It Support Specialist

FRANK CANONICO

Oshawa ON

************@*****.*** / 905-***-****

https://www.linkedin.com/in/frank-canonico-6252b8b

SUMMARY

Experienced IT Support Analyst with 20+ years supporting enterprise environments in technical support, ITIL-aligned service delivery, and change enablement. Proven experience coordinating change, incident, and problem management processes using ServiceNow and similar platforms. Skilled in reviewing change records, running CAB meetings, conducting post-implementation reviews (CPIRs), and collaborating across teams to uphold SLA targets and minimize risk. Adept at creating operational documentation, managing stakeholder communications, and driving service improvement in compliance-focused environments.

SKILLS

·Support & Service Tools: ManageEngine ServiceDesk Plus, Confluence, Salesforce, Jira

·Endpoint & Imaging: Microsoft Intune, SCCM, Autopilot, Windows Imaging & Deployment

·Microsoft 365 Platform: SharePoint Online, O365 Admin Portal, Teams, Power Automate, Licensing

·Document & Training: End-User Guides, Knowledge Transfer, 1-on-1 Training

·Development & Automation: PowerShell Scripting, Azure AD Policies

·Soft Skills: Customer Service Excellence, Team Leadership, Effective Communication, Critical Thinking

·AV & Boardroom Tech: Cisco, OTN, Teams, Webinars, Event Tech Planning & Live Support

·Directory & Access: Active Directory, Azure AD, Group Policy, MFA, SSO, AD Self-Service

·Security & VPN: FortiClient VPN, Endpoint Security, Incident Management & Root Cause Analysis

·User Support: Tier 1,2 & 3 Technical Support (Remote/Onsite), Remote Desktop Support, Onboarding

·Additional Tools: SAP Concur, Autodesk Fusion 360, Network Virtualization (VMWare/Hyper-V)

EXPERIENCE

Technical Support / Poll Technician / Elections Ontario 01/2025 - 03/2025

Set up and maintained electronic voting equipment; ensured readiness and security of devices.

Provided rapid troubleshooting and compliance with confidentiality standards.

Reported technical issues and assisted in secure shutdown and vote reporting.

System Administrator / SYNAPTIVE MEDICAL INC. 09/2022 - 02/2024

·Supported onboarding/offboarding and change coordination using ticket-based workflows (ManageEngine ServiceDesk).

·Participated in UAT and infrastructure application testing; documented changes and rollback procedures.

·Collaborated with infrastructure teams on endpoint security deployments and Windows Autopilot configuration changes.

·Delivered reports on endpoint health and software deployments to management, supporting policy decisions and change planning.

·Provided escalation-level support using ManageEngine and Jira, resolving incidents within defined SLAs.

·Supported and managed the Microsoft Azure Cloud infrastructure.

·Developed and maintained comprehensive documentation for IT processes, ensuring efficient knowledge transfer and training for new team members.

·Collaborated with cross-functional teams to identify and implement solutions, enhancing system performance and maximizing overall efficiency.

·Delivered user support through ManageEngine Service Desk Plus

·Managed workstation deployment using Intune and Windows Autopilot.

·Supported onboarding/offboarding and maintained documentation for IT processes.

·Provided desktop, server, and cloud-based support in a hybrid Microsoft 365/Azure environment.

IT Support Co-Ordinator / PUBLIC HEALTH ONTARIO 01/2008 - 08/2022

·Coordinated and documented change requests, system updates, and infrastructure rollouts across multiple sites.

·Participated in incident and problem management workflows, performing root cause analysis and collaborating with technical teams on service improvements.

·Authored and reviewed technical documentation and SOPs for infrastructure and endpoint deployments.

·Facilitated post-mortem and change analysis reviews, supporting internal and vendor-led CAB discussions.

·Maintained endpoint inventory and software configuration compliance using SCCM and asset tracking systems.

·Authored SOPs and technical documentation for users and support staff; provided one-on-one training for AV and remote meeting platforms.

·Supported the rollout of infrastructure and endpoint security tools in collaboration with PHO’s Digital & Data team and service providers.

·Conducted root cause analysis for major incidents and presented findings to senior management.

·Consulted with event teams (e.g., TOPHC) to align technology needs for conferences, laptops, and print services.

Network Administrator / Cosmetica Laboratories 01/2008 - 12/2008

Installation of Blackberry Server accounts

Created Active Directory/Exchange user accounts

Interacted daily with customers to schedule deployment times

Worked with the Project Manager to create a desktop roadmap for future transition to new releases and upgrades

Provided coaching and ongoing support to staff through the training and deployment period.

Network Administrator / KWH PIPE 01/2008 - 11/2008

Installed server-based software on the Windows 2003 platform, ensuring robust system functionality.

Implemented System Center Configuration Management for efficient system management and control.

Managed the administration and maintenance of computer stations and software for training programs and learning seminars.

Provided installation and support for hardware and software across desktops, servers, and printers.

Conducted installation, configuration, upgrades, and troubleshooting of hardware components, including servers, PCs, and printers.

Team Lead/Technical Analyst / Kraft Canada 01/2007 - 11/2007

Constructed and tested images tailored to various departmental criteria.

Delivered comprehensive support locally, in-person, and remotely via telephone using a centralized Help Desk ticketing system.

Provided Windows 2000/2003/XP server and Active Directory support.

Managed day-to-day operational tasks related to LAN/WAN operation and user support.

Offered leadership and guidance to team members, ensuring timely and high-standard task completion.

Team Lead/Technical Analyst / CTV Television Network 01/2006 - 12/2006

Provided daily direct client customer support with a focus on excellence.

Identified and resolved workstation, network, and server issues through effective troubleshooting.

Planned and implemented preventive mechanisms to address potential problems proactively.

Supported Windows 2000/2003 server and Active Directory, along with day-to-day operational tasks related to LAN/WAN and user support.

Proactively managed systems to optimize performance, ensure availability, and adhere to IS policies while delivering time-critical support for the Broadcast Operations system.

Team Lead/Technical Analyst / General Motors of Canada 01/2006 - 11/2006

Engaged in project planning, deployment coordination, and client profiling/needs analysis.

Constructed and tested images tailored to different departmental criteria.

Implemented system management and operational policies in accordance with IT Management directives.

Provided local, in-person, and remote support via telephone using a centralized Help Desk ticketing system.

Formulated strategies to enhance team productivity and elevate customer service levels.

EDUCATION AND TRAINING

·Diploma – Computer Programmer/System Analyst – CDI College

·Diploma – Local Area Network – DeVry Institute of Technology

·Diploma – Electronic Engineering Technician – Durham College

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