Donovan Rivera
Montreal,Canada
Summary
IT Support Specialist with extensive experience in the Federal Government, specializing in technical support and customer service. Achieved a 15% increase in first contact resolution through effective training on remote collaboration tools. Proficient in Active Directory and Microsoft 365, dedicated to enhancing user experiences and resolving issues proactively.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Federal Government
Montreal, Canada
11.2020 - 06.2025
- Provide Level 1 and Level 2 support to over 500 end-users in an office environment
- Resolved technical issues related to user accounts, VPN, printers, and Microsoft 365 apps
- Managed user permissions and profiles through Active Directory and Azure AD
- Maintained a ticket resolution rate above SLA benchmarks, improving FCR by 15%
- Trained new employees on best practices for remote collaboration tools (Teams, Share Point)
Help Desk Analyst
Fujitsu
Montreal, Canada
05.2019 - 10.2020
- Supported end-users remotely using SCCM, Remote Desktop, and VPN configurations
- Handled password resets, account lockouts, and access requests through AD
- Escalated complex tickets appropriately while maintaining ownership and follow-ups
- Reduced ticket backlog by 20% through proactive issue resolution and documentation
Technical Support Advisor
Apple
North America
06.2019 - 09.2019
- Delivered customer service and technical support for iOS/macOS users across North America
- Troubleshot Apple ID, iCloud sync, iPhone backup, and device performance issues
Wire Agent
RBC Royal Bank
Montreal, Canada
01.2018 - 05.2019
- Provided front-line support for banking inquiries and transactions
- Leveraged internal systems to troubleshoot client account issues with empathy and speed
Education
Some College (No Degree) - Marketing
TAV College
MTLSkills
- Technical support
- Active Directory
- VPN configuration
- Microsoft 365
- Issue resolution
- Customer service
Languages
French
Native/ Bilingual
English
Native/ Bilingual
Timeline
IT Support Specialist
Federal Government
11.2020 - 06.2025
Technical Support Advisor
Apple
06.2019 - 09.2019
Help Desk Analyst
Fujitsu
05.2019 - 10.2020
Wire Agent
RBC Royal Bank
01.2018 - 05.2019
Some College (No Degree) - Marketing
TAV College