LESLIE PINTER
Hamilton,Canada
Summary
Accomplished IT support professional with extensive experience in system installation, configuration, and troubleshooting. Proven ability to diagnose hardware and software issues and facilitate successful application roll-outs. Demonstrates strong work ethic, adaptability, and exceptional interpersonal skills. Capable of mastering new technologies quickly and working effectively in independent settings.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Analyst Level 2
IPEX Management Inc.
Oakville, ON
10.2021 - 07.2025
- Created and managed account lifecycle in Active Directory and Azure.
- Configured email accounts, deactivated accounts, and set up Out of Office messages using MS Exchange Online.
- Established and modified email distribution lists and MS Teams groups via MS Exchange Online.
- Installed software for end-users through SCCM with administrative credentials.
- Managed Azure MFA configuration, MS Teams Phones, and ZIRO phone line setup.
- Analyzed and diagnosed end-user issues reported in ServiceNow ticketing system.
- Triage incoming tickets in ServiceNow, updating and closing them with detailed resolution notes.
- License management of multiple applications: Adobe, Autodesk, Articulate360, Antidote, Bluebeam, and O365 applications.
- Remote support using Quick Assist and TeamViewer.
- Mentor and assist Help Desk L1 team members with issue resolution and inquiry response
Help Desk Analyst
CDN Technologies
Oakville, ON
04.2021 - 09.2021
- Executed O365 tenant migration, setup, and management for optimal performance.
- Managed Google Workspace for teams and users, ensuring seamless collaboration.
- Configured onsite hardware and software to meet organizational needs.
- Resolved technical issues for clients through phone and email support.
- Diagnosed hardware and software problems using remote troubleshooting techniques.
- Created accounts, reset passwords, and configured user access to servers.
- Maintained composure in challenging customer interactions, utilizing de-escalation techniques.
- Cleared record backlog of support tickets after significant system malfunction.
Onsite Tech Support (IMACR)
American IT/Boehringer Ingelheim
Burlington, ON
07.2018 - 07.2019
- Facilitated migration of campus users from Windows 7 to Windows 10.
- Maintained PCs and printers, reducing downtime.
- Installed PC hardware and software for end-users.
- Diagnosed and analyzed issues reported by end-users.
- Resolved complex problems in collaboration with Senior and Lead Analysts.
- Tracked and updated all support calls through corporate tracking system.
- Monitored Desktop Support Queue to uphold SLA guidelines.
- Developed and maintained comprehensive Desktop Process documentation.
Education
Electronics Engineering Technician -
DeVry Institute of Technology
Weston, ON05-1996
OSSD -
Sir Allan McNab High School
Hamilton, ON06-1993
Skills
- Organized and punctual
- Analytical troubleshooting
- Time management
- Team leadership
- Constructive feedback
- Verbal and written communication
- Microsoft Windows expertise
- Microsoft Office proficiency
- M365/O365/Azure administration
- Online Exchange administration
- Autodesk and Adobe management
- Virtual system configuration
- Networking expertise
- Mac OS support
- Router and switch installation
- Server setup and configuration
- iOS and Android configuration
- MS Teams hardware support
- Active Directory management
- ServiceNow proficiency
- ITIL framework knowledge
Affiliations
- Reading and using new emerging technologies such as AI. Copilot and ChatGPT
- Research and familiarize myself with new technology
Certification
- LinkedIn Learning Certificate Completion for Learning Network Troubleshooting: Practical Network Diagnostics and Solutions July 2025
- LinkedIn Learning Certificate Completion for Microsoft 365 for Administrators: Supporting Users May 2025
- LinkedIn Learning Certificate Completion for Cloud Management with Microsoft Intune September 2024
References
References available upon request.
Timeline
Help Desk Analyst Level 2
IPEX Management Inc.
10.2021 - 07.2025
Help Desk Analyst
CDN Technologies
04.2021 - 09.2021
Onsite Tech Support (IMACR)
American IT/Boehringer Ingelheim
07.2018 - 07.2019
Electronics Engineering Technician -
DeVry Institute of Technology
OSSD -
Sir Allan McNab High School