Dynamic and results-driven Technical Support Representative with a strong ability to provide clients with clear guidance and actionable solutions. Expertise in troubleshooting and desktop support for both Windows and Mac systems, consistently achieving first-call resolution for complex issues. Microsoft-certified IT Support Specialist with over 5 years of experience delivering Tier 1 and Tier 2 support in diverse IT environments, showcasing proficiency in Windows systems administration, enterprise tools such as Intune and SCCM, and network troubleshooting. Recognized for leadership in cross-functional teams, a commitment to service excellence, and a passion for enhancing IT operations through innovative approaches and collaborative efforts.
Hi, I’m
Benjamin Francis
Calgary
Summary
Overview
7
years of professional experience
1
Certification
Work History
Allon Consulting Inc
IT Support Specialist
11.2024 - Current
Job overview
- Delivered Tier 1/2 support for 100+ users, managing Active Directory, Microsoft 365, and Intune environments.
- Diagnosed hardware/software/network issues, including VPN, DNS, and group policy troubleshooting.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Automated tasks with PowerShell; maintained documentation in ServiceNow.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Collaborated with cybersecurity team for incident escalation and compliance.
- Key Achievements:
- Deployed 30+ devices during hardware refresh with zero disruption.
- Built IT dashboards tracking KPIs and support trends.
JNC International
IT & Digital Strategy Administrator
02.2023 - 11.2024
Job overview
- Managed clinical IT systems (EHR, PACS) and digital tools supporting telehealth and patient access.
- Supported Active Directory, Exchange Online, and hybrid Azure AD configurations.
- Led cybersecurity enforcement, data recovery testing, and change management initiatives.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Key Achievements:
- Championed Power BI adoption for executive reporting.
- Achieved 99.99% system uptime across departments.
AA&R Investment Group
Business Analyst / Project Supervisor
11.2020 - 01.2023
Job overview
- Conducted business analysis and project oversight for digital transformation across HR, IT, Finance.
- Managed end-to-end implementation of Microsoft Business Central ERP.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Key Achievements:
- Boosted productivity by 40% post ERP deployment.
- Led user adoption efforts with over 85% adoption in 6 months.
Longbridge Technologies Ltd
Administrator, IT Infrastructure & Automation
10.2018 - 09.2019
Job overview
- Oversaw server, firewall, and virtualization infrastructure maintenance (on-prem & cloud).
- Assisted DevOps team in developing CI/CD pipelines and supported VMware/ESXi environments.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Key Achievements:
- Migrated on-prem services to Office 365 cloud with minimal downtime.
- Set up and managed bare-metal ESXi infrastructure for enterprise banking systems.
Education
University of LagosLA, NG
Postgraduate Diploma from Risk Management
01-2021
University Overview
Covenant UniversityOG, NG
B. Eng. from Information & Communication Technology
06-2008
University Overview
Skills
- Troubleshooting & Problem Solving
- Customer Service & Communication
- Remote Support Tools Proficiency
- Operating System Expertise
- Hardware Setup & Maintenance
- Ticketing Systems & ITSM Tools
- Networking Basics
- Software Installation & Support
- Cybersecurity Awareness
- Documentation & Knowledge Management
Certification
- Microsoft Certified Solutions Associate (MCSA)
- Microsoft Certified IT Professional (MCITP)
- Microsoft Certified Technology Specialist (MCTS)
- Certified Scrum Associate – Skill Front
- ISO/IEC 27001 InfoSec Associate – Skill Front
- ITIL Foundations (knowledge)
- AZ-900: Microsoft Azure Fundamentals
- Sophos MSP Certification
- Google Analytics
- Power BI (LinkedIn Learning)
Languages
English
Native or Bilingual
German
Limited Working
Interests
- Volunteering
- I participate in a variety of outdoor recreational activities
- Enjoy creating and following travel blogs and vlogs
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Dancing
- I like working with my hands and fixing things
- Music
- Reading
- Strategy Games
- I enjoy helping others and giving back to the community
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Specialist
Allon Consulting Inc
11.2024 - Current
IT & Digital Strategy Administrator
JNC International
02.2023 - 11.2024
Business Analyst / Project Supervisor
AA&R Investment Group
11.2020 - 01.2023
Administrator, IT Infrastructure & Automation
Longbridge Technologies Ltd
10.2018 - 09.2019
University of Lagos
Postgraduate Diploma from Risk Management
Covenant University
B. Eng. from Information & Communication Technology
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