Help Desk Technical Support

Collin Lungo

Ottawa, Ontario 613-***-**** 613-***-**** ********@*****.***

Client-centric Leader in Technical Support Services with 15+ years of experience providing technical expertise regarding calls or requests to the IT Service Desk for support and resolution of issues and problems encountered with technologies. Deliver telephone and email support and guidance, as well as online distance troubleshooting, diagnosis of problems, and the application of corrective measures.

Professional Experience

Commission For Complaints Of Telecom-Television Service Ottawa, Ontario

IT Service Desk Technician March 2023 – September 2023

●Provide advanced technical support for 250 end-users, resolving hardware, software, and networks

Issues.

●Implement and manage system upgrades and migrations, ensuring minimal downtime and disruption.

●Develop and maintain documentation for IT procedures, policies, and best practices.

delegating responsibilities to team members, and providing status to 30+ supervisors and clients

●Collaborate with other departments to identify and address technical needs and improvements.

●Established strong working relationships with internal stakeholders to improve overall IT service delivery, resulting in a 10% increase in productivity and efficiency across support teams.

Huawei Technologies Canada Co Ottawa, Ontario

IT Engineer Support, Quality & Control Department June 2015 – December 2022

●Provide independent support of computer hardware, PC builds, software, and peripherals, managing

technology obsolescence for mining clients and 2nd level support to Help Desk for PC and laptop issues

●Support 600+ data and communication networks, including wiring and related

software/hardware upgrades, modifications, replacements, and troubleshooting with corporate IT

●Develop guidelines and provide effective planning, communication, and training for mining personnel,

delegating responsibilities to team members, and providing status to 30+ supervisors and clients

●Assist in onboarding 250+ new staff members by providing appropriate IT equipment and software

as per project requirements

●Assign and prep remote systems for use (systems logged in IT asset tracker), review for accuracy

●Conduct account password resets or account unlocks via Local AD or Azure AD (Active Directory)

●Optimistic, pro-active, team player streamlining regional and office network implementation and

maintenance to ensure compliance

Health Canada Ottawa, Ontario

System Administrator November 2014 - June 2015

●Partnered with 15+ team leads to streamline the deployment process for Health Canada employees

●Configured, supported, and performed routine maintenance of hardware and software for desktops

●Prepared and imaged baseline software, added the computer to the Health Canada domain server and

activated license; built and deployed computers, laptops, and docking stations

●Worked with the client and the computer service technician to analyze customer issues, studying existing

requirement, gathering information and data, completing installation, and performing tests

●Troubleshot 800+ computer and printer problems provided LAN/VPN support, and managed

records of 900+ client inquiries, from initial call to incident resolution

Department of National Defense Ottawa, Ontario

Service Desk Analyst September 2014 - November 2014

●Offered telephone support for all clients and users, changed and set user accounts and passwords

●Monitored store activities including program stats and inventory

●Executed phone support to the on-site and off-site customers (average of 200 help desk calls and emails daily)

as a team of 5 analysts

●Propelled success using an assist ticketing system and Remedy ticketing system for 3 months

●Supported password reset in SAP, AS 400, and network access (using Lighthouse- Identity Manager)

●Supported users in Windows XP operating systems and Windows 7 operating systems

City Ottawa, Nova Network Ottawa, Ontario

Service Desk Analyst January 2014 - September 2014

●Located client and computer or laptop, then installing and maintaining the Windows 7 upgrade

●Worked in a team environment to maintain and monitor Windows 7 by installing and

maintaining software like MS Office 2007, 2010, Bentley, and AutoCAD to improve system performance

●Scanned and backed up the client account for critical, sitting, and important files to provide timely and

reliable system administration

●OS and Software Imaging and Installation, installing the required software and launching once to ensure

software opened without error

●Ensured other peripherals such as scanners or dual monitors (upgrades) are installed and configured,

and monitored for user issues; maintained the hardware by providing user assistance when required

Additional Experience

Smart Technology I.T. Support - Help Desk Service Analyst

Core Competencies

Performance Optimization, Continuous Process Improvement, Training & Development, Information Technology, Stakeholder Relationships, Human Resources Operations, Employee Engagement, People Management, Strategic Leadership, Diversity, Equity, & Inclusion

Technical Skills

Operation Systems: Windows 95/98/2000, XP, Vista and Windows 7, 10 and 11, Windows Server

Applications: Microsoft 365, MS Teams, MS Exchange, MS SharePoint, MS Office, Access, PowerPoint, WordPerfect, Antivirus, Norton Utilities, MS

Explorer, Microsoft Server 2008

Hardware: PC Support, laptop support, Mac, MacBook, Mac Mini, Office Equipment, MS

Terminal server, Router, Peripheral, Switches, Hubs

Additional Qualifications

●Familiar with WAN technologies, corporate-level network architecture, and data communications such as

Frame Relay, PPP, and MPLS

●Proficient in routing protocols and configurations, such as BGP, OSPF

●Familiar with Huawei routers

●Familiar with LAN technologies, building-level LAN architecture

●Proficient in common LAN protocols and configurations, such as VLAN, STP, etc.

●Familiar with Huawei switches

●Familiar with Windows server systems, AD (Active Directory), DNS, DHCP, Web server, SQL server

●Familiar with Azure Active Directory, PDQ Deploy, PDQ Inventory, Jira Service Management, Azure Dk

●Proficient in server troubleshooting and maintenance

●Knows disk arrays, SAN/NAS storage

●Skillful in IT infrastructure items, such as server room facilities, structure cabling system, UPS, door

access control/CCTV, air conditioning, etc.

●Skillful in laptop/desktop, OS, and office software troubleshooting and maintenance.

●WAN/LAN/Voice solution design, network equipment configurations and deployment, network system

troubleshooting and health checking

●Environment: Windows 7, 10 and 11, Linux, Mac, Cloud, MS Office 2007,2013 and 2016, Spec,

eSpace, Access, Lotus Note, Windows Server installation, support, and troubleshooting

Education/Certifications

Mechanical Engineering Degree, Carleton University

Cybersecurity Degree, Herzing College Ending in Aug 2025

Certifications

CompTIA A+

CompTIA Network+

ITIL Foundation Certification

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