Jeffrey Toniolo

Past

Technical Lead, Desktop Support at Aviva Canada
PC/LAN Analyst at Aviva Canada Inc.
IT Support Analyst at IBM Canada Inc.

Sole Proprietor at Innovative Technology Management (Sole Proprietorship)
Production Control Analyst at Emergis Inc.

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Education

Seneca College of Applied Arts and Technology

Recommended

21 people have recommended Jeffrey

Connections

133 connections

Industry

Information Technology and Services

Jeffrey Toniolo’s Summary

Support Technician, Application Developer and Database Administrator in a wide variety of business applications. Particularly interested in client/server and relational database design using Oracle, and MS-SQL Server. Experience supporting Windows and Solaris evironments; and supporting custom applications.

Jeffrey Toniolo’s Specialties:

MS SQL Server; T-SQL; ANSI SQL; VB 6 & .Net; Windows 3.1 to 2003; IBM, Dell and HP (Proliant) hardware; CCNA; ITIL Foundations

Jeffrey Toniolo’s Experience

Technical Lead, Desktop Support

Aviva Canada

(Public Company; AV; Insurance industry)

January 2007 — June 2009 (2 years 6 months)

- Managed a team of 10 desktop support analysts and 2 voice (PBX) analysts.
- Managed resources and performance of desktop deliverables such as the client encryption deployment project using various tools, including MS Sharepoint 2007 which had been recently deployed.
- Promoted from PC/LAN Analyst to acting lead within 5 months of starting.
- Developed a Visual Basic.Net and MS SQL 2005-based system, following Agile Development methodologies, which facilitated the integration of HR, Finance and IT records, resulting in efficient, accurate and effective reporting on employee and departmental costs for Telephony and Print/Copy/Fax services within the organization.
- Created clear, complete and concise technical documentation for the above mentioned software allowing for a smooth transition to the team who assumed support once the application was promoted to production.
- Developed tool using MS Excel and VBA for collecting and uploading information to the MS SQL backend database. The design allowed for the tool to be executed on any PC within the organization without installing additional software.
- Optimized manual inventory of PC assets by creating a plan using MS Project and took advantage of the inventory tool which reduced the time spent from months to just over one week and increased accuracy to nearly 100% by eliminating the need to key in data from hand-written notes.
- Executed effective workload management of desk-side support by designing new and improving existing real-time reporting.
- Created various reports using Crystal Reports to more clearly demonstrate volume of work and performance providing management with a better understanding of team workloads.
PC/LAN Analyst

Aviva Canada Inc.

(Public Company; 1001-5000 employees; Insurance industry)

August 2006 — January 2007 (6 months)

- Enabled colleagues to perform additional tasks quickly and efficiently by producing clear and concise process documentation
- Identified gaps in existing technical processes and made necessary corrections
- Provided 2nd level support for all PC related hardware and software in a large campus within a team environment
IT Support Analyst

IBM Canada Inc.

(Public Company; 10,001 or more employees; Information Technology and Services industry)

November 2005 — August 2006 (10 months)

- Improved customer satisfaction by understanding complaints and proposing effective solutions
- Discovered and documented solutions and procedures for a new service desk client transitioning to IBM
- Answered technical and non-technical calls at a corporate service desk for a large multi-national client, providing first line support in English and French
- Provided training to new bilingual analysts
Sole Proprietor
Innovative Technology Management (Sole Proprietorship)

(Sole Proprietorship; Myself Only; Information Technology and Services industry)

January 2002 — November 2005 (3 years 11 months)

- Improved the reliability of client systems and networks by implementing the correct solution according to industry best practices, primarily on the Microsoft Windows Small Business Server platform
- Assisted clients in reducing overhead costs by implementing electronic facsimile and e-mail systems, thereby reducing the cost of consumables and by creating a more efficient means of communication
- Protected valuable client data and systems from malicious attack and accidental loss by implementing Norton Antivirus Corporate; file, database and mail backups; and various firewall solutions
Production Control Analyst

Emergis Inc.

(Public Company; EME; Information Technology and Services industry)

July 2000 — November 2002 (2 years 5 months)

- Provided a single point of contact for Service Managers, Client Managers and Developers on operational issues and new projects
- Provided tier 2 support for Sun Solaris, Windows NT 4 and Windows 2000 server platforms, in addition to a complex network environment, including troubleshooting of CheckPoint Firewall 1.
- Supported cross-platform web-based production applications with Oracle and MS SQL backend. Due to cross platform requirements, the primary syntax used was ANSI SQL.
- Assured quick recovery of system failures through preliminary troubleshooting and by coordinating the efforts of various support groups
- Worked in a team to produce a full-featured, web-based Change Management system, which contributed to our ability to implement a large volume of changes, while maintaining the stability of the Production and Staging environments and exceed the 99.98% uptime SLAs.
- Participated in the development of internal, web-based Knowledge Management tool, WebOps which acted as a document repository for the 24 x 7 shift team’s procedures and batch job scheduling.
- Increased efficiency and reliability of day-to-day operations by automating repetitive tasks, using a combination of Visual Basic, Microsoft SQL, CMD scripting, freeing up time for documentation and cross-training
- Assured effectiveness of 24/7 shift staff by authoring clear and concise documentation of daily batch processing procedures