Eamon Darroux
Toronto
Summary
Experienced Level 1 & 2 Help Desk Analyst with 9 years of hands-on expertise in IT support and troubleshooting. Highly skilled in supporting and optimizing operating systems, hardware, and software through installation, configuration, and preventative maintenance. Committed to continuous professional growth, with plans to obtain additional certifications to progress into a management role. Known for quickly adapting to new technologies and environments, and delivering exceptional customer service through clear, effective communication. Passionate about staying ahead of industry trends and eager to embrace new challenges to improve system performance and support capabilities.
Overview
18
18
years of professional experience
Work History
Senior Technology Support Associate
C.O.R.E Centre of Resource Excellence Inc.
01.2025 - Current
- Provide 1st and 2nd level support for Windows, MacOS, Manufacturing and Point of Sales Systems (phone, email, and in-person).
- Configure and support workstations, setup tablets, and cell phone devices and Audio/Visual conferencing technologies.
- Record, track and escalate incidents via ITSM system, Service Now.
- Perform security and operating system updates, software deployment and troubleshooting.
- Configure and image workstations, laptops, Point of Sales and other computing equipment as required.
- Coordinate with IT Operations team members on issues requiring escalation (Enterprise Applications, Infrastructure and Cybersecurity) such as WAN and network availability.
Help Desk Analyst
FLEXITI Financial Inc.
03.2024 - 11.2024
- Provide technical support to end-users, troubleshooting hardware and software issues to ensure seamless operations
- Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
- Prioritize work orders/help desk tickets according to severity
- PC hardware installation, configurations and tests as pertaining to the situation
- Diagnose and resolve minor network issues (e.g
- WAN/LAN access)
- Document IT processes, procedures, and troubleshooting guides to ensure continuity and knowledge sharing
- Collaborate with cross-functional teams to implement IT solutions that enhance operational efficiency
Help Desk Analyst
S.R.T. MED Staff
02.2022 - 01.2024
- Timely escalation of high and critical incidents and follow-up until ticket is picked up
- Proper incident definition, research, and resolution of less complex situations
- PC hardware installation, configurations and tests as pertaining to the situation
- Provide an accurate and timely audit trail of all incidents and requests through the ticketing tool
- On-call support as per schedule or when needed
- Managed approximately 50 calls per day as the point of contact for end users
- Provided Tier 1 IT support to non-technical internal users through desk side support services, i.e. tablets, cellphones and in-house proprietary software.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Help Desk Analyst Level II
Community Living Toronto
05.2016 - 02.2022
- Provide first-level incidents and request resolution as first call resolution (FCR) when possible
- Conduct system analysis and recommend improvements to optimize IT processes
- Proper incident definition, research, and resolution of less complex situations
- Provide the highest level of quality service to all users through a conscious focus on call ownership and effective follow-up when applicable, while handling a proportionate share of the Service Desk workload
- Manage users’ expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner
- On-boarding and off-boarding new employees to the company
- Perform hardware (PCs and associated devices) and software installation, configurations and tests as pertaining to the situation
- Assist end users with their handheld devices, mainly cell phones and tablets
- Provide an accurate and timely audit trail of all incidents and requests through the ticketing tool, BMC FootPrints
- Technical writing for the development and preparation of for training material to assist Help Desk technicians
- Developed training documentation & FAQ for end user support with new software/hardware updates
- Train, coach, and mentor co-op Service Desk Technicians
- 5+ years of Windows 10 technical support
- 4+ years of Administering and troubleshooting O365 application(s) and suite
- Proficient with both MAC and Windows 10/11 OS, software and hardware
- On-site/Off-site inventory maintenance
Service Desk Analyst
Samuel, Son & Company LTD.
09.2015 - 12.2015
- Provide first-level incidents and request resolution as first call resolution (FCR) when possible
- Proper incident definition, research, and resolution of less complex situations
- Provide the highest level of quality service to all users through a conscious focus on call ownership and effective follow-up when applicable, while handling a proportionate share of the Service Desk workload
- Provide an accurate and timely audit trail of all incidents and requests through the ticketing tool, ServiceNow
Shipping and Receiving
UPS
04.2015 - 08.2015
- Loading and unloading 24ft to 54ft trailers
- Able to lift 40 to 50 lbs
- Consistently, also able to lift to 70 lbs
- Without assistance
- Ability to work in a fast-paced environment
Customer Service Rep
RBC
06.2007 - 01.2015
- Tier 2 escalation support for customer service.
- Inbound call center which resolved issues at first point of contact for the company agents (Technical advisement)
- Participated in coaching that is based on continuous skills building & development
- Identifying innovative solutions to improve and enhance client experience / service / operational processes
- Identified and resolved discrepancies and errors in customer accounts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated internal staff about billing, payment processing and support policies and procedures.
Education
Information Technology Support Services -
Sheridan College
Brampton, On12.2021
O.S.S.D. (Ontario Secondary School Diploma) - undefined
Archbishop Romero C.S.S.
Toronto, On06.2001
T.C.D.S.B. Secondary School - undefined
Jean Vanier C.S.S.
Scarborough, On01.2001
Skills
- Active Directory & Microsoft Azure Active Directory (MS Entra ID) Proficient
- Experience with print management software (eg PrinterLogic, FollowMe)
- Boot and troubleshoot operating systems, ie Windows & macOS
- Proficient troubleshooting & problem-solving skills
- Strong communication skills with the ability to explain technical concepts to non-technical users
- Able to work independently as well as collaboratively in a team environment
- Installation and troubleshooting of AP's, network switches and modems
- Technical documentation
- Microsoft Azure Active Directory (MS Entra ID) Proficient
- O365 proficient
- Google Workspace proficient
- Print management software
- ITSM Ticketing tools - ServiceNow, SolarWinds, BMC Footprints/Remedy, ConnectWise & JIRA
- Proficient VPN troubleshooter
- AWS knowledgeable
- Call center experience
Activities
- Professional Organizer, Promoter and DJ for various events.
- Regular exercise and preparing great meals.
- Reading is fundamental.
Languages
English
Full Professional
Timeline
Senior Technology Support Associate
C.O.R.E Centre of Resource Excellence Inc.
01.2025 - Current
Help Desk Analyst
FLEXITI Financial Inc.
03.2024 - 11.2024
Help Desk Analyst
S.R.T. MED Staff
02.2022 - 01.2024
Help Desk Analyst Level II
Community Living Toronto
05.2016 - 02.2022
Service Desk Analyst
Samuel, Son & Company LTD.
09.2015 - 12.2015
Shipping and Receiving
UPS
04.2015 - 08.2015
Customer Service Rep
RBC
06.2007 - 01.2015
O.S.S.D. (Ontario Secondary School Diploma) - undefined
Archbishop Romero C.S.S.
T.C.D.S.B. Secondary School - undefined
Jean Vanier C.S.S.
Information Technology Support Services -
Sheridan College
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