Summary
Overview
Work History
Education
Skills
References Available
References
Timeline
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George Karapetyan

Woodbridge,ON

Summary

Dedicated and detail-oriented Technical Support Specialist with 3 years of experience and a proven track record of success in providing technical assistance and support to end-users. Adept at troubleshooting and resolving hardware, software and application issues. Actively seeking new opportunities to leverage my skills and experience in a dynamic work environment.

Overview

4
4
years of professional experience

Work History

Desktop Support Specialist

Wiconnect
Toronto, ON
07.2022 - Current
  • Provided remote and on-site support for 30+ clients and resolved 2000+ hardware, software and application issues via Autotask ticketing system
  • Facilitate seamless onboarding and offboarding processes for end users, ensuring compliance with company procedures
  • Configure and deploy end user desktops and laptops
  • Provide technical support for G-Suite and Office 365 applications
  • Configure Google Workspace Sync for Microsoft Outlook
  • Manage user email accounts such as archiving, mailbox cleanup and email search using eDiscovery
  • Manage user accounts, permissions and access controls in Active Directory
  • Assist end users with MFA and VPN issues
  • Assist end users on-site for desktop and laptop setups, hardware issues, profile transfers, peripherals, VOIP phones
  • Work with configuring and updating VOIP phones
  • Troubleshoot and resolve network and internet connectivity related issues
  • Professionally document the resolution of tickets in ticket summary.

IT Help Desk Agent

GoCo
Concord, ON
07.2020 - 05.2021
  • Processed over 30 support requests weekly for technical assistance on wide range of issues related to Office 365, account lockouts, printing, and network connectivity
  • Managed onboarding and offboarding of employees by creating and deleting user accounts in Active directory and Microsoft Exchange
  • Provisioned laptops and desktops using a custom Windows image
  • Resolved user concerns by leveraging personal expertise and probing questions to identify and address issues effectively
  • Customized hardware, devices, and software configurations to establish optimized workstations tailored to meet the needs of internal employees
  • Conducted in-depth product and issue resolution research to address customer concerns
  • Addressed support requests from end users promptly, providing patient guidance through basic troubleshooting procedures to ensure issue resolution
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Maintained meticulous documentation and oversight of company assets in the Access database
  • Performed tests of functionality, security and performance of different workstations and devices
  • Assisted in the server room with cabling and rebooting of servers.

Education

Advanced Diploma - Computer Systems Technology

Seneca College
12.2021

High School Diploma -

Newtonbrook Secondary School
06.2017

Skills

  • Autotask & Datto
  • ADDS, Office 365, VMWare, TeamViewer
  • Desktops, Laptops, Printers, Scanners
  • Windows, macOS
  • TCP/IP, DNS, DHCP
  • Mobile Device Management
  • SLA management
  • End-User Training
  • User Account Management
  • Device configuration
  • Remote Support
  • System Configuration
  • Hardware troubleshooting
  • Collaborative Team Player
  • Positive and Professional Attitude
  • Adaptable
  • Attention to Detail
  • Analytical Problem Solving
  • Multitasking and Prioritization
  • Organization Skills
  • Active Listening
  • Leadership
  • Excellent Customer Service

References Available

True

References

References available upon request.

Timeline

Desktop Support Specialist

Wiconnect
07.2022 - Current

IT Help Desk Agent

GoCo
07.2020 - 05.2021

Advanced Diploma - Computer Systems Technology

Seneca College

High School Diploma -

Newtonbrook Secondary School

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George Karapetyan