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