John Doe
Edmonton,AB
Summary
Dedicated professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results to contribute to and support organizational growth.
- LANGUAGES: fluent in English and French.
- Class 5 Driver's License
Overview
8
8
years of professional experience
1
1
Certification
Work History
Kitchen staff
Baijiu
10.2024 - Current
- Collaborate with team members and assist with orders preparation and cleaning in a fast-paced environment
Customer Care Analyst /Lead
TRANS GLOBAL SERVICE/THE BRICK
01.2024 - 01.2025
- Provided courteous, prompt, and professional service, aiming for first-contact resolution.
- Efficiently utilized support tools to assist customers efficiently within SLAs and followed up as needed.
- Collaborated with teams, retailers, and service providers to ensure seamless service delivery.
- Stayed updated on policies, procedures, and products while coaching team members.
Service Desk - End User Support
ITGSTORE S.A./ MTN
01.2022 - 09.2023
- Handled incidents and requests through ticketing systems, ensuring timely resolution and provided remote and onsite support to 20+ users daily.
- Interacted with users and management to review operational needs, and managed inventory of equipment, ensuring timely replacement or repair of malfunctioning devices as needed maximizing productivity.
- Installed, configured, and maintained operating systems, hardware, and applications.
- Managed user accounts, access permissions, and security policies in Active Directory and other systems including System Center, Cisco ISE.
- Assisted with onboarding/offboarding, infrastructure updates, and team supervision.
- Identified and resolved recurring technical issues, minimizing disruptions.
Service Desk- Digital Documentation Representative
SONARA
03.2019 - 03.2021
- Provided prompt and courteous support, increasing customer satisfaction.
- Effectively multitasked while maintaining accuracy and service quality.
- Diagnosed and resolved issues with computers and peripheral devices.
- Supported the 'Electronic Archiving System' project and conducted end-user training.
- Worked closely with clients to tailor digitization processes for optimal results.
- Maintained strict confidentiality when handling sensitive information.
Technical Support Advisor
INTELCIA
12.2018 - 03.2019
- Demonstrated active listening, empathy and warmth for 1st call resolutions in call center interactions.
- Enhanced customer satisfaction by analyzing issues, providing timely and efficient technical support, and troubleshooting solutions over the phone to 35+ customers daily.
- Organized and detail-oriented with a strong work ethic. Updated customers' profiles with clear, accurate information.
- Developed comprehensive knowledge of company products/services to provide informed responses when answering questions from customers.
IT Help Desk Technician Intern
SONARA
04.2018 - 10.2018
- System and network administration: monitored system performance to identify potential issues and reduce downtime, identification and troubleshooting of LAN network issues.
- Configured, tested and deployed new hardware and software, performed data backups and restorations, modified, and repaired software and hardware to resolve technical issues.
- Responded to customer inquiries and provided end-user troubleshooting, technical assistance over phone and in person.
Project and WiFi Infrastructure Intern
SABC
05.2017 - 08.2017
- Conducted Wi-Fi infrastructure studies, audits, and performance benchmarking.
- Monitored and analyzed network traffic, security, and system capacity.
- Consulted with supervisor to identify business needs and evaluated hardware and software for efficiency, reliability, and compatibility.
Education
ISC2 Entry-Level Cybersecurity training -
Diploma - Networks and Telecommunications
Meta University
11-2017
Bachelor's degree - Computer Science
University of City
08-2015
Skills
- System and network administration
- Remote troubleshooting and technical support
- Incident management
- Service level agreements
- Hardware and software configuration
- System Center Configuration Manager (SCCM), Office 365 Suite, ServiceNow experience, etc
- Cybersecurity Awareness, database
- Analytical and methodical
- Collaborative team player
- Solution-driven mindset
- Active listening, attention to detail, organized
- Documentation
Hobbies and Interests
- Technological research and learning about new IT trends
- Innovation and tech reviews
- History and Sustainable development topics
- Music
Languages
English
Native or Bilingual
French
Native or Bilingual
Certification
- Alberta Driver's License
- CPR/AED Certification
- Six Sigma White Belt Certification
- Microsoft Certified, Windows 10 (MD-100) - Microsoft.
- ISC2 Entry-Level Cybersecurity training
Interests
- Innovations and technological breakthrough, IT trends
- Tech reviews, Consumer Electronics
- History and Sustainable development topics
- Music
Timeline
Kitchen staff
Baijiu
10.2024 - Current
Customer Care Analyst /Lead
TRANS GLOBAL SERVICE/THE BRICK
01.2024 - 01.2025
Service Desk - End User Support
ITGSTORE S.A./ MTN
01.2022 - 09.2023
Service Desk- Digital Documentation Representative
SONARA
03.2019 - 03.2021
Technical Support Advisor
INTELCIA
12.2018 - 03.2019
IT Help Desk Technician Intern
SONARA
04.2018 - 10.2018
Project and WiFi Infrastructure Intern
SABC
05.2017 - 08.2017
ISC2 Entry-Level Cybersecurity training -
Diploma - Networks and Telecommunications
Meta University
Bachelor's degree - Computer Science
University of City
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