IT professional with one year of experience as an IT Support Engineer L1 at a multinational corporation. Expertise in troubleshooting, IT infrastructure management, and delivering reliable technical support. Bachelor's degree in IT with additional training in Mobile Application Development.
Thrives in collaborative environments, working with cross-functional teams to improve IT operations and enhance efficiency. Focused on customer service and administrative support with a strong problem-solving mindset.
Word, Excel, PowerPoint, Outlook, OneNote, SharePoint
Administrative Support
Technical documentation, system configurations, procedures
Core Competencies: Time Management, Multitasking, Collaboration, Service Oriented, Excellent Communication, ERP, Product Support, Knowledge Base, Troubleshooting, Client Satisfaction, Attention to Detail, Self-Starter
Desktop Support Technician
Bill Gosling Outsourcing | Barrie, ON
August 2024 – September 2025
01
End-User Support
Provided support across Windows, Linux, and Mac environments for hardware and software, ensuring excellent customer service and client satisfaction.
02
Installation & Configuration
Installed, configured, and troubleshooted workstations, laptops, monitors, and business applications with precision and attention to detail.
03
Helpdesk Operations
Supported incident resolution via phone, chat, and ticketing systems, demonstrating strong time management and prioritization skills.
04
Network Setup
Assisted with network/office setup including cabling, equipment deployment, and system maintenance for operational efficiency.
05
Process Improvement
Monitored daily IT operations and contributed to improving support processes, showcasing multitasking and collaboration abilities.
IT Technical Support
Amazon | Hamilton, ON
June 2023 – July 2024
System Troubleshooting
Led complex troubleshooting and root cause analysis for enterprise applications using strong analytical skills.
Technical Documentation
Developed and maintained documentation for system configurations and procedures, supporting the knowledge base.
System Integration
Implemented and managed integrations between multiple enterprise platforms, enhancing operational efficiency.
Access Management
Configured and maintained user access through Active Directory, ensuring security and compliance.
Database Management
Created and optimized SQL queries for database management and reporting, supporting application needs.
Cross-Functional Collaboration
Worked with teams to implement technical solutions, fostering service-oriented approach and strong client relationships.
99.9%
System Uptime
Maintained exceptional reliability
95%
Customer Satisfaction
Excellent service delivery
IT Support Officer (Tier II) – Co-op
Ministry of Government and Consumer Services | Toronto, ON
January 2023 – April 2023
Incident Management
Resolved hardware, software, and network incidents within SLA timelines using ServiceNow, JIRA, and eSMT following ITIL processes.
Desktop Support
Provided Tier II support for PCs, peripherals, O365 applications, imaging, software installs, updates, and configurations.
User Management
Managed Active Directory accounts including creation, modification, and access permissions aligned with security protocols.
Software Deployment
Managed Microsoft Office 365 deployments, upgrades, and configurations, addressing functionality issues and compatibility conflicts.
Technical Collaboration
Worked with technical teams and SMEs to resolve complex issues and ensure service continuity with strong communication skills.
Education & Credentials
Computer Programming (Co-op)
Georgian College
Barrie, ON
May 2021 – May 2023
Academic Focus
IT Infrastructure Management
Mobile Application Development
System Administration
Database Management
Network Configuration
Professional Development
ITIL-based processes
Cloud technologies (Azure AD)
Enterprise application support
Technical documentation
Customer service excellence
"Ready to contribute technical expertise and problem-solving skills to a dynamic IT team while continuing professional growth in customer service and administrative support."