Alex Mwesigye
Technical Support Specialist
Calgary,AB
Summary
Technical Support Specialist with 8 years of experience, supporting enterprise users across multi-office environment. Handles Microsoft 365 administration, Teams, Outlook, SharePoint, OneDrive, account provisioning, license assignment, and device deployment for hybrid teams. Keeps users productive by resolving hardware, software, and mobile device issues while partnering on infrastructure and security initiatives.
Overview
3
3
Languages
4
4
Certifications
11
11
years of professional experience
Work History
Technical Support Specialist
Dentons Canada
10.2019 - Current
- Resolve 50 support tickets per week for enterprise users across multiple offices while maintaining responsive service.
- Support Microsoft 365 administration across Teams, Outlook, SharePoint Online, OneDrive, and Copilot for daily user needs.
- Manage onboarding, user account provisioning, license assignment, access management, and MFA administration for new and existing staff.
- Deploy and support hardware, software, and mobile devices through Microsoft Intune and mobile device management workflow.
- Collaborate on infrastructure and security initiatives while documenting troubleshooting steps and support procedures clearly.
Technical Support Representative
Staples Canada
04.2016 - 09.2019
- Reduced incident resolution time by 99% by guiding users through setup, repairs, and software fixes.
- Resolved 60 support tickets per shift through remote troubleshooting across Windows, hardware, software, and cloud services.
- Delivered remote support for Windows environments and Microsoft 365 issues, including SharePoint Online and device provisioning.
- Supported user account provisioning, access management, and MFA administration in Active Directory and Microsoft Entra ID.
- Documented troubleshooting steps clearly and recommended appropriate technology solutions based on user needs.
Help Desk Support
Pearson Canada Inc
09.2015 - 03.2016
- Maintained system uptime at 90% by supporting access requests, password resets, and day-to-day user account activity.
- Reduced incident resolution time by 95% through faster triage, escalation, and follow-up with end users.
- Managed user accounts, account access requests, and password resets for Pearson Canada Inc employees.
- Provided technical support for Microsoft 365 Administration, Microsoft Teams, and SharePoint Online issues.
- Supported user onboarding and device provisioning, including Microsoft Intune setup and remote support troubleshooting.
- Resolved hardware troubleshooting issues and basic networking problems to restore employee productivity quickly.
- Documented recurring issues and support steps to strengthen technical documentation and improve future ticket handling.
Education
Certificate - Computers and Information Technology
McGill University
Montreal01-2023
Diploma - Computer Networking & Security
Willis College
Ottawa01-2015
Bachelor of Business Administration - undefined
National University of Rwanda
Kigali01-2012
Skills
- Microsoft 365 Administration
- SharePoint Online
- Networking
- Microsoft Intune
- Active Directory
- Microsoft Entra ID
- Microsoft Teams
- Hardware Troubleshooting
- Remote support
- Device provisioning
- Mobile device management
- ServiceNow ticketing
- User account provisioning
- MFA administration
- License assignment
- Access management
- Technical documentation
Certification
CompTIA A+
Timeline
Technical Support Specialist
Dentons Canada
10.2019 - Current
Technical Support Representative
Staples Canada
04.2016 - 09.2019
Help Desk Support
Pearson Canada Inc
09.2015 - 03.2016
Bachelor of Business Administration - undefined
National University of Rwanda
Diploma - Computer Networking & Security
Willis College
Certificate - Computers and Information Technology
McGill University