1. Werner G. Schaffhauser 8809 Foucher
Montréal (Québec)
H2M 1V4 Canada
(514) 813 1681
https://ca.linkedin.com/in/wernerschaffhauser w.schaffhauser@outlook.com
Page 1 of 3
SENIOR IT SPECIALIST
Innovative, results-oriented, trilingual professional, experienced in systems analysis, network
management, database management, with expertise in the phone and email support of multiple
fortune 500 companies. Hands-on experience in remote desktop support and developing a complex
knowledge base with integration into the BMC Remedy and similar systems. Possesses excellent
analytical and communication skills. Decisive, hard-working, and results-oriented with a proven
track record in the establishment of estimates, schedules and project plans. Capable of working
independently or as part of a multi-disciplinary team. Skilled at driving projects from concept to
production. Outstanding talent in assessing client’s needs, to inspire confidence and increase
customer satisfaction. Recognized problem solver.
 Canadian Secret level 2 security clearance (incl. ITAR) valid until 2022
 Entrepreneurial thinking
 Comfortable working in a challenging and fast paced setting, where flexibility and
adaptability is not an asset, but a prerequisite.
TECHNICAL SKILLS
OS: Win NT / XP Pro / 7 / 8 / 8.1 / 10
Server NT/2000/2003, LINUX
Network: DHCP Client/Server, Analysis of Security Alerts, Routers,
Switches, Hubs, Disaster Recovery, Novell, LANtastic
Internet: HTTP / HTTPS, SSL, TCP/IP, Java
Mail Platforms: Outlook, MS-Exchange, Lotus Notes, Eudora
Databases: MS-SQL, Transact-SQL, MS Access, RDBMS, CRM, MariaDB
(MySQL)
Software / Tools: COBOL, BMC-Remedy, USD (United Service Desk), VMWare,
RSA user management
Additional: Netopia Routers, BrightStor ARCserv Backup, Symantec
Firewall Appliance, Service Delivery, SLAs
PROFESSIONAL EXPERIENCE
CSC, Montréal, Québec 2006 – 2015
Helpdesk Analyst
Member of several teams (up to 7 simultaneously) providing IT-Support to users in the
German and English language for accounts belonging to multiple Fortune 500 companies
in the EMEA (Europe, Middle East and Africa) and NA (North-America) regions.
 Obtained Canadian Secret, ITAR and Confidential Clearance for some of these accounts,
valid until 2022
 Became SME (Subject Matter Expert) for several of these accounts
 Received regular commendations from my customers for providing outstanding support
 Profound knowledge of different versions of USD (Unified Service Desk) and BMC Remedy
 Created, updated and maintained KT (Knowledge Base) articles

2. Werner G. Schaffhauser (514) 813 1681
https://ca.linkedin.com/in/wernerschaffhauser w.schaffhauser@outlook.com
Page 2 of 3
 Regularly trained new agents of the support teams for several of these accounts
 Managed all FEMs (Front End Messages) for the Phone system for the accounts that I
supported
 Provided German to English to German translation
BestBuy for Business Direct Resellers Channel (DRC), Montréal, Québec 2006 –2006
Technical Support Rep
 Main contact for MS Point of Sales systems, provided IT related support for Sales reps,
Business Technology Consultants and Geek Squad agents in Canada and the USA.
 Created and provided a centralized Point of service for all POS related questions and
equipment testing, including training of other agents.
 Increased sales and margin of sales for POS systems by providing direct sales support for
Sales reps and Business Technology Consultants through conference calls with potential
customers and with written materials for several backup and extension options to provide
opportunities to up-sell. (Up-sell options amounted to as much as 85% of the original
bundle price.).
 Increased customer satisfaction by providing a central point for post-sales support with
effective inter-agent communication, escalation and follow up where appropriate.
Outbound Business Pro 2006 - 2006
 IT related sales to the States of Ohio, Maine, North and South Carolina and the Virginias.
Progressive Technologies, St. Laurent, Québec
Independent electronics distributor
1999 - 2005
IT Manager and Sales
 Organizing an effective and centralized IT Dept. for the main office and its branches
 Network and Security Administration in Montreal, Beverly Mass., USA and Orleans,
France using Web (Modem – ISDN – DSL), Netopia routers and Symantec Firewall
Appliance and Software
 Highly improved IT services for the branch offices
 Project Manager position in Database Front–End development and DB design
 Improved usability and effectiveness of MS-SQL Database Front–End
 Created detailed user guides for MS-SQL Database Front–End and Symantec Act!, which
had been tailored to the needs of the electronic broker industry (in-house programming)
 General Hardware upgrades, replacements and additional purchases (Compaq Proliant
Servers and Desktops, Routers, Switches, Hubs, etc.)
 Increase overall sales through new ways of marketing (Online marketing, OEM XS mailing
lists, etc.)
 Software training and support when required
 Increase of customer satisfaction
International Marketing / Account Manager 1997 - 1999
 Assessed and developed the German speaking markets (Germany, Austria and
Switzerland) for electronic parts distribution in Europe and started to take responsibilities
in IT.

3. Werner G. Schaffhauser (514) 813 1681
https://ca.linkedin.com/in/wernerschaffhauser w.schaffhauser@outlook.com
Page 3 of 3
EDUCATION AND COURSES
Martin–Luther–School Stuttgart, Germany
Computer Studies and Management Training
(Datenverarbeitungskaufmann) – including
industrial training at MEYER & STARK, EDV–
Beratung, Hamburg, Germany
BFW, Hamburg, Germany
Final examination Chamber of Commerce, Hamburg,
Germany
Combined Diploma in COBOL and Assembler–
Programming
BFW, Hamburg, Germany
Computer Studies in RPG II and Assembler on
IBM Systems /36, /38 and AS400
(Programmer Analyst,
Organisationsprogrammierer)
GfD, Hamburg, Germany
Language courses
French: Level 1 and 2
French: Level 3 to 6
Concordia University, Montréal, Québec
1995 / 1996
Centre Yves-Thériault, Montréal, Qc.
Jan. to Aug. 2016
Visual Basic Courses: 420–TAK–04,
420–TAJ–04 and 420–TAL–04
Herzing Institute, Montréal, Quebec
Online Course “Teach yourself COBOL in 21
days (plus 6 Bonus Days)” vers. 2, by Mo
Budlong. All exercises run on the GnuCOBOL
compiler 2.0, in Terminal sessions, on an
Ubuntu 15.04 LINUX environment
Offered online by the Universitas Negeri
Semarang, (State University of
Semarang), Indonesia.
Self-study, Oct. 2015, Montreal, Canada,
as a refresher.
Ongoing Education / Online Courses:
“Basic GNU/Linux” and “GNU/Linux
Advanced” at the FTA (Free Technology
Academy)
A joint project of the Universitat Oberta de
Catalunya (UOC), Barcelona, the Open
University of the Netherlands, Amsterdam
and the University of Agder, Norway,
Self-study, Oct. / Nov 2015, Montreal Qc.
COMMUNITY ACTIVITIES
Boomerang Connexion Security (BCS) Montréal, Québec (Volunteer work) 1996 – 1997
 Web–site designing and programming
 Basic Network maintenance (LANtastic Vers. 5)
 Design and implementation of a combined Network (LANtastic ver. 6.01, WfW 3.11 )
 Fundraising for Hard and Software
LANGUAGES
German, English, French
Extensive German to English translation for the Fashion Portal dad-online.de (Deutscher Analyse
Dienst, in 2012 – 2014.