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<pre>Array ( [var] => cut_url ) </pre> Resume for Paul M. for IT / Technical Support / Energy & Utilities in Toronto, Canada. Search More Resumes for IT / Technical Support on #TF2SM4XWG

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Resume for Paul M. for IT / Technical Support / Energy & Utilities in Toronto, Canada

Occupation: IT / Technical Support Industry: Energy & Utilities
Country: Canada City: Toronto
State: Ontario ZIP: M2J 5C2

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Payne Street        

Pontypool, Ontario        Cell:

LA K         Email:  


To progress in my Information Technology career and continue to identify opportunities to improve client experience through improved service levels and increased organizational sustainability in applications and infrastructure. 


  • years experience with infrastructure and application support
  • years project delivery experience
  • Indepth knowledge and experience in system and application availability, incident and problem management, change management, analysis, support, infrastructure planning, capacity analysis, and system implementation.
  • Detail oriented with excellent written and verbal communication skills.
  • Direct Energy

    September to Present 

    Environment Manager Test & QA, DE Residential

    July to Present

  • Single point of contact for all Development environment provisioning and support for Direct Energy’s largest project undertaking in its year history.
  • Acted as a vital liaison between the sponsors, the business and IS to ensure Service Delivery expectations were met.
  • Tracked and inform the PMO, stakeholders, and partners of any risks, issues and escalate as necessary, including communicating and interfacing with rd party organizations on behalf of the project.
  • Negotiated utilization and deployments of each environment between development, QA and Project Managers as well as streamlined and automated processes such as Change Management, Access Control, Environment request and Code deployment
  • Duties are predominantly based around the organization’s infrastructure and applications but extended to cover communicating and interfacing with rd party organizations.

    Acting Manager Production Support, DE Residential

          December to July

  • Responsible for the operation and maintenance of + applications and interfaces in the Direct Energy Residential business unit.
  • Managed a staff of , both contract and full time to ensure daytoday production support & maintenance, application availability, reliability and stability on a X by basis.
  • Developed solid understanding of the Residential Energy business, their project delivery methodologies and change management processes in an environment where business processes across multiple applications and technology platforms.
  • Created and defined Service Level Agreements between Production Support and Business partners.
  • Ensured proper service levels were met by providing reports, statistics and analysis to key stakeholders. 

    Incident Coordinator Production Support, DE Residential

    May to December

  • Solely responsible to ensure resolution of incidents and maintain customer service within the various Production Support teams in DE Residential.
  • Participate in key activities that encompass detecting and recording, classifying, and prioritizing incidents based on impact and urgency.
  • Ownership of all Incidents, including but not limited to monitoring, tracking and communication process.
  • Developed and maintained the Incident Management process for DE Residential Production Support.
  • Created and prepared key reports for Management and a monthly scorecard for Production Support.
  • Responsible for developing and maintaining the Business Continuity Plan and Disaster Recovery Plan for all of DER North America.

    Incident Manager, IS Operations

    June to May

  • Single point of contact with all lines of business within DE and rd party vendors for Major Incidents.
  • Own and maintained the operational execution of Direct Energy’s Major Incident processes.  This included planning, designing, implementing, integrating, operating, and refining the process.
  • Conducting root cause analysis and managing the successful resolution of Incidents within the defined SLA. 
  • Escalation, communication and management of all incidents and the monitoring of other open incidents and known system problems through to resolution.
  • Ensure correct incident categorization, prioritization, identification of root cause issues, recovering the service where possible and escalation to responsible third Tier Support and Business Operations teams.
  • Review and update the business service level requirements SLR’s to ensure current SLA’s and operational coverage are relevant to support internal users and services offered to clients.
  • Ensure key stakeholders from business operational groups, customer facing groups, Risk and Compliance, and Executives are kept uptodate with latest information on high severity incidents.
  • Manage and coordinate all resources to resolve all incidents in the environment.
  • Provided weekly and monthly reporting to Senior Management and Executives.
  • Created and defined OLA’s between IS Core and other LOB’s.

    Team Lead / Interim Manager – Data Centre Operations

    August to June

  • Primary point of contact xhour.
  • Responsible for the day to day Operations and Management for four North American Data Centers.
  • Developed and revised departmental procedure manuals to assist staff in all aspects of operations.
  • Developed Sharepoint Team Site for daily shift reporting.
  • Interfaced extensively with all lines of business to provide immediate support on pressing issues.
  • Assumed role of Incident Coordinator for all High and Urgent issues.
  • Assumed responsibilities for Operational Disaster Recovery testing and planning.

    Operations Analyst

    June to August

  • Gathering, analyzing, and validating business requirements and translating them to operational requirements and impacts of projects in conjunction with the relevant IT teams.
  • Provide support and coordination in the purchase of project requirements hardware, software etc.
  • Ensure all required operational documentation is available and validated for completeness and accuracy.
  • Coordinating the schedules and resource requirements for the installation and technical implementation for the assigned projects and activities and tasks.
  • Ensure the overall technical implementation portion and delivery are successful and all operational processes are followed and standard operating procedures are being executed.
  • Responsible for gathering the information and preparing change management requests, and ensure change management process is being followed.

    Console Operator

    September to June

  • Escalate outages and issues to upper management and Directors, coordinating with the Service Desk.
  • Monitor servers, backup and recovery of files and databases and offsite tape management.
  • Updated documentation, procedures and created new procedures for applications and support roles.

    IBM Contract

    July to September


    Level AIX RS/ Support

  • AIX system support for over RS/ servers, version . and ..
  • Maintain the servers, replace hardware when needed, upgrading OS software, creating change records, and contacting the appropriate people.
  • / Pager Support. Monitoring ticket queue for incoming problems and dealing with the issues at hand.

    The Braegen Group Inc

    June – February


    Business Analyst

  • Gather business requirements from clients to develop and manage small projects.
  • Install, Support and Administer IBM AIX RS/ servers, Web Sphere and Domino.
  • Enterprise level Domino R to R and NT to AIX migration with TD Bank approx , users.
  • / pager hardware and software support, nd and rd level hardware and software Tech Support.
  • Assist in design and development of internal notes database applications.
  • Education/Courses/Specialised training  


        ITIL v Foundation

        AIX Systems Administrator

        Lotus Domino R Administrator



              Management Skills

        ITIL v Foundation

        AIX System Administration

        AIX Advanced System Administration

        Network Appliance Administration

        HP System Administration II

        Project Management

        Managing Multiple Tasks and Projects



       Seneca College Accounting and Finance

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