Ermiya Khosravi
toronto,ON
Summary
Customer-focused IT Specialist with 3+ years of experience providing technical support in fast-paced, SaaS-driven environments. Skilled in troubleshooting software, hardware, and network issues, managing multi-level support tickets, and delivering solutions via live chat, screen sharing, email, and phone. Adept at documenting knowledge, improving workflows, and collaborating with cross-functional teams to ensure first-time resolution and exceptional customer satisfaction. Technically agile and quick to learn new platforms, with a proven track record of balancing customer needs and business priorities.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
IT Support Engineer
Nissan & Infinity Willowdale
09.2024 - Current
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Provided technical support to users by troubleshooting hardware and software issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
IT Project Manager
Azhvar company
Tehran, Iran
01.2020 - 02.2024
- Delivered technical support for enterprise systems, resolving hardware, software, network, and application issues efficiently for end-users.
- Managed service tickets and prioritized incidents based on urgency and business impact, consistently meeting response and resolution targets.
- Provided remote support using screen sharing, live chat, phone, and email, ensuring clear communication and first-time resolution where possible.
- Documented recurring issues, troubleshooting steps, and best practices to enhance team knowledge and support efficiency.
- Collaborated with cross-functional teams to escalate complex issues and implement solutions for SaaS platforms and enterprise applications.
- Assisted in onboarding and training new users, providing guidance on software usage, workflows, and best practices.
- Monitored system performance and recurring problems, recommending process improvements to reduce ticket volume and enhance user experience.
Education
Bachelor of Science -
Chamran University of Ahvaz
Ahvaz, Iran09-2020
Skills
- SaaS Support & Troubleshooting
- Ticket Management & ITSM (ServiceNow, Jira, or similar)
- hardware troubleshooting
- system installation
- network configuration
- software support
- customer service
- team collaboration
- analytical thinking
- Configuration management
- Windows server
- Operating systems
- Virtualization technologies
- System administration
- IT asset management
- Help desk support
- VPN configuration
Languages
French
Elementary
Persian
Native/ Bilingual
Certification
Microsoft 365 Certified: Modern Desktop Administrator
Timeline
IT Support Engineer
Nissan & Infinity Willowdale
09.2024 - Current
IT Project Manager
Azhvar company
01.2020 - 02.2024
Bachelor of Science -
Chamran University of Ahvaz