1. Michael Cole, Sr.
Toronto, ON Home: 416.529.8796
ca.linkedin.com/in/michaelcole14 Email: michaelcole@rogers.com
SUMMARY
An It professional with extensive experience in a multi-client environment who is an effective communicator and flexible
team member. An excellent multitasker with strong analytical and troubleshooting skills. Excels in learning quickly to
innovative and technology-driven work environments.
TECHNICAL SKILLS
• Hardware -IBM PCs, Printers, Routers (Cisco, IBM), Hubs, Repeaters
• Operating Systems -DOS, Macintosh, Windows NT, Windows 95/98,2000, Vista, XP, Windows 8/10 and Servers
• Software -Microsoft Office and Explorer, Netscape Communicator, Lotus 1-2-3, PowerPoint, Visio, Firefox and
• Networking TCP/IP, Ethernet, ISDN, ADSL, T1, OSPF, BGP
• Remedy, Service Centre
EMPLOYMENT EXPERIENCE
HP Canada – (EDS Markham), 2000-2016
Network Support
• Patched 100-800 Windows Server on a monthly basis with the latest Microsoft vulnerable patches to avoid
outside intrusion
• Provided Level 1 support for Networking, Windows, Linux and Unix Platform
• Rebooted and ran health check on systems. Checked HDD, Event Logs, Services for errors after reboot
• Created hardware calls, and scheduled tech to visit site to replace faulty HDD or memory modules
• Troubleshot Microsoft & Unix Platforms for memory, HDD, CPU, DoS attack., and unlock user account
• Work with a team of 15 staff to ensure EDS customers SLA’s were met error free. Ensured QMS standards are
adhered to. Provided customer care / helpdesk support. Provided People Care assistance when required. Provided
training. Incident Management functions. Team meetings. Change meetings. Scheduling.
• Approved vacation days, sick days and scheduled over time
• Attended weekly manager meetings, and updating staff as needed
• Ensured SLA’s were met. Team meeting. Incident Management functions. Provide customer care/ helpdesk
support. Scheduling. Coaching / mentoring. Monitoring systems.
• Multi-tasked between systems and provided support to clients and peers at the same time
• Perform nightly backup on client’s system using NetBackup and Data Protector software
• Escalating backup issues to level 3 if it’s out of our scope
• Log calls for printer or spool issues, drained, restart and transfer jobs to different queues if there is an issues with
printer spool.
• Resolved end-user issues over the phone level 1 and 2
• Work closely with Change Management, approving change records and checking Service Center several times a
day for change records that need to be approved.
• Monitoring ticket queues in Remedy, Service Center
• Managed and maintained backup operations in Western Canada that comprised of several multi-client
systems containing over 2500 servers in total
• software running on various Windows platforms
Performed or assisted in backup software installs and configurations.

2. Michael Cole 2 416-529-8796
• Responsible for level 2 support (highest) in diagnosing, researching and solving backup hardware and software
failures
• Built relationships with vendors to repair equipment or software issues across Canada
• Assisted in capacity planning and implementation of recommendations
• Proactively looked to improve and add efficiency to current processes
• Created, escalated and resolved Remedy, HP Service Centre and HP Service Manager 9 tickets
• Created ‘how-to’ documents and runbooks for various processes utilizing MS Excel and Word
• Performed data restorations in a calm and controlled fashion while maintaining consistent communication with
the customer
• Oversaw daily tape vaulting processes and media management related activities
• Worked closely with co-workers spanning across Canada to achieve Enterprise Storage Goals
• Provided after hours and weekend on-call support every second week
• Participated in extensive disaster recovery drills
• Provided training, troubleshooting, technical advice and direction to other members of the team
• Participated in regular audits of backup configurations to ensure quality of service
• Oversaw batch job processing utilizing Control-M application
• Created and managed remedy and service center tickets
• Worked with several support groups to escalate and resolve alerts
• Acted as a liaison between the data center and IT administrators to troubleshoot and resolve complex hardware
problems.
• Network monitoring of switches and routers with HP Openview
• AS 400 backups, restore and batch processing. Performed IPLs.
• Responded to alerts generated by CA Unicenter TNG application
• Monitored server backups using NetBackup and CA Workload software, performing reruns and creating incident
tickets
• Provided escort of offsite personnel to Data Center, 24/7
• Inspected hardware for alert lights or messages and escalated accordingly
• Operated, maintained, and made minor repairs on IBM 3800 printers
• Worked with couriers to ship printouts and accept supplies on a daily basis
• Managed an 80,000+ tape media inventory based on mainframe computer requirements that included tape swaps
in silos and stand-alone drives
• Processed incoming and outgoing tapes daily for Disaster Recovery planning
• Logged on remotely and accessed/upgraded over 5000 servers nationwide
• Accessed and recommended upgrade/updates for Windows 2000, 2003 servers, and Domain Controllers
• Attended weekly meetings
• Share problems encountered with other support staff in our daily meeting to address issues face with deployment
• Managed Tivoli TEC and TSD queues – updated, transferred/closed problem tickets
• Assessed impact to clients when issues arise
• Escalated issues to the appropriate group/s using QMS standardize procedures
• Monitored batch jobs on CA console
• Monitored PeopleSoft process scheduler
• Rebooted servers – problem/change
• Trained members of Operations Team in client specific procedures
EDUCATION
• LEARNSMART – (currently studying), 2016
• Microsoft Certified Solutions Associate Windows 2012 R2
Installing and Configuring Windows Server 2012 (70-410)
Administering Windows Server 2012 (70-411)

3. Michael Cole 2 416-529-8796
Configuring Advanced Windows Server 2012 Services (70-412)
• EDS University 2012
• Network courses such as Computer Networks, Internet Protocols, Introduction to Wireless Networking and Netw
• Computer Programming Diploma, Off-line Computer Operator Systems Analyst
• Toronto School Of Business, Diploma in Computer Programming/ Systems Analysis
• DeVry Institute Of Technology, Introduction to computers, Computer Programming in Pascal, C, C++