Rabe Gustave Dagbo PMP
IBM / Suncor Energy Inc. Fort McMurray, AB January 2008 – August 2010
Project Coordinator and Technical Support Analyst
- Kiosks Project Coordinator
- Troubleshooting connectivity issues using SAP system to create a ticket or an incident
- Supported internal customers: maintained, troubleshooted, hardwares and peripherals
- Communicated with customers via phone or written correspondence to provide solutions
- IMAC Projects:(Installs, Moves, Add, Changes); Desktops, Monitors, Laptops, Printers
- Followed escalation procedures as needed. Re-imaged new or old desktops or laptops
- Completed, processed, and maintained applicable paperwork and records
DELL Computer Toronto, ON July 2006 - November 2007
Bilingual IT Support Analyst.
- Proficient with DELLserv for ticketing
- Ensured all actions are within the scope of the SLA
- Responded to all tickets supporting Desktop, performed testing of hardware and software
- Following established guidelines, responded to telephone inquiries concerning support
- Documented, installed, resolved and maintained hardware and software problems
Microsoft Toronto, ON October 2003 – June 2006
Bilingual Pre-sales Support Analyst
- Used Clarify for ticketing
· An alyzed processes and provided recommendations to stakeholders
- Recorded, classified and set priority of the incidents and set expectations
- Investigated, diagnosed, resolved or recovered and closed the incidents
- Maintained inventory databases, POS installation and configuration
- Provided information on product licensing, and CSA (Competitive Sales Assistance)
Bell Canada. (Bell ExpressVu ) Toronto, ON July 2001 – October 2003
Bilingual Technical Sales Consultant
- Supported and Configured Internet by satellite
- Supported customer in English and French
- Received customer inquiries and explained the best solutions
- Installation and configuration TCP/IP, DNS, PPP. P0P3, SMTP, and NNTP)
- Helped customers to install and configure Direcpc software and drivers
Technology training Center Inc. Atlanta Georgia US October 1999 - May 2001
IT Trainer & Management teacher.
· Taught proficiently to the people from different backgrounds in using computer systems.
· Responsible for teaching Compaq server such as Prolean series.
· Designed whole curriculum course and the required set-up.
· Determine the course content, course lesson plans, student learning objectives, and student support materials.
· Upgraded Compaq servers (Proliant 3000 and series).
· Taught introduction to Project Management.
Stamco, Chicago IL January 1999 - Jan 2000
Senior Network administrator
· Installed and configure Compaq servers (Proliant series)
· Supported various computer networks.
· Helped customers to configure and install OS.
· Configured Cisco routers and Switches.
Comark Corporate Services Hanover Park, IL November. 1997 to November.1998
System Analyst
· Configured Cisco routers.
· Inventories, recorded the customers feel back.
· Installation and configuration NT 3.51, NT4 workstations and servers.
· Customizing PCs and peripheral equipment based upon the specific business needs of the customers.
· Supervision, compiled reports and support quality initiatives.
· Kept other team members informed and up-to-date regarding project’s progress.
EDUCATION
Master’s in Management Information Systems- NOVA University Florida; USA - 1992
Bachelor of Business Administration (B.A.) UQUAM- Montreal, Quebec Canada -1986
TRAININGS / CERTIFICATION
PMP/PRINCE2/ITIL/MCSE/CCNA/CCIE (Theory)/ASE/A+
-ITIL - Practitioner Incident and Problem Management -Pink Elephant
-PRINCE2 Foundation -APMG
-PRINCE2 Governance
-Microsoft Project 2010
-Primavera P6 Fundamental & Advanced -Emerald Associates
-Six Sigma Yellow Belt
-Bell ExpressVu Business Development program training - Bell Canada
-CSA (Competitive Sales Assistance) Training - Microsoft
-MCE (Managing customers’ Expectations) Training - Microsoft
-CSTS/OSSA/WHMIS/PST–Keyano College - FortMcMurray
-Standard First Aid & CPR /AED Level C - Red Cross
References available upon request