Joaquin Lima
Mississauga,Canada
Summary
IT Support Analyst with 5+ years of experience resolving hardware, software, and network issues in high-demand environments. Proven track record of managing support requests, maintaining IT systems, and ensuring user satisfaction across Windows and macOS platforms. Skilled in incident tracking, ticket resolution, system monitoring, and user education. Strong interpersonal communicator with a customer-first mindset and deep commitment to continuous learning and improvement. Experience with ITIL practices and hybrid IT infrastructures.
Overview
7
7
years of professional experience
1
1
Certification
Work History
System Analyst
Teknicor Corporation
Vaughan, Canada
08.2022 - Current
- Provided first-level IT support and resolved user-reported incidents using ServiceNow, in compliance with ITIL standards.
- Diagnosed and troubleshot issues across Windows and Mac OS environments, including hardware, software, and network configurations.
- Monitored system performance and responded to alerts using Goliath Monitor and LogicMonitor.
- Supported large healthcare institutions with software installations, updates, and security patches across distributed environments.
- Managed Active Directory accounts, configured VPN access, and documented knowledge base solutions.
- Assisted with remote desktop troubleshooting and collaborated with vendors for hardware replacement.
- Regularly participated in IT forums, including Microsoft AI Tour and cybersecurity events.
Damage Prevention Technician
Multiview Inc.
Mississauga, Canada
01.2021 - 07.2022
- Handled service requests and inspections, logging all findings for internal records and reporting.
- Collaborated with stakeholders and city officials to ensure safe excavation practices and utility line protection.
Project Coordinator
Magic Service
Mississauga, Canada
05.2018 - 01.2021
- Coordinated documentation and communications across multiple IT and service projects.
- Assisted in strategic planning and resolved team conflicts through effective stakeholder management.
Education
Information Technology System Administrator -
Trios College
Toronto, ON07.2022
Computer Network And Hardware Technician in Training - CompTIA A
Progress Career Planning Institute
Toronto, ON07.2020
Ontario High School Diploma (OSSD) -
Toronto, ON01.2019
Bachelor of Business Administration (Accounting) -
University of Zulia
Maracaibo, Venezuela01.2018
Skills
- Operating Systems: Windows 10/11, macOS, Windows Server 2019
- Software & Tools: Microsoft Office 365, Exchange, VMware, vSphere, Citrix, Horizon, IIS
- Ticketing Systems: ServiceNow
- Monitoring Tools: Goliath Monitor, LogicMonitor, Event Viewer
- Scripting & Databases: PowerShell, SQL
- Networking: TCP/IP, LAN/WAN, VPN, SSH, CLI, WMI, Firewalls
- Security & Backup: Carbon Black, CrowdStrike, Dell Data Domain, SAN Storage
- IT Frameworks: ITIL, Incident Management
- Communication Tools: Zoom, MS Teams, Google Meet, Cisco Webex
Websites
Certification
- CCNA Routing and Switching, Cisco Academy, Progress Career Planning Institute, 01/01/20, 07/31/20
- First Aid + CPR (Level C), Jimmy Simpson Recreation Centre Pool, 01/01/19
Languages
- Spanish, Native/ Bilingual
- English, Full Professional
Timeline
System Analyst
Teknicor Corporation
08.2022 - Current
Damage Prevention Technician
Multiview Inc.
01.2021 - 07.2022
Project Coordinator
Magic Service
05.2018 - 01.2021
Information Technology System Administrator -
Trios College
Computer Network And Hardware Technician in Training - CompTIA A
Progress Career Planning Institute
Ontario High School Diploma (OSSD) -
Bachelor of Business Administration (Accounting) -
University of Zulia
Similar Profiles
Sandhya YSandhya Y
System Supervisor at Karnataka State Road Transport Corporation(KSRTC) & Bengaluru Metropolitan Transport CorporationSystem Supervisor at Karnataka State Road Transport Corporation(KSRTC) & Bengaluru Metropolitan Transport Corporation
Lisa GallagherLisa Gallagher
Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)
Rocco ZitoRocco Zito
Director Distribution Services at Travel Corporation Distribution Services Ltd. (Subsidiary of The Travel Corporation)Director Distribution Services at Travel Corporation Distribution Services Ltd. (Subsidiary of The Travel Corporation)
Hang PhamHang Pham
Baker/ Key Holder at Uncle Tetsu Japanese CheesecakeBaker/ Key Holder at Uncle Tetsu Japanese Cheesecake
Ophelia StaleyOphelia Staley
Deck Coordinator at City of Mississauga, Various PoolsDeck Coordinator at City of Mississauga, Various Pools