Technical Support Senior It

Morgan Niyitegeka

Ontario, Markham – ** Titan Trail – L3S 0E2

Email: ***********@*****.*** Phone: 647-***-**** Professional Summary

Detail-oriented and proactive Senior IT Technician with over 8 years of hands-on experience providing technical support, hardware/software troubleshooting, and network assistance. Strong background in desktop support, system maintenance, user training, and IT infrastructure. Comptia A+ certified with proven ability to deliver excellent customer service and resolve technical issues efficiently in fast-paced environments. Core Skills

Technical Support & Troubleshooting (Hardware/Software, Printers, Mobile Devices) Operating Systems: Windows, Linux, Mac OS

Remote Support Tools: SecureCRT, CMS Pro, Avigilon Networking Fundamentals: DNS, DHCP, LAN/WAN, VLANs IT Tools: Active Directory, Group Policy, SCCM, Intune, VPN Security: Antivirus Solutions, System Monitoring, CCTV Setup Database Exposure: MySQL, SQL Server, PostgreSQL, Firebase Software Deployment & Updates

Customer Support & Training

Command Line & PowerShell Familiarity

Documentation & Reporting

Certifications

CompTIA A+,MCSE (Microsoft Certified Solutions Expert),CEH v10 (Certified Ethical Hacker) CCNP (Cisco Certified Network Professional)Professional Experience

• Senior IT Technician JVL Systems Inc., Markham, ON Dec 2023 – Present

- Provided tier-1 IT support to end-users: device setup, account issues, hardware replacement.

- Configured and maintained Windows systems, ensuring security updates and antivirus compliance.

- Assisted in network troubleshooting, VLAN port configuration, and remote switch access using SecureCRT.

- Monitored and managed CCTV systems and security network devices using CMS Pro & Avigilon.

- Supported mobile device setups (iOS, Android), email configurations, and basic encryption solutions.

- Collaborated with senior technicians for escalation and mentorship.

-Perform physical and investigative process to identify any of the computer malfunctions from an incorrect minor setting to replace hardware and/or entire operating system.

-Repair a range of peripherals including input devices and output devices.

-Inspect, test, adjust and evaluate of incoming computer hardware and electronic components and assemblies to ensure conformance with product specifications and tolerances.

-Properly rebuild or configure parts to customers’ requirements with updated software packages.

-Assemble parts and components into computers as required.

-Achieve target quota and any other operation related responsibilities may be added as the company continues to grow.

-Provide input on best practices, policies and procedures with respect to the others.

-Follow all procedures in compliance of JVL standard policy and operation regulations.

-Any other operation related responsibilities may be added as the company continues to grow

• IT Analyst / Technical Robot Assembler EUROSPEC Manufacturer, Toronto, ON May 2023 – Aug 2023

- Supported LAN/WAN infrastructure, monitored switches and routers using SolarWinds.

- Performed hands-on installation of PCs, servers, and configured peripherals and software.

- Provided onsite support and troubleshooting for production and office systems.

- Participated in Active Directory user administration and IT asset lifecycle management.

- Performed QC inspections on repaired electronics like to notebooks, tablets, desktops, point of sale terminals and server equipment.

-Completion of full functional testing, running predefined scripts, custom and manual testing applications.

-Perform final processing steps on storage media including removal and application of security labels.

-Detailed visual inspection to ensure 100% within compliance on all repair quality guidelines.

-Careful review and confirmation on accuracy of identification of product.

-Cleaning and packaging of completed repairs and like products

-Perform operating system installations and software application recoveries for testing or on completed repairs.

-Ensure that KPI expectations are achieved on all duties.

-Adherence of all internal documented work instructions.

-Ability to assist with the technician repair lines in peak period times or coverage with minor repairs, configurations

& part installs

-Maintaining a clean and efficient work area.

-Practicing and following ESD procedures

-Continued development on the competency skillset expectations outlined for the position.

• IT Desktop Support Specialist (Remote) GetRwanda Ltd, Kigali May 2014 – May 2015

- Delivered remote technical support, including VPN access, IP camera configuration, and port troubleshooting.

- Conducted routine maintenance and repairs on PCs, mobile devices, and network components.

- Installed and configured networking hardware (Routers, Switches) and applied IP configurations.

- Provided end-user training and support across MS Office, basic networking, and system use. Education

Bachelor’s degree in Computer Science / Information Technology Languages

English, French – Advanced

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