Joshua Carby-Corbett
Brampton,Ontario
Summary
Application & IT Support Analyst with 7+ years supporting enterprise systems across Java-based applications, SQL databases, Azure infrastructure, and ServiceNow. Proven at incident triage, root-cause analysis, automation, and cross-team escalation in large environments (115+ sites, 800+ devices). Effective communicator with cross-functional teams in fast-paced production settings.
Professional IT service professional with in-depth experience in troubleshooting, technical support, and customer service. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability to changing needs. Skilled in managing IT incidents, providing technical solutions, and maintaining system performance with high standard of quality. Known for clear communication, problem-solving abilities, and commitment to excellence in every task.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst Projects & Audits
IKO
Mississauga, Ontario
08.2023 - Current
- Built and maintained a centralized printer asset library for 800+ devices, producing 30+ technical artifacts (including RFPs) that significantly reduced troubleshooting and resolution time
- Provided support for hardware and software troubleshooting, ensuring timely issue resolution.
- Collaborated with cross-functional teams to implement IT solutions that streamlined operations.
- Led IT asset provisioning and onboarding for 4+ acquisitions (50–100 users each), configuring Active Directory, Exchange, ERP access, and security baselines
- Automated Exchange Dynamic Distribution Lists for 115+ sites and 12 subsidiaries using PowerShell and SQL, reducing manual rework and configuration drift
- Resolved technical issues for end-users, enhancing system performance and user satisfaction.
- Supported site launches, decommissions, application rollouts, and hardware refresh waves, delivering accurate budget, asset, and man-hour forecasts
- Authored ServiceNow knowledge base articles, triage flows, and how-to documentation aligned with ITIL best practices to improve service desk throughput and consistency
Technical Support Analyst
PointClickCare
Toronto, Ontario
05.2021 - 12.2022
- Diagnosed and triaged defects in Java-based web applications, isolating root causes and coordinating hotfixes with development teams, reducing customer downtime by ~15%
- Resolved 200+ complex tickets by reproducing issues, querying SQL databases, and driving cross-team escalations through to resolution
- Analyzed application SQL schemas and created documentation/diagrams to accelerate investigations and reduce repeat incidents
- Authored 15+ support runbooks and trained junior analysts, improving time-to-resolution and handoff quality
- Monitored Azure logs and alerts to identify error trends and recommended preventive fixes in collaboration with DevOps and engineering
- Diagnosed and resolved technical issues for clients, enhancing overall user experience.
- Provided expert support for PointClickCare software, ensuring client satisfaction and system reliability.
- Developed training materials and conducted sessions to educate staff on new software features and best practices.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
Full Stack programmer
Private Contractor
Toronto, Ontario
04.2019 - 01.2021
- Delivered custom web platforms for ~12 clients, with 70% converting to ongoing support retainers
- Developed front- and back-end features using Node.js, .NET, JavaScript, and SQL, prioritizing reliability and maintainability
- Advised clients on architecture, MVP scope, and deployment strategies, reducing launch timelines and long-term maintenance costs
- Resolved production outages through log analysis, rapid rollback, and patching, often restoring service within one hour
- Collaborated with clients to gather requirements and deliver customized solutions.
- Developed and maintained software applications using Python and JavaScript.
Research Team member
Pivot 2020
Brampton, Ontario
10.2020 - 12.2020
- Designed an index from 100+ surveys and interviews to quantify COVID-19 impacts on youth and presented findings to stakeholders
- Designed and implemented data collection methodologies to enhance research accuracy.
- Developed comprehensive reports summarizing research findings for stakeholder presentations.
- Collaborated with policymakers, municipalities, and youth organizations to inform data-driven program decisions
Computer Programmer
LAB-B (CO-OP)
Brampton, Ontario
09.2016 - 01.2017
- Developed an understanding of problems with creating small businesses solutions to those problems.
- Highly knowledgeable in designing and executing applications to facilitate small business grow.
- Consulted with small businesses to develop start-up websites and created a timeline to manage their growth and functionality.
Education
Diploma in Computer Programming -
Sheridan College
Brampton, Ontario01.2020
Skills
- Windows 10
- Mac OS
- Linux
- ServiceNow
- Microsoft Excel
- Azure Sandbox
- Visual Studio
- Oracle
- MySQL
- Tomcat
- Visual Paradigm
- G Suite by Google
- RDBMS
- IBM Cognos Analytics
- NetSuite
- SalesForce
- Agile
- Waterfall
- Scrum
- Google Sheets Gantt Charts
- Java
- JavaScript
- Kotlin
- C
- C#
- C
- SQL
- Python
- HTML
- XML
- Shell
- Scripting
Languages
English
Native or Bilingual
French
Limited Working
Certification
Microsoft Azure Fundamentals (AZ-900) — Microsoft, 2021
IBM Data Analyst Professional Certificate — IBM, 2021
Professional Development & Technical Training — LinkedIn Learning, 2024–2025
• Excel Dashboards, Power Query, Macros & VBA
• Windows 10/11 Administration & Support
• IT Service Desk & ITIL Service Management
• Cloud Computing Fundamentals & Networking
• Technical Writing & Documentation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Service Desk Analyst Projects & Audits
IKO
08.2023 - Current
Technical Support Analyst
PointClickCare
05.2021 - 12.2022
Research Team member
Pivot 2020
10.2020 - 12.2020
Full Stack programmer
Private Contractor
04.2019 - 01.2021
Computer Programmer
LAB-B (CO-OP)
09.2016 - 01.2017
Diploma in Computer Programming -
Sheridan College