Summary
Overview
Work History
Education
Skills
Certification
Timeline
Credentials
Hi, I’m

Angela J. Dhillon

Charlottetown,PE
Angela J. Dhillon

Summary

Professional with strong background in IT support and technical troubleshooting. Skilled in diagnosing and resolving hardware and software issues, managing networks, and providing exceptional customer service. Known for effective team collaboration, adaptability, and delivering results in fast-paced environments. Proficient in various operating systems, network configurations, and IT service management tools. Reliable and flexible, ensuring seamless IT operations and user satisfaction.

Overview

25
years of professional experience
3

Certifications

Work History

ICPEI
Charlottetown, PE

IT Support Technician
08.2024 - 07.2025

Job overview

  • Provided 1st and 2nd level technical assistance to internal and external inquiries received by phone, MS Teams, in-person, and email.
  • Collaborated with IT teams to upgrade MS Teams and Citrix Workspace, ensuring minimal disruption to operations.
  • Provided exceptional customer service by effectively communicating complex technical concepts to non-technical users.
  • Reduced average ticket resolution time by developing comprehensive troubleshooting guides and resources for the IT Support team.
  • Promoted end-user self-sufficiency by creating detailed knowledge base articles covering common technical questions or concerns related to supported software applications.
  • Responsible for all new hire onboarding.
  • Guidewire Administrator: Policy Center, Billing Center, Claim Center and Contact Manager.
  • Active Directory\Powershell Administration: User and Group Management, Security Management, Group Policy Management, Documentation and Troubleshooting.
  • Exchange Administrator: User Account Management and Troubleshooting.
  • Citrix Director Administrator responsible for Company's operations including installation, integration and maintenance, performance tuning and problem management.
  • SafeNet MFA Administrator: User management, troubleshooting, token and certificate management, and reporting and auditing.
  • Bell Total Connect Administrator: Managed users, departments, and various features of the Bell Total Connect service for the Company.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
  • Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.

eDynamic Learning
Kelowna, British Columbia

Technical Support
01.2024 - 07.2024

Job overview

  • Troubleshooted, identified, isolated, analyzed and resolved varying escalated technical issues to both internal and external customers.
  • Worked with Curriculum Team to edit LTI content, further to client feedback; editing LTI content further where required.
  • Responsible for all LMS client onboarding and offboarding (Agilix Buzz, Canvas, Schoology).
  • Weekly update of LTI Course notifications regarding change of content, course retirement, new course releases and course refreshes.
  • Upload of exported LTI packages to Client Portal.
  • Created internal and external user and Administrator documentation.

Bentall Green Oak
Toronto, Ontario

Product Specialist (Contract)
01.2023 - 12.2023

Job overview

  • Assessed, troubleshooted, and resolved issues for both local and remote users related to Perceptive Content Management Application.
  • Opened, monitored, and resolved tickets within 1Path ticketing system, ensuring a comprehensive database of queries, and resolutions is up to date.
  • Account management for all Perceptive users.
  • Performed monthly Maintenance testing for Perceptive Application.
  • Worked with cross-functional teams to align processes and tasks.
  • Assisted Organization with testing of replacement solution, Nintex.
  • Reported and created Application documentation.

Datolite Solutions

Technical Support Services Coordinator
01.2021 - 12.2023

Job overview

  • Managed and supported a team of 5 Consultants, all with different skill sets.
  • Communicated with clients, providing both support through email and phone.
  • Assisted in creating a process to manage incoming services, and support-related requests, both from clients and Thomson Reuters.
  • Managed client escalations, ensuring all issues were resolved promptly to the clients’ expectations.
  • Monitored team performance, providing feedback and weekly forecasting for Management.
  • Created an internal database of client requests, which both Management and Sales used to view the status of a given client, and additionally built a Dashboard to quickly reflect this content visually.
  • Gathered and translated the business requirements based on client requests.
  • Responsible for researching and comparing Incident Management Systems for the Company to enhance productivity and provide transparency across internal departments.
  • Often worked with Support, Administration, and Development teams, along with Thomson Reuters and other third-party Project Management Vendors.
  • Created and sent estimates/quotes on behalf of reporting Consultants to Clients for approval.
  • Weekly review of Consultant Billable Time Entries and Client Invoices.

Andar Software

Technical Account Manager (Hosting)
09.2021 - 12.2021

Job overview

  • Acted as a liaison between the customer and internal company departments to translate business requirements and convey information, ensure understanding, and make certain everything got done in an accurate and timely manner.
  • Assisted customers with product’s technical aspects, both pre-sale and post-sale.
  • Evaluated customer needs, suggested upgrades and/or additional services.
  • Managed customer expectations and lead customer satisfaction.
  • Ensured deliveries arrived on time and in good condition, fulfilling customers’ requirements.
  • Provided reports to customers, management, and stakeholders on product and service performance.
  • Communicated progress to both internal and external stakeholders.
  • Kept track of key account metrics.
  • Took initiatives in identifying growth opportunities.
  • Collaborated with multiple departments to achieve sustainable growth.
  • Increased sales and won new business.
  • Informed and trained clients about product’s proper use to enhance the customer experience and improve satisfaction.

Fasken Martineau DuMoulin LLP

Business Applications Analyst
01.2019 - 12.2021

Job overview

  • Took ownership and communicated progress on work packages, including requirements management, in a concise and timely manner, escalating issues to Project Manager where appropriate.
  • Owned and completed relevant work packages through collaboration with multiple stakeholders to prepare for operational readiness, manage deadlines, and adjust to changing work priorities.
  • Contributed to Quality Assurance activities by supporting the development of test scripts and testing of developed solutions, including communication of issues and resolutions.
  • Identified risks or issues with technology solutions or design that may impact realization of project benefits and provided guidance and support to stakeholders in making favorable decisions to proactively resolve or mitigate potential risks/delays to a given project.
  • Lead, motivated, and developed relationships with the business, stakeholders, and technology partners to develop productive working relationships.
  • Ensured timely notification and escalation of possible issues/problems while assessing options and recommendations for prompt resolution.
  • Identified, documented, and validated current state processes and worked with business and stakeholders to design the desired future state.
  • Litera Microsystems Metadact Administrator: Responsible for Firmwide configuration and implementation of Metadata solution, ongoing maintenance, administration, and support of product.
  • DocuSign Administrator: Organizational Administrator, responsible for Firmwide configuration, management, and support of all matters related to DocuSign.
  • Subject Matter Expert: Litera Microsystems Change-Pro, Litera Microsystem Contract Companion, Litera Microsystems Clause Companion, Litera Microsystems DocXtools, DocXtools Numbering and DocXtools Companion, Workshare Compare, Microsoft Office 365 and SmartDraw.

Emergent

Customer Care & Document Specialist
01.2021 - 09.2021

Job overview

  • Took ownership and communicated progress on work packages, including requirements management, in a concise and timely manner, escalating issues to Project Manager where appropriate.
  • Provided frontline telephone and online technical support for Emergent products and services.
  • Provided online\telephone training to users of the Emergent Software.
  • Collaborated with Development Team to scope, test, and troubleshoot business requirements for new Software versions, Service Packs, Data Conversion, and Software Product Updates.
  • Provided proactive support and strategic direction of the company, resulting in better serving Emergents' Customers.
  • Interacted with Clients and other Departments; obtaining clarification where required.
  • Managed multiple tasks/projects simultaneously, meeting all deadlines.
  • Ensured proper logging and updating of Customer Care and Template Support Requests within Zendesk Ticketing System.
  • Advanced formatting, styling of Microsoft Word Templates.
  • Utilization of SQL Database procedures to “code” context-specific templates.
  • Quality Control of others and own work.
  • Collaborated with colleagues within the Templates Department, maintaining tight version control of all templates.

Fasken Martineau DuMoulin LLP

Applications Specialist
01.2018 - 12.2019

Job overview

  • Second-level support for a range of applications, including ACL, Adaugeo Numbering, Adobe Acrobat, DocuSign, Kira, Litera Microsystems Change-Pro, Litera Microsystems DocXtools, Microsoft Office Suite, SmartDraw, Tracker PDF-Xchange Editor and Workshare Compare; including all their components across different platforms and their integration with other applications.
  • As an Application Owner to the above-noted applications, responsible for evaluating, testing, and deploying all upgrades and patches respective to the application.
  • Investigation and troubleshooting of various issues escalated by respective Offices’ Help Desks.
  • Research new or existing applications to provide evolving solutions to Firms’ ongoing user community needs.
  • Participated in system analysis, requirements gathering, system design, and implementation planning for any existing or new systems.
  • Rigorous creation and maintenance of both technical and non-technical documentation, documenting activities, instructions, procedures, processes, workflows etc.

Fasken Martineau DuMoulin LLP

DMS\iManage Administrator
01.2017 - 12.2018

Job overview

  • Developed detailed knowledge ownership of the Firm’s iManage FileSite, iManage Email Management client, server and related iManage systems technologies, including all customizations specific to the Firm’s environment (Microsoft SQL, iManage Indexer and other additional custom add-ons within iManage).
  • Maintained knowledge of new and updated software integrated with the iManage environment.
  • Tested, deployed, and supported iManage-related software (client, server, indexer, etc.)
  • Provided advanced-level troubleshooting and application problem-solving related to the use of document- related applications.
  • Provided Firmwide direct customer support for all iManage or document storage-related issues, escalated by their respective Offices’ Help Desk.
  • Responsible for all importing and exporting of files into or out of the system.
  • Generation of Workspaces for newly created clients\users.
  • Responsible for Firmwide document disposals, deletions, and restores.
  • Collaboration with Records Management, redefining Workspaces and Ethical\Chinese Wall creation.
  • Manage and facilitate escalations to Vendors on issues that could not be resolved internally.
  • Participated in weekly team meetings; discussing latest issues, scheduled upgrades, and collaborating with team members on projects.
  • RBRO Link2DMS administration and configuration.

Vertex Solutions Corporation

Technology & Business Alignment Analyst
01.2016 - 12.2017

Blaney McMurtry LLP

Applications Support Analyst
01.2015 - 12.2016

Lenczner Slaght LLP

IT Support Specialist
01.2013 - 12.2015

LEO Pharma Inc.

IT Help Desk Support
01.2009 - 12.2013

Education

CompuCollege School of Business
Charlottetown, PE

Information Technology Support Specialist Diploma
09.1998 - 11.1999

Skills

  • Hardware installation
  • Remote desktop support
  • Help desk support
  • Verbal and written communication
  • Ticket management
  • Asset management
  • Active Directory management
  • End-user training
  • Documentation

Certification

  • ITIL v3
  • Networking Comprehensive Diploma
  • Microsoft Certified Professional
  • Certified Novell Administrator

Timeline

IT Support Technician

ICPEI
08.2024 - 07.2025

Technical Support

eDynamic Learning
01.2024 - 07.2024

Product Specialist (Contract)

Bentall Green Oak
01.2023 - 12.2023

Technical Account Manager (Hosting)

Andar Software
09.2021 - 12.2021

Technical Support Services Coordinator

Datolite Solutions
01.2021 - 12.2023

Customer Care & Document Specialist

Emergent
01.2021 - 09.2021

Business Applications Analyst

Fasken Martineau DuMoulin LLP
01.2019 - 12.2021

Applications Specialist

Fasken Martineau DuMoulin LLP
01.2018 - 12.2019

DMS\iManage Administrator

Fasken Martineau DuMoulin LLP
01.2017 - 12.2018

Technology & Business Alignment Analyst

Vertex Solutions Corporation
01.2016 - 12.2017

Applications Support Analyst

Blaney McMurtry LLP
01.2015 - 12.2016

IT Support Specialist

Lenczner Slaght LLP
01.2013 - 12.2015

IT Help Desk Support

LEO Pharma Inc.
01.2009 - 12.2013

CompuCollege School of Business

Information Technology Support Specialist Diploma
09.1998 - 11.1999

Credentials

  • MCP
  • CNA
  • ITIL

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Angela J. Dhillon