Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Brian Sousa

Brampton,Ontario

Summary

Sr. IT Support Analyst with advanced expertise in troubleshooting, diagnosing, and resolving hardware, software, and network connectivity issues. Committed to maintaining optimal system uptime, reducing overhead costs, and delivering a seamless user experience. Proven leadership in managing system architecture and improving operational efficiency through innovative solutions.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Sr. IT Support Analyst

Q4Inc
11.2019 - Current
  • Maintain transparent communication with management, ensuring the achievement of performance metrics in line with SLA requirements.
  • Proactively manage client expectations, delivering timely issue resolutions and regular business-friendly updates, ensuring high client satisfaction.
  • Extensive experience in Access Control, including User Provisioning, Onboarding, Single Sign-On (SSO), and Active Directory.
  • Led the design and implementation of Single Sign-On, optimizing access management.
  • Oversaw the deployment of company laptops using Microsoft Deployment Toolkit, standardizing system configurations across the organization.
  • Managed all company-issued laptops via Workspace One MDM, ensuring device security and operational efficiency.

Help Desk Technician

TriOS College
03.2019 - 06.2019
  • Delivered technical support for desktop/workgroup issues, efficiently resolving or escalating problems affecting triOS College and Eastern College employees and students.
  • Collaborated with Network Technical Assistants to troubleshoot and diagnose issues, acting as the first point of contact for technical queries.
  • Handled setup, installation, configuration, and maintenance of desktop hardware and software across multiple college locations.

Network Technical Assistant

TriOS College
09.2017 - 03.2019
  • Provided first-line technical support to staff and students, diagnosing and resolving hardware, software, and network issues.
  • Assisted IT teams in imaging and deploying hard drive images across various faculties.
  • Maintained and updated equipment inventories, ensuring the smooth functionality of computer systems and associated hardware like projectors and printers.

Education

Diploma - Information Technology

TriOS College
Brampton, ON
06.2019

Skills

  • Fast Learner
  • Advanced Computer Skills
  • Microsoft Office Suite
  • Problem Solving
  • Customer Service Excellence
  • Team Collaboration and Leadership

Languages

English
Native or Bilingual

Certification


  • CompTIA A+
  • CompTIA Linux+
  • CompTIA Network+
  • Microsoft Certified Professional
  • Microsoft Certified Solutions Associate (Server 2016)
  • Microsoft Certified Solutions Associate (Windows 10)
  • Microsoft Certified Solutions Expert (Cloud Platform and Infrastructure)
  • Microsoft Certified Solutions Expert (Productivity)

Timeline

Sr. IT Support Analyst

Q4Inc
11.2019 - Current

Help Desk Technician

TriOS College
03.2019 - 06.2019

Network Technical Assistant

TriOS College
09.2017 - 03.2019

Diploma - Information Technology

TriOS College

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Brian Sousa