Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Joseph Driz

Montreal

Summary

Highly skilled troubleshooter adept at ensuring customer satisfaction. Possesses extensive knowledge in resolving computer hardware and software issues, utilizing a comprehensive understanding of standard operating systems, networking protocols, and technical support procedures. Demonstrates a proven track record of efficiently identifying and resolving complex technical problems.

Overview

6
6
years of professional experience

Work History

Implementation Specialist - Contractual

MAPSTED
10.2023 - Current
  • Managed project timelines and budgets, ensuring on-time delivery and adapting to unforeseen challenges.
  • Transformed complex concepts into actionable recommendations that addressed client business needs.
  • Leveraged data insights to inform strategies and support decision-making.
  • Partnered with clients to configure systems, customize solutions, and implement best practices.
  • Set clear client expectations and delivered tailored solutions, resulting in a 15% improvement in customer satisfaction.
  • Led analysis, configuration, testing, and validation to ensure seamless implementation and mitigate risks.
  • Maintained transparency with stakeholders through regular updates and effective collaboration.
  • Ensured documentation accuracy, compliance adherence, and process optimization.
  • Fostered strong client relationships, driving long-term success and satisfaction.

FQA Tester - Contractual

Keywords Studios
09.2024 - 12.2024
  • Analyzed system specifications to understand software requirements and developed detailed test plans and cases.
  • Executed test cases and identified an average of 100+ bugs per release cycle, consistently exceeding the weekly minimum bug quota of 5 by 10-20%.
  • Documented and reported defects with precision, ensuring clear communication with the development team.
  • Collaborated with developers to troubleshoot and resolve high-priority software issues, ensuring timely and reliable software releases.
  • Validated software against industry best practices and quality standards, contributing to a reduction in post-release defects.
  • Participated in review meetings to provide actionable feedback, enhancing the software and testing processes.

IT Desktop Support Analyst

JAM Industries Ltd.
06.2022 - 12.2022
  • Provide friendly and helpful technical support to internal users requiring remote or onsite support for IT hardware and software, end-user printing, connectivity, and other infrastructure technical functions.
  • Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the help desk.
  • Install, configure, deploy, and manage computers and other IT devices in accordance with corporate standards.
  • Utilization of the Fresh Service help desk ticketing system to manage tasks, requests for support, and day-to-day activities.
  • Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements.
  • Assist with monitoring and maintaining inventory of all hardware and software in use by the company.
  • Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 100 clients.

IT Technician

REAL by FAKE
04.2019 - 06.2022
  • Responsible for Linux, Windows and Mac systems, including tasks such as installations, maintenance, upgrades, system performance and application deployment.
  • Tested new software and hardware prior to deployment.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Created user accounts and assigned permissions.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Improved IT support efficiency, creating detailed documentation for common issues and solutions.

Education

DEP - Computer Support and Networking

Pearson Electro Technology Centre
Montreal, QC
06.2019

DEP - Accounting

West Island Career Centre
Montreal, QC
01.2016

DEP - Electromechanic

Rosemount Technology Centre
Montreal, QC
06-2012

Skills

  • Technical Support Network Support System Administration
  • Active Directory Network Firewalls VPN
  • Cisco WAN/LAN DHCP DNS
  • Microsoft Office Microsoft 365 Microsoft Visio Microsoft Excel Microsoft Access
  • Microsoft Windows Server Windows 7/8/10 Remote Desktop
  • Network Administration Computer Networking Troubleshooting
  • Virtualization Vmware Hyper-V VirtualBox
  • Linux Ubuntu Fedora
  • Help Desk Ticketing System Proficiency Customer Support
  • Jira Issue Tracking Test Planning Test Execution
  • Functional Testing Regression Testing Quality Assurance
  • Software Configuration Software Development Life Cycle Test Scenario Development
  • Project Management Client Training Telephone and Email Etiquette
  • Risk Assessment Continuous Learning Attitude End-User Support IT Troubleshooting
  • Hardware Installation

Languages

English
Native or Bilingual
French
Professional Working
Tagalog
Native or Bilingual

Timeline

FQA Tester - Contractual

Keywords Studios
09.2024 - 12.2024

Implementation Specialist - Contractual

MAPSTED
10.2023 - Current

IT Desktop Support Analyst

JAM Industries Ltd.
06.2022 - 12.2022

IT Technician

REAL by FAKE
04.2019 - 06.2022

DEP - Computer Support and Networking

Pearson Electro Technology Centre

DEP - Accounting

West Island Career Centre

DEP - Electromechanic

Rosemount Technology Centre

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Joseph Driz