1. Andrew De Angelis
3907 45 Street SW
Calgary, Alberta, T3E 6P2
angelis5377@gmail.com
(416) 520-0081 (Cell)
Summary of Qualifications:
• Over 10 years of IT experience supporting national and international commercial and
resource sector based clients
• Broad-based experience in IT Platforms support, Client Management and Effective
Team Operations
• Strong hardware and network configuration and trouble shooting skills
A+ Certified / HP Certified / ITIL v3 2011 Foundations
Incident and Change Management
Facilitation
• Well developed Change Management and Facilitation skills developed in the hosting of
regular Change Advisory Board and Post Implementation meetings
• Effective resolution of client issues through an ability to understand and communicate
complex concepts and solutions in layman terms, especially important when dealing with
remote clients
• Achieved success through problem resolution discussions using negotiation ability and
strong verbal and communication skills
Business Improvement
• Applied strategic thinking to improving business processes in the updating Change
Management documentation and manuals
• Developed and implemented Root Cause Analysis tracking and documentation in
Sharepoint, in support of SUNCOR incident analysis protocols
• Developed and prepared documentation to assist vendors to perform Root Cause
Analyses and to track major incidents
• Updated and maintained documentation and records management systems for change
management teams
• Applied ITIL methodologies to drive best practices in an IT environment
Technical Skills
IT Platforms / Programs
• Windows NT/2000/2003/XP/Vista/7/8/10, Linux
• Programming experience in C++, Java, Visual Basic 6.0/.NET, Assembly, Unix Shell
Scripting
• Computer networking experience with Active Directory, Cisco, Unix and Apple,
knowledge of Access, Excel, Word, PowerPoint, Visio, Dreamweaver, and FrontPage

2. System / Client Support
• Supported and remotely administered AS400 systems, and Active Directory Users
• Effectively managed technical teams to meet Service Level Agreement terms
• Regularly used Remedy, Service Now, CRM and Magic ticketing systems for issues
management
Employment History
Incident Management Analyst (SUNCOR), CompuCom Systems, Inc., Calgary Alberta
August 2014 - Present
• Responsible for performing investigation at both client and management requests,
maintaining records of investigations, providing advice and suggestions to second level
and leadership teams
• Facilitation of conference calls used for troubleshooting major outages with
vendors/support teams
Change Management Analyst (SUNCOR), CompuCom Systems, Inc., Calgary Alberta
• Dedicated Change Management role, responsible for processing and verifying MOC’s
(Method of Change) on a daily basis
• Responsible to educate clients and vendors on MOC submissions and processes, and
the provision of weekly reports to the client leadership team
• Provided input into updates to Change Management documentation and manuals, and
ensured that established MOC procedures were followed and documented at all times
Teamlead (various clients), CompuCom Systems, Inc., Mississauga Ontario
August 2006 - August 2014
• Acted as Teamlead for 60 + analysts, providing onsite Deskside and client support,
including conducting meetings with client and leadership teams
• Conducted advanced troubleshooting of hardware and software and created technical
documentation, training courses and materials
• Provided technical training for new analysts, provided input into hiring processes
Analyst
• Ongoing technical support for major Canadian Oil Companies and International Users
Techsupport Analyst, Dlink Networks, Mississauga Ontario
March 2005 - July 2006
• Supported retail products (routers, modems, switches and wireless technology) for
customers in Canada, USA and UK
• Conducted firmware testing and provided customer support
Credentials and Affiliations
• Computer Network Engineering Technologist, RCC College of Technology, 2005

3. • ITIL v3 2011 Foundations
• A+ Certified / HP certified