Robert Barrett

54 Beaverbrook Lane Kanata, ON, K2K 1L5 (613)413-8659 barrettbob@gmail.com

Education
CompTIA A+ Computer Support Technician Network Technology Degree, Carleton University - (Underway: Completion date: May 2015) Software Development Degree, GMIT, Ireland - (Incomplete)

Work Experience
Jan 2012-Present, Network Operations Center Triage Level Platforms , Kanata, ON
Provided Network Operations Center services for multiple Managed Services Providers Monitored servers for critical alerts disk space, RAM, CPU alerts. Worked with external service providers to report and resolve issues.

March 2010-December 2011, Pfizer Technical Service Desk VMC Consulting, Kanata, ON
Problem isolation and resolution for client requests, problems and incidents Fully document, classify, prioritize and track service requests through call tracking system Create technical documentation with solutions to issues Track transactions to ensure that responses are timely and escalated in accordance with escalation procedures Provide technical support via phone or email and resolve customer problems in a professional and prompt manner Set priority according to Standard Ticket Handling Procedures (STHP) Provide remote access and network connectivity to both LAN and WLAN Provide Blackberry and iPhone and iPad mobile support Gather information from end-users to determine the nature of problems and resolve them. Provide support including account management for various applications (including SAP, Novell, EDMS, AS400, ACE, VPN remote access), multi-function printers, software installation, word processing, email, and operating systems. Provide support for manufacturing lines involving mission critical impact systems. Manage clients accounts by unlocking their passwords through Active Directory, LDAP, Novell and other tools Working in Citrix environment Email agent for two global mailboxes Promoted to be part of the first wave of the Pfizer Global Supplies (PGS) Support team Promoted to Level 2 VPN Support Promoted to Floor Support Promoted to BTI ticket tracking, resolution, and reporting

2008-2010, Senior Sales Assistant / Technician PC World, Sligo, Ireland

Key holder, responsible for opening and closing the store Monitored store sales rates for a variety of Key Performance Indicators (KPIs) Executed merchandising strategies Maintained customer service standards Coached and motivated team members Advised customers on what full computing solution would best meet their needs Surpassed personal sales targets in a very difficult economic environment Responsible for shipping of warranty laptop and desktop repairs. Carried out non warranty repairs and upgrades to a range of laptop and desktop computers.

2005-2008 Computing Sales Assistant / Customer Service Representative PC World, Galway, Ireland
Advised customers on what full computing solution would best suit their needs. Worked toward and surpassed sales targets. Acquired excellent sales skills Resolved customer issues, both locally and by the phone. Carried out repairs & upgrades Acquired excellent customer service skills

2001-2003 Projectionist IMC 6 Screen Cinema, Athlone, Ireland

Responsible for upkeep of six full size projectors Performed regular maintenance on projectors, updated maintenance record logs Responsible for feature films starting promptly Responsible for shipping and receiving film canisters Tasked with basic repair of machines if problems arose.

Technical Experience
MS Windows, Server 2003/2008, Canonical Ubuntu, Red Hat Fedora, Apple Mac OS, MS Office, Exchange, SAP, Nortel VPN, AS400, Cisco IOS

Hobbies & Interests

Hiking, Travel, Live Music, Photography, Cinema

(References available on request)