Summary
Overview
Work History
Education
Skills
Websites
Languages
Certification
Timeline
KEY COMPETENCIES
Generic

DAVID GEOFREY

Mississauga

Summary

Detail-oriented IT Help Desk professional with 4 years of hands-on experience providing technical support to end users in professional and legal environments. Proven expertise in fielding incoming calls, troubleshooting application and hardware issues, and performing hands-on fixes at the desktop level. Skilled in Microsoft 365 administration, Windows 10/11 support in AD domain environments, and mobile device management using Microsoft Intune. Intermediate cybersecurity expertise with CCNA Cybersecurity certification, specializing in threat detection, security incident response, and SOC operations. Demonstrated ability to maintain security compliance while delivering exceptional client support in fast-paced environments.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Administrator

Kronis, Rotstzain, Margles, Cappell LLP (KRMC)
09.2024 - Current
  • Field incoming calls from end users and resolve application and hardware issues, achieving high satisfaction rates through effective troubleshooting of desktops, laptops, and Office 365 applications in legal environment
  • Perform hands-on fixes at desktop level under direction of senior IT staff, supporting legal professionals and corporate staff with hardware and software issues
  • Record, track, and document problem-solving processes including all successful and unsuccessful decisions made through final resolution using ITIL-compliant ticketing systems
  • Administer new hire technology needs including secure account provisioning, desktop imaging, and workstation configuration using Azure AD and Office 365 Admin tools
  • Perform preventative maintenance including installation of service packs, patches, hotfixes, anti-virus software, and security-related updates as directed by team leaders
  • Apply diagnostic utilities to aid in troubleshooting hardware, software, and network connectivity issues across multiple platforms
  • Assist in maintaining cybersecurity best practices including endpoint protection, phishing awareness, and access control policies in compliance with Law Society of Ontario requirements
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved and document outcomes
  • Communicate application problems and issues to team leaders and coordinate with third-party vendors for escalations
  • Administer Microsoft Intune for secure multi-platform device management (Windows, macOS, iOS, Android) with expertise in Apple and Android mobile devices
  • Deploy and support collaboration tools including Microsoft Teams, Zoom, Webex, SharePoint, and OneDrive
  • Develop and test security-hardened desktops and monitor email threats including phishing and malware
  • Deploy and support collaboration tools including Microsoft Teams, Zoom, Webex, SharePoint, and OneDrive with security-first configuration approach

IT Help Desk Technician

Lassonde Beverages Canada
02.2022 - 08.2024
  • Fielded incoming technical support calls and resolved numerous monthly application and hardware issues across Windows and macOS environments
  • Performed hands-on desktop fixes and hardware troubleshooting, improving system reliability through preventative maintenance protocols
  • Recorded, tracked, and documented all incidents and resolution steps within Jira ticketing system with detailed problem-solving processes
  • Achieved high first-contact resolution rate through implementing efficient remote diagnostics protocols and systematic troubleshooting
  • Administered new employee technology setup including desktop imaging and account creation, significantly reducing deployment time
  • Performed preventative maintenance including service pack installation, security patches, and anti-virus policy enforcement
  • Applied diagnostic utilities and troubleshooting methodologies, substantially reducing recurring network issues
  • Tested fixes and performed post-resolution follow-ups to ensure adequate problem resolution
  • Expedited account management processes handling numerous weekly password resets and Active Directory modifications
  • Enhanced cybersecurity posture by implementing security patch deployment schedules, monitoring for potential threats, and conducting security awareness training for end users
  • Applied advanced threat detection protocols and cybersecurity operations techniques to identify and respond to potential security incidents and network anomalies
  • Conducted malware analysis and security event correlation using systematic SOC methodologies to enhance overall security posture
  • Implemented comprehensive security monitoring and incident response procedures based on industry-standard cybersecurity operations practices
  • Configured secure VPN access and created troubleshooting guides for remote workers
  • Developed targeted training programs for common applications, significantly increasing user self-service capabilities
  • Collaborated with cross-functional teams to identify and resolve complex technical problems
  • Configured hardware, devices, and software to set up work stations for employees.
  • Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.

Education

College Diploma - Computer Systems Technician (Honours)

Seneca College
Toronto, ON
04-2024

Skills

  • Operating Systems: Windows 10/11 (Active Directory domain environment), Windows Server, macOS, Linux
  • Applications: Microsoft Office Suite (Word, Excel, Outlook), Microsoft 365 environment, SharePoint, Microsoft Dynamics NAV
  • Mobile Device Management: Microsoft Intune (iOS, Android), Apple and Android device support, endpoint management
  • Collaboration Tools: Microsoft Teams, Zoom, Webex, OneDrive, SharePoint
  • Security & Compliance: Cybersecurity operations, threat detection and analysis, security incident response, SOC operations, malware analysis, network security monitoring, endpoint protection, phishing awareness, access control policies, vulnerability assessment
  • Support Tools: Jira, ServiceNow, ITIL-compliant ticketing systems, remote desktop, desktop imaging, diagnostic utilities, SIEM tools, security monitoring platforms
  • Hardware: Desktop/laptop troubleshooting, hands-on fixes, servers, printers, iPads, preventative maintenance
  • Network: TCP/IP, VPN, wireless access points, routers, switches, network monitoring
  • Scripting: PowerShell, Python, SQL, Bash

Languages

English

Certification

  • Current Certifications:
  • MS Azure Fundamentals (Az900) | CCNA Cybersecurity Operations (CyberOps) | Microsoft Endpoint Administrator Associate
  • Google Technical Support Fundamentals | Hack-the-box(in-progress)

Timeline

IT Administrator

Kronis, Rotstzain, Margles, Cappell LLP (KRMC)
09.2024 - Current

IT Help Desk Technician

Lassonde Beverages Canada
02.2022 - 08.2024

College Diploma - Computer Systems Technician (Honours)

Seneca College

KEY COMPETENCIES

  • Help Desk Support: 4 years of experience providing technical support in professional environments with proven customer satisfaction
  • Problem Documentation: Expert in recording, tracking, and documenting problem-solving processes from initial contact through resolution
  • Microsoft 365 Environment: Proficient in troubleshooting Office applications, Teams, SharePoint, and Outlook for end-user support
  • Windows 10/11 AD Domain: Extensive experience supporting Windows environments within Active Directory domain infrastructure
  • Mobile Device Management: Skilled in Microsoft Intune administration for iOS and Android devices with hands-on mobile support experience
  • Advanced Cybersecurity Operations: CCNA CyberOps certified with specialized expertise in threat hunting, security incident response, SOC operations, malware analysis, and network security monitoring
  • Security Compliance & Microsoft Ecosystem: Extensive experience with endpoint protection, access control policies, and regulatory compliance, enhanced by pursuing Microsoft SC-900 for platform-specific security knowledge
  • Legal Environment Experience: Proven experience working in law firm environment with deep understanding of compliance, data protection requirements, and cybersecurity regulations
  • Hardware Troubleshooting: Strong technical hardware skills with hands-on desktop and server maintenance capabilities
  • Customer Service Excellence: Excellent troubleshooting, communication, and interpersonal skills with focus on professional client support
  • Team Collaboration: Dedicated team player with excellent time management and analytical skills
  • Adaptability: Flexible and able to multitask while staying calm in fast-paced, deadline-oriented environments
  • Continuous Learning: Committed to staying up-to-date with current and emerging technologies in the industry

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DAVID GEOFREY