John Andem
Edmonton,AB
Summary
Dedicated IT Support professional with 5+ years of hands-on experience troubleshooting hardware, software, and network issues. Apple Support Professional and Microsoft Azure certified. Known for clear communication with non-technical users and efficient ticket resolution. Recently relocated to Edmonton and seeking to contribute to a collaborative team.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Lead
Haze Computing Inc.
02.2024 - 03.2026
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Configure and deploy workstations with required software, security patches, and network settings
- Troubleshoot Windows and macOS issues including login problems, application errors, and peripheral connectivity
- Manage user accounts in Active Directory and Microsoft 365, handling password resets, permissions, and license assignments
- Escalate complex network or server issues while providing detailed troubleshooting notes to senior teams
Support Specialist
Haze Computing Inc.
05.2023 - 01.2024
- Provided Tier 1-2 support for end users across macOS and Windows environments
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed hardware failures, performed component-level testing, and coordinated warranty repairs
- Assisted users with email setup, data migration, and backup configuration (iCloud, Time Machine, OneDrive)
Apple Support Specialist
Simply Computing
05.2020 - 04.2023
- Served as first point of contact for technical issues, handling 30+ interactions daily
- Provided Tier 1-2 support for users across macOS and iOS environments.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Assisted with inventory management and hardware asset tracking
Education
Computer Science
Thompson Rivers University
Kamloops12.2023
Skills
- User Account Management (Active Directory, Azure AD, Microsoft 365)
- Hardware Troubleshooting (PCs, printers, mobile devices)
- Ticketing Systems & SLA Management (JIRA, queue prioritization)
- Network Connectivity (Wi-Fi, TCP/IP, DNS, VPN support)
- Customer Training & Documentation
- Windows/macOS Support
Certification
- Microsoft Azure Fundamentals (AZ-900)
- Apple Certified Support Professional (ACSP)
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Lead
Haze Computing Inc.
02.2024 - 03.2026
Support Specialist
Haze Computing Inc.
05.2023 - 01.2024
Apple Support Specialist
Simply Computing
05.2020 - 04.2023
Computer Science
Thompson Rivers University