1. H r a g ( C r a i g ) F a r r a
119 Tea Rose St | Markham, ON L6C1X3 |
H: (905) 887-7986 | C: (416) 710-3214 | hrag.farra@gmail.com
PROFESSIONAL PROFILE
Experienced I.T. professional that has spent two years integrating and managing a small company network.
Assisted nearly 1200 BMO branches and Nesbitt Burns with software, printer and network issues. Capable of
handling pressure situations and troubleshooting on the fly. Looking for an opportunity to apply my customer
service know how along with my technical background. Recently completed the CCNA exam with a grade of
931/1000 and currently partaking in CCNP night courses.
WORK EXPERIENCE
Bank of Montreal - Scarborough, ON
To be the bank that defines great customer experience – (www.bmo.com) March 2014 – June 2015
Help Desk Analyst – Pathway & NesbittBurns
Providing technical support to 1200 BMO branches nationwide and Investor Line branches.
 Supporting imaged based laptops and computers from all BMO branches with computer hardware &
software or printer issues
 Using troubleshooting skills to determine the exact cause of the issue that is being addressed over the
phone
 Providing support to financial planners who work remotely with their BMO provided laptops
 Configuring user’s local and server profile by adding/deleting/changing files and permissions in
AD/Exchange/OCS
 Installing, configuring and maintaining updates on laptops and desktops using Run Advertised
Programs
 Maintaining McAfee anti-virus software on user’s laptops and desktops
 Maintaining deployment of windows based imaging while using ImageMate
 Assisting users with VPN remote access issues on Windows 8 and Macbooks
 Used ITIL concepts to document and resolve network or application outages.
Technical Summary
O/S – Windows XP, Windows 7, Windows 2008 Server, iPad, Blackberry Z10/Q10/Q30
Office – Microsoft Office 2003/2010, Lotus Notes, Blackberry Exchange Server 5 & 10, Dameware, Portscan,
Microsoft Office Communicator, RSA Authentication Manager, Run Advertised Programs, Juniper,
CCAPS/MAAS/TSYS/MDIF/CustomerConnect banking financial software, Tamesso (SSO), Thomson One
Smart, ITIL
Network – Active Directory, Group Policy, ImageMate, SCCM, Printer setup (HP & Lexmark), Remedy
ticketing system
Madani Rings - Markham, ON Jan.2010 – April 2014
A make-to-order wedding band manufacturer - (www.madanirings.com)
Help Desk & Web Content Management
Providing help desk support as well as web content management for a B2B website.
 Played a key part in modernizing the IT infrastructure (Website, PC/network)
 Responsible for remote and onsite technical support to a workgroup environment of 10 PCs
 Assisted with configuring routers and switches along with load balancing
 Documented the Cisco commands and internal company network diagram for future reference
 Provided assistance with image editing and web content update as needed
 Met deadlines and quality standards for web design changes, and web content update
 Occasionally provide recommendation for new Cisco products, consultation and assistance when
requested
Technical Summary
O/S – Windows XP, 2008 Server, 7, iPad OS, iPhone support
Office – Microsoft Office 2007/2010, Quickbooks 2012, Adobe PhotoShop CS3, Packet Tracer
Network – FTP, DNS, MySQL, DHCP & Relay Agent, ICMP, TCP/IP, UDP, Active Directory and Group Policy,
Cisco 870 router series/switches, VLANs, Policy Routing, Access Lists,Trunking Protocol (dot1q), Load
Balancing (variance), Routing Protocols (EIGRP, OSPF, RIP, BGP, Summary Routes, External EIGRP)

2. Swarovski Canada Ltd. – Toronto, ON Nov.2008 – Mar.2011
A well-known brand specializing in fine crystals and fashion Jewellery – (www.swarovski.com)
Sales Consultant/Merchandiser
Serving customers within a retail environment where customer service is the number one priority.
 Servicing retail consumers using active listening skills and recommending products suitable for their
needs
 Merchandising the current stock as well as receiving new shipments in a organized and timely manner
 Work cohesively with team members to achieve weekly, monthly, and yearly sales targets
 Providing technical support assistance to my manager and at the store level for the POS machines as
well as a laptop that was used by the senior staff
 Awarded Brand Ambassador Certificate April 2009
Kelly Services (IBM Canada) - Markham, ON Feb.2012 – March.2014
One of the world’s largest providers of IT services and products - (www.ibm.com)
Technical Support Analyst
Providing superior technical support to clients that outsource information technology services to IBM.
 Resolving incoming technical issues from end users through various mediums in a timely manner
 Working within a team environment to keep open tickets at lowest possible levels
 Effective and timely escalation of any issues that are beyond support scope to senior level support staff
 Providing highest level of customer service with active listening skills and clear concise communication
 Engaging users on open support tickets driving towards issue resolution and root cause
 Evolving into queue management lead due to excellent customer service and FTF/FCR (First Time
Fix/First Call Resolution)
 Managing break schedule for a team of 20+ to meet SLA (Service Level Agreement) and SLO (Service
Level Objective) agreement
 Perform weekly analysis regarding the root causes of misrouted tickets and attend weekly meetings
with the senior team lead, IBM client team, and the end client (Encana)
 Installing and configuring checkpoint connection in IBM thinkpad laptops
Technical Summary
O/S – Windows XP, Vista, 7, Mac OS
Office – Microsoft Office 2010, Exchange/Outlook, Adobe Acrobat Standard/Professional, Lotus Notes,
Blackberry Enterprise Manager, JD Edwards, Run Advertised Programs, Checkpoint, RSA Authentication
Manager
Network – Active Directory, Group Policy, Computer Management, SCCM, MAGIC Ticketing system, Citrix
ICA client
Swarovski Canada Ltd. – Toronto, ON Nov.2008 – Mar.2011
A well known brand specializing in fine crystals and fashion Jewellery – (www.swarovski.com)
Sales Consultant/Merchandiser
Serving customers within a retail environment where customer service is the number one priority.
 Servicing retail consumers using active listening skills and recommending products suitable for their
needs
 Merchandising the current stock as well as receiving new shipments in a organized and timely manner
 Work cohesively with team members to achieve weekly, monthly, and yearly sales targets
 Providing technical support assistance to my manager and at the store level for the POS machines as
well as a laptop that was used by the senior staff
 Awarded Brand Ambassador Certificate April 2009
EDUCATION
Seneca College of Applied Arts & Technology
Computer Networking & Technical Support
2011
CCNA – Routing & Switching (931/1000)
2015

3. CCNP – currently taking night classes