Technical Support Help Desk

Profile Summary

Passionate about helping others using effective communication strategies and interpersonal skills. Possess outstanding problem-solving, analytical, and troubleshooting abilities. Highly motivated and reliable, able to work independently or in a team environment. Experienced in configuring, installing, and troubleshooting various devices.

Work Experience

IT Help Desk Nov 2023 – Jan 2024

St. Michael's College, Toronto

●Troubleshoot MS Windows & Office 365, Adobe, desktops, laptops, iPad mobile devices, peripherals, and networking issues

●Provided Audio/Video hardware support in classrooms and Zoom/MS Teams support on devices

●Imaged and configured new laptops as loaners to students

●Assisted students and staff with laptop inquiries, hardware, and login issues

●Administered and managed devices using Microsoft InTune

●Handled ticket resolution using Fresh Service ticketing system

PC Technician Sep 2023 – Sept 2023

Dell Canada, Toronto Aug 2022 – Oct 2022

●Managed the backup and restoration of user profiles, including browser settings and printer configurations, during hardware upgrades

●Deployed new laptops and desktops to users, transferring original files and custom software configurations to maintain user productivity

●Provided onsite support for hardware setup, including monitors and docking stations

●Recorded PC names and serial numbers, obtaining user sign-off to ensure accurate asset tracking and compliance with organizational policies

●Packaged old devices for shipment, contributing to efficient IT asset management and sustainability effort

IT Technical Support Specialist Dec 2016 – Mar 2022

Metrolinx, Toronto

●Offered technical support across a diverse range of applications: telephone, email, chat and remotely using DameWare, TeamViewer and ticketing tool ServiceNow

●Served as a single point of contact support by diagnosing, identifying, and resolving problems.

●Provided MS Teams troubleshooting on user’s devices

●Troubleshoot end-user equipment including laptops, desktops, printers, smartphones, VOIP desk phones, IP Trade Turret phones and VPNs

●Offered mobile devices support for Android & iOS platforms using AirWatch

●Utilized carrier portal (Rogers) to reset user's voicemail password

●Set up new employees with Active Directory accounts, e-mail addresses, network drives and

●Cisco VoIP telephone numbers

●Supported and escalated GO Transit, Union Pearson Express & PRESTO equipment devices

Technical Support Consultant – Hi-Speed Internet Jan 2013 – Jan 2016

Rogers Communications, Toronto

●Provided high quality level of technical support to customers through phone and email demonstrating exceptional customer service

●Consistently praised for communicating effectively with both technical and non-technical users.

●Known for excellent problem-solving skills and patience in dealing with frustrated users

●Diagnosed, performed troubleshooting and resolved technical issues through support on operating systems, internet browsers and email programs: XP, Vista, Windows 7/8/10, Macintosh, Internet Explorer, Outlook Express and all Outlook versions

●Completed a three-month project with the e-chat department for Hi-Speed Internet, by remote assistance troubleshooting Windows and Mac users

Education

Toronto Metropolitan University, Toronto 2010

Bachelor of Commerce in Business Technology Management - Telecommunications and Infrastructure

Humber College, Toronto 2007

Diplomas in Business Administration and Business Management

●First Year Honours Award Recipient

Extra-Curricular Activities

Leaside Volleyball Club, Toronto Aug 2016 – May 2018

Assistant Coach - Under 13 and 14 Girls

Contact this candidate