This document is a resume for Frank Doyle detailing his experience in technical support roles over 17 years. It outlines his skills in troubleshooting, customer service, and training. His employment history includes roles at IBM, Stantec Consulting, Shaw Cable Systems, Dell Canada, and Convergys Canada providing IT support via phone and remote access to resolve issues with various software, hardware, and networking. He has training and certifications in areas like A+, OS/2, Novell networks, and accounting.

1. Frank Doyle
#101, 8119 – 121 Avenue, Edmonton, AB., T5B 0Y9
Phone (780) 288-4239 Email: fdoyle@shaw.ca
PROFILE SUMMARY
 Resourceful anddetail-oriented
 Skilledproblem-solverandmulti-tasker
SKILLS OVERVIEW
 Extensive knowledgeandexperience inthe technical supportfield.
 Provenanalytical andproblem-solvingskills.
 Extensive experience inprovidingexceptional customerservice.
 Able tomeetdeadlineswithinsettime frames.
EMPLOYMENT HISTORY
IBMCanada Contractor (Kelly Services), HelpdeskAgent Tier 2 Support/Trainer May 2011 – January2016
 ResetpasswordsforAHSclients,providingaccesstoNetcare,PIN,PD,AODTRand otherAHS applications.
 Resetpasswords andunlockuseraccounts usingActive DirectoryServer2008
 ResetpinnumbersforRSA keyFOB’s(Secure Tokens).
 Troubleshootandresolve issuesregardingMSOutlook2010, Lync 2010 andotherMS Office applications.
 Providedtrainingfornew Helpdeskagents.
 Developeducationmaterialsfor instructingnew HelpdeskAgents.
 Diagnose andsetuponsite service forhardware issues.
 Remove virusesandmalware.
 Participatedinthe Windows7rolloutforthe AlbertaHumanServicesMinistry.
 Resolve issuesregardingWindows 7, Javaand InternetExplorer.
 Provide assistance forthe setupof addingnetworkprinters.
 DocumentedcallsusingTivoliServiceDesktopsoftware.
 Configure accesstoemail accountsonMobile Devices (Iphones,Ipads,Blackberries)
 Remote connectedwithcomputersystemstoresolve software issuesorto fulfill service requests.
 Providedafterhourson-call support
Stantec Consulting, Edmonton, AB., Service Desk Analyst February2009 – September2010
 ProvidedsupportforOracle 11i E-BusinessSuitesoftware.
 Creatednetworkaccountsandemail accountsforendusersusingActive DirectoryWindowsServer2003.
 Disablingandenablinguseraccounts
 Configure accesstoemail accountsonBlackberrydevices.
 ProvidedsupportforOffice 2007, Outlook2003, Office XP andAdobe products.
 Resolved network andVPN connection issues.
 CreatedFTPsitesandprovidedsupportforaccessingFTPsites.
 ResetpasswordsusingActive DirectoryServer2003.
 Resetenduserpasswordstothe Oracle 11i E-BusinessSuite software.
 Assistedendusersinmappingtonetworkprintersanddrives.
 Submittedtechnical solutionstothe Stantecknowledge base.
 Providedafterhourson-call support.
 UsedHEAT Helpdesksoftware (FrontrangeSolutions) todocument phone callsandemail requests.
 Remote connectedwithsystems toresolve technical issuesortofulfillservicerequests.

2. Frank Doyle 2
Shaw Cable Systems G.P., Edmonton, AB., Technical Support Representative July 2008 – Nov 2008
 ProvidedinternetandtelevisionsupportforEdmontonarearesidential customers.
 Setupandconfigure digital television terminalsand cable modems.
 Consultedwithunsatisfiedcustomersandprovidedresolutionsfortheircomplaints.
 Setupinternetandemail accessfor Apple andWindowsPC users.
 Documentedphone callsandsetuponsite service.
Dell Canada, Edmonton, AB., Technical Support Representative 2005 – April 2008
 Actedas a work fromhome agent,providingoncall supportforDell businesscustomersinthe United
States.
 Providedoncall technical supportforDell onsite technicianslocatedacrossthe UnitedStates.
 Resolvedhardware andsoftware issues concerningDellOptiplex desktopsystemsandLatitude
notebooks.
 Setuponsite repairsandpartsdispatchto resolve hardware issues.
 Assistedcustomersinreinstalling Windows XPandVista,includingthe necessarysoftware drivers.
 Followupwithcustomerstoensure thattheironsite service ortheirhardware partshave beenreceived.
 GeneratedreportsanddisplayedaPowerPointpresentationforotherteammembers onthe subjectof
performance metrics.
Convergys Canada, Edmonton, AB 2000 – 2005
Call CenterAgent(CCA)
SeniorTechnical Associate,HPPavilionProject
WindowsXP SupportAgent,MicrosoftProject
HighSpeedInternetSupportAgent,ComcastProject
 Documentedphone callsandsetupservicessuchasdispatchingparts,onsite repairorcreate a returnto
depotservice
 Provide assistance toothercall centre agentsregardingtechnical issues,warrantypolicies,andservice
processes.
 ProvidedsupportforComcastHighSpeedInternet,HPPavilioncomputers, andMicrosoftWindowsXP.
 Providedoncall technical supportforothertechnicians(HPAuthorizedService Providerslocatedacross
the UnitedStates).
 HandledescalatedcallsfromunsatisfiedHPcustomersandprovidedsolutions.
 AssistedMicrosoftcustomersinremovingvirusesandspyware fromtheirWindowsXP operatingsystem.
 ResolvedissuesregardingMicrosoft windows updatestoWindowsXP.
 Restore WindowsXPfroma corrupt registry.
 AssistedMicrosoftcustomersincopyingdatafroma corrupt userprofile toanew userprofile within
WindowsXP.
 Resolvedissuesconcerningthe connectiontosecure WebsitesinInternetExplorer (suchasonline bank
websites).
EDUCATION AND SPECIAL TRAINING
 NetworkLearningMasters,Edmonton,AB.,A+Certificate
 IBM EducationandTraining,Edmonton,AB., OS/2LAN Server4.0 AdminICourse,
OS/2 Warp ConnectCourse and IBM ServerTechnical TrainingCourse
 Grant MacEwan University,Edmonton,AB., SettingUpandTroubleshootingaNovell NetworkCourse
 Memorial Universityof Newfoundland,St.John’s,NL.,VariousComputerCourses
 KeyinTechnical College,St.John’s,NL., ComputerStudiesDiploma
 Cabot Institute,St.John’s,NL., AccountingDiploma