Steve Comeau

STEVE COMEAU, AIT, A+ 112 Murphy Avenue Moncton, NB -- PROFESSIONAL PROFILE I am a seasoned IT Support and Installation Specialist with over 15 years industry experience. I specialize in offering clients and end-users intelligent, patient, and solutions oriented technical support for hardware, software, and network issues. I am effective, energetic, and innovative team member who presents strong interpersonal and organizational skills. PROFESSIONAL EXPERIENCE Field Technician People To Go   Perform break/fix maintenance for office, retail, and home users for a variety of hardware issues. Resolving technical issues for residential and small business owners. Including diagnostic and repair, security, maintenance, data protection, and software/hardware upgrades and installations. Help Desk Technician First Canadian Title           September 2014-February 2015 (Contract) Providing support to users for Windows 7 deployment for RBC and Scarborough Hospital Ensuring that deployment is successful and all users have access to their original programs, files and printers Service Desk Analyst Shoppers Drug Mart  July 2015 – January 2016 (Contract) Provided 1st level technical Help Desk support on hardware, software, and basic networking related issues. This includes different operating systems like Windows XP or Windows 7 and Office 2003/07/10. Issued logging and ticket creation Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware using ticketing system (HP Service Manager) Responded to queries either in person or over the phone. Responded to email/phone messages for customers seeking help. Installed, modified, and repaired computer hardware and software. Resolved technical problems related to MS office issues. Installed computer peripherals for users. Followed up with customers to ensure issue has been resolved. Deployment Technician Naicon Group  February 2016-Present (Part-time contract) October 2013 – May 2014 (Contract) Provided personable technical and operational support to all Shoppers Drug Mart stores and     corporate employees via phone communication and remotely Supported point-of-sale hardware, peripherals, and software Sustained pharmacy, inventory management, and accounting systems Worked with level two support for incident resolution and educational purposes Recorded and managed all calls through Remedy incident management system Field Technician PeopleToGo/TekSystems  February 2011 – June 2013 (Contract)  Part-time IMAC installations on a day to day basis for commercial clients Backed up users' data and programs for new hardware and Windows roll-outs Rolled out Windows 7 OS on new HP units and accompanying in-house software using outlined instructions created by the client from a network image Restored backed up data and programs on to new workstation  Installed user-specific software as required  Provided recommendations on how to improve on roll-out steps and reported any technical and logistical issues during the project Ensured proper tracking of new and old PC's and laptops Provided technical advice for users with new hardware and software once installed Installed and configured network printers for end users Prioritized take-downs and installations with clients and corporate point of contact Ensured proper management of old units for return to client's head office        Technical environment: Windows 7, XP, MS Office, Internet Explorer, Dell, HP, IBM, Lexmark, Brother, Zebra, Symantec Ghost, ODBC. Customer Engineer NCR      October 2009 – February 2011 (Contract position) Provided hardware resolution abilities for banking and retail customers (ATM machines, checkout terminals, printers, and lottery terminals) Provided consultation and awareness on resolutions performed for customer at call completion Managed call prioritization with manager, co-technicians, customers, and dispatch center Ensured efficient management of part returns and procurement through parts management system. Managed local parts inventory. Attained various training certifications as required for new and existing clients. Training achieved by class sessions, on-line, and manuals. Technical environment: Windows XP, MS Office, Dell, Epson, Lexmark, various retail and ATM equipment. IT Technician MacEwen Petroleum  June 2008 – October 2009 Provided technical expertise to end users at head office, divisions, and convenience stores. Diagnosed user and network support issues                  Provided first and second line support via in-person, email, phone, and Remote Desktop (RDP and VNC) Liaised with IT manager for end user support Installed all relevant software and hardware for head office and satellite users Ensured reliable back up procedures were implemented Provided support for service packs, virus protection, and relevant hardware driver installation User account management in Windows Server 2003 (user creation/deletion and password reset) Monitored email and server activity Provided assistance to users on Windows operating systems and Microsoft Office applications Supported company Blackberries and cellular devices Performed troubleshooting for phone communications Managed and recorded hardware and software assets Updated relevant technical documentation for future support procedures Assisted users with VPN installation and access Contributed support to large-scale financial software implementation Scheduled technical assistance with vendors for contracted hardware support Managed procurement with vendors for various hardware and software requirements. Reviewed quotes for best value and needs in accordance to corporate budget guidelines Logged all calls and responsibilities with Spiceworks using ITIL guidelines Technical environment: Blackberry units and management software, Blackberry Internet Server, Windows 2003 Server, HP, Cisco hardware, Acer, IBM, Lexmark, Brother, printer hardware and network troubleshooting, Internet Explorer, Windows XP and NT, MS Office, Adobe, AVG anti-virus and antispam, Sonicwall VPN, Linksys, VNC, Motorola cell devices, RDP and VNC, ODBC, network cabling installation, PBX system management, TCP/IP management and VLAN. Field Technician PTG/Brains II      December 2007-March 2008 (Contract position) Contributed hardware resolutions on a call to call basis to ensure customer satisfaction. Repaired or replaced components on a wide variety of PC’s, laptops and printers in Ottawa. Including IBM, Dell, and Lexmark. Managed call order with dispatch and customers Arranged for appropriate parts acquisition and returns for clients Effectively communicated with customers problem resolution or need for further troubleshooting or parts as needed Technical environment: IBM, Dell, Lexmark, HP (laptops and printers), MS Office. Help Desk Analyst Autopak       April 2007-November 2007 (Contract position, Cornwall) Provided primary and second level software and hardware resolution support for internal and remote users. Worked with end users for problem resolution (in person, phone, and email) Liaised with IT staff and manager for problem resolution in a team environment Resolved network issues and created and maintained user accounts. Procured and managed computer and printer supplies inventory. Replaced workstations with newer models as appropriate      Ensured backups of data on a nightly basis User account management in Windows Server 2003 (user creation/deletion and password reset) Applied patches and upgrades for Windows and in-house applications Maintained user information and data input for company intranet site Trouble calls tracked with in-house web application system Technical environment: Windows XP, MS Exchange, MS Office, Adobe, PBX system management Lexmark, HP, Linksys, Active Directory, Symantec anti-virus, upkeep of intranet site, TCP/IP management, printer hardware and network troubleshooting. Technical Service Representative ABM Integrated Solutions       April 2006-March 2007 Installed, repaired, and maintained computer equipment, peripherals, and ATM’s for clients throughout Nova Scotia during regular business hours and on-call basis Managed call scheduling with clients and dispatch using Blackberry technology. Managed part acquisition and return. Performed special IMAC projects for de-installation and installation for customers Repaired and maintained a wide variety of hardware products (NCR and Diebold ATM's, Lexmark, HP, and Epson laser and POS printers, debit terminals, and clone POS terminal PC's) Ensured training knowledge was up to date with in-person classes, on-line modules, and manuals Technical environment: Lexmark, HP (printers and laptops), Epson, various retail and ATM equipment. Field Service Technician PTG/TES      September 2004 – April 2006 (Contract position, Halifax) Provided software and hardware break/fix resolution expertise for Getronics clients, Department of National Defence, Dell, and other customers. Achieved A+ and Dell certification for this contract Performed break/fix duties on IBM, Dell, Compaq, HP desktops and laptops. Also repaired Lexmark printers. Managed call escalations with clients and dispatch Ensured efficient parts return and acquisition Technical environment: IBM, Dell, Lexmark, HP, Compaq. TECHNICAL EDUCATION Applied Information Technology Diploma (1997) TECHNICAL COMPETENCIES HARDWARE SUPPORT: Strong skills in troubleshooting and repairing: Information Technology Institute Halifax, NS     PC and server hardware components, laptops, printers and peripherals (Dell, Acer, Toshiba, HP, Lexmark, Cannon) (12 years experience) Blackberry support (2 years experience), Android experience A+ certified (2005) Routers, NIC's and switches (Cisco, HP, 3Com) (6 years experience) USER SUPPORT: Adept at providing expertise for the following:          Windows 7/XP/2000/98 (12 years experience in total – subject to release date) Microsoft Office suite (’97-2010) (12 years experience) Remote support (phone, e-mail, in person) (8 years experience) Remedy call management software (2 years experience) Custom applications support in the oil and gas industry and automotive industry (2 years) Efficient resolution for system and application issues from the stages of ownership, call logging and updating, trouble-shooting, and call completion while maintaining an open dialogue with the end user (12 years) Achieved problem resolution through own professional experience, interaction with coworkers and senior staff, internet research, and studying technical manuals (12 years) Applied pre-existing or new patches and updates created by senior staff or cohorts (8 years) Maintained records of new problems, updates for those issues, potential hardware or software installation, and remedial action taken for call closure (10 years) NETWORK SUPPORT: Windows Server 2003 and Novell experience with:   Managed end user accounts and resources – account creation/deletion and password resets (5 years) Managed security and backups (6 years) Interests: History, reading, baseball, walking, and jogging. Languages: Strong English abilities and intermediate French abilities.