Sagy Zion
Toronto,ON
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
7
7
years of professional experience
Work History
IT Support Analyst
Certain Affinity
06.2024 - 02.2025
- Troubleshoot and resolve technical problems via phone, email, or in-person, ensuring timely responses to service requests.
Install, configure, and maintain various operating systems and software applications on user devices. - Monitor and maintain IT infrastructure including servers, networks, and communication systems to ensure optimal performance.
- Document and track incidents and requests using a help desk ticketing system, ensuring proper escalation when necessary.
- Collaborate with other IT staff to identify and implement improvements in processes, systems, and tools.
Senior Technical Support Specialist
Beanfield Metroconnect
03.2022 - 06.2024
- Work with internal departments including Voice, Sales, GIS, Service Delivery, and NOC to resolve complex technical problems
- Bring any emerging technologies to the attention of the technical support department
- Developing policies and procedures for the technical support department to help troubleshoot various problems
- On-boarding new technical support hires for residential and commercial troubleshooting through the development and implementation of a training plan
- Managing Cisco NS540, Cisco ASR920, Cisco ASR9000, ME3600, VoIP gateways (Obihai, Grandstream, & Sangoma) for commercial networks
- Troubleshooting, escalating, and identifying priority issues based on client specifications, including but not limited to Transport (DWDM), NNI, Metro Ethernet LANX, MPLS, and BGP
- Engaging relevant departments for minor and major network outages in accordance with standard processes and procedures
- Monitoring high priority customers' network status using LibreNMS
Technical Support Representative
Beanfield Metroconnect
01.2018 - 03.2022
- Troubleshooting Network and VoIP issues for both residential and commercial clients
- Assist Customer Experience Representatives with technical support as needed
- Site visits to customer and/or POP locations in order to setup Internet connections for both residential & commercial customers
- VoIP on-site deployment and configuration for new customers
- Working with the Network and Systems Administration team for escalated issues
- Recorded customer issues on database to streamline process and fastrack resolutions
- Identified and resolved issues using software and hardware
- Maintained detailed records of fulfillment actions and processing of support agreements
Education
College Diploma - Computer Networking and Technical Support
Seneca College
01.2019
Skills
- Configuring and troubleshooting network infrastructures including Cisco 4500, NS540, ME3600, ASR920, and GPON
- VPN
- Windows / Linux OS
- Office 365
- Broadsoft
- Jira
- Deskpro
- Confluence
- Technical support
- Prioritizing tasks
- Teamwork
- Independent work
- Effective communication
- Analyzing technical problems
Languages
English
Timeline
IT Support Analyst
Certain Affinity
06.2024 - 02.2025
Senior Technical Support Specialist
Beanfield Metroconnect
03.2022 - 06.2024
Technical Support Representative
Beanfield Metroconnect
01.2018 - 03.2022
College Diploma - Computer Networking and Technical Support
Seneca College
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