IT Support Specialist - Delivery Driver Candidate

Stevros Zargar

Red Deer, AB ************@*****.*** 587-***-****

Professional Summary

IT Support Specialist with 9+ years of experience providing enterprise-level desktop, deskside, and end-user technical support in fast-paced corporate environments. Skilled in Tier 1, 2 support, Microsoft 365, Active Directory, Intune, Windows 10/11, device deployment, hardware and software troubleshooting, and mobile device support. Experienced with enterprise ITSM and ticketing platforms including ServiceNow, HEAT, Zendesk, and Remedy. Strong customer service and communication skills with a proven ability to troubleshoot technical issues efficiently, support user onboarding, and minimize downtime.

Certifications & Technical Training

• Certified Scrum Product Owner® (CSPO) Scrum Alliance

• Cybersecurity Risk Management Training (CISSP-aligned concepts) Alison Academy

• AI Workflow Automation Training n8n, Make, and AI automation tools

• Google AI Certificate

• Certificate – Closing the AI Value Gap: From Copilots to Agentic Automation

• Certificate – Understanding Agentic AI

• n8n Automation Workflow Training

Core Skills

• Desktop & End-User / Tier 2 Support

• Microsoft 365 Administration & Support

• Outlook, Teams, OneDrive & SharePoint Support

• Active Directory Account Management

• Azure & Endpoint Management

• Microsoft Intune Enrollment & Device Deployment

• Windows 10 & 11 Support

• Desktop, Laptop & Mobile Device Support

• Hardware, Software & Peripheral Troubleshooting

• ITSM / Ticketing Systems

• ServiceNow & HEAT

• Zendesk & Remedy

• Device Staging & Deployment

• User Onboarding & Training

• Technical Documentation & Process Improvement

• Customer Service & End-User Communication

IT Support Specialist PHI Edmonton, AB 2020–2024

• Provided desktop, deskside, and end-user technical support in a corporate environment, resolving hardware, software, operating system, application, and account-related issues.

• Managed incidents and service requests using Zendesk and Remedy, documenting troubleshooting steps, resolutions, escalations, and follow-up activities.

• Supported Windows desktops and laptops, mobile devices, peripherals, software applications, and end-user equipment.

• Provided support for Microsoft 365 / Office 365 applications and assisted users with common productivity and collaboration issues.

• Supported device staging, configuration, deployment, replacement, and troubleshooting for employees across multiple departments.

• Assisted with user onboarding activities, including workstation preparation, device deployment, account setup, and technical support.

• Troubleshoot hardware, software, access, and connectivity issues while following established support and escalation procedures.

• Maintained accurate ticket documentation and prioritized incidents based on business impact and user requirements.

• Maintained confidentiality and secure handling of company information and user accounts.

• Provided professional customer service and clear technical communication while managing multiple support requests and priorities.

Desktop Support Specialist Stantec Consulting Red Deer, AB 2014–2020

• Delivered enterprise-level desktop, deskside, and end-user technical support, troubleshooting Windows workstations, Microsoft 365 applications, hardware, software, and peripherals.

• Managed incidents and service requests using HEAT and ServiceNow, maintaining accurate ticket records, troubleshooting documentation, resolutions, and follow-up activities.

• Assisted with Active Directory administration, including user account creation, modification, and deactivation.

• Provided support for Microsoft 365 / Office 365, assisting users with productivity and collaboration tools.

• Supported desktop and laptop setup, configuration, deployment, replacement, and troubleshooting.

• Led onboarding and user training sessions for staff on Microsoft 365 tools and company systems.

• Supported office transitions, workstation setups, and large-scale device deployments.

• Performed hardware, software, operating system, peripheral, and connectivity troubleshooting to minimize user downtime.

• Used ITSM ticketing processes to track incidents, service requests, escalations, and technical issues through resolution.

• Communicated technical information clearly to users with varying levels of technical knowledge.

• Provided customer-focused technical support while managing multiple incidents and competing priorities.

• Performed system maintenance and troubleshooting to improve workstation reliability and end-user productivity.

Technical Proficiencies

• Microsoft 365 / Office 365

• Outlook, Teams, OneDrive & SharePoint

• Azure

• Active Directory

• Microsoft Intune

• Endpoint Management

• Windows 10 & Windows 11

• Desktop & Laptop Support

• Mobile Device Support

• Hardware & Peripheral Troubleshooting

• ServiceNow

• HEAT ITSM

• Zendesk

• Remedy

• n8n & Make Automation Tools

Personal Break 2024–2025

Attending to personal/family concerns

Maintained professional development during this period through continued training in AI automation, workflow automation, and emerging AI technologies.

AI Automation Aura Flow AI 2025–Current

• Developing AI-powered workflow automation solutions utilizing n8n, Make, and AI automation tools.

• Creating automated lead-capture workflows designed to identify and respond to missed leads.

• Building workflow automations to reduce repetitive manual processes and improve business response times.

• Integrating AI and automation technologies to streamline business processes and improve operational efficiency.

Education

• Web Developer & E-Commerce Diploma CEGEP Heritage College, QC

• AI Automation Training & Certificates

• Google AI Certificate

• Certificate – Closing the AI Value Gap: From Copilots to Agentic Automation

• Certificate – Understanding Agentic AI

• n8n Automation Workflow Training

Contact this candidate