It Support Specialist

Ram Binay Ray

IT Support Professional

249-***-**** *********@*****.*** Barrie, Ontario https://www.linkedin.com/in/ram-binay-ray-ba1977257/

Summary

Proactive and detail-oriented IT Support Specialist with hands-on experience in hardware/software troubleshooting, system administration, and user support in fast-paced environments. Skilled in managing ServiceNow ticket queues, navigating similar tickets, and escalating issues to appropriate Level 2/3 support teams. Experienced in maintaining and supporting user hardware including HP laptops/desktops, Ricoh printers, and Logitech video conferencing equipment. Proficient in Active Directory, Microsoft Entra, Microsoft 365 Admin Center, and Exchange (cloud & on-prem) for managing user accounts and permissions. Comfortable acting as remote hands for network and security teams, assisting with equipment such as switches, firewalls, and servers. Adept at supporting Microsoft Authenticator app setup and multi-factor authentication on both iOS and Android devices. Experienced in working within multi-tiered support environments, collaborating via Microsoft Teams to deliver exceptional end-user experiences.

Certification

Windows Server 2022: Install and Configure Active Directory

IT Ticketing System - ServiceNow

ITIL Foundation Certification

CompTIA A+

Microsoft Certified: Azure Fundamental

CCNA (in progress)

Google IT Support Professional Certificate

Google Cybersecurity Certificate

Technical Skills

Ticketing Systems & ITSM: ServiceNow, Jira

Directory Services & Admin: Active Directory, Microsoft Entra, M365 Admin Center, Exchange (on-prem/online)

Systems & Devices: Windows/macOS, iOS/Android, HP laptops/desktops, Ricoh printers, Logitech A/V equipment

Networking: TCP/IP, LAN/WAN, DHCP, DNS, VPN, firewalls, switches, APs

Collaboration Tools: Microsoft Teams (Live Events, Webinars), SharePoint

MDM & Endpoint Mgmt.: Workspace ONE, Intune, Encompass

Security & MFA: Microsoft Authenticator app, policy enforcement

Virtualization & Cloud: VMware, Hyper-V, Azure

Experience

Technical Support Specialist

Stratix Corporation – Remote, Canada Jan 2025-present

Delivered Tier 1 & 2 support for laptops, mobile devices, and enterprise software via ServiceNow

Navigated and resolved support tickets, documented solutions, and improved team workflows

Assisted with software installation and troubleshooting across Windows, macOS, iOS, and Android platforms

Provided remote user support for Microsoft Authenticator/MFA setups

Acted as remote hands for security/network teams, following live instructions to inspect switches/APs/servers

IT/Network Technician

Great River Financial Service Inc., Barrie, Ontario June 2024 -Dec 2024

Supported desktop and network hardware (switches, firewalls, routers); coordinated escalation with network/security

Maintained user hardware and managed access control in collaboration with internal teams

Conducted hardware rollouts, rack maintenance, and user support for conference rooms and offices

Assisted with SAP access issues and routine ticket escalations to L2/L3 support

IT Support Specialist (Co-op)

Kumi Canada Corporation, Bradford, Ontario Jan 2024 – April 2024

Managed Active Directory accounts, access permissions, and workstation setups

Resolved user issues (hardware/network/software) using Jira Service Management

Provided in-person support for A/V equipment and remote desktop troubleshooting

Supervisor

Tim Hortons, Port Severn, Ontario Feb 2023 – Dec 2023

Managed front-line operations and technical POS troubleshooting

Trained team members in basic IT procedures and customer service best practices

Education

Computer system Technician – Networking

Georgian College, Barrie, Ontario Jan 2023- Aug 2024

High School- Mathematics and computer science

National Institute of Science, Nepal 2021- 2022

Projects

IT Infrastructure Audit & Upgrade – Wendy's Locations

Great River Financial Services Inc., Barrie, Ontario June 2024- Aug 2024

Performed network and POS equipment audits, optimized physical IT setups

Assessed security, connectivity, and scalability across branches

Network Rack and IT System Optimization for Lenovo

Great River Financial Services Inc., Barrie, Ontario Aug 2024- Nov 2024

Standardized rack layouts and improved cable management

Coordinated hardware updates for improved uptime and reliability

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