STEPHANIE REISZ
416-830-0831
stephaniemottreisz@gmail.com
Help Desk / Technical Support
Over 15 years of experience in technical support.
Solid experience in troubleshooting problems remotely and in person, by telephone, email
and with remote tools i.e. MS Teams, Quick Assist, Google Meet, Citrix, Terminal Services,
Remote Assistance, UltraVNC, LogMeIn, TeamViewer and PC Anywhere.
Excellent communication and interpersonal skills.
CERTIFICATIONS AND EDUCATION
Microsoft Systems Certifications : MCP, MCSA, MCSE (W2K),
MCDST (XP), MCITP (Enterprise Desktop Support Technician), MCTS (Vista).
Microsoft Office Specialist: MOS (2003)
CompTIA Certification : A+ Service Technician, Linux
+, System Support Specialist
Google: Google Apps Administrator Fundamentals (2015)
Toronto Metropolitan University
Networking Technologies Using Windows 2000 Advanced Training - 2003
CAREER HISTORY
Peel District School Board - 2007 to Present
Technical Support Specialist
• Support issues with computers running Windows, OSX, iOS, Chrome, Android, Linux Ubuntu, and Novell SUSE Linux
servers, Active Directory and Novell eDirectory networks, all public and high
school software packages, Deep Freeze, MS Office, HEAT software to create and edit client issues
tickets.
• Use telnet and ssh to access Linux servers and enable ports brought
down by storm control.
• Support Second Level with testing of images and programs under various
student/staff configurations. Liaise between Field Reps and Second Level support.
• Create and edit eDirectory user profiles, groups, printers, driver
store, applications.
• Troubleshoot file share and application rights issues.
• Test Hardware and recommend purchases.
IBM Canada / Kelly Services - 2004 to 2007
Customer Service Analyst - End User Services
Exelon Corporation Account
• Support issues from clients using Windows 2000 / XP computers, Windows
/ Unix servers, Active Directory and Novell networks, MS Office, client specific
Mainframe applications, remote takeover of desktops using Microsoft SMS. Takeover
IBM computers and Exelon servers via Citrix and VNC. Ensure correct standards
for Sarbanes/Oxley requests (ID, Fileshare, Administrative rights, etc.) are
being met.
• Trainer – Train new hires and facilitate training of all account
analysts on new or updated protocols. Create and update training documents,
Update Knowledgebase.
• Aux Monitor – Establish and maintain queues for breaks and lunch
times.
• Customer Satisfaction – Investigate dissatisfied surveys, contact
clients and listen to recording of calls, identify breakdown of communication
or protocol. Correct errors and retrain specific analysts, refresh all analysts
if needed or begin process of changing protocol.
• Backup Control Desk and Email Focal – Engage second level support
of escalated issues including outages, issues from executives or large accounts.
Ensure emails are distributed and answered within times allotted by the Service
Level Agreements.
Microsoft Canada / Volt Personnel - 2004
Performance Support Engineer (contract)
• Telephone support for clients ranging from individuals to multinational
corporations.
• Backup telephone support issues for Microsoft Bangalore, India.
• Support issues from clients using Microsoft Windows XP / 2003 and
all prior versions with a focus on the operating system and internet explorer.
• Completed Microsoft’s in-house training. Used Pro-SOAP ticketing
software, Microsoft’s internal and user knowledgebases, MPS Reports
(Microsoft’s Product Support’s Reporting tool).
RELEVANT EXPERIENCE
Network Administration
• Maintain, troubleshoot and administer the use of local area networks
(LANs), wide area networks (WANs), computer workstations and peripheral equipment.
• Call centre and deskside technical support. Call centre knowledgebase
editor, account trainer, email focal, control desk backup (escalations, outages,
executive alerts).
• Create, configure and troubleshoot Microsoft Active Directory Users and Computers, Print Management, Novell eDirectory Users, Groups,
Memberships, Applications, etc.
Technical Support
• Install, configure, troubleshoot and instruct end users in the use
of software.
• Troubleshoot computer hardware including PCs, routers, UPS, printers,
etc.
Documentation
• Collect, organize and maintain knowledgebase documents, problem and
solutions logs for use by other technical support analysts and end users.
Employee Training
• Trained new hires.
• Create and update training protocols, procedure manuals, presentations,
documents and logs.
TECHNICAL SUMMARY
Operating Systems = Windows 11 / 10 / 8.1 / 7, iOS, OSX,
Chromium, Android, Ubuntu, SUSE Linux
Application Suites = MS Office 365 & 2013 (Word, Access, Excel, Outlook,
PowerPoint), Google Docs, Open Office
Networking = Windows Active Directory, Novell eDirectory
Software = Firewall, Spyware, Popup Blockers, Anti-Virus, Outlook, MS Edge, Google Chrome,
Mozilla Firefox, Brave Browser, Adobe Acrobat, FTP.
Tools = Tivoli TSD, Soap, Heat, MS and IBM Knowledge Bases.
