Patrick Matondo
Ottawa,ON
Summary
A highly motivated and results-driven IT Support Analyst with over 5+ years of experience providing comprehensive technical support in dynamic and fast-paced environments. Skilled in diagnosing, troubleshooting, and resolving hardware and software issues to ensure seamless workstation performance and user satisfaction. Proficient in managing workstation configurations, deploying security updates, and implementing proactive maintenance strategies to enhance system reliability and minimize downtime. Expertise in Microsoft Endpoint Management tools, with a strong understanding of ITIL best practices, enabling the optimization of IT operations and improved efficiency. Fluent in English and French, with excellent communication skills to effectively convey complex technical concepts to diverse audiences. Seeking to leverage technical expertise, problem-solving capabilities, and a commitment to operational excellence in the role of IT Security Technician to enhance user experience and drive business success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Compugen
12.2022 - Current
- Company Overview: Compugen at Kruger Products
- Provide comprehensive support for end-user hardware, including laptops, smartphones, desk phones, AV systems, and peripherals
- Troubleshoot and support Windows 10/11, Microsoft 365, Microsoft Edge, Google Chrome, and Adobe applications
- Collaborate with cross-functional IT teams to resolve complex technical challenges, ensuring smooth and uninterrupted operations
- Deliver remote and deskside technical support, including user training on MFA implementation and security best practices
- Assist executives and staff with IT-related concerns in a high-paced environment
- Provide support for Windows and iOS devices, ensuring cross-platform compatibility and productivity
- Configure and secure workstation OS environments to align with corporate security policies and end-user needs
- Deploy, patch, and upgrade corporate-standard applications using SCCM, Intune, and AutoPilot
- Coordinate with external vendors and service providers to enhance IT support and security measures
- Serve as the primary contact for employees experiencing technical issues, providing timely support and solutions
- Compugen at Kruger Products
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Level 2 Desktop Support Specialist (Contract)
IBM
02.2019 - 12.2022
- Company Overview: IBM at Alberta Health Services (AHS)
- Provided Level 2 desktop support to over 500 users across multiple Alberta Health Services (AHS) sites
- Conducted network administration tasks, including mapping network drives, setting up user accounts, and managing Group Policies
- Executed IMAC (Install, Move, Add, Change) activities, including hardware rollouts, refreshes, and deployments
- Installed and configured hardware and software following documented IT processes and procedures
- Supported desktop software, hardware devices, and printers, resolving issues onsite and remotely
- Installed, configured, and maintained over 3,000 Lenovo-based PCs and 500 printers (Xerox, Lexmark, Zebra) at South Health Campus
- Diagnosed and resolved network connectivity issues, including VPN failures, DHCP conflicts, and Wi-Fi troubleshooting
- Prepared reports on IT infrastructure health, incidents, and resolution strategies for senior management
- IBM at Alberta Health Services (AHS)
- Resolved technical issues to enhance user satisfaction and efficiency.
- Provided desktop support for seamless business operations.
- Improved system performance by conducting regular maintenance and updates.
- Assisted users with software installation and configuration to ensure optimal use.
IT Help Desk Technician
Canadian Natural Resources Limited (CNRL)
01.2016 - 12.2019
- Managed and logged incoming support requests, providing first-line technical assistance for servers, desktops, networks, applications, laptops, and peripherals
- Handled an average of 60 IT calls per day, delivering prompt first- and second-level technical support
- Installed and configured hardware and software in compliance with organizational standards
- Provided first-line support for clients across multiple regions, including Canada, the UK, Scotland, and West Africa
- Diagnosed and resolved technical challenges via phone, email, and remote desktop tools
- Utilized Remedy, Cherwell, and Maximo ticketing systems to track, log, and manage incidents and work orders
- Managed user account administration, including network folder access provisioning and password resets
- Offered remote support using Windows Remote Assistance, SCCM, and TeamViewer
- Provided courteous and timely technical assistance to local and remote end users, ensuring high customer satisfaction
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Cisco Network Administration - Information Technology
Algonquin College
Ottawa, ON01.2020
Network and Security Specialist Diploma - Information Technology
Everest College – Algonquin College
Toronto, Ontario01.2011
Skills
- End-User & Executive IT Support – Skilled in providing Level 1 & 2 technical support for hardware, software, and network issues in fast-paced environments
- Operating Systems & Enterprise Applications – Expertise in Windows 10/11, iOS, Microsoft 365, Adobe Suite, Google Chrome, and Microsoft Edge
- Hardware & Device Management – Strong experience with laptops, desktops, smartphones, AV systems, desk phones, and printers (Xerox, Lexmark, Zebra)
- Network Administration & Security – Proficient in VPN troubleshooting, TCP/IP, DHCP, Wi-Fi diagnostics, Group Policy administration, and MFA implementation
- Software Deployment & Patch Management – Hands-on experience with SCCM, Intune, and AutoPilot for deploying, patching, and securing applications
- Remote & Onsite IT Support – Expertise in Windows Remote Assistance, SCCM, TeamViewer, and providing bilingual (English & French) support
- Customer Service & User Training – Strong communicator, delivering IT assistance to employees and executive staff while conducting security best practices training
- Collaboration & Vendor Coordination – Experienced in working with cross-functional IT teams, external vendors, and service providers to enhance security and operations
- Incident Management & Documentation – Skilled in tracking and resolving IT issues using ServiceNow, Cherwell, Remedy and Maximo, while preparing reports for senior management
- Problem-Solving & Critical Thinking – Proven ability to diagnose and resolve complex IT challenges, ensuring business continuity and security compliance
Languages
English
French
Certification
- CompTIA A+
- CompTIA Network +
Timeline
IT Support Analyst
Compugen
12.2022 - Current
Level 2 Desktop Support Specialist (Contract)
IBM
02.2019 - 12.2022
IT Help Desk Technician
Canadian Natural Resources Limited (CNRL)
01.2016 - 12.2019
Cisco Network Administration - Information Technology
Algonquin College
Network and Security Specialist Diploma - Information Technology
Everest College – Algonquin College
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