Marvin Andrade
Hamilton,Ontario
Summary
Proven IT Service Desk Analyst at Samuel, Son & Co, adept in deploying and managing software/hardware assets and enhancing IT security policies. Excelled in boosting remote worker productivity and reducing ticket volume by developing self-service knowledge base articles. Skilled in network troubleshooting and scripting in Bash, Powershell, Python, showcasing a blend of technical proficiency and problem-solving capabilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Samuel, Son & Co
01.2024 - 01.2025
- Managed, created and deployed user accounts and company Software/Hardware assets in Active Directory, Azure, Microsoft Intune, D365, AS400, SCCM, Duo Mobile, Autodesk Products, SolidWorks, and Service Now platform daily.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Maintained and managed IT security policies using/supporting CyberArk and Fortinet firewall
- Worked as an after-hours on-call Network Support Analyst utilizing SolarWinds to monitor the network company wide – providing on-call support to locations and data centers after-hours, as well as creating bridges to other IT teams or service providers if necessary.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
- Participated in meetings and discussions with all levels of IT and upper management regarding the development of company owned AI support systems.
Online Store Manager
Entwined
01.2015 - 04.2019
- Addressed customer concerns promptly, resolving issues efficiently to maintain high satisfaction ratings.
- Managed seasonal promotions effectively by planning ahead for product availability and adjusting marketing tactics accordingly.
- Analyzed sales data to identify trends, forecast future demand, and make informed purchasing decisions.
Education
Ontario College Diploma - Computer Systems Technician - Network Systems
Mohawk College of Applied Arts And Technology
Hamilton, NoneBachelor of Science - Social Psychology
McMaster University
Hamilton, None04-2019
Skills
- System monitoring
- ITIL framework
- Network troubleshooting
- Ticketing system proficiency
- Scripting in Bash, Powershell, Python
- Virtualization utilizing VMware, VirtualBox, and Hyper-V
- Proficient in administration tools: Microsoft Entra ID, Microsoft Intune Endpoint Manager, Active Directory, SolarWinds, Service Now, SCCM
- Experience managing user and group policy settings and tools in both Azure, Intune, and Active Directory
Languages
Certification
- Microsoft Certified: Azure Fundamentals (AZ-900)
Timeline
IT Service Desk Analyst
Samuel, Son & Co
01.2024 - 01.2025
Online Store Manager
Entwined
01.2015 - 04.2019
- Microsoft Certified: Azure Fundamentals (AZ-900)
Ontario College Diploma - Computer Systems Technician - Network Systems
Mohawk College of Applied Arts And Technology
Bachelor of Science - Social Psychology
McMaster University
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