James Michael Baldwin146 Rhodes Ave • Toronto, ON • M4L 3A1 647 280 3242 • jamesmichaelbaldwin@gmail.com_____________________________________________________________________________________

ObjectiveI wish to integrate my background as an accomplished customer service relations professional with my experience and training in Information Technology. My official work involvement in the field of IT is increasing, and I have been building and maintaining personal computers and networks for over 15 years, including building and upgrading computers; implementing servers and NAS systems; securing routers and networks; and administering various Windows installations. I have the skills to step in and immediately become a contributing member of an IT team.

_____________________________________________________________________________________SkillsInformation Technology – Computer Use and Maintenance

CompTIA A+ Certified Fully trained on Windows Server 2008 and 2012,

including Active Directory management Administrator-level knowledge of Microsoft Windows 7 and Linux desktop

operating systems Adept at working with other operating systems, including Windows 8,

Windows 10, MacOS Extensive knowledge of full MS Office Suite specializing in detail-oriented

data-intensive work (including Excel, Access, OneNote, Outlook) Skilled at the use of other software including Apache Openoffice Suite,

MySQL, Oracle Database, IBM Notes, Adobe Creative Suite Excel at assembling and upgrading computers, in addition to diagnosing

and solving technical issues on desktop, laptop, and workstation computers

Experienced with the full IMAC process Able to maintain all standard anti-virus/anti-malware software on the

market

Information Technology – Network and Data Security CompTIA Security+ Certified Trained on the concepts of data security in a corporate

setting Experienced at setting up and managing dedicated firewalls Knowledgeable about VPNs, including encryption methods and data

integrity hashing Skilled at subnetting, arranging VLANs, and other security-based network

management principles Able to set up and use virtual servers and computers for patch

management and penetration testing, including the use of VMware, GNS3, Wireshark, Solarwinds, NetStumbler, Ntop, and Metasploit

Experienced training users/clients on security concepts including password complexity, BYOD, phishing and whaling, social engineering, and building security measures

Building on my experience, currently working towards my (ISC)² certification

Interpersonal Able to work well independently or as a member of a team Able to meet deadlines and follow directions Proven track record of positive customer service relationships with

particular and demanding clientele Proven track record maintaining a calm and professional demeanor, even

during stressful situations Always professionally presentable and happy to take on whatever task is

needed

Work History

Canadian Broadcasting Corporation Jan 2016-April 2016PC Support Consultant

Was instrumental in setting up multi-factor authentication on corporate email accounts

Led employee-based training and awareness program regarding cyber-security concepts to promote a strong internal security policy

Instructed users on best practices regarding password protocols, corporate mobile device use, and social engineering responses

Set up corporate mobile phones with Mobile Device Management software and instructed employees on the use of MDM software

Altis HR 2008-2012Administrative Positions

Curated databases and filing systems for Ontario College of Nurses during an office redesign, keeping records organized and functional through a physical move

Managed spreadsheets and organized data for a large presentation at Environics Canada, mining for specific data, applying macros and formulas for both function and presentation, and building graphs and charts

Edited and managed tests and test scores for The Royal College of Dentists, formatting tests and test slides in Word and Powerpoint which included tables, graphics, and pictures

Related Experience

CDI College, Toronto, ON 2014-2015 On-site IT Volunteer

Assisted the IT Instructor with moving workstations within the school Set up workstations for new student use, with domain access and Hyper-V

enabled Helped fellow students to set up GNS3 and Wireshark for further study

purposes at home

Canadian Opera Company 2012-presentBox Office Customer Service Representative

Provided front-line customer service for new and renewing patrons’ subscriptions and their payment plans, ticket exchanges, ticket returns,

single ticket purchases, in addition to answering all manner of questions about performances and facility accommodations.

Curated and maintained an extensive database of operatic patrons, performing patron account merges and separations, cleaning and properly formatting accounts.

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Education

Network Systems Administrator Diploma March 2015

CDI College, Toronto, OntarioIncluded full courses covering CompTIA A+, Network+, Security+, Linux+; Windows 7 Administration; Windows Server 2008 and 2012 administration with Active Directory; Cisco ICND

Masters level Diploma in Operatic Performance May 2010Bachelor of Music Voice Performance May 2004University of Toronto