Professional Summary
Resourceful IT Support and Customer Service professional with hands-on experience in technical troubleshooting, support ticket management, and network administration. Adept at diagnosing and resolving hardware, software, and network issues, optimizing system functionality, and maintaining secure IT infrastructures. Proven ability to manage and administer IT systems, conduct data backup processes, and deliver exceptional user training and support. Seeking to leverage my technical skills, communication abilities, and problem-solving expertise as an IT Specialist to drive results in a high-performing environment.

Core Competencies
IT Technical Support & Troubleshooting
Network Administration (LAN, WAN, VPN, Wi-Fi)
Systems Maintenance & Optimization
Software & Hardware Installation & Configuration
Data Backup & Recovery Management
IT Security Best Practices
Documentation & User Manuals Creation
User Training & Technical Assistance
Problem-Solving & Analytical Skills
Customer Service & Communication
Excellent Teamwork & Collaboration

Professional Experience
Customer Support Specialist
Park N Fly, Mississauga, ON
Oct 2023 – Present

Managed customer inquiries via phone, email, and in person, ensuring high satisfaction rates through quick, efficient issue resolution.
Developed a customer-centered approach, improving user experience and fostering positive interactions.
Monitored and responded to queries, escalating complex issues to ensure prompt resolution.
IT Support Technician
Toronto District School Board, Toronto, ON
Aug 2021 – Mar 2023

Provided Level 3 technical support for hardware, software, and network issues, achieving resolution within SLAs.
Ran diagnostic programs, performed modifications, and installed hardware/software, optimizing system functionality.
Documented service requests and resolutions in ticketing systems, ensuring knowledge continuity.
Delivered high-quality customer service by guiding users through problem-solving steps.
Project Coordinator
CultureLink Settlement & Community Services, Toronto, ON
Oct 2018 – Oct 2023

Coordinated multi-stakeholder programs, scheduling service calls, and supporting project planning.
Maintained project documentation for accurate reporting and outcomes, enhancing program efficiency.
Graphic Designer
City of Toronto, Toronto, ON
Feb 2017 – Nov 2021

Defined design requirements and executed product development in alignment with organizational standards.
Managed secure access control, handling user permissions and account management.

Certifications
CompTIA A+ Certified
GFACT: GIAC Foundational Cybersecurity Technologies

Technical Skills
Operating Systems: Windows 7/10, macOS, Linux
Networking: LAN, WAN, VPN, Wi-Fi, TCP/IP, DNS, DHCP
Tools: Jira, ServiceNow, Zendesk, Microsoft Office Suite, SharePoint, Power BI, Teams, Webex, Zoom
Hardware: Desktops, Servers, Routers, Switches, Printers
Software: Microsoft Office Suite, Antivirus Solutions, Backup Software
IT Security: Firewall Management, Antivirus/Antimalware Tools

Professional Development
Participated in workshops on IT infrastructure and cybersecurity technologies
Attends conferences to learn and network

Additional Information
Typing Speed: 70 WPM
Language Proficiency: Fluent in English (written and spoken)
Availability: Open to full-time, on-site roles in Vaughan, ON
Committed to continuous learning and staying up-to-date with the latest technology trends
Strong communicator and collaborator, able to work effectively within diverse teams