Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Interests
Timeline
AssistantManager

Alex Montiel

Calgary,Canada

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

17
17
years of professional experience
2
2
Certification
6
6
years of post-secondary education

Work History

IT Support Specialist / Operations and Security

Black Diamond group
08.2022 - 08.2025
  • Ensure professional and prompt response to
  • Provide technical support for Black Diamond HQ and remote locations staff.
  • Provide access to network resources to users.
  • Assign, retrieve and keep accurate records of computer equipment.
  • Monitor, prioritize and resolve technical tickets.
  • White glove support.
  • Communicate with users and other support teams on the status of current resolution efforts as needed.
  • Report to the IT manager any issues that need to be escalated or require urgent attention.
  • Identify areas of improvement in the environment and work with teammates in developing and implementing solutions.
  • Collaborate with and mentor peers, contractors, and student workers.
  • Make sure common issues and system configurations are being documented in the knowledge base and user self-serve guides.
  • Purchasing equipment and research of new devices in the environment, RFQs Creating POs and GRPOs using SAP
  • Collaborate effectively with all Information Technology Services staff/teams.
  • Ensure that operations are aligned with the organization policies and procedures.
  • Special projects and other duties as assigned.
  • Monitor incidents on Microsoft 365 Defender
  • AV setups plan and coordination.
  • Microsoft Teams Phone System administrator

IT Support Specialist

Southern Alberta institute of technology (SAIT)
02.2021 - 08.2022
  • Provide technical support for SAIT staff and student laptops.
  • Provide access to network resources to SAIT.
  • Assign, retrieve and keep accurate records of computer equipment.
  • Monitor, prioritize and resolve technical tickets.
  • Communicate with users and other support teams on the status of current resolution efforts as needed.
  • Report to the Helpdesk Supervisor any issues that need to be escalated to management or require urgent attention.
  • Identify areas of improvement at the helpdesk and work with the Helpdesk Supervisor in developing and implementing solutions.
  • Collaborate with and mentor peers, contractors, and student workers.
  • Make sure common issues and system configurations are being documented in the knowledge base and user self-serve guides.
  • Collaborate effectively with all Information Technology Services staff/teams.
  • Ensure that the Helpdesk operations are aligned with institutional policies and procedures.
  • Participate in SAIT IT committees as required.
  • Special projects and other duties as assigned.

Internship at BEAVERLODGE

Sait, Information Technology Project Manager
06.2020 - 12.2020

Joshua & Brother Inc., Daddy Full Time
10.2019 - 05.2020
  • Parental leave.
  • Had the wonderful opportunity to watch my two kids develop and grow to become the two smart cookies they are.
  • Skills - Sleeping habits, Feeding, bathing, eating, mastered the skills of diaper change in no time, singing, selfie taking, laughing practice
  • Toy stepping and a lot of Abuelita (Grandma) calling.

Infrastructure Support Coordinator

ExxonMobil
02.2018 - 04.2019
  • Create and review documentation/process as required
  • Provide overall IT Infrastructure Global Projects coordination, which involves multiple local and global groups to complete assignments
  • And projects
  • Track incidents on ITSM and monitor events
  • Participate, with Facilities and third-party vendors, on the execution, maintenance and implementations of local IT Infrastructure and adherence to company policies.
  • Support users (Password resets, connectivity, data transfer and software troubleshooting)
  • Inventory
  • Installation and configuration in Laboratory environment, troubleshooting of lab Instruments and computers.
  • Research of new equipment for the team and purchase.
  • Hardware break fix and printing issues, physical hardware installation/removal (rack and stack servers/network equipment), desktop and laptops.
  • Microsoft patches and updates
  • Troubleshooting application compatibility issues with vendors
  • Work with various internal groups for backend connectivity issues (proxy interconnect, domain, file transfer, firewall etc.)
  • Provide hands & eyes assistance on server issues and changes.

Onsite Technical Support

Shell Canada
05.2015 - 09.2017
  • Desk-side support, Break/Fix. Procurement and inventory of computers, peripherals and computer parts, expediting process.
  • Ensure adherence to principles and architecture standards through participation in major business and technical projects.
  • Installation and configuration in Laboratory environment, troubleshooting of instruments connected to the computers and network.
  • Network Support, Support of technology initiatives, ensuring the architecture integrates with system components, including hardware, software, data, and procedures to satisfy system requirements

Field Fabrication Integrator

TransCanada Pipeline
09.2014 - 05.2015
  • Inspected communication panels, performing quality control checks.
  • Performed and designed technical consulting Technical Documentation
  • Research of innovative technologies and the future application and Support.
  • Worked with fabricators and EPCs (engineering, procurement and construction) to ensure complete products were built and delivered to site on time and ensured the integrity of the equipment installed during the fabrication and the installation of switches, Routers, Media Converters, Cell modems, Satellite units.
  • Inventory control
  • Network Configuration and Troubleshoot
  • Ubiquity and Aruba systems

Desk Side Support Tier 2/Field Technician

Compugen Inc.
05.2008 - 09.2014
  • Provide desk side support and Level 2 support to multiples Oil & Gas corporations like, Spectra Energy, CNRL, Husky.
  • Provide troubleshooting for mainstream and custom written applications (Accumap, Primavera, Office and Adobe, among others.)
  • Install custom applications both remotely and on site
  • Set up and configure Windows clients.
  • Image devices, deployment, User migration backup and restore
  • Installation and troubleshooting of various hardware such as Desktop, Laptops, Tablets, iPhones, iPads, Printers and MFP
  • Replace defective hardware components different peripherals
  • Patch network connection
  • Complete Fiber Optic installations

Education

Software Developer - Information Technology

Southern Alberta Institute of Technology (SAIT)
Calgary, AB
06.2020 - 12.2025

Supply Chain Management Extension Certificate - Supply Chain Management

Mount Royal University
Calgary, AB
12.2016

Network Infrastructure Analyst - Computer Networking

Northern Alberta Institute of Technology (NAIT)
Edmonton, AB
07.2015

Fiber Optic Technician Certification - Networking

FOA (Fiber Optic Association)
Edmonton, AB
08.2009

Skills

  • Strong customer service skills
  • Deskside Support
  • Hardware troubleshooting and repair
  • Analysis of innovative technologies
  • Implementation
  • Vendor management
  • Organizational change management
  • Supply chain purchasing
  • Commissioning
  • QA
  • Systems analysis
  • Remote support

Accomplishments

    • Cybersecurity Transformation

    Led the full-scale implementation of a cybersecurity training initiative, transforming a company with no prior security culture into a fully informed and compliant organization within one year.

    • Telecom System Overhaul

    Implemented a new enterprise phone system, delivering substantial cost savings and operational improvements. Developed user training materials and documentation to ensure smooth adoption across departments.

    • Project Delivery Excellence

    Completed a critical communication panel integration project ahead of schedule, enhancing cross-functional collaboration and reducing operational costs.

    • Global Collaboration & Innovation

    Streamlined the file-sharing process between two international laboratories, improving data exchange efficiency and earning a nomination for the Global Innovation Award.

    • Educational Outreach

    Currently collaborating with an educational initiative to support a targeted group in successfully integrating into the higher education environment through tailored resources and mentorship.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Certification

  • Software Developer
  • Supply Chain Management


Interests

  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Volunteer Work
  • Youth mentor, providing guidance and support to empower the next generation of leaders

Timeline

IT Support Specialist / Operations and Security

Black Diamond group
08.2022 - 08.2025

IT Support Specialist

Southern Alberta institute of technology (SAIT)
02.2021 - 08.2022

Software Developer - Information Technology

Southern Alberta Institute of Technology (SAIT)
06.2020 - 12.2025

Internship at BEAVERLODGE

Sait, Information Technology Project Manager
06.2020 - 12.2020

Joshua & Brother Inc., Daddy Full Time
10.2019 - 05.2020

Infrastructure Support Coordinator

ExxonMobil
02.2018 - 04.2019

Onsite Technical Support

Shell Canada
05.2015 - 09.2017

Field Fabrication Integrator

TransCanada Pipeline
09.2014 - 05.2015

Desk Side Support Tier 2/Field Technician

Compugen Inc.
05.2008 - 09.2014

Supply Chain Management Extension Certificate - Supply Chain Management

Mount Royal University

Network Infrastructure Analyst - Computer Networking

Northern Alberta Institute of Technology (NAIT)

Fiber Optic Technician Certification - Networking

FOA (Fiber Optic Association)

Similar Profiles

CREATE PROFILE
Alex Montiel