David Long 416-892-8077

Toronto, Ontario [email protected]

Network Administrator / Client Support

A highly qualified IT network administrator and client support professional with 18 years of broad experience in
technical and project management with incrementally increasing responsibility. I have supported clients in a variety of
industries such as government, financial and manufacturing, at all levels, from reception to C-Suite. A big believer in life-
long learning, my technical skills go way beyond troubleshooting and IMAC, I have always kept up to date with Network
administration (Windows and Linux) and networking (Cisco) and scripting. …and sailing, guitar, Thai cooking, scuba
diving, whatever occurs to me to take on next.

Skills and Proficiencies

 CCNA  SCCM  Customer Service, IT Helpdesk
 SolarWinds  VMWare and Hyper-V  Linux (CentOS, Ubuntu)
 MS Exchange Server  Firewall and Anti-Virus  MS Active Directory, Group Policy
 TCP/IP, DNS, DHCP  Backup and Recovery  Training and Mentoring
 VPN, remote access  Project Management  Website Support, IIS
 PowerShell  MS Server MSCA  MS Office 2016 and Office 365 on Azure
 SQL and SQL Server  Android and iOS Devices  ServiceNow and Remedy

Government of Canada Reliability clearance

Professional Experience

Nvidia, Toronto
June 2022 – December 2022

Technical Support Engineer (Contract)

 technical support for all Nvidia staff in Canada (100-150 users)

 required knowledge of MS Windows, Linux and Mac systems
 required gathering information from users directly, using remote control (MS Teams and VNC/RDP), reading and
interpreting log files
 responsible for purchasing, imaging, deployment, inventory and de-commissioning of all hardware
 my most commonly used apps were ServiceNow, MS Teams, MS Intune, Coupa
 most commonly supported apps were Microsoft MFA, Cisco VPN, virtual machine solutions (Hyper-V, VirtualBox)
 a lot of hardware support, from laptops to high-end towers (64-128 GB mem, $2000 GPU, liquid-cooled)

Infosys, Toronto
January 2022 – April 2022

Specialized Software Support (Contract, employee was on Pat Leave)

 filled in for three months to support their proprietary software

 I had a week to get up to get up to speed on their product (included SQL, LDAP and VBScript)
 customer service and satisfaction were paramount
David Long Resume, Page 2

Quest Software, remote

JULY 2021 – DECEMBER 2021

Enterprise Technical Support Advisor

 leveraged knowledge of Microsoft enterprise infrastructure (mainly domains/trusts within Active Directory) to
analyse potential network issues
 used and modified SQL scripts and SQL diagnosing tools to diagnose issues with SQL servers
 diagnosed potential issues at the server level (MS Server 2008, MS Server 2012, MS Server 2016, MS Server 2019)
 used PowerShell for larger-scale changes
 researched software/solutions on an Azure platform

Mercedes-Benz, Toronto
JAN 2021 – MARCH 2021

NETWORK ADMINISTRATOR (CONTRACT)

 provide 2nd level support for their IT help desk
 manage their Group Policy Object (GPO)
 manage their Active Directory (LDAP)
 report with Crystal Reports
 prepare applications for SCCM deployment

SUNNYBROOK HOSPITAL, Toronto

NOVEMBER 2020 – D ECEMBER 2020

WINDOWS 7 TO WINDOWS 10 MIGRATION SPECIALIST (CONTRACT)

 started by taking a survey of the client’s applications, backing up their profile and the computer configuration
 installed Windows 10 over the network (PXE boot and SCCM), and upgraded the hardware memory (desktop,
laptop, or thin client)
 kept track of all inventory changes as I upgraded computers
 performed any technical support related to the upgrade, from missing access to any application incompatibilities
 was a resource for other team members, through escalating any issues that need attention and sharing any
solutions to problems that resolve myself

JONES LANG LASALLE, Toronto

SEPTEMBER 2019 – M ARCH 2020

PROJECT SPECIALIST / DESK-SIDE SUPPORT (CONTRACT)

 organized and executed a project to replace aging laptop and mobile devices across Canada, assigned new
laptops to users, built them to spec using SCCM, and then liaised with every user and made sure that they had a
seamless transition to their new computer, with all needs met with minimal disruption
 made sure that all standards regarding record-keeping, reporting, security, inventory and client satisfaction were
kept, higher than the organization’s requirements, as work alone with minimal supervision
 dealt with all technical support issues related to the upgrades, and miscellaneous support issues in the office was
situated in (~40 users)
 supported all users across Canada on any Help Desk issues they may have had
 issued and troubleshot mobile Android and iOS devices kept track of all inventory that I received/issued
David Long Resume, Page 3

CASSELS, BROCK AND BLACKWELL LLP, TORONTO, CALGARY AND VANCOUVER

MAY 2019 – JULY 2019

WINDOWS 7 TO WINDOWS 10 MIGRATION SPECIALIST (CONTRACT)

 received PCs and laptops that have a generic Windows 10 image installed through SCCM and customize it for the
end user
 ensured that all required software and hardware is installed and functional
 configured all user settings and customizations and resolve any technical issues before the user logs

CIBC BANK, Toronto

JANUARY 2019 - APRIL 2019

WINDOWS 7 TO WINDOWS 10 MIGRATION SPECIALIST (CONTRACT)

 met with the client and explain the need for the upgrade, and identify their application and hardware needs
 backed up any local profiles for users of the machine
 installed Windows 10 on an equivalent, approved replacement computer with all required applications, using the
Operating System Deployment (OSD) module of SCCM
 met with the client a second time to replace their computer, making sure their personal data, applications, and
all other access is in place
 took care of any technical issues related to the upgrade, from lost access to any application incompatibilities
 was a resource for other team members, through escalating any issues that need attention and sharing any
solutions to problems that resolve myself
 kept up-to-date records for all workload assigned and performed

ABC GROUP OF COMPANIES, TORONTO

FEBRUARY 2018 – DECEMBER 2018

SYSTEM ADMINISTRATOR
 was a HQ System Administrator of a multi-national corporation responsible for maintaining sites across the globe
and supporting the local IT staff - our organisation used both local installations and Azure and provided
installation and support for both Office365 and email
 did project work to install and design our new ServiceNow help desk system
 administered the new SolarWinds project, the first time our organisation implemented it
 performed network expansions and improvements, mainly the upgrading and adding of additional wireless
access points, the purchasing and replacement of network switches, patching network firmware and replacing
hardware
 wrote documentation for procedures to be used by IT professionals
 did technical support, primarily network connectivity issues regarding the LAN, VPN, intranet/extranet, Webex
tele-conferencing
 performed management of network security assets such as network shares and VPN access
 controlled user access control with Active Directory, Group Policy
Objects and 3rd-party software such as Kaspersky
 administered our servers across the globe, MS Server 2008, 2012, 2016
 administered our local servers on a VMWare host
 configured and monitored Cohesity and Veritas backup products, and Kaspersky anti-virus
 supported user access with mobile devices (Apple and Android)
David Long Resume, Page 4
IT TECHNICAL SUPPORT (CONTRACTING) (via CompuCom, Ranstad and Robert-Half),
Halifax NS, January 2015 - February 2018

Contractor
 performed technical support, primarily project management and troubleshooting, for Nova Scotia Power, the
local power company, I was in the corporate headquarters, approximately 300 users (6 months)
 Doing various IT short-term contracts, mostly installations/moves/repairs, for local recruiters. The longest was for
Bank of Montreal, through CompuCom, doing site moves. (about 3 months total)
 Volunteering for the “Computers for Schools” program, prepping donated PCs (6 months)
 performed some warranty hardware replacement/repairs (HP/IBM) with Windows and Mac computers for
Halifax International Airport (6 jobs, 6 days total)
 Installed routers and switches (Cisco) on contract for the Robert-Half agency. (8 jobs, 8 days total)
 Replacing laptops for Public Service Alliance of Canada claims litigation lawyers. This involved building the new
laptop, arranging a time with the client, moving all of their apps and data to the new laptop, and configuring the
new laptop and apps. (two weeks)

Canada Customs and Revenue, Halifax NS

July 2002 – December 2014

CS-01 COMPUTER SERVICES OFFICER (FULL-TIME)

 on the front-line, 2nd level support for all software/hardware/network troubleshooting issues
 performed any Installations, Moves, Additions or Changes of workstations or software required
 I configured and occasionally troubleshot AD, DNS, DHCP and GPOs as required
 supported Microsoft Exchange 2010, 2013 and Windows Server 2008, and server backups (IBM Tivoli)
 worked on Windows XP and 7 desktops and laptops using VPN and wireless in a ticketed system (BMC Remedy)
 undertook temporary assignments in supervisory roles, as well as coaching term and student employees
 set up tele-conferencing and A/V equipment
 served both Revenue Canada and Canada Border Services (Customs) clients
 supported Blackberry, Android and iOS users and clients on the IT helpdesk, by phone and remotely
 was an original member of the new Access Control group managing access to the system with Active Directory
 participated in the Project Team for special assignments - developed a plan of attack and methodology and then
migrated approximately 1,200 PCs and laptops from Windows XP to Windows 7, using Windows 7 images
 volunteered to help 3rd-level support technicians repair a very critical downed mail server (at the Regional
Management Office), I identified the hardware problem, a failed SCSI card, and continued to step in-and-out of
helping to rebuild and restore the server while continuing to perform 2nd-level duties for the regional office
(approximately 100 users)

Dalhousie University Killam Library, Halifax NS

David Long Resume, Page 5
March 1999 – December 2000

NETWORK ADMINISTRATOR (18-MONTH TERM)

 installed and administered two Novell servers (ver. 4.11 and 5.0)
 installed and administered a Slackware and Red Hat Linux internet server
 administered SCO and Red Hat Linux database servers
 administered Windows peer-to-peer network for printer and file-sharing
 supported access to numerous medical databases the library furnished via LAN
 provided database services to Windows / Mac OS clients in local hospitals
 maintained backups with IBM’s Adstar product
 maintained HTML code and wrote CGI and PERL scripts
 supported over 100 networked users of Windows 3.11 and Win95/98
 engaged 3rd party vendors for the supply and support of hardware and peripherals
 gained some practical experience with PHP and SQL
 gained some practical VMware usage

Department of National Defence, CFB Greenwood

July 1998 – March 1999

NETWORK ADMINISTRATOR (CONTRACT)

 administered a Novell 4.11 server
 administered the GroupWise e-mail system
 maintained backups with Cheyenne’s ArcServe product
 supported over 400 networked users of Windows 3.11 and Win95/98
 maintained security restrictions per Federal Government classifications
 maintained numerous peer-to-peer networks around the military base
 supported all desktop hardware and peripherals

Department of Labour, Halifax NS

1996 – 1998

NETWORK ADMINISTRATOR (CASUAL, IN THREE 6-MONTH TERMS)

 administered a Novell 3.12 server, upgraded it to 4.11
 administered a GroupWise e-mail system
 maintained backups with Cheyenne’s Arcserve product
 administered an OS/2 communication server (Citrix modems)
 administered an NT communication server (replaced OS/2)
 maintained a 500 CD “jukebox” for LAN users
 supported over 100 networked users of Windows 3.11 and Win 95/98
 supported all desktop hardware and peripherals
 set up tele-conferencing and A/V equipment
 maintained voice and data networks and cabling
 did Database programming (FoxPro and Visual Basic)
 did Database administration (OHS Inspections Database)
 prepared reports of requested information for Workmen’s Compensation Board

NovaKnowledge, Halifax NS
1995 – 1996
David Long Resume, Page 6

VOLUNTEER PC REPAIR (6 MONTHS VOLUNTEER)

 repaired PCs and peripherals for redistribution to various non-profit organizations (e.g., schools and libraries)
while attending the Atlantic Computer Institute’s IT program

Education and Training

APPLIED INFORMATION TECHNOLOGY (DIPLOMA, 18 MONTHS)

Atlantic Computer Institute, Halifax NS

CISCO CCNP COURSE

Canadian Institute of Management and Technology (COLLEGE), TORONTO ON

WINDOWS 2013 EXCHANGE COURSE

Canadian Institute of Management and Technology (COLLEGE), TORONTO ON

WINDOWS 2012 MCSE COURSE

Canadian Institute of Management and Technology (COLLEGE), TORONTO ON

ACCELERATED CISCO CCNA

CTC TRAINCANADA, TORONTO ON