Derek Bailey
Toronto,Ontario
Summary
20 Years of experience working as an IT Support Technician for a major Accounting Firm including both Onsite and Remote support with the proven ability to analyze, diagnose and resolve computer user support issues.
Overview
26
26
years of professional experience
Work History
IT Technical Support Specialist
Ernst And Young
02.2004 - 03.2024
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Lan.
IT Support Specialist
HBE Software
Montreal, QC
03.1998 - 11.2001
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Delivered onsite technical support for 30 employees.
Education
GED -
Montreal Technology Institute
Montreal, Canada06.1992
GED -
Concordia University
Montreal, QC05.1984
Skills
- Help Desk Support
- Wireless Networking
- Application support
- Hardware Installation
- Software Deployment
- Operating System Support
- Printer Support
- Ticketing System Experience
- Remote Desktop Support
- Software Installation
- Hardware diagnostics
- Desktop support
- Windows 10
- Technical Troubleshooting
- Microsoft Windows and Office
Languages
English
Full Professional
Timeline
IT Technical Support Specialist
Ernst And Young
02.2004 - 03.2024
IT Support Specialist
HBE Software
03.1998 - 11.2001
GED -
Montreal Technology Institute
GED -
Concordia University
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