Adam Strom
Sault Ste. Marie,ON
Summary
Technology-inclined, highly motivated, conscientious, and competent collaborator with in-depth industry knowledge and expertise. Proven track record of achievement, bringing positivity, support, and a creative mindset to teams. Takes ownership of challenging problems, maintains high standards, and assists organizations in achieving objectives. Experienced in providing network and software support, developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
14
14
years of professional experience
Work History
Senior Service Desk Specialist (contract)
OLG
10.2022 - 11.2023
- Administered identity and access management for entire workforce of 2000 employees across all levels inlcuding C-Executives, ensuring efficient and secure access to all resources and applications.
- Managed and administered Single Sign-On (SSO) platforms including OKTA, Active Directory (AD), and other authentication systems to ensure correct and secure access for all users.
- Improved Retail Location Failures process for OLG's hardware, resulting in an 80% increase in efficiency. Streamlined response procedures from Customer Care Department calls and messages, ensuring swift resolution of issues.
- Expedited issue resolution through clear communication between end-users, technical teams, and vendors.
IT Manager/Systems Administrator
THRIVE Childhood Development
02.2022 - 10.2022
- Coordinated end-to-end entire IT infrastructure including both hardware and software.
- Developed documentation for IT processes and procedures.
- Implemented AVAYA VoIP system, replacing traditional POTS landlines with modern VoIP technology; educated entire staff of functionality; increased communication 100% with staff and their clients.
Junior Hardware & Software Analyst
Algoma District School Board
08.2020 - 01.2022
- Supported a dozen of schools for all IT needs.
- Recorded, tracked, documented and resolved support tickets assigned through Help Desk to my 'family of schools'.
- Assisted with troubleshooting and resolving issues related to hardware and software
IOS Tech Support
Apple, Inc.
01.2020 - 08.2020
- Provided expert technical support for Apple iOS devices, ensuring customer satisfaction and issue resolution.
- Managed and resolved ~25 daily calls of support tickets remotely, maintaining a high level of productivity and efficiency.
- Collaborated effectively with team members and utilized remote tools to troubleshoot and resolve complex technical issues.
- Demonstrated adaptability and resilience by delivering exceptional support while working remotely during COVID-19 lock down.
Network Administrator/IT Technician
Soo Mill
09.2017 - 12.2019
- Performed day-to-day IT maintenance, and support.
- Implemented a simple ticketing system for technical assistance and support, addressing the lack of a formal system for issue reporting.
- Maintained network hardware and software and monitored network to support network availability to end users.
IT Helpdesk/Technician (6 Month Contract)
Algoma Family Services
01.2017 - 07.2017
- Facilitated an overhaul of three legacy systems into a modernized-cloud based enterprise system.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Maintained compliance with regulatory standards and confidentiality requirements.
IT Repair Technician & Technology Sales
Staples, Inc.
01.2014 - 01.2017
- Maintained inventory of repair supplies and ordered parts.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Top 10 Canada-wide Sales for Staples internal KPI.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Increased repair success rates, utilizing advanced troubleshooting techniques and tools.
IT Tech Support/Supervisor/CX Irate Team
Sutherland Global Services
05.2010 - 01.2014
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Assigned to specialized Customer-Irate team for reoccurring issues.
- Assigned to specialized coworker team support channel to offer assistance to coworkers.
Education
BBA - Management of Information Systems
Lakehead University
Thunder BayIdentity and Access Management -
Udemy
Certified in Cybersecurity -
ISC2
Network Security Associate (NSE) 1, 2 & 3 -
Fortinet
Azure Fundamentals AZ-900 -
Microsoft Certifications
Google Cybersecurity Professional Cert. -
Coursera/Google
A+ -
CompTIA
Skills
- Customer-oriented approach
- Communication and interpersonal skills
- Adaptability and resilience
- Collaboration and teamwork
- Conflict Resolution
- Team Leadership
- Analytical Thinking
- Attention to Detail
- Stress Management
- Time Management
- Active Listening
- Customer Communication and Empathy
Hard Skills
- Hardware and software troubleshooting
- Network support and maintenance
- Security analysis and compliance
- Ticketing system management
- System performance analysis
- Identity and Access Management (IAM)
- Single Sign-On (SSO) platforms (e.g., OKTA)
- Active Directory (AD) / Entra
- Group Policy Management
- Cloud Computing (Azure)
- VoIP implementation and management
- Storage/SAN/NAS Management
- PowerShell/Batch Scripting
- ITIL/SDLC/NIST/COBIT frameworks
- Firewall/NGFW
- Backup and Recovery
- IT Documentation/SOP/KB
Timeline
Senior Service Desk Specialist (contract)
OLG
10.2022 - 11.2023
IT Manager/Systems Administrator
THRIVE Childhood Development
02.2022 - 10.2022
Junior Hardware & Software Analyst
Algoma District School Board
08.2020 - 01.2022
IOS Tech Support
Apple, Inc.
01.2020 - 08.2020
Network Administrator/IT Technician
Soo Mill
09.2017 - 12.2019
IT Helpdesk/Technician (6 Month Contract)
Algoma Family Services
01.2017 - 07.2017
IT Repair Technician & Technology Sales
Staples, Inc.
01.2014 - 01.2017
IT Tech Support/Supervisor/CX Irate Team
Sutherland Global Services
05.2010 - 01.2014
BBA - Management of Information Systems
Lakehead University
Identity and Access Management -
Udemy
Certified in Cybersecurity -
ISC2
Network Security Associate (NSE) 1, 2 & 3 -
Fortinet
Azure Fundamentals AZ-900 -
Microsoft Certifications
Google Cybersecurity Professional Cert. -
Coursera/Google
A+ -
CompTIA
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