Technical Support Application

FRANK CANONICO

Oshawa ON 905-***-**** ************@*****.*** https://www.linkedin.com/in/frank-canonico-6252b8b

SUMMARY

Results-oriented IT Specialist with 12+ years of experience supporting enterprise IT environments across healthcare, government, and corporate sectors. Proven success in Microsoft 365 administration, Intune/SCCM endpoint management, and identity/access governance. Skilled at driving system migrations, security compliance, and end-user productivity improvements. Recognized for consistently reducing ticket backlogs, improving SLA compliance, and enhancing IT efficiency through automation and process improvements.

SKILLS

· M365 Administration & Engineering: Exchange Online, SharePoint Online, Teams, OneDrive, Power Automate.

· Identity & Access Management (IAM): Entra ID/Azure AD, Conditional Access, MFA, SSO.

· Security & Compliance: Microsoft Purview (DLP, Information Protection, Records Management), RMS, IRM.

· Endpoint & Device Management: Microsoft Intune, Windows Autopilot, SCCM, device compliance policies.

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· Cloud & Hybrid Integration: Azure AD Connect, hybrid identity, Workday integrations, SSO with enterprise apps.

· Technical Tools: PowerShell automation, ServiceNow, Jira, ManageEngine, VMware.

· IT Service Delivery: SLA-driven escalation support, knowledge base creation, post-incident analysis.

· Collaboration & AV Support: Microsoft Teams voice/meetings, meeting room technology.

EXPERIENCE

Technical Support/Poll Technician 01/2025 to 03/2025

ELECTIONS ONTARIO

Used the User State Migration Tool for seamless data transition and addressed IT issues for internal clients. Provided on-site coaching and support to staff, creating an efficient work environment.

Deployed and supported secure polling devices across GTA sites, ensuring technical readiness for staff and voters.

Resolved incidents on-site under tight time frames; documented activities for compliance.

Provided end-user guidance and issue escalation during the provincial voting period.

Technical Support Analyst, IV (System Administrator) 09/2022 to 02/2024

SYNAPTIVE MEDICAL INC

I improved ticket resolution time by 25% through advanced troubleshooting, developed IT process documentation for better training, collaborated on system performance enhancements, provided technical support via ManageEngine Service Desk Plus, and managed onboarding, equipment setup, and technology implementation for new hires.

Streamlined Intune device provisioning and compliance policies, cutting onboarding time by 40% for 50+ new hires annually.

Administered Microsoft 365 tenant (Exchange Online, Teams, SharePoint, OneDrive), reducing access-related incidents by 30% through improved account setup and security policies.

Led patching cycles via Intune & SCCM, achieving 98% compliance rate and minimizing vulnerabilities during security audits.

Improved service desk efficiency by resolving 95% of incidents within SLA, reducing escalations to L3 support by 30%.

Ensured 99% uptime of AV/meeting room technologies during executive and board-level sessions.

IT Support Co-Ordinator 01/2008 to 08/2022

PUBLIC HEALTH ONTARIO

I managed Active Directory and Exchange accounts, built Windows servers, and maintained Blackberry Server accounts to enhance IT infrastructure and ensure secure, streamlined access. I provided advanced technical support, performed root cause analyses, and collaborated with stakeholders to document and resolve high-severity incidents, offering recommendations to senior management.

Delivered a Windows 10 migration for 900+ endpoints, cutting transition downtime by 20% with structured rollout and user training.

Improved Active Directory and Exchange account provisioning accuracy, reducing user access errors by 30%.

Implemented SCCM patch automation, raising endpoint compliance audit scores by 20% across 1,200+ staff.

Authored 30+ SOPs and knowledge base articles, reducing ticket resolution times by 25% and boosting first-call resolution rates.

Partnered with Security/Network teams to support VPN, LAN/WAN, and remote access, ensuring seamless operations for 1,200 remote users during COVID-19.

EDUCATION

Diploma: Local Area Network - DeVry Institute of Technologies

Diploma: Computer Programming, System Analyst - CDI College of Business Technology

Diploma: Electronic Engineering Technician - Durham College of Applied Arts and Technology

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