Arash Pourazizi
North Vancouver,BC
Summary
IT Team Lead with extensive experience in managing high-performing Helpdesk teams, ensuring efficient technical operations and exceptional customer service. Skilled in coordinating major events and implementing technology solutions, achieving significant reductions in escalations and operational costs through strategic training and resource management.
Overview
23
23
years of professional experience
Work History
IT Team Lead
PNE
Vancouver, BC
01.2021 - Current
- Led day-to-day IT Helpdesk operations, providing technical leadership for team of up to five technicians in high-volume, customer-focused environment.
- Coordinated technical support, workload priorities, escalations, deployments, and major-event technology requirements.
- Provided Tier 2 support for high-severity and business-impacting technical issues, coordinating troubleshooting and escalation when issues require additional technical resources or vendors.
- Monitored service requests and incidents through the HubSpot IT support ticketing system, ensuring timely updates, end-user resolution, escalation, and SLA compliance.
- Managed and troubleshoot Cisco Meraki switches, wireless access points, LAN/WAN connectivity, VPNs, firewalls, cabling, fiber connections, and SFPs.
- Administered and supported Microsoft 365, Outlook, Intune, Azure, Exchange, Microsoft Teams, Active Directory, Windows Server, and Windows 11 environments.
- Deployed, configured, maintained, re-imaged, and troubleshoot desktops, laptops, POS units, printers, PC sticks, mobile devices, and other endpoint equipment.
- Used PDQ Endpoint for application and system deployment, operating-system upgrades, patches, security updates, and service packs.
- Prepared new technology units for deployment, including operating-system installation, optimization, Microsoft cloud connectivity, configuration, and testing.
- Administered and supported tools and platforms including TeamViewer, SolarWinds, Datto, Teradici, Parallels, AppRiver, Sophos Site Management, and Print Server environments.
- Monitored system performance, analyzed recurring technical issues, identified trends, and provided actionable recommendations to management.
- Developed and maintained technical documentation, configuration information, equipment history, procedures, and troubleshooting records.
- Provided technical training and guidance to new and existing employees, helping users and technicians understand systems, procedures, and effective troubleshooting practices.
- Developed training for new and existing staff, achieving a 50% reduction in hardware-related escalations as organization scaled.
- Developed an OS re-imaging solution for POS and PC-stick units across different operating systems.
- Coordinated technology requirements for major events and high-volume operations, including FIFA Fan Festival 2026, PWHL events, PNE Summer Fair, and PNE Winter Fair.
- Supported POS infrastructure, including computers, printers, payment terminals, handheld scanners, and associated peripherals, during deployment and event operations.
- Worked collaboratively with internal teams, vendors, service providers, and technical resources to resolve issues and maintain reliable IT services.
Technical Support Engineer - Tier 2
TECHPOS INTERNATIONAL CORP.
Vancouver, BC
11.2020 - 09.2021
- Provided Tier 2 technical support for high-severity and business-impacting hardware, software, operating-system, and connectivity issues.
- Troubleshot Microsoft operating systems, peripherals, drivers, VPNs, firewalls, wireless connectivity, ISP performance, and other network elements.
- Delivered remote technical support via TeamViewer and managed Print Server environments.
- Diagnosed and repaired hardware including screens, mainboards, and other components.
- Prepared new POS units, laptops, and PC sticks through operating-system installation, optimization, configuration, and Microsoft cloud connection for deployment.
- Reconfigured and re-imaged POS units, laptops, printers, handheld scanners, and other peripherals for redistribution.
- Monitored system performance, analyzed recurring issues, and proposed solutions to management.
- Implemented training initiatives to enhance user understanding of hardware issues by approximately 50%.
- Developed a multi-operating-system re-imaging solution that reduced OS malfunction issues by approximately 80%.
IT Operations Analyst / Technical Sales
METROBIT INC.
Vancouver, BC
07.2019 - 09.2021
- Onboarded new commercial, industrial, and enterprise customers and developed technology solutions based on customer requirements.
- Prepared technical presentations, proposals, quotations, and solution documentation.
- Managed tenders and RFPs across British Columbia, monitoring opportunities, reviewing requirements, attending site meetings, and coordinating with system-design resources to align solutions with client needs.
- Identified and coordinated subcontractors required for project delivery and negotiated contract pricing, terms, and conditions.
- Coordinated project kickoff activities and supervised subcontractor work, ensuring compliance with requirements, industry standards, and project specifications.
- Installed and configured Windows Server environments and software components for technology projects.
- Implemented Video Management Systems, Access Control Systems, Video Analytics applications, and related technology solutions.
- Configured IP cameras, access controllers, IP speakers, and related infrastructure.
- Facilitated integration of multiple technology platforms and third-party systems, enhancing interoperability and functionality across solutions.
Computer Support Technician
LANGARA COLLEGE
Vancouver, BC
01.2019 - 06.2019
- Delivered Tier 2 IT support to resolve incidents, enhancing user experience in education/service-oriented environment.
- Supported Windows 7, Windows 8.1, Windows 10, OSX, and Citrix environments.
- Resolved Office 365 issues and maintained accounts and distribution lists, facilitating seamless communication and collaboration.
- Executed Active Directory onboarding/offboarding and managed group and privilege changes to ensure proper access and security.
- Deployed operating-system images and software to desktops and laptops using SCCM.
- Prioritized, tracked, and updated incidents and service requests using BMC Footprints Service Core.
- Provided user training and assistance with supported hardware and software.
- Provided recommendations relating to technical standards, guidelines, and procedures.
Service Desk Analyst / Service Administration
INTELLINET TECHNOLOGIES INC.
Richmond, BC
01.2015 - 01.2019
- Provided service desk, technical support, incident management, service administration, and field-resource coordination within a cloud-computing managed-services environment.
- Managed incident tracking, monitoring, updating, and administration to ensure compliance with SLA commitments.
- Collaborated with customers, technicians, vendors, and internal resources to ensure seamless technical service delivery.
- Provided remote support to customers using remote connectivity tools.
- Monitored and troubleshot WAN, LAN, Wi-Fi, Internet connectivity, and network performance.
- Interpreted and documented technical incidents and problems reported by clients.
- Supported project-oriented work orders and associated service administration.
- Recruited, negotiated with, and dispatched technicians across Canada, matching technical resources to customer/site requirements, schedules, work orders, priorities, and service expectations.
Computer Services Manager
BEST BUY CANADA
West Vancouver, BC
01.2004 - 01.2015
- Led technical services department and team of up to nine technicians, overseeing operational performance, scheduling, customer service, employee development, technical support, safety, financial performance, and service delivery.
- Managed in-home technical services and dispatched technicians to customer locations based on workload, priority, geography, and service commitments.
- Coordinated department planning, administration, scheduling, coverage, workflow, and resource allocation to ensure efficient operations.
- Provided coaching, training, motivation, and work direction to employees to achieve operational and customer-service objectives.
- Provided advanced technical support, configuration, troubleshooting, installation, and repair for hardware and software.
- Resolved complex technical problems and supported technicians with escalated issues.
- Ensured Technical Services operations complied with security, safety, customer privacy, and data-related procedures.
- Created and managed ongoing safety training for tools and facilities, contributing to zero lost-time accidents over eight years.
- Achieved a 50% reduction against department budget by restructuring technician roles and responsibilities within four months.
- Managed work orders, billing processes, inventory, parts supplies, reports, and operational documentation.
- Assisted network administrators with setup, upgrades, and troubleshooting of store network systems.
- Resolved customer issues and complaints through effective communication and problem-solving strategies, focusing on practical resolutions and fostering long-term customer relationships.
- Supported and trained junior technicians while maintaining service quality and operational standards.
Education
Certificate in Network Administration Technician -
British Columbia Institute of Technology (BCIT)
Bachelor of Science - Computer Engineering
Tehran University
Skills
- IT leadership
- ITSM operations
- SLA management
- Tier 2 support
- Desktop & Technical Services
- Microsoft 365 & Office 365
- Windows 10 / 11 & Windows Server
- Active Directory & Group Policy
- Microsoft Intune & Azure
- Exchange & Microsoft Teams
- Cisco Meraki Networking
- LAN / WAN / Wi-Fi / VPN
- Firewalls, Switches, Routers & Wireless
- Endpoint Deployment & Management
- IT Project Support & Implementation
- Technical Documentation & Knowledge Bases
- Staff training
- Security, Privacy & Corporate Policies
- Vendor & Subcontractor Coordination
- Workload prioritization
- Staff Scheduling & Resource Dispatch
- Event IT operations
- Service Management & Support: HubSpot
- BMC Footprints Service Core
- Autotask
- TeamViewer
- SolarWinds
- Datto
- Teradici
- Parallels
- Print Server
- Security & Technology: Endpoint security
- Sophos
- AppRiver
Security Technology
- Endpoint security
- Sophos
- AppRiver
Certifications Professional Development
- Cisco Meraki Certification, Certified Meraki Network Operator
- Axis Certified Professional
- Avigilon ACC 7 Certification
- Apple ACMT Certification
- Genetic Academy Certification
- AURORA Access Control System
- CompTIA A+ Certification
- Cisco Certified Entry Networking Technician (CCENT)
- Linux Essentials - BCIT | BCIT
- Microsoft Server 2016 - 70-742 - BCIT | BCIT
- Security Systems Certification
- Network Infrastructure Cabling Certification
- Introduction to Diversity, Equity and Inclusion
- Valid British Columbia Driver's Licence
Service Management Support
- HubSpot
- BMC Footprints Service Core
- Autotask
- TeamViewer
- SolarWinds
- Datto
- Teradici
- Parallels
- Print Server
Timeline
IT Team Lead
PNE
01.2021 - Current
Technical Support Engineer - Tier 2
TECHPOS INTERNATIONAL CORP.
11.2020 - 09.2021
IT Operations Analyst / Technical Sales
METROBIT INC.
07.2019 - 09.2021
Computer Support Technician
LANGARA COLLEGE
01.2019 - 06.2019
Service Desk Analyst / Service Administration
INTELLINET TECHNOLOGIES INC.
01.2015 - 01.2019
Computer Services Manager
BEST BUY CANADA
01.2004 - 01.2015
Bachelor of Science - Computer Engineering
Tehran University
Certificate in Network Administration Technician -
British Columbia Institute of Technology (BCIT)