's NL

Played a key role as a team member in a small business
Designed and developed interactive CD-ROM/web sites/CD covers
Scanned photos/images/articles
Created and reproduced graphics using Photoshop 5
Produced and modified sound files using Sound Forge 4.5
Created CDs using Easy CD Creator 4 and packaged CDs

Web Site Developer | FULL-TIME | Jul. 1998 - Aug. 1998
College of the North Atlantic, Stephenville NL | College of the North Atlantic Website

Independently organized and set up web site using HTML
Effectively acted and enjoyed working as a team member
Used effective time management and interpersonal skills to complete tasks