Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marvin Andrade

Hamilton,Ontario

Summary

Developed a strong technical background while providing both level 1&2 support in my current and previous roles as a support specialist. Adept at resolving complex issues, communicating effectively with diverse teams, and enhancing operational efficiency in a professional manner. Always seeking new challenges and tasks that will further develop my skills as well as learning new skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

McMaster University
03.2025 - Current
  • Optimized OS deployment and imaging with SCCM, delivering standardized configurations, reduced downtime, and faster workstation provisioning across university departments.
  • Administered and maintained physical assets and SCCM deployment packages, ensuring timely software updates and daily operational continuity.
  • Utilized BlueCat Address Manager (BAM) to troubleshoot and resolve DNS, DHCP, and IPAM-related networking issues, ensuring minimal downtime and reliable network configuration
  • Created and troubleshooted complex issues related to deployment packages to streamline and automate workloads.
  • Documented troubleshooting processes to enhance knowledge base for future reference.
  • Diagnosed and resolved software and hardware related technical issues for end-users.

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
  • Managed daily operations of online store, ensuring seamless customer experience and efficient order processing.
  • Managed vendor negotiations and procurement processes to meet sales demands while effectively overseeing and optimizing budget allocations.
  • 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, ON
02-2025

Bachelor of Science - Social Psychology

McMaster University
Hamilton, ON
04-2019

Skills

  • SCCM: OS deployment, application packaging, patch management, and asset management
  • BlueCat: DNS/DHCP/IPAM administration and configuration
  • Network troubleshooting
  • Hardware Troubleshooting: Diagnosis, repair, and replacement of computer components (desktops, laptops, peripherals)
  • Scripting in Bash, Powershell, and Python
  • Virtualization utilizing VMware, VirtualBox, and Hyper-V
  • Expertise in administration tools: Microsoft Entra ID, Microsoft Intune Endpoint Manager, Active Directory, SolarWinds, ServiceNow, SCCM, Duo Mobile, AS400, MS D365
  • Strong understanding of network configurations, including DNS, DHCP, TCP/IP, and VLANs, with a focus on Cisco routing and switching best practices
  • Proficient in MS Exchange Server configuration and management

Certification

  • Microsoft Certified: Azure Fundamentals (AZ-900)

Timeline

Technical Support Specialist

McMaster University
03.2025 - Current

IT Service Desk Analyst

Samuel, Son & Co
01.2024 - 01.2025

Online Store Manager

Entwined
01.2015 - 04.2019

Ontario College Diploma - Computer Systems Technician - Network Systems

Mohawk College of Applied Arts And Technology

Bachelor of Science - Social Psychology

McMaster University
Marvin Andrade