Job Search Status
Open to workDesired start date: Immediately
Desired Job Title
Senior Technical Support AnalystWork Type
Full TimeLocation Preference
RemoteHybridLocation: Milton, ON
Open to relocation: No
Open To Work
James Postma
Milton
Work Preference
Summary
Senior Technical Analyst with 18+ years of experience leading enterprise technical troubleshooting, optimizing support operations, and driving measurable service improvements. Recognized as a senior escalation resource for complex infrastructure, endpoint, and identity-related issues. Proven ability to enhance help desk efficiency, implement structured troubleshooting methodologies, and improve SLA performance and customer satisfaction metrics. Strategic thinker with strong operational execution skills in fast-paced technology environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Deloitte
Toronto
10.2025 - 02.2026
- Led troubleshooting efforts for complex enterprise endpoint as well as user authentication issues.
- Managed identity provisioning within Active Directory and Azure AD environments.
- Acted as escalation point for Tier 1/2 support teams, resolving high-impact incidents.
- Created and maintained IT documentation and knowledge base articles.
- Partnered with infrastructure teams to enhance system stability and access governance.
- Contributed to knowledge base development to reduce recurring incidents.
BMO Field Services Technical Analyst via Compucom
BMO Financial Group
Mississauga
09.2021 - 03.2024
- Led deployment and configuration of 1,200+ enterprise devices across distributed sites.
- Drove resolution of desktop, network, and identity management incidents across multiple business units.
- Reduced recurring incidents through organizational communications streams.
- Served as escalation support for complex infrastructure and performance-related issues.
- Maintained KPI awareness related to response times, resolution metrics, and customer satisfaction.
- Ensured adherence to security best practices including MFA and endpoint compliance monitoring.
- Maintained accurate infrastructure documentation and asset records.
- Collaborated with senior IT leadership on infrastructure improvements and operational enhancements.
Service Desk Analyst
Meltwater
Toronto
09.2019 - 12.2019
- Supported global users across Microsoft 365, SaaS applications, and remote environments.
- Diagnosed and resolved advanced user, application, and connectivity issues.
- Managed incidents through Jira while maintaining strong SLA compliance.
- Escalated infrastructure-level issues appropriately while maintaining ownership.
- Contributed to continuous service improvement initiatives.
IT Support Specialist
Mutual Fund Dealers Association
Toronto
04.2019 - 07.2019
- Provided second-level deskside and remote support, resolving 20–30 incidents weekly.
- Created knowledge base documentation, reducing duplicate tickets 25%.
- Supported Windows, printers, and networking connectivity issues in a regulated financial environment.
IT Field Support Analyst
Slalom
Toronto
03.2017 - 12.2018
- Supported 5000+ users across North America with device imaging, workstation setup, and mobile device configuration.
- Collaborated in cross-functional teams to deploy and validate enterprise IT solutions.
- Led weekly IT meetings to review open tickets, share fixes, trends, service improvements reducing escalations 15%.
- Supported remote and on-site deployments across North American offices.
- Improved ticket resolution timelines through escalation refinement and knowledge sharing.
- Provided user training and change support during onboarding transitions.
- Supported leadership decision-making with technical recommendations on tools and infrastructure improvements.
IT Asset Specialist
Crossmark Canada
- Managed MDM (AirWatch), mobile fleet, and asset lifecycle tracking.
IT Technical Support Specialist
SGS Canada
- Supported system migrations, hardware deployments, and documentation.
Help Desk Support
CBC / Toronto Hydro
- Delivered Tier 1/2 deskside support, authored Remedy manuals, and supported OS rollouts.
Education
Diploma Certificate - Network Administration
CDI College
05.2006
Certificate - Network Administration
DeVry Institute of Technology
05.2004
Diploma - Business Marketing
Sheridan College
05.1999
Skills
- Advanced Enterprise Troubleshooting
- Senior Escalation & Root Cause Analysis
- Support Operations Optimization
- KPI & SLA Performance Management
- IT Service Delivery Improvement
- Knowledge Base & Process Development
- Active Directory & Azure AD Governance
- Microsoft 365 & Endpoint Management
- Infrastructure Support (LAN/WAN/VPN)
- Cross-Functional Collaboration
- Executive & Stakeholder Communication
Certification
- Salesforce Certified Associate, 04/23
- CompTIA Network+: IT Operations Specialist (CIOS), 06/10
- Microsoft Certified Professional, 08/06
- CompTIA A+ Certified: Core Hardware and Operating Systems, 08/06
Implementation Security Contributions
- Developed technical documentation outlining device configurations and access protocols.
- Ensured system deployments adhered to all security and compliance standards.
- Supported secure remote access solutions across various environments.
- Participated in post-deployment reviews to improve sustainability and operational continuity.
- Acted as escalation support during high-pressure system transitions.
Earlier Roles
- Crossmark Canada, IT Asset Specialist, Managed MDM (AirWatch), mobile fleet, and asset lifecycle tracking.
- SGS Canada, IT Technical Support Specialist, Supported system migrations, hardware deployments, and documentation.
- CBC / Toronto Hydro, Help Desk Support, Delivered Tier 1/2 deskside support, authored Remedy manuals, and supported OS rollouts.
Timeline
IT Support Analyst
Deloitte
10.2025 - 02.2026
BMO Field Services Technical Analyst via Compucom
BMO Financial Group
09.2021 - 03.2024
Service Desk Analyst
Meltwater
09.2019 - 12.2019
IT Support Specialist
Mutual Fund Dealers Association
04.2019 - 07.2019
IT Field Support Analyst
Slalom
03.2017 - 12.2018
IT Asset Specialist
Crossmark Canada
IT Technical Support Specialist
SGS Canada
Help Desk Support
CBC / Toronto Hydro
Diploma Certificate - Network Administration
CDI College
Certificate - Network Administration
DeVry Institute of Technology
Diploma - Business Marketing
Sheridan College