IT Support Specialist with Strong Troubleshooting Skills

Objective

To pursue a career within a technical environment, where I can continue to utilize my education and experiences in increasing productivity within a business’s infrastructure.

Skills:

Technical expertise with computers (software and hardware)

Expert knowledge using operating systems; Windows 7, 10, 11 and MACOS

Proficient understanding of Microsoft Office Suites (Word, PowerPoint, Excel, Outlook)

Well-developed problem solving, trouble shooting and analytical skills

Excellent written and verbal communication skills, with the ability to communicate information effectively

Thoroughly accurate, efficient and meticulous with highly developed attention to detail

Professional in any environment with a World-Class work ethic

Able to manage multiple tasks with frequent interruptions, occasionally in urgent situations

Advanced ability to learn quickly while retaining knowledge, striving for constant improvement

Experience

Lori’s Gifts (PRESENT) December 2021 - Present

IT Support Specialist

Provides technical support for hardware and software issues in a hybrid office environment, ensuring minimal downtime and maintaining productivity

Support end-users with all technical equipment including: P.O.S Machines, Monitors, IPODS, VeriFone’s, Routers, Applications, Printers and all other technical related problems

Maintains Zoom Rooms and AV equipment, facilitating seamless virtual meetings.

Responds to service requests on an ongoing basis to all customers via ticketing systems, emails, phone support, and messages using team viewer

Assists in planning and executing IT projects and rollouts, such as software upgrades and system migrations, while ensuring minimal disruption to daily operations

Collaborates with senior IT staff on complex technical issues, effectively escalating problems when necessary and contributing to problem-solving discussions

Conducts regular inventory checks of IT hardware and software, maintaining accurate records to ensure readiness for employee onboarding and tech rollouts

BMO Bank of Montreal October 2015- December 2021

Information Technology Operations Analyst

Provided day to day support to cross Canada BMO network

Troubleshooted cash recycling units and cash dispensing units at all branches

Performed software patches and updated desktops, laptops, servers, printers, blackberries, iPhones and iPads

Responded to service requests on an ongoing basis to all customers via remote connection, emailing and phone support

Established and devised solutions for bank staff and technicians, focusing on descriptive details monitoring applications and software systems

Troubleshooted onsite setup up of network desktops, laptops, printers and mobile devices

Ensured that all calls are properly documented or escalated to appropriate department using a ticketing system

Identified areas of opportunities to increase efficiencies

Education

Seneca College September 2010- 2015

Honors Student, Studying Information Technology (Major in Computer Science)

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