1. Daniel Shongo 819-815-5693 daniel.shongo@gmail.com
PROFILE
Summary of Qualifications
 Highly dependable, punctual, responsible and trustworthy;
 Enjoys contributing to a team effort and creating a good working environment;
 Highly organized, accurate and detail oriented;
 Flexible. Willing to work extra hours when required;
 A quick learner eager to learn new tasks;
 Responsibilities conducted with demonstrated patience;
 Self-motivated, very organized and efficient;
 Experienced in using commercial helpdesk support tools, as well as testing tools.
EDUCATION
Information Technology, Cité Collegiale, 2009
Professional Certification
WHIMS Certified, 2004
LANGUAGE
English and French (Fluent - Oral, Written and Reading Comprehension)
SECURITY CLEARANCE
Level: Enhanced Reliability
PROFESSIONAL EXPERIENCE
Project #9 – Aboriginal Affairs and Northern Development Canada
Business Analyst
December 2015 – Present (8 months)
The Grants and Contribution Information Management System is a web-enabled transfer payment
management system that automates the Department's transfer payment business processes, manages
funding agreement information, and provides on-line access for First Nations and other funding recipients.
As a system coordinator my role consists of assisting users on the functionality of GCIMS that includes:
Provides 2nd-3rd level problem resolution to internal and external users
Grant GCIMS system access to internal and external users
Submission and review of Applications and Proposals.
Creation and management of funding agreements, amendments and adjustments.
Financial transaction management and reporting.
Submission, review, and approval of recipient reporting requirements.
Tracking of reports submitted with immediate feedback for any issues which might trigger funding
halts so they can be managed in a timely manner.
Electronic access to reports which provide information for the statistical analysis of program
information.
Provides SAP support for any inquiry related to funding.
Create/change/block & unblock a customer in SAP

2. A liaison between the IT development team and the business users through all phases of the
development lifecycle
Act as a liaison between clients, technical and testing teams to ensure that the requirements are
understood as per specification.
Ensure traceability from business requirements to user acceptance testing to validate the IT solution;
may provide advice, plan or conduct user acceptance testing activities
Project #9 – Waste Management (Information Technology)
Field Technical Support Analyst / Network Administrator
December 2010 – October 2015 (59 months)
This project involved the importing of user, client & product data into Salesforce, the creation of reports
and the administration of the Salesforce Dashboard, as well as the testing of the .Net application which
was used for preparing quotes and its integration with Salesforce CRM.
In addition, was responsible for providing technical support to sales staff and sales support associates
across North America (1500+users).
Final responsibilities, as the technical support was being outsourced off-shore, was to document the
technical support and administrative procedures and processes and to ensure effective knowledge
transfer to the technical support team assuming responsibility for the technical environment.
Duties as a Field Technical Support Analyst / Network Administrator include:
Perform maintenance and service tasks for customers in assigned territory;
Troubleshoot Web base applications, such as CRM and Salesforce;
Assist project management and data processing professionals, technical users and end users in
simple routine tasks;
Provide administrative and technical support of a clerical nature as required to projects using MS
Office Suite, MS Project, ;
Assist in performing such tasks as maintaining project documentation and application/system
libraries;
Acts as the first point of contact in a "hot-line" situation by accepting incoming calls, logging calls,
attempting to resolve simple problems and following established procedures for more difficult
problems;
Maintain and update relevant project information such as project activity schedule, status reports,
correspondence using MS Project and other electronic files;
Communicates with project management and data processing professionals, technical users and end
users on administrative matters related to the project;
Eliminate and merge duplicate Accounts and Contacts in Salesforce;
Analyzed the business requirements and design document with the business and development team
to understand the functionality of the application;
Customized user roles, role hierarchies, profiles and sharing settings to ensure that the protected
data is available only to the authorized users of the respective organization;
Executed SQL Queries to validate the data flow, data mapping and data integration between front
end and back end of web-based application;
Involved in analysis of application-related issues logged by clients and re-testing the functionality on
receiving the fixes from the Development Team;
Participated in special projects, such as software testing, PC rollout and software deployment;
Assisted with the installation of servers, as required;
Prepared and submitted work orders and expense reports to the respective departments;
Evaluated products accurately for maintenance, warranty, upgrades and other purposes.
Collaborated closely with technical team to resolve technical issues;

3. Provided training to service staff on how to identify and resolve issues, repairs, etc.;
Documented customer requirements and, subsequently, recommended the right products or services;
Managed all on-site installation, repairs and maintenance works within the assigned territory;
Conduct client demonstrations, when required;
Documented technical problems effectively through proper analysis, evaluation and diagnose;
Provided technical support to junior staff in the escalation of complex issues;
Provide product usage and maintenance training to customers;
Built positive relationships with customers by providing outstanding and excellent services;.
Prepared and distributed maintenance records, warranty contracts, installation report and other
service reports to the Senior Managers. In addition, maintained network availability (24/7 LAN and
WAN) for over 22 Waste Management sites across Canada, that includes air travel or driving to the
sites;
Supported Blackberry and Iphone enterprise email activation using BES 10;
Managed the creation of email accounts on the Microsoft Exchange server;
Ensured that the workstation software distribution infrastructure (SCCM 2007/2012/App-V) is highly
available and operating effectively;
Ensured that the workstation patch management infrastructure (SCCM/2007/2012/WSUS) is highly
available and operating effectively;
Maintained the High Availability Patch Management list and process;
Troubleshot deployment (OS/sequence/package and patch) issues, as required;
Installed Windows XP or Windows 7 Pro on workstations, as required;
Managed user accounts in the Active Directory to (account creation, groups and drives permission).
Managed the phone system (Cisco / Avaya configuration and installation);
Assisted users with data backup and recovery;
Configured IPhone exchange email;
Created or deleted a Group Policy object (for the Windows 7 deployment);
Installed and supported MS Office 2010, 2013;
Analyzed, documented, and escalated critical issues to appropriate support groups;.
Troubleshot POS applications, such as Moneris;.
Resolved technical support issues via telephone and on site;.
Monitored and ensured timely escalation of customer issues to internal organizations or vendors;
Collaborated with other IT departments on assigned projects and issues;
Diagnosed and repaired hardware problems, set up, configured and tested equipment. Performed
preventative maintenance and install upgrades and options;.
Installed Windows 7 Operating system and configured PCs according to company standards for
deployment, as required;
Used SCCM to deploy Corporate Software, Windows 7 and applications;
Provided technical issue resolution and support in a Microsoft Windows/Office environment;
Provided technical support and planning base for crucial projects;
Documented new and updated existing technical specifications;
Created and managed a virtual computer (HyperV 2012R2);
Reported failures in a time manner.
Monitored alerts on the Gas plant and Radiation.
Used System Monitor, event log viewer, SQL profiler, SQL analyzer to monitor and tune the
performance of SQL server;
Installed and troubleshot monitoring equipment at the Landfill (camera system, GEM5000 radiation
detector);
Responsible for management of equipment budgets, including monitoring IT expenditures and assets,
and reallocating resources, as required;
Install and configure scale operation software Fastlane;
Replaced PCs, software and applications related to the power plant onsite;
Deployed and troubleshot MS Office 2010 (MS Word, Excel, MS Outlook);
Involved in upgrading from SQL Server 2008 to SQL Server 2012;
Designed and developed reports using Crystal Reports;

4. Analyzed, logged and tracked complex software and hardware incidents pertaining to networking
connectivity issues, printer, server, and applications to ensure business needs were not impacted;
Coordinated testing, upgrade and configuration of system files and services. Ensured changes were
in accordance with appropriate operating procedures;
Project management activities included project planning, project management, implementation and
post-deployment technical support responsibilities for new client initiatives.
Project #8 – Department of National Defence (DND)
Help Desk Analyst
November 2008 – February 2009 (4 months)
With his extensive knowledge of LAN, WAN and VoIP, Mr Shonga was contracted to meet an immediate but
temporary requirement to provide Information Technology (IT) client support and call resolution within a Helpdesk
and Desktop Support environment connected to a Microsoft Windows LAN.
Duties as a Help Desk Analyst included:
Provided lead deskside support (Hardware/Software Support & Training) on Windows PCs, local and
networked printer/plotting and other PC peripheral;
Maintained the Human Resource Management System (HRMS) PeopleSoft application (Government
of Canada version);
Used MS Exchange user alias for creation and managing mail quota;
Provided support in both official languages - French & English;
Used BES administrator for Blackberry and enterprise activation and troubleshooting;
Used UNIX account creation and password reset;
Performed reset and granted user access through Active Directory or other applications;
Provided Active Directory management, NTFS security, disk quota management and mailbox quota;
Included in multi-disciplinary teams building collaborative solutions to resolve client problems;
Provided support for any software titles on the DND standard image;
Performed application integrations (Application functional knowledge), testing and troubleshooting of
desktop application problems;
Provided troubleshooting of web-based VPN access;
Installed, configured, tested and maintained IT hardware, as necessary, to address Incidents and
Service Requests made by the client group;
Managed inventory of desktops, laptops and other hardware, ensuring that the required data
repository (currently Asset Center) is kept up-to-date;
Assisted local staff in the disposal of outdated computer equipment through the standard
disposal/recycling process;
Assisted clients with the Software Introduction process including nominations, testing and delivery on
an as needed basis;
Deployed client standard end-user hardware equipment and peripherals as required;
Developed client desktop standard images, packaging, and desktop rollout process;
Deployed client standard desktop images, software patches, security using Microsoft SMS;
Provided second level technical support assistance to Customer Support Center and directly to end-
users, as required;
Provided IT Security management;
Provided web services troubleshooting – enabled tracing to debug the Biztalk Web Services
Publishing wizard by uncommenting;
Provided advanced technical support to business units on all related desktop applications and
desktop/laptop hardware issues;
Developed and updated, as necessary, detailed documentation on software configurations,
deployment processes, packaging procedures and test scripts;

5. Implemented the monitoring procedures to maximize availability and performance of workstations to
ensure defined targets were met. Ensured and enforced the DND corporate standards across all of
the Windows platforms. Managed and maintained corporate antivirus policies;
Maintained updated configuration, support, and process and procedure (best practices)
documentation;
Managed and maintained corporate change control policies and procedure;
Used Magic Service Desk software to receive, log and track all trouble calls and record all actions
taken, up to problem resolution.
Project #7 – The Sun Media
Field Technical Support / System Admin
December 2007 – October 2008 (11 months)
Provided Information Technology (IT) client support and call resolution within a Helpdesk and Mac
Support environment. Provided front-line Apple Macintosh-based hardware and software support for
Creative Services staff members, both directly (in person) and remotely (via telephone and e-mail, and
using Apple Remote Desktop).
Duties as a Field Technical Support / System Admin included:
Configured, performed troubleshooting, repaired and supported computer hardware such as PC /
MAC /Laptop/Mac book/Network Servers;
Maintained all web-based applications through the company Intranet, ensuring availability 24/7 (even
during maintenance);
Installed cable modems for high speed and cabling network device to a switch or router;
Provided cabling throughout the entire office with RJ45 cable to connect all users to the network and
labelling;
Participated in multi-disciplinary teams building collaborative solutions to resolve client problems;
Replaced damaged network cable or power cable;
Installed desktop operating systems, such as Windows XP/ Windows 2000, MAC OS 9.1 / OS X, as
well as updated firmware and drivers on computers/printers/network cards/raid cards/SCSI cards;
Created user network account/MS Exchange account/Quick Mail Prolias accounts;
Provided Mac OS X setup, troubleshooting, remote management, and user-training;
Performed VPN setup and troubleshooting;
Provided onsite support;
Managed User accounts using Active Directory;
Used VMWARE ESXi 5.5 for software detesting and applications;
Scheduled jobs, created alerts, notifications with SQL agent and configuring Linked servers for data
access between new and old serversQuark XPress troubleshooting and user-training;
Added client to a network using Novell Netware (Console One);
Installed and troubleshot MS Office 2000 or higher, MS Office 2013 and MS 2014;
Installed and groubleshot Outlook 2000 or higher, MS Outlook 2007, MS Office 2010 and MS Office
2013;
Used knowledge and experience gained in TCP/IP and Ethernet, Network printer setups to configure
Static IP on laptop and desktop, as well as employing other network tools;
Used Knowledge and experience gained in using remote administration and support tools (Landesk
and RCO);
Installed and upgraded computer workstations including CPU, memory, NICS, hard drives;
Provided problem support to users in a Microsoft Windows/Office environment;
Created rights assignments and volume space restrictions through a template;
Modified properties of multiple files, folders, objects and volumes simultaneously;
Assigned software and applications on client network profile using Console One;
Provided ongoing exposure to *new media* collaboration and content creation tools;
Installed cable trays for network;
Created Blackberry accounts on BES and Blackberry activation/configuration/troubleshooting;

6. Performed troubleshooting and setting up Network printers including toner or cartridge replacement;
Purchased equipment;
Performed reset and granted user access through active directory or other applications;
Imaged Mac or desktop PC;
Performed installation, maintenance, and troubleshooting of desktop connectivity, multi-media kits,
patch cables, RAM, video cards;
Performed roll out of new and updated software on workstations;
Provided installation of PCs for new users;
Set-up remote access PCs, laptops, printers, modems, and software;
Used SCCM remote control module or LANDesk.
Project #6 – Export Development Canada (EDC)
Helpdesk Consultant / System Admin
October 2007 – November 2007 (2 months)
Mr. Shongo prepared the acceptance test plan for the web-based CRM module and, subsequently,
conducted the sanity testing in the production environment during go live and subsequent releases. In
addition, Mr. Shongo provided post-production testing support for bug fixes and changes that were to be
migrated to the production environment.
Mr. Shongo maintained all the documents related to system and user testing.
Project #5 – Agriculture and Agri-Food Canada (AAFC)
Helpdesk Consultant / SAP Support
February 2006 – September 2007 (20 months)
As a HelpDesk Consultant specializing in the support of SAP R/3, Mr. Shongo was responsible for
providing technical support of the SD, MM and FI/CO modules, as well as delivering Basic SAP
Navigation training which included in-depth training in report production. With his in-depth knowledge of
the Material Management (MM) module, which includes Procurement (Orders, RFQs, Quotations,
Agreements / Contracts), Inventory Management, Material Requirement Planning, Goods Movements
(Receipts, Issues etc.) and Stock control, Mr. Shongo provided group and one-on-one training.
Duties as a Helpdesk Consultant / SAP Support included:

7. Provided Information Technology (IT) client support and call resolution within a Helpdesk and
Desktop Support environment connected to a Microsoft Windows LAN;
Provided IT training and guidance to clients;
Created SAP end-user training documents using CDs or DVDs;
Developed SAP quick reference guides and SAP trainer guide;
Supported SAP modules (MM, FI/CO, SD and FI-GL);
Assisted end-users in navigation of SAP modules (FI,SD and MM);
Communicated with users to explore technical needs, system problems, and technical solutions ;
Identified and implemented the best solution within area of responsibility to problems encountered by
users;
Managed financial code errors;
Employed the Active Directory for LAN password resets and SAP application password resets;
Managed the SAP printer configuration (Xerox printers and MFPs);
Map network drives and provide access;
Supported the implementation of the Agridoc application;
Supported remote access technologies (VPN, Altiris, RCO etc.);
Troubleshooting dialup connection incidents;
Troubleshooting Palm, BlackBerry incidents;
Managed the helpdesk inquiry inbox;
Supported Microsoft Windows Client 2000 and XP;
Ensured problem tickets are brought to successful resolutions;
Used Assyst Service Desk software to receive, log and track all trouble calls and record all actions
taken, up to problem resolution;
Used VMWARE for software and applications testing;
Provided lead deskside support (Hardware/Software support & training) on Windows PCs; local &
network printer/plotting and other PC peripheral;
Installed and supported Corel WordPerfect Suite 10;
Supported Internet Explorer, Microsoft product suite, Nortel Connectivity and Norton Ghost;
Troubleshooting PC connectivity problem;
Provided onsite support for VIP clients.
Project #4 – Hewlett-Packard
Onsite Coordinator / Dispatch
February 2005 – January 2006 (12 months)
Duties as an Onsite Coordinator / Dispatch included:
Managed a variety of incoming and outgoing telephone calls; responded to all information requests
and trained new agents in Canada and abroad. Coordinated staff that provided technical solutions to
small and medium sized companies in a time critical and demanding environment;
Dispatched installations for our client's Service Providers;
Dispatched personnel according to schedules and work orders;
Maintained operator work records, recorded mileage, fuel use, repairs and other expenses;
Investigated installation customer complaints to determine the root cause and implemented the most
appropriate corrective action to prevent reoccurrence;
Experience in playing a lead role in a key aspect of an IM/IT project or activity;
Negotiated custom pricing for out scope installation services;
Acted as escalation point for sales with regards to install issues;
Maintained and analyzed monthly installation metrics;
Added client to a network using Novell Netware (Console One);
Added client to a network printer queue using Console One;
IBM Storage and Tivoli Storage Manager experience;
Managed user accounts and administered rights;.
Salvaged and purged deleted files on NetWare volumes;.

8. Created rights assignments and volume space restrictions through a template;
Modified properties of multiple files, folders, objects and volumes simultaneously;
Assigned software and applications on client network profile using Console One;
Worked in research team to find solutions that would improve the software reliability and created a
troubleshooting question base for the new Support Agents;
Assisted in the review and maintenance of training manuals, outlines and self-paced content;
Supervised Support Agents nationally and abroad;
Performed QA on all training environments and reviewed training homework and assignments;
Submitted product defects discovered in training environments into the WFM system;
Assisted in the development of tutorials for the Onsite coordination support site and Intranet;
Prepared online presentations for new release webinars for new trainees, partners and internal
employees (learning new features as they are developed to create demo content and to present
virtually).
Updated and supported agents on new release functionality;
Researched and gained knowledge on industry, related standards, related products, and competition;
Reviewed and learned new Hewlett-Packard products and features;
Added FAQs asked during training to the HP Onsite coordinator Support Site and Intranet;
Collected Best Practices information and shared with training and support teams;
Assisted in improving existing training offering;
Assisted in technical writing and updating training materials including instructor led, virtual job aids
and online courses;
Used WFM Service Desk software to receive, log and track all trouble calls and record all actions
taken, up to problem resolution.
Project #3 – GlaxoSmithKline’s
SAP Consultant / Helpdesk / System Admin
March 2004 – September 2004 (7 months)
Initially joining the IT support team to provide Helpdesk technical and System Administration support, Mr.
Shongo was recognized for his thorough understanding of the SAP system (from business process, cross
functional and integration view points) and was, subsequently, assigned support and training
responsibilities specifically in the support of the SAP environment.
Duties as a SAP Consultant / Helpdesk / System Admin included:
Coached and mentored Users in the use of SAP (or related systems);
Monitored the use of SAP by employees. (FI/CO, SD, MM);
Configured and tested SAP FI/CO modules - GL, Fixed Assets, Treasury, Cost Center Accounting
(CO-CCA) and Internal Orders;
Provided end-user training of SAP FI and SD modules;
Integration of SAP FI with MM and SD with Procure to Pay and Order to cash Cycles;
Troubleshot Issues related to Invoice verification (MIRO);
Handled technical escalations;
Advised agents on technical resolutions options;
Provided daily report to the Helpdesk Manager;
Provided user advisory and information services including responding to IT subjects of a general
nature;
Provided the initial point of contact for technical help in the case of individual users experiencing
problems with the use of network hardware, software and applications;
Conducted second-level problem determination and analysis on all client calls;
Responded to incoming calls received by the Service Desk, which includes troubleshooting
(connectivity LAN-WAN, EMAIL problem, application access request on Mac computer or PC) and
responding to user problems over the telephone;
Used Remedy Service Desk software to receive, log and track all trouble calls and record all actions
taken, up to problem resolution;

9. Updated client information/address in the Remedy Service database, as required;
Isolated problems and gave follow-up instruction, as required, to reduce the overall number of trouble
calls;
Conducted follow-up activities with users to ensure all problems are resolved to the client's
satisfaction;
Passed all the necessary GSOP’S required by FDA to gain access to GSK databases, software and
applications;
Created Lotus Notes account and managed the Domino Server;
Configured and performed troubleshooting of Lotus Notes;
Configured printers, network drive mapping and assisted users to configure Lotus Notes;
Supervised and trained new agents on R&D helpdesk;
Added users to a network using Novell Netware (Console One);
Added users to a network printer queue using Console One;
Configured Linux virtual guests in a VMware ESX environment;
Analyzed MSI databases, MSI logs and Event Viewer logs to troubleshoot and correct failed
installations;
Utilized MSI packages for Software Distribution;
Creation UNIX accounts and actioned password resets;
Managed user accounts and administered user rights;
Salvaged and purged deleted files on NetWare volumes;
Created rights assignments and volume space restrictions through a template;
Modified properties of multiple files, folders, objects and volumes simultaneously;
Assigned software and applications on client network profile using Console One;
Supervised agents and monitored calls.
Project #2 – Canada Post / IBM Ottawa
Helpdesk / SAP Support
June 2001 – April 2003 (23 months)
As a Helpdesk Support Agent, Mr. Shongo managed a variety of incoming and outgoing telephone calls -
responding to all information requests, as well as promotion and technical support on the use of Canada
Post PC software. Mr. Shongo evolved his technical expertise to include the support of SAP and was
assigned responsibilities within the Helpdesk in direct support of SAP modules.
Duties as a Helpdesk / SAP Support Consultant included:
Supported international documents for mail processing and customs;
Managed Lotus Notes inbox;
Assisted users in the utilization of the SAP SD module for Sales Order Management Processes, with
a focus on navigating Product Pricing;
Assisted the SAP SD users to change Product Pricing (stamps, parcel mail, express mail and money
order rate);
Changes to the POS configuration with respect to financial transactions occurring at postal outlets;
Resolved issues relating to Payment program;
Supported commercial mailing documents. (Import, Export);
Supported SAP SD super user acquisitions;
Troubleshot Lotus Notes connectivity problems;
Installed/upgraded and configured Lotus notes for internal users;
Investigated/verified suspicious transactions;
Responded to incoming calls received by the Service Desk, which includes troubleshooting and
responding to user problems over the telephone;
Performed troubleshooting of PCs, printers, modem, email server problems, dial-up connection
problems;
Conducted follow-up activities with clients to ensure all problems are resolved to the client's
satisfaction;

10. Reported any issue to the Supervisor;
Used Heat Service Desk software to receive, log and track all trouble calls and record all actions
taken, up to problem resolution;
Retrieved and recorded information related to the Service calls as per procedures;
Awarded for excellence in customer service, supporting Canada Post Corporation - March 2002;
Awarded for excellence in customer service, supporting Canada Post Corporation - December 2001.
Project #1 – Bell Sympatico
Billing Agent / Technical Support
January 2000 – May 2001 (17 months)
Duties as a Billing Agent / Technical Support Consultant included:
Managed a variety of incoming and outgoing telephone calls - responding to all information requests,
as well as promotion and sales;
Performed internet troubleshooting/network;
Provided coaching/supervision;
Performed expert XDSL troubleshooting;
Responded to incoming calls (including voice-mail);
Supervised agents and calls monitoring;
Developed all agents through skills assessment, call monitoring, coaching, feedback, and role
modeling, both for current position and future career;
Advised agents on technical resolutions options;
Conducted formal employee performance reviews, established development plans and as
appropriate, initiated promotions, pay adjustments and disciplinary actions;
Provided daily report to the Manager;
Helped customer to configured internet Connection on Mac OS 8.6, X, 10.3;
Helped customer to configured email account on Mac OS X-8.6-9;
Helped customer to install the modem (all the physical setting);
Helped customer to install software or download software;
Helped customer with network issue internet or printers;
Helped Customer configured Outlook Express for email account;
Performed troubleshooting for Outlook Express mail problem for Outgoing mail (SMTP) and Incoming
mail (pop.Imap.Http);
Used sales software (Anti-Virus, online games and others);
Provided billing inquiry and collection information;
Communicated member guidelines clearly and precisely;
Retrieved and recorded information related to Service calls as per procedures;
Assigned contractor calls to be specified contractors, when required;
Used Remedy Service Desk software to receive, log and track all trouble calls and record all actions
taken, up to problem resolution.