My Career

PROFESSIONAL EXPERIENCE

2015.08-present: Enterprise Technical Analyst, Content Server/Cloud Production Support (OpenText)

A journey like no other this role has been consistently intense. I began this journey as a Technical Analyst for OpenText's Content Server on the Server Team, focusing on the core functionality and on the somewhat new and integral authentication service, Directory Services. This role proved my hit-the-ground-running spirit and presented me with challenges in both the technical and customer satisfaction aspects of the role as the expectations of large-scale enterprise customers provided significant pressure to succeed with little-to-no formal training. It has been a thrilling and organic experience.

2020.08-present: Enterprise Technical Analyst, Cloud Production Support (OpenText)

This move was at the request of management to better utilize and take advantage of my developer and systems integration skills. I am a member of a strong team from across OpenText, globally, focused on process improvement and building tools that help our technical staff access troubleshooting and administrative functions efficiently. Our first project will likely save frustration and time in excess of 30-60 hours per month of normal use and significantly more during OS patching processes. This is a role I thoroughly enjoy as it satisfies my creative (development), documentation, and helping others/process improvement core drivers in job satisfaction.

We have a long list of work ahead of us and the team is extremely happy to deliver for our peers and management to make the otCloud even more incredible than it already is. It is an opportunity to grow our skills portfolio for each of us.

2019.04-2020.08: Enterprise Technical Analyst, Cloud Production Support (OpenText)

The Cloud Production Support Team doubled in size in 2019, with three members of support migrating to support the increasing demand. We had our work cut out for us as we set about establishing processes, standards within the team, and being the best team I have ever had the pleasure to serve with. My manager, Vikas Bawa, was new to OpenText and has been integral in fostering and encouraging our processes, growing the team by another 3 people and on-boarding the latest hire at the end of March 2020. We remain a very strong team with a mixture of experience and skills that is nearly impossible to disrupt. I am thankful to be a contributor to a global team that are working to improve automation across our environments which include traditional VMWare ESX environments and the newest push to the Google Cloud Platform. I am thankful to have begun training on the GCP tools and environments.

2017.12-2019.04: Enterprise Technical Analyst, Content Server/Client (OpenText)

After nearly three years I moved to a new team to provide some flexibility for members of that team to move on, embracing the challenges of the Client Team to the Content Server product, along with the core product and having a significant advantage from my experience with the Server Team. I excelled in Customer Satisfaction and was a valued member of that team until 2019 when I moved to support the growing Cloud Production Support team.

2015.08-2017.12: Enterprise Technical Analyst, Content Server/Client (OpenText)

My introduction to OpenText was to their Server Team where I supported Content Server with specializations in Directory Services, Tempo Box, Object Importer/Exporter, and Syndication (Remote Cache). This position was exciting and rewarding as Content Server integration services such as the Directory Services integration with Active Directory and LDAP troubleshooting was both a challenge and very interesting across the spectrum of customer implementations.

2014.10-2014.12: Help Desk Analyst (Contract), Information Technology (City of Kitchener)

I was fortunate to spend 2 months in a contract role with the City of Kitchener provided phone-based support to the wonderful staff. It was a great experience in a team setting and one of my best work experiences ever.

2013.01-2014.07: Desktop Support Specialist, Information Technology (Canadian Stock Transfer)

A role of many hats, this role features time-sensitive batch operations facilitating electronic funds transfers, printer maintenance and installation, data-centre visits to assist the network and server administrators, and a very rewarding experience helping the 140 people at the Toronto branch of CST use and leverage their technology on a day-to-day basis. Whether it's configuring new systems, re-furbishing old hardware, upgrading BlackBerry devices (including repairs when possible), and being ever vigilant in protecting the data security of the company and its many clients. I enjoy being the go-to-guy for CST and being able to ensure the staff have what they need to do their jobs. Each day I go home knowing I made someone's day better, and each morning I look forward to the challenges of helping the wonderful people I work with do things a little better.

2009.09-2011.04: I.T. Operations Senior Technical Analyst (Lafarge North America)

In this role I am involved with the development of processes, and tools that aid in delivering technical solutions and software to the end-user, or to aid in the delivery of and reporting on technical support. Working in PHP, VBScript, Microsoft SQL, AutoIT3, VB.NET (minimal), HTML, JavaScript, and with technologies such as WinRAR, Symantec Workflow, Altiris for deployment of software and discovery and tracking of assets. The role is dynamic and keeps me in touch with the user community through special projects that keep the end-users up and running, or ensure they are returned to functionality as quickly as possible.

2006.02-2009.02: Application Developer (TLC Vision Inc.)

Maintenance and support of Linux-based Servers running on VMWare ESX and developing and maintaining business systems built on the Linux/Apache/MySQL/PHP platform.

Recommendations:

"Cameron worked independently on a number of projects – most notably the on-going maintenance and development requirements of an “acquired” legacy LAMP-based system. Being thrown at a new system, with both an unfamiliar setup/configuration, did not stop Cameron from effectively troubleshooting issues that arose after its acquisition, implementing the required changes that on going maintenance demanded, or developing enhancements that improved the system’s performance and ultimately the end-user’s experience."

2003.01-2005.11: Technical/Desktop Support at Toyota Canada Inc.

Working within Implementation Services, supporting the desktop and laptop systems, building and deploying hardware and software. Working within, and appreciating the challenges and needs of, an ITIL-based model, I have more than a decade of high quality technical support and customer service experience and a deep respect for the user's needs and experience.

Recommendations:

"Cameron was an integral part of his team and demonstrated excellent skills at many levels of his job. His contributions ensured his team’s objectives were met in a timely and organized fashion, while maintaining a high level of customer satisfaction."

Rui Pedreiras, Toyota Canada, 2005

"I’ve had the privilege of managing Cameron on several projects over the past 19 years. Cameron has always afforded himself in a professional manner making sure that the client’s issue was not only solved but that they were completely satisfied with the solution. He was able to work through various challenges including implementation of Systems Management Server and many hardware and software roll outs. Each opportunity led to new tools being created by Cameron to help things run smoother and faster, with less manual work being required."

Chantal Gallant, 2009

"During Cameron's service with us I admired him for his many valuable qualities, and regarded him with evermore respect. Although I never had the pleasure of supervising Cameron he is very goal oriented as well as a team player and was keenly devoted to his work, but being a real people person, he was also enjoyable to be around."

Peter Schnitzler, Toyota Canada, 2005

2001.01-2001.05: I.T. Advisor at Paramount Trading, Antigua B.W.I.

Server Support and Management, Windows NT/2000, Exchange 5.5, IIS. Some ASP development.

2000.04-2000.12: Web Developer at Grey Worldwide, Toronto

ASP/Web/SQL Developer

1998.10-2000.04: Paramount Trading, Antigua B.W.I.

Server Support and Management, Windows NT/2000, Exchange 5.5, IIS. Some ASP development.

1997.02-1998.10: Technical Analyst at Molson Breweries

Desktop Support, Security and Documentation. Some tools development.

1990.05-1997.02: Technical Support Analyst at Microsoft Canada

Microsoft Technical Product Support for Windows, Word, Excel, PowerPoint, Project, and some consumer projects.


Experience and personal practices:

  • 20 years experience and strong skills in testing, configuration, implementation, and support of desktop technologies, PCs, peripherals and software in a network environment.

  • 10 years experience in supporting desktop technologies associated with SPOC service desk, demonstrating excellent listening, empathy, patience and initiative using their resourcefulness, strong research skills, and problem solving skills.

  • Extensive knowledge of workstation configuration, and support of desktop PCs, Windows XP operating system, Adobe applications.

  • Service Desk applications such as Remedy, Peoplesoft CRM/HelpDesk and several proprietary systems.

  • Documentation of knowledge of the technologies and issues encountered in desktop installation and use.

  • Excellent organizational and customer service skills.

  • Good interpersonal, oral and written communication skills.

If your company is in need, please see my Career Profile or review either of my Web Developer résumés (PDFs) found here.

About Me:

Life is rarely a neat little existence that one walks through blindly. Life can be tough, surviving is the challenge and the very thing that makes it worth while.

I'm busy, but not too busy for friends or people in need. While much of my time is work or family, I still hope to find time to help others and be a conscientious member of society.

My Hobbies:

Technology, Video games, photography, and graphic arts. My Photos Map - using Google maps