Michael Cole is an IT professional with over 15 years of experience in network support and providing level 1 and 2 technical support. He has extensive experience working with Windows, Linux, and Unix platforms as well as hardware, networking, backup software, and monitoring systems. Some of his key responsibilities have included patching servers, troubleshooting issues, managing backups, and assisting other team members.

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++