IT Support Specialist with 10+ Years Experience

IT Support Analyst

Experienced IT Support Analyst with a proven track record of diagnosing and resolving technical issues for end-users through telephone, email, and remote support. A customer-focused problem-solver who thrives under pressure and possesses excellent communication skills and attention to detail. Seeking a challenging role that will allow me to leverage my skills in both on-site and remote IT support to provide exceptional service and contribute to the success of the organization.

AREA OF EXPERTISE:

Helpdesk and Technical Support

Hardware and Software Troubleshooting and Maintenance

Network and System Administration

LAN/WAN Troubleshooting, Design, and Optimization

Structured Cabling Installation and Maintenance

Audio/Video Conferencing and Collaboration

Mobile Device Management and Support

Project Management and Implementation

ITIL Service Management and Best Practices

Cloud Computing and Virtualization Technologies

Security and Compliance Management

User Training and Support Documentation

Problem Management and Root Cause Analysis

CERTIFICATION:

ITIL Foundation Certification

Diploma in Project Management

A+ Certification

Microsoft Certified System Engineer (MCSE)

Cisco Certified Network Associate (CCNA)

Cisco Certified Wireless LAN Field Engineer (WLANFE)

Juniper Networks Certified Internet Associate-Enterprise Switching (JNCIA-ES)

Juniper Networks Certified Internet Associate- Enterprise Routing (JNCIA-ER)

Juniper Networks Certified Internet Specialist Enterprise Routing (JNCIS-ER)

Dell Certified Technician for Desktops, Notebooks, Servers, and Printers

HP Certified Technician for Desktops, Workstations, and Notebooks

Lenovo Certified Technician for Desktops and Notebooks

Lexmark Certified Technician for Printers

PROFESSIONAL EXPERIENCE:

Analyst Technology Regional Municipality of Peel November 2023- Present

Provide second-level response to requests for assistance or service originating from assigned client departments in a prompt and courteous manner, effectively resolving client connectivity and performance incidents.

Offer on-site technical support to address hardware, software, network, voice, and related technology incidents or service requests.

Assist in identifying 'root cause' problem analysis for repeat or serious incidents to prevent recurrence.

Guide clients in the use of technology, ensuring optimal utilization and addressing any user concerns.

Support client moves, adds, and changes, including software installation.

Ensure resolution of all incidents/service requests to the customer's satisfaction before closing the ticket, and meticulously document the resolution process.

Configure and install peripheral devices such as cell phones, printers, scanners, and copiers.

Actively participate as an effective team member for service delivery and problem resolution.

Identify opportunities to enhance the efficiency and effectiveness of the Section and/or the Division.

Collaborate as part of a multidisciplinary team, including other Service Excellence & Innovation (SEI) staff and departmental personnel, contributing requirements and costs to IT project plans, operating plans, implementation plans, and ongoing support of IT services delivery.

Work in partnership with project teams, providing expertise in software installation.

Maintain and upgrade skills in relation to new technologies.

Perform all duties in accordance with SEI standards and procedures.

Client Support Specialist Toronto Catholic District School Board March 2021- October 2023

Provides technical support for PCs, laptops, iPads, Chromebooks, Cloudbooks, and Wi-Fi enabled devices running Windows XP/7/8/10 Professional, Microsoft Office 365, Internet Explorer/Chrome and other internet browsers, academic software (including Google Classroom, Brightspace, Visual Casel), Ivanti Service Manager, HP-Service Manager, and the Board’s corporate applications such as HR/Payroll, Financial Systems, and Trillium.

Responds to, prioritizes, tracks, troubleshoots, and resolves support issues related to PC hardware and software, web/cloud-based applications, client-server software, networking, administrative systems, telecommunications (including cellular), and Wi-Fi enabled devices.

Assists with the development and maintenance of administrative and academic applications, as well as the preparation of support documentation, quick tips, guidelines, and workshop materials.

Assists with the evaluation and testing of new online systems and equipment, as well as the evaluation, testing, and installation of licensed software and administrative/academic applications.

Conducts training sessions on the functionality, use, and operation of administrative and academic software, both in-house and on-site.

Assists with the creation, maintenance, editing, and management of the Service Desk knowledge database.

Assists in the maintenance of software licensing and hardware inventory, as well as offering guidance on the use and acquisition of hardware and software in accordance with Board guidelines.

Attends training courses for new administrative and academic applications and releases.

Installs, configures, and supports Service Desk tools, including both software and hardware.

IT Analyst TATA Consultancy Service - Resident at Finastra Oct 2015 – Dec 2020

Provided technical support for hardware and software to clients, including performing preventative maintenance, troubleshooting issues, installing, imaging, and upgrading desktop computers, printers, and peripherals.

Managed ticket queues using ServiceNow, EPIC, and Service Desk ticketing systems.

Imaged, configured, and built new PCs, laptops, and notebooks using SCCM.

Provided support for operating systems including Windows XP, Windows 7, Windows 10, macOS, Novell Netware, and Linux.

Provided technical support for Microsoft Office Suite, Outlook, Office 365, Office 2010, Office 2013, Office 2016, SharePoint, and Microsoft Project.

Provided technical support for all customized web applications in Finastra, including migrating data, installing, and troubleshooting software.

Provided support for network connectivity issues, including wireless access points and Ethernet switches.

Provided technical support for multi-function devices/printers, managed HP Followme printers, Pitney Bowes label printers, Imaggia machines, and managed Ricoh printers using Ricoh InfoPrint Manager.

Provided technical support to users for all Symantec, McAfee endpoint protection, and Bitlocker issues.

Provided technical support for Citrix, RSA SecureID, and other VPN technologies such as PulseSecure and Cisco AnyConnect.

Provided technical support for troubleshooting LAN/WAN/Wireless issues.

Provided support to maintain security practices in an enterprise environment.

Performed routine Active Directory functions, including user account maintenance.

Provided technical support to Cisco IP softphones and Cisco and Nortel VOIP desk phones, managed ACD/IVR, and Cisco Agent Desktop (CAD).

Provided technical support for mobile devices, including iPhone, iPad, Android, and Blackberry, and managed mobile phones using mobile device management (MDM) tools such as Airwatch and Blackberry Enterprise Server.

Provided support to users for video conferencing using Google Meet, Cisco Webex, Zoom, and Teams.

Provided remote desktop support to users using TeamViewer, BeyondTrust, Teams, Bomgar, and Skype.

Maintained asset inventory and tracking.

Developed knowledge base documentation, presentations, and delivered training to users.

Knowledge of cloud computing AWS and Microsoft Azure

Field Service Technician CompuCom Canada Co Dec 2014 – June 2015

Provided on-site warranty/break fix repairs of desktops, laptops, printers, and peripherals for customers.

Delivered hardware, software, and network support to customers, ensuring their technical issues were resolved effectively.

Conducted large-scale Windows 7 migrations and PC deployment projects, including imaging, client data transfer, and business application loading.

Troubleshoot desktop operating system, application errors, and PC and server hardware issues to ensure smooth functioning of systems.

Troubleshot and fixed all structured cabling issues.

Set up and maintained user desktop environments, relocated, and set up peripherals as needed, ordered, inventoried, and returned IT parts and equipment as required.

Managed trouble tickets from inception to closing, tracked resolution progress, and updated customers on ticket status to ensure timely resolution of issues.

Maintained high levels of customer satisfaction by clarifying customer needs and ensuring that they were met.

Deployment Field Technician Compugen Inc March 2014 – Dec 2014

Deployed desktops and peripherals following deployment documentation and checklists to ensure proper setup and configuration.

Provided technical support to existing clients for desktop and network issues, involving PCs, laptops, network printers, routers, switches, and peripheral devices.

Undertook extensive projects involving the migration of Windows 7 and deployment of PC hardware, including tasks such as imaging, transferring client data, and loading business applications.

Created new user accounts in Active Directory, including granting permissions, creating network shares, mailboxes, and granting access to network files and shares.

Performed complex hardware and/or software upgrades to existing equipment to improve performance and functionality.

Supported multiple client sites, ensured that all equipment was properly installed and configured, and provided ongoing technical support to maintain high levels of customer satisfaction.

Desktop Support Specialist Creation Technologies July 2013 – March 2014

Provided help desk support, desktop support, and network administration.

Carried out on-site analysis, identification, and resolution of difficult desktop problems for end-users.

Supervised complaint ticketing system and ensured timely resolution of all work orders.

Provided support via desk-side and remote access by utilizing Microsoft Remote Desktop and Dame Ware remote access software.

Provided support to end-users related to the use of PC hardware and software, including local and network printer configuration, troubleshooting, and installation.

Performed computer system refreshes, data transfer, data backup, and recovery.

Responsible for backing up user's system settings, including documents, desktop, favorites, pictures, music, and Outlook (.pst) files.

Provided support for Symantec antivirus, spyware, and endpoint security.

Provided support for LAN and WAN issues.

Supported Windows Server 2003/2008, XP, Vista, and Windows 7 operating systems.

Configured and troubleshot mail clients (MS Outlook and Outlook Express) and performed backups.

Administered Active Directory and managed file and folder permissions on the network.

Maintained all network devices, including firewalls, switches, routers, and access points.

IT Support Specialist General Electric February 2011 – Jun 2013

Responsibilities included taking and logging incoming calls and providing efficient user support for all hardware, software, and network issues related to servers, desktops, thin clients, dumb terminals, laptops, printers, scanners, routers, switches, and other peripherals.

Supported over 400 users and on average answered 40 IT calls per day. Took ownership of calls and saw them through to closure, escalating calls and issues to senior managers where necessary.

Provided helpdesk support for Windows 7, Windows Vista, Windows XP, Microsoft Office 2000 and 2010 packages, and Outlook. Maintained Active Directory 2003 users and set up Microsoft Exchange users and other applications.

Provided support for Windows Server 2003/2008.

Performed desktop maintenance using Symantec Ghost imaging software.

Provided support for Symantec antivirus, spyware, and endpoint security.

Provided remote desktop support using Dame Ware, VNC, Microsoft Remote Desktop, and Team Viewer.

Upgraded, configured, and administered Active Directory, Windows Server, and Microsoft Exchange.

Performed preventative server and desktop maintenance. Delivered, set up, and configured end-user PC desktop hardware, software, and peripherals.

Built, configured, installed, troubleshooted, and maintained routers, firewalls, and switches manufactured by Cisco, Juniper, Bay, and 3com.

Performed daily maintenance of servers, including virus software updates, error logging, and regular backup schedules.

Network Administrator Array Inc Dec 2008 – Jan 2011

Provided third-level technical support for hardware, software, network, and system issues with proactive surveillance, monitoring, and troubleshooting.

Worked on hardware technologies such as desktops, laptops, servers, SANs, and blades from HP, IBM, Dell, Lenovo, Toshiba, and Acer.

Provided support for Windows Vista, Windows XP, and other applications and software.

Upgraded, configured, and administered Windows Server 2003 and Microsoft Exchange 2003.

Administered multiple disjoint Active Directory Forests/Domains, DHCP, DNS, and various other infrastructure services, including setting up trust relationships, dcpromo, and decommissioning AD.

Updated/patched and installed software via group policies (GPO).

Responsible for server backups via VERITAS NetBackup and HP Data Protector.

Provided antivirus support to users on Norton antivirus.

Managed disaster recovery tasks such as backing up user data.

Worked on Cisco technologies, including building, configuring, installing, troubleshooting, and maintaining Cisco router series (3600, 2600, 2500, 1800, 1700), Cisco switch series Catalyst (3550, 2900, 1900), and Cisco Aironet Wireless Bridges Series (1400, 1200, 350).

Provided maintenance and operational support in areas of firewall and network security infrastructure on a daily basis, such as managing firewall rules, secure routing, and SSL/VPN connections.

Worked on TCP/IP, SNMP, RIP, DNS, DHCP, and VLAN.

Designed and planned LAN and WAN expansion and other IT solutions.

Monitored network bandwidth and reported on performance via MRTG, NetFlow, Whatsup Gold, and OpManage.

Supported and installed network cabling systems.

Network Support Technician IBM Jan 2003 – Nov 2008

Provided second-level network support for global customers, using proactive surveillance, monitoring, and troubleshooting to resolve issues.

Built, configured, installed, and maintained various Cisco router series, including 3800, 2800, and 800, Cisco ASA 5520 firewall, Cisco switch series, including Catalyst 3750, 3560, 3550, and CE 500, and Cisco Aironet Wireless Bridges Series 1400, 1200, and 350.

Worked with TCP/IP, SNMP, DNS, DHCP, VLAN, clientless and client-based SSL VPN, and IPsec VPN.

Implemented structured cabling projects, including Cat3, Cat5e, Cat6, and fiber optic multimode and single mode, using IBM and R&M products.

Monitored and managed networks and performance using WhatsUp Gold, SolarWinds, OpManager, and NetFlow.

Communicated with customers, sales staff, or marketing staff to determine customer needs and directed vendors or service providers as required.

Analyzed customer network performance and data input/output reports to detect problems, identify inefficient use of computer resources, and perform capacity planning.

Recommended changes to improve system and network configurations, determined hardware or software requirements related to such changes, and prepared detailed network specifications, including diagrams, charts, equipment configurations, and recommended technologies.

Participated in network upgrade, expansion, and datacenter establishment projects.

EDUCATAION:

Master's degree in Business Administration with a specialization in Information Technology.

Diploma of Associate Engineer (D.A.E) in Electronics

Driving License:

Valid G driving License

REFERENCES:

Available upon request.

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