Joshua Gutu
Kitchener,Canada
Summary
Friendly Help Desk Technician with Over 10 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk Support Technician
Coppertree Solutions
11.2021 - 01.2024
- Create a service request on behalf of a requester
- Managing help desk tickets and provide status on a service request to a customer
- Update service requests
- Work on service request tasks. Providing solutions and advice on technical issues
- Creating documentation and updating documentation for support issues
- Responding to texts, emails, and calls on technical issues
- Documenting technical issues and customer interactions
- Providing on-call
Intermediate System Administrator
Binatech System Solutions
07.2019 - 05.2021
- Responsible for maintaining networks
- Provided on-site and off-site support
- Provided support to other Technician's clients
- Troubleshooting network usage and peripheral issues
- Resolved Connectivity issues and maintained data
- Installed and maintained LAN/WAN hardware and software technologies
- Exchange Server support for both local and Hosted Environments. Office365 Migrations
- Microsoft CSP onboarding, user support and management
- Maintaining and implementing security software, devices and cloud security protocols
- Liaised with other third-party vendors to make sure that critical applications were running ok.
- Backup support for both local and hosted solutions
- Client onboarding, merger transitions and migration collaborations with other IT providers
Technician Consultant
Proserve IT Corporation
01.2011 - 02.2019
- Responsible for maintaining networks
- Provided on-site and off-site support
- Provided support to other Technician’s clients
- Troubleshooting network usage and peripheral issues
- Resolved Connectivity issues and maintained data
- Installed and maintained LAN/WAN hardware and software technologies
- Exchange Server support for both local and Hosted Environments. Office365 Migrations
- Microsoft CSP onboarding clients, user support and management
- Maintaining and implementing security software, devices and cloud security protocols
- Liaised with other third-party vendors to make sure that critical applications were running ok.
- Backup support for both local and hosted solutions
Education
Some College (No Degree) - Microsoft Certified Systems Administrator
Micro Skills
Etobicoke, OntarioBusiness, Entrepreneurship, Administration, And Ma - Business Administration And Management
TRIOS College
Kitchener, Ontario11.2026
Skills
- Server Operating Systems: Windows Server 2000/2003/2008/2012/2016/2019/2022
- Client Operating Systems: Windows XP/Vista/7/10/11, Mac OSX, Linux
- Networking: Ethernet, Hubs, Switches, Routers, DNS, DHCP, WINS, TCP/IP, Windows 2003/2008/2012/2016 Active Directory, Hyper-V
- Desktop Productivity: Microsoft Office Professional
- Messaging Tools and Clients: Microsoft Outlook, POP and SMTP Protocols
- Remote Computing /Access: RAS, VPN
- Hardware: PC Construction / Repair, Equipment Installation, and Diagnostics
- Other: BackupExec, Acronis, Migration Whiz, Quest Backup, Kaseya, ConnectWise, Ninja RMM, Kasey RMM, It Glue, Atera, GotoAssist, TeamViewer, KeePass Microsoft Office365, Barracuda, Microsoft Exchange, ConnectWise, Symantec Antivirus, Webroot, Norton, and ETC
- Good communication skills, both written and verbal
- Satisfaction from being part of a team
- Able to take initiative, work independently and trouble-shoot
- Good interpersonal Skills
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Documented and resolved Quality Assurance software which led to . to easier installations and upgrades for fellow employees.
- Collaborated with team to resolve a ransomware attack while keeping the client informed of the progress at every stage of the recovery process.
Languages
English
Professional Working
Certification
- MCSA (Microsoft Certified Systems Administrator)
- MCP (Microsoft Certified Professional)
Timeline
Service Desk Support Technician
Coppertree Solutions
11.2021 - 01.2024
Intermediate System Administrator
Binatech System Solutions
07.2019 - 05.2021
Technician Consultant
Proserve IT Corporation
01.2011 - 02.2019
Some College (No Degree) - Microsoft Certified Systems Administrator
Micro Skills
Business, Entrepreneurship, Administration, And Ma - Business Administration And Management
TRIOS College
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