Computer Programming and Analysis - 3-year Bachelor Diploma
Seneca College of Applied Arts And Technology
North York, None
Rafal Kuleta
Toronto,ON
Summary
Experienced IT support professional with a proven ability to solve complex technical challenges. Adept at diagnosing and resolving application, software, and hardware issues, leading to improved user productivity. Committed to promoting team collaboration and adapting to evolving IT requirements by leveraging technical expertise and a strong work ethic.
Education
Skills
- ITIL Processes: Incident Management and Problem Management by SLA (Service Level Agreement)
- ITSM Service Desk Tools: HelpStar, Remedy, SM9, ServiceNow
- Software, application, and systems installation, support, monitoring, and performance tuning
- Support of project items
- Technical documentation
- Problem-solving & decision-making
- Multi-platform Windows O/S PC and servers
- Databases and data analysis
- C/C, C#, MS Visual Studio,NET, Java
Languages
English
Native or Bilingual
Polish
Native or Bilingual
Timeline
IT Technical Support Specialist
CompuCom
02.2016 - Current
IT Technical Specialist
RBC Royal Bank
06.2015 - 11.2015
Technical Specialist
Moneris Solutions
03.2012 - 09.2014
Software Developer
Geomar Software Inc.
12.2004
IT Technical Support Professional
Help Desk Technologies
IT Technical Specialist
SIMMS
Computer Programming and Analysis - 3-year Bachelor Diploma
Seneca College of Applied Arts And Technology
Work History
IT Technical Support Specialist
CompuCom
02.2016 - Current
- Act as a technical lead to identify, categorize, and prioritize incidents and requests from medical staff affecting IT services and applications; provide resolution for service tickets; escalate and report complex issues to other technical teams and vendors if required; monitor the escalation process to ensure procedures are followed and timelines are met.
- Diagnose and resolve end-user problems related to applications, networks, computer hardware/software, operating systems, web browsers, Citrix, Cisco VPN, IIS, printing, mobile devices, Active Directory, Exchange email, and SQL databases; develop and maintain technical support documentation.
- Install, configure, and manage business applications, including Office365, I-Care Medical Reporting Suite, mobile applications, MS Windows 10/11, Citrix/VPN Clients, AD security and distribution groups, user access permissions, etc.
- Regularly review existing infrastructure and components, seeking opportunities for improvements or consolidation where appropriate.
- Streamlined IT processes for increased efficiency and reduced downtime.
IT Technical Specialist
RBC Royal Bank
06.2015 - 11.2015
- Acted as a technical resource and adviser for large-scale Windows 7 rollout projects and dependent financial applications (average 1000 user machines per day).
- Provided on-site and remote support to the project team during the migration process on RBC Red Dawn backup procedures and data restoration using Bona's method.
- Troubleshoot issues related to the Microsoft User State Migration Tool (USMT) XML file settings to ensure seamless Windows 7 deployment.
- Interacted with end-users to resolve post-migration issues (desktops/laptops, software, applications, operational or network connectivity).
Technical Specialist
Moneris Solutions
03.2012 - 09.2014
- Provided exceptional technical support and troubleshooting issues related to Windows XP/7, MS Office, desktops/laptops, Windows 2003/2008 servers, SQL servers, networks, printers, and POS Web applications.
- Significantly reduced the number of incidents based on in-depth knowledge of multiple technologies and applications; quickly identified the root causes of incidents, applying subsequent workarounds/solutions to prevent issues from recurring.
- Followed up with users regarding work progress, thus providing a better client experience to business units
- Efficiently diagnosed and resolved POS Web application issues after Java upgrades and prevented business customers from significant financial loss.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
IT Technical Support Professional
Help Desk Technologies
- Managed support of the "HelpStar" Suite (helpdesk package) and provided advice on application deployment and configuration best practices on Windows servers and SQL databases.
- Leveraged VMware to host environments for testing and troubleshooting business applications.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
IT Technical Specialist
SIMMS
- Reviewed technical requirements for clients, assisted in selecting technology, and organized procurement of IT hardware, software, and medical equipment; coordinated installation and configuration of new network, software, and applications; conducted thorough diagnostics to verify that hardware, software, and application met specified standards and customer requirements.
Software Developer
Geomar Software Inc.
12.2004
- Developed and implemented a program to fix corrupted data and data editing tools with C++ programming language.
- Leveraged Microsoft Visual Studio .NET suite in designing, developing, testing, and implementing DATX and other geophysics-related applications; provided geophysics application consultation and support to external customers.
Technical Traning
- ITIL Foundation, Cisnet Canada
- Installation and Configuration Windows Server 2012 R2, Cisnet Canada
- Administering Windows Server 2012 R2, Cisnet Canada
- CompTIA A+, Cisnet Canada
- CISCO Certified Network Associate (CCNA), Toronto Metropolitan University
Overview
2025
2025
years of professional experience
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