Riley Hidalgo
Burnaby,Canada
Overview
4
4
years of professional experience
Work History
CLIENT SUPPORT TECHNICIAN
CLOUD 9 SOLUTIONS
10.2023 - Current
- Operated as first point of contact for clients, troubleshooting and resolving tier 1 and tier 2 issues.
- Updated and created technical documents and knowledge bases according to client needs using IT documentation software including IT Glue and IT Boost.
- Administration of Office 365 including creating user accounts, assigning/purchasing licenses, Teams and SharePoint access, and assigning mailbox permissions.
- Responsible for training new employees with company procedures, policies and software tools.
- Collaborated with team internally with projects, including implementing MFA for clients.
TECHNICAL SUPPORT SPECIALIST
CRDS TECHNOLOGY GROUP
04.2022 - 10.2023
- Experience with Installation and setup of desktops, MacBooks, laptops, monitors, and peripheral devices at multiple client sites.
- Answered incoming customer support calls and emails while creating detailed tickets to track and resolve issues/requests.
- Troubleshooted and resolved a range of software, hardware, and network issues, resolving 10-15 tickets daily.
- Administration of Google workspace including creating new user accounts, distribution list access, google drive access and offboarding procedures.
Education
BCIT INDUSTRY CERTIFICATE - Technology Support Professional Program
BCIT
06.2022
Skills
- Administration of environments including Office 365, Microsoft Intune, Google workspace and Active Directory
- Extensive experience in RMM tools including N-Able and ConnectWise Control
- Extensive knowledge of the configuration of Windows 10/11 and Apple devices
- Effective communication in email and on phone calls to ensure end user satisfaction
Websites
Timeline
CLIENT SUPPORT TECHNICIAN
CLOUD 9 SOLUTIONS
10.2023 - Current
TECHNICAL SUPPORT SPECIALIST
CRDS TECHNOLOGY GROUP
04.2022 - 10.2023
BCIT INDUSTRY CERTIFICATE - Technology Support Professional Program
BCIT