Joshua Pilson
OTTAWA
Summary
Solution-focused IT Technical Support Specialist known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software installation, and cybersecurity measures. Excel in problem-solving, time management, and communication, ensuring smooth technological operations and user satisfaction.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
IT Technical Support Specialist
Coventry Connections Inc.
OTTAWA
10.2023 - Current
- Provided technical assistance to clients via phone and email support.
- Diagnosed hardware and software issues for various IT systems.
- Installed and configured computer systems and software applications.
- Collaborated with team members to resolve complex technical problems.
- Educated users on software functionalities and best practices.
- Assisted in maintaining IT inventory and tracking equipment usage.
- Documented troubleshooting steps and solutions in knowledge base.
- Tracked progress of service requests using ticketing system while providing timely updates to customers.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Performed maintenance and upgrades to existing computer systems as needed.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Created detailed technical documentation for IT processes and procedures.
- Maintained inventory of all technology assets within the organization's network infrastructure.
- Configured user accounts in Active Directory and other directory services platforms.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Implemented security measures such as antivirus software installation and firewall configuration.
- Collaborated with other departments such as Human Resources and Marketing to ensure successful integration of new technologies into their operations.
- Resolved escalated customer inquiries via telephone or remote access tools.
- Served as first point of contact for incoming technical service calls and emails.
- Demonstrated advanced product knowledge to solve customer issues.
- Trained new support representatives on troubleshooting techniques and company support protocols.
Grocery Clerk
Metro Inc.
OTTAWA
11.2017 - 09.2023
- Collaborated with team members to ensure smooth daily operations and workflow efficiency.
- Provided exceptional customer service, addressing concerns and resolving issues effectively.
- Conducted regular inventories to ensure adequate stock levels were maintained at all times.
- Placed orders for new inventory from vendors based on sales trends or customer demand.
IT Technician
Compustar
OTTAWA
09.2018 - 02.2019
- Installed and configured hardware for client systems and networks.
- Diagnosed and resolved technical issues for end-users promptly.
- Resolved hardware issues including replacing parts as necessary.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
Education
Diploma - Information And Computer System - Networking
Algonquin College
Ottawa, Ontario 09.2021 - 05.2023
Skills
- Troubleshooting hardware
- Network troubleshooting
- Software installation
- User account management
- Time management
- IT asset management
- Customer service
- Team collaboration
- Problem solving
- Effective communication
- Crisis management
- Adaptability
- Incident management
- Server maintenance
- Hardware and peripherals
- Network diagnostics
- Call center operations
Timeline
IT Technical Support Specialist
Coventry Connections Inc.
10.2023 - Current
Diploma - Information And Computer System - Networking
Algonquin College
09.2021 - 05.2023
IT Technician
Compustar
09.2018 - 02.2019
Grocery Clerk
Metro Inc.
11.2017 - 09.2023