Technical Support Desktop

Nwotaza Tazifor

Phone: 647-***-**** email: *****.*******@*****.***

linkedin.com/in/nwotaza-tazi-1045b42b2

Professional Summary

Experienced IT professional with 6+ years in technical support and service desktop roles, specializing in troubleshooting, system administration, and delivering exceptional customer service. Proficient in network support, Microsoft 365, and managed service provider (MSP) environments. Adept at resolving complex technical issues, maintaining systems, and ensuring client satisfaction. I am seeking to leverage my expertise as a Service Desktop Administrator.

Technical Skills

• Good communication skilled that is Bilingual in English and French

• Strong communication, workload management, and IT troubleshooting skills.

• Team player and independent worker; thrives in challenging environments.

• Discreet, client-focused, and proactive.

• 6+ years as a System Administrator, Desktop Support Engineer, Technical Support Specialist.

• Skilled in system administration, network maintenance, hardware maintenance, Azure cloud.

• Analytical thinker with excellent problem-solving skills. Eager to learn and apply new technologies.

• Exceptional client management and relationship-building abilities.

• Proficient in Microsoft Office Suite Tools (Office 2003, 2007, 2010, 2013, 2016, and Office 365).

Professional Experience

IT Service Desk Specialist

Acceinfo, Thornhill, ON Nov 2022 to present

Handled high volumes of tickets and calls, resolving 80% of client issues on first contact.

Administered Active Directory, including user account management and Group Policy configuration.

Supported Microsoft 365 applications and cloud services, troubleshooting Exchange and Teams issues.

Monitored network alerts, using RMM tools for proactive issue identification and resolution.

Documented technical solutions, ensuring accuracy and accessibility for future reference.

Maintained exceptional client satisfaction rates through clear communication and timely resolutions.

Provided Tier 2 support for escalated hardware, software, and network issues in a fast-paced environment.

Diagnosed and resolved server and workstation issues, including performance and connectivity problems.

Conducted routine maintenance and updates on backup systems and endpoint security solutions.

Created and maintained system documentation, improving team efficiency and knowledge sharing.

Trained end-users on system upgrades, ensuring smooth transitions and minimal disruption.

Have experience to manage google workspace by creating user accounts.

Have experience in using SCCM to remote control viewer computer and other requested.

Good knowledge of SCCM (System Center Configuration Management)

Good knowledge of ticket systems such as (ServiceNow or Jira)

Desktop Support Engineer

Videri Inc. Montreal, QC Sept 2019 to Oct 2022

• Designed network layout and recommended equipment.

• Coordinated with vendors for procurement and internet connection.

• Ensured 24/7 connectivity via Barracuda SSL VPN.

• Timely resolution of issues. Provided real-time support for user computers.

• Secured mail and application servers with firewalls and security suites.

• Assembled and installed desktop PCs and operating systems.

• Deployed and maintained mail servers, DHCP servers, and modems (Google G Suite).

• Managed LAN, WLAN, VLAN, VPN, Active Directory.

• Deployed video conferencing (BlueJeans conferencing tool, Skype for Business).

• Ensured proper functioning of all equipment (hardware and software).

• Produced network productivity and issue reports for management.

• Managed system administration, networking, and hardware maintenance.

• Installed, updated, and patched Windows OS.

• Installed Microsoft Office 2013 and 2016. Migrated from Windows 7 to Windows 10.

• Deployed antivirus solutions (Norton, Kaspersky, Avast, McAfee, Trend Micro).

• Resolved major client issues (login errors, printing problems, connectivity issues).

• Managed servers and controlled access to critical resources.

IT Support Technician

Mobile Telecommunication Network, Montreal, QC Feb 2017 – Dec 2019

Fully bilingual (English and French) working environment.

Utilize remote support tools to resolve IT issues.

Communicate with clients and Members of Parliament to diagnose and solve technical issues.

Provide step-by-step instructions and backup solutions (on-prem and cloud).

Conduct training sessions for new hardware/software products.

Access manuals to assist users with software/hardware.

Maintain detailed logs of client problems, solutions, and satisfaction using ticketing tools like Axions Assist/SN and incident management tools such as Assyst and ServiceNow.

Collaborate with other Technical Support Specialists on complex issues.

Offer 24/7 support via phone and remote connections.

Support Windows 10/11 OS, Entrust Intelligence software, Azure, and Microsoft Office suite (2016, Office 365).

Research, analyze new IM/IT technologies & trends. Procure, configure, and install specialized computer hardware.

Troubleshoot & support Android/iOS smartphones, desktops, laptops, printers, and IT peripherals.

Provide technical support for Microsoft Teams Room (MTR), Cloud Video Interop (CVI), and video-conferencing systems.

SCRUM MASTER

USAA Federal Savings Bank – San Antonio, Texas. Jan 2016 – Jan 2017

Ensure that user stories and tasks are well refined, and team is clear on the business needs.

Facilitated development team in playing Planning Poker to help the team define story points for user stories during Sprint planning.

Assisted Product Owner in converting Epics into smaller user stories.

Organized and facilitated Sprint planning, Daily Stand-ups, Sprint Reviews/Demos, Sprint Retrospectives and other Scrum related meetings.

Extensively applied the best use of JIRA’s features in keeping track of user stories, task and progress of the work through tracking the velocity and capacity of the team, also constantly monitored Burndown and Burnup charts for evaluation.

Used Jira Software and Confluence together to organize software documentation in one place, collaborate more effectively, and ship projects faster.

Constantly monitored development work, Spike, Technical Debts and worked on removing impediments to improve the team’s performance.

Ensured Agile/Scrum processes are implemented effectively and provided coaching and training at the level of the team, department and company to maximize its benefits.

Identified and remove impediments; preventing distractions that interfere with the ability of the teams to deliver the Sprint goal; facilitated discussion and conflict resolution.

Ensured the development team practice the core Agile values and principles so that the team can move towards becoming self-organized and self-managed team.

Managed a team of onshore and offshore test automation engineers in an Agile development environment.

Conducted User Acceptance Testing (UAT) after each sprint and after every major milestone (Production release).

Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.

Assisted product management team in maintaining tactical control of project budgets and timelines to keep teams on-task and achieve schedule targets.

Analyzed projects to determine resource requirements and procurement of necessary equipment and software.

Education

Seneca College Toronto: Ontario Diploma in Software QA and Testing Analyst

Seneca College Toronto: Senecal certificate of completion in Data Base Administrator (DBA)

University of Douala Cameroon: Bachelor’s degree in computer science and information technology.

Certificate of Systems Administration (French/English) - Ministry of Vocational Training, Yaoundé, Cameroon

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