Michael Paul Abe
Scarborough,ON
Summary
IT Support Technician with 3+ years of hands-on experience providing help desk support, desktop/laptop deployment, and software/hardware troubleshooting in hybrid and remote environments. Skilled in Microsoft 365, Windows, Active Directory, and device imaging, with strong foundations in networking, AV, and IT process documentation. Known for delivering clear technical guidance to non-technical users, maintaining secure and efficient IT operations, and contributing to cross-functional projects. Currently pursuing advanced certifications to strengthen enterprise IT capabilities.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Technician
Serveased Technologies
03.2024 - 01.2025
- Delivered Level 1 & 2 support for desktops, laptops, and cloud systems (Windows/macOS).
- Imaged, configured, and deployed workstations; created standard OS and software images.
- Patched systems and administered antivirus solutions to ensure compliance and security.
- Supported onboarding/offboarding with Active Directory, Azure AD, and Google Workspace.
- Diagnosed and resolved connectivity issues, VPN setup, and network troubleshooting.
- Maintained IT asset inventory, documentation, and user support guides.
- Assisted with IT compliance projects and contributed to cross-functional system testing.
Technical Customer Support Specialist
Millennium Solutions
04.2019 - 08.2022
- Resolved hardware, software, and connectivity issues via phone, chat, and remote platforms.
- Supported setup of AV and conferencing systems for hybrid meetings and client sessions.
- Provided hands-on training to new staff on IT tools and troubleshooting procedures.
- Developed documentation for recurring support issues, improving internal efficiency.
Education
Associate of Science - IT Help Desk / Network Technician
Willis College
Ottawa, ONBachelor of Science - Information Technology
Centennial College
Scarborough, ONSkills
- Operating Systems: Windows, macOS, Linux, ChromeOS
- Cloud & Directory Services: Microsoft 365, Azure AD, Google Workspace, Active Directory
- Endpoint Management: Imaging, patching, provisioning, anti-virus/anti-malware administration
- Networking: IP addressing, DNS, VPN, TCP/IP troubleshooting
- Hardware Support: Desktops, laptops, printers, telephony systems, peripherals
- Collaboration Tools: Teams, Zoom, Slack, remote support platforms
- IT Practices: ITIL, Incident/Problem/Change Management, GRC documentation
- Other Tools: ServiceNow, Jira, PowerShell (basic), A/V conferencing systems
Certification
- CompTIA A+ Certified
- ITIL Foundation Certified
- Currently pursuing: ServiceNow System Administrator Certification
Timeline
IT Support Technician
Serveased Technologies
03.2024 - 01.2025
Technical Customer Support Specialist
Millennium Solutions
04.2019 - 08.2022
Bachelor of Science - Information Technology
Centennial College
Associate of Science - IT Help Desk / Network Technician
Willis College
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