Kieran Tham
Oakville,ON
Summary
Dynamic Technical Support Specialist with a proven track record at Simmons Pet Foods, excelling in POS systems integration and network design. Expert in troubleshooting and enhancing security, I effectively resolved complex issues while delivering exceptional customer service. Skilled in documentation and adept at collaborating with teams to drive process improvements.
Overview
20
20
years of professional experience
Work History
Technical Support Specialist
Simmons Pet Foods and Affiliates
Mississauga, Canada
09.2022 - Current
- Answer calls for IT service and support primarily via phone and e-mail.
- Act as the first point of contact for all offered IT services, such as application, hardware, PC, and telecom-related requests for IT service and support.
- Analyze, diagnose, and resolve calls in an efficient manner, leveraging available tools (AD Manager, remote support utilities, and other sources of documentation).
- Transfer and escalate incidents and requests to the appropriate support resources, following up with ticket owners to ensure effective resolution in a timely manner.
- Record, categorize, and log incidents and requests for service using the IT service management tools, Jira, and ServiceNow.
- Provision, change, and de-provision user accounts in accordance with corporate policies and procedures.
- Manage MDM security and configuration for corporate mobile devices.
- Deliver Level 3 support across all corporate endpoints.
- Handle the deployment and documentation of laptops, desktops, and mobile assets.
- Monitor the service desk queue and resolve complex technical tickets.
- Assist with PLC equipment and system health checks.
- Consulted via telephone to understand user problems, ran through testing scripts, and asked probing questions to locate root causes.
Information Technology Specialist (Contract)
Liftow Ltd
Mississauga, Canada
01.2022 - 09.2022
- Administered system access and support via Active Directory and Azure.
- Led onboarding, offboarding processes, and asset setup.
- Asset procurement.
- Tracked and logged found problems and customer calls in the service now incident management system.
- Installed and maintained software and hardware systems.
- Enhanced security and performance through process improvements.
POS Integration & Technical Specialist
Burman & Fellows Group Inc.
Markham, Canada
01.2018 - 01.2022
- Integrated POS systems including self-checkout for Loblaw
- Maintained software licensing, workstation reimaging, and inventory
- Led hardware/software troubleshooting and support ticketing
- Developed end-user documentation and trained personnel on POS tools
Integration & Implementation Specialist
Panasonic Inc.
11.2016 - 01.2018
- Led POS hardware and software implementation across client locations
- Conducted QA testing on iOS POS apps and peripherals
- Collaborated with developers for bug fixes and feature validation
- Configured Epson printers, drive-thru trackers, and 3M communications
Field Technical Specialist (Contract)
Ramkey Communications
Brantford, Canada
04.2016 - 09.2016
- Planned and executed ITS projects including traffic light camera systems
- Installed network hardware and trained customers on system use
Technical Support (Contract)
Masters Comms Inc.
Toronto, Canada
06.2015 - 01.2016
- Deployed virtual machines and monitored internal infrastructure
- Supported Cisco routers and managed store data backups
Network Designer/Design Specialist (Contract)
TELUS Communications
Edmonton, Canada
09.2014 - 04.2015
- Designed 1Gb Ethernet and backhaul services
- Managed fiber assignments using CV systems and related tools
- Provided expert support to field technicians and end-users
Service Management / Network Design Specialist
Optus SingTel Pty Ltd
Brisbane, Australia
02.2005 - 12.2013
- Led major network migration and infrastructure projects
- Delivered L1–L3 technical support for 15 locations
- Designed Wi-Fi, DSL, and Ethernet solutions for corporate clients
- Managed customer billing transitions and MAC processes
Education
Bachelor of Information Technology - Networking
Griffith University
AustraliaDiploma in IT Network Engineering -
Southbank Institute of TAFE
AustraliaProject Management - Agile & Traditional
Sheridan College
CanadaOCA – Optical Communications Associate -
Ciena
CanadaSkills
- POS Systems
- Payment Integration
- Networking
- Tools & Systems
- Security & Surveillance
- Documentation
- Hardware
- Other Tools
Websites
Timeline
Technical Support Specialist
Simmons Pet Foods and Affiliates
09.2022 - Current
Information Technology Specialist (Contract)
Liftow Ltd
01.2022 - 09.2022
POS Integration & Technical Specialist
Burman & Fellows Group Inc.
01.2018 - 01.2022
Integration & Implementation Specialist
Panasonic Inc.
11.2016 - 01.2018
Field Technical Specialist (Contract)
Ramkey Communications
04.2016 - 09.2016
Technical Support (Contract)
Masters Comms Inc.
06.2015 - 01.2016
Network Designer/Design Specialist (Contract)
TELUS Communications
09.2014 - 04.2015
Service Management / Network Design Specialist
Optus SingTel Pty Ltd
02.2005 - 12.2013
Bachelor of Information Technology - Networking
Griffith University
Diploma in IT Network Engineering -
Southbank Institute of TAFE
Project Management - Agile & Traditional
Sheridan College
OCA – Optical Communications Associate -
Ciena
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