Hi, I’m
Collin Lungo
Ottawa,Ontario
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Client-centric Leader in Technical Support Services with 15+ years of experience in providing technical expertise regarding calls or requests to the IT Service Desk for support and resolution of issues and problems encountered with technologies. Deliver telephone and email support and guidance, as well as on-line distance troubleshooting, diagnosis of problems, and the application of corrective measures.
Overview
10
years of professional experience
1
Certification
Work History
Huawei Technologies Canada Co
IT Engineer Support, Quality & Control Department
06.2015 - Current
Job overview
- Provide independent support of computer hardware, PC builds, software, and peripherals, managing technology obsolescence for mining clients and 2nd level support to Help Desk for PC and laptop issues
- Support 600+ data and communication networks, including wiring and related software/hardware upgrades, modifications, replacements and troubleshooting with corporate IT
- Develop guidelines and provide effective planning, communication, training for mining personnel, delegating responsibilities to team members, and providing status to 30+ supervisors and clients
- Assist in onboarding 250+ new staff members by providing appropriate IT equipment and software as per project requirements
- Assign and prep remote systems for use (systems logged in IT asset tracker), review for accuracy
- Conduct account password resets or account unlocks via Local AD or Azure AD (Active Directory)
- Optimistic, pro-active, team player streamlining regional and office network implementation and maintenance to ensure compliance.
Huawei Technologies Canada Co
Project Coordinator
03.2018 - 10.2021
Job overview
- Led multiple IT projects from initiation to closure, adhering to project scope, schedule, and budget constraints
- Defined project objectives, milestones, and deliverables, ensuring alignment with organizational goals
- Identified project risks and developed mitigation strategies to minimize potential impacts
- Facilitated regular meetings with stakeholders to provide project updates and address concerns
- Managed project documentation, including project plans, status reports, and change requests
- Collaborated with vendors and suppliers to procure necessary resources and services for project implementation.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- We tracked hours and expenses to keep the project on task and within budgetary parameters.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions that could potentially be incorporated into existing/new projects being undertaken by the company.
Health Canada
System Administrator
11.2014 - 06.2015
Job overview
- Partnered with 15+ team leads to streamlining the deployment process for Health Canada employees
- Configured, supported, and performed routine maintenance of hardware and software for desktops
- Prepared and imaged baseline software, added the computer to the Health Canada domain server and activated license; built and deployed computers, laptops, and docking stations
- Worked with client and the computer service technician to analyze customer issues, study existing requirements, gather information and data, complete installation, and perform tests
- Troubleshoot 800+ computer and printer problems provided LAN/VPN support, and managed records of 900+ client inquiries, from initial call to incident resolution.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Managed onboarding and offboarding of employees.
Department of National Defense
Service Desk Analyst
09.2014 - 11.2014
Job overview
- Offered telephone support for all clients and users, changed and setup user accounts and passwords
- Monitored store activities including program stats and inventory
- Executed phone support to on-site and off-site customers (average 200 help desk calls and emails daily) as a team of 5 analysts
- Propelled success using an assist ticketing system and Remedy ticketing system for 3 months
- Supported password reset in SAP, AS 400, and network access (using Lighthouse- Identity Manager)
- Supported users in Windows XP operating systems and Windows 7 operating systems.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
City Ottawa, Nova Network
Service Desk Analyst
01.2014 - 09.2014
Job overview
- Located client and computer or laptop, then installing and maintaining the Windows 7 upgrade
- Worked in a team environment to maintain and monitor Windows 7 by installing and maintaining software like MS Office 2007, 2010, Bentley, and AutoCAD to improve system performance
- Scanned and backed up the client account for critical, sitting, and important files to provide timely and reliable system administration
- OS and Software Imaging and Installation, installing required software and launching once to ensure software opened without error
- Ensured other peripherals such as scanners or dual monitors (upgrades) were installed and configured, and monitored for user issues; maintained the hardware by providing user assistance when required.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up workstations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
Education
Carleton UniversityOttawa, ON
Mechanical Engineering Degree
06.2003
Skills
- Microsoft 365
- MS Teams
- MS Exchange
- MS SharePoint
- MS Office
- Access
- PowerPoint
- WordPerfect
- Antivirus
- Norton Utilities
- MS Explorer
- Microsoft server 2008
- PC Support
- Laptops Support
- Mac
- MacBook
- Mac Mini
- Office Equipment
- MS Terminal server
- Router
- Peripheral
- Switches
- Hubs
- Performance Optimization
- Continuous Process Improvement
- Training & Development
- Information Technology
- Stakeholder Relationships
- Human Resources Operations
- Employee Engagement
- People Management
- Strategic Leadership
- Diversity, Equity, & Inclusion
- Project Coordination
- Time Management
- Problem-Solving
- Customer Service
- Workload Management
- Team Leadership
- Risk Analysis and Management
- Customer Management
- Quality Assurance
- Training and Development
- Research
- Project Lifecycle
- Technical Support
- Hardware and software installation
Certification
- CompTIA A+
- ITIL Foundation Certification
Timeline
Project Coordinator
Huawei Technologies Canada Co
03.2018 - 10.2021
IT Engineer Support, Quality & Control Department
Huawei Technologies Canada Co
06.2015 - Current
System Administrator
Health Canada
11.2014 - 06.2015
Service Desk Analyst
Department of National Defense
09.2014 - 11.2014
Service Desk Analyst
City Ottawa, Nova Network
01.2014 - 09.2014
Carleton University
Mechanical Engineering Degree
Work Preference
Work Type
Full TimeContract WorkPart TimeInternshipWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceWork from home optionStock Options / Equity / Profit SharingPersonal development programsTeam Building / Company RetreatsFlexible work hoursHealthcare benefitsPaid sick leaveCareer advancement4-day work weekPaid time off401k matchCompany CultureAccomplishments
- Resolved product issues through consumer testing.
- Collaborated with team of 5 in the development of Idesk.
- Supervised team of 5 staff members.
- Documented and resolved new users which led to make the first day as easy as possible.
- Resolved product issue through consumer testing.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Recipient of individual and departmental awards for providing stellar client service.
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