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, ON02-2025
Bachelor of Science - Social Psychology
McMaster University
Hamilton, ON04-2019
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