Overview
Work History
Education
Skills
Certification
Timeline
Summary
Work Availability
Languages
References
Hi, I’m

TOMAS HAGOS

Montreal,Canada
TOMAS HAGOS

Overview

7
years of professional experience
2

Certificates

Work History

Quesys
Montreal, QC

IT Support Specialist Intern
01.2024 - Current

Job overview

  • Managed and resolved a wide array of technical issues utilizing the ConnectWise ticketing system, ensuring meticulous tracking and timely resolution.
  • Delivered IT support for a diverse inventory of devices, overseeing over 500 laptops along with printers, projectors, and various peripherals.
  • Utilized SCCM to deploy operating system images to new laptops, streamlining setup and configuration processes for enhanced efficiency.
  • Provided adept technical support for laptop hardware issues, proficiently diagnosing and resolving problems to sustain optimal performance levels.
  • Promptly addressed printer-related helpdesk tickets and service requests, swiftly resolving issues to mitigate operational disruptions.
  • Offered comprehensive IT support through the ticketing system, effectively addressing hardware, software, and networking issues for internal teams.
  • Configured Windows Server 2019 to serve as domain controllers, DNS, DHCP servers, and group policies, ensuring seamless functionality.
  • Extensively supported Microsoft 365 applications, including Teams, Exchange Online, and SharePoint, to facilitate efficient collaboration and communication.
  • Managed user accounts in Active Directory, meticulously adjusting group memberships to regulate access permissions and ensure data security.
  • Documented troubleshooting steps, system configurations, and procedures, maintaining meticulous documentation for future reference and knowledge sharing.

Yes employement and entrepreneurship
Montreal, QC

Trainee
04.2022 - 07.2022

Job overview

  • Attended training sessions and meetings to learn new information and develop personal skills.
  • French revision, financial literacy, Digital literacy
  • Effective communication and teamwork, Conflict management
  • Time management

Madote INC

Point Of Sale Technician
01.2021 - 03.2022

Job overview

  • Utilized Zendesk ticketing system to manage and resolve technical issues, ensuring efficient tracking and resolution.
  • Installed, configured, and maintained computer hardware, software systems, and peripherals for Point Of Sale systems.
  • Tested POS systems to ensure proper functioning of components such as barcode scanners, printers, and cash drawers.
  • Assisted in the implementation of new POS solutions by training staff on proper usage of equipment.
  • Provided technical assistance and troubleshooting support for customers experiencing difficulties with their POS systems.

Sky Tech

IT Technician
03.2019 - 11.2021

Job overview

  • Installed and configured hardware, software, systems, networks, printers, and scanners.
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Configured routers, switches and wireless access points for LANs and WANs.
  • Provided training sessions for end users on how to use various software programs.
  • Created documentation for common IT tasks such as troubleshooting steps for various types of problems.

Jumbo Electronics P.L.C
Asmara, Eritrea

IT Salesperson
01.2017 - 08.2018

Job overview

  • Prepared proposals, contracts and quotes for prospective customers.
  • Provided technical advice on product features and benefits to customers.
  • Assisted customers during selection process and helped choose perfect products to meet individual needs.

Education

Dawson College
Montreal, QC

A.E.C from Network Administration And Support
03.2024

University Overview

  • Completed an intensive program focused on Network Administration and Support.
  • Developed comprehensive skills in designing, implementing, and maintaining network infrastructures.
  • Acquired in-depth knowledge of networking protocols, including TCP/IP, DNS, DHCP, VPNs, VLANs, and routing protocols.
  • Gained hands-on experience with network hardware, including routers, switches, and wireless access points.
  • Mastered the configuration and management of servers, including Windows Server 2019 and Linux distributions.
  • Enhanced troubleshooting abilities for diagnosing and resolving network issues in both LAN and WAN environments.
  • Received training in cloud computing platforms, with a focus on AWS and Azure.
  • Learned best practices for system documentation, maintenance, and security.
  • Completed coursework in industry-standard certifications, including CompTIA A+, Security+, Red Hat Certified System Administration (RH124), and CCNA.

Skills

  • Proficient in Microsoft platforms, including Windows Server 2016 and 2019
  • Proficient in managing Active Directory environments,including user and group management, permissions, and domain configurations
  • Hands-on experience with Azure cloud services and solutions, including deployment, management, and troubleshooting
  • Proficient in Microsoft 365 suite, including Teams, Exchange Online, SharePoint, and other associated tools, with a proven ability to leverage these platforms to enhance collaboration, communication, and productivity within organizational settings
  • Proficient in providing frontline and secondary technical assistance to internal staff, resolving issues via multiple channels including phone, email, or onsite support
  • Highly skilled in diagnosing and troubleshooting IT issues,ensuring prompt resolution
  • Proficient in utilizing ticketing systems such as ConnectWise and ServiceNow to manage and track IT support requests efficiently
  • Familiar with ServiceNow platform, adept at leveraging its features for task management and workflow automation
  • Adaptable to new ticketing systems and quick to learn their functionalities and best practices for effective support delivery
  • Skilled in meeting service level agreement (SLA) targets for incident and request resolution, ensuring swift responses and timely resolutions
  • Strong understanding of networking concepts, protocols and troubleshooting techniques, including TCP/IP, DNS, DHCP, VPNs, VLANs, and routing protocols
  • Cisco infrastructure installation, configuration, and management, including access points, controllers, and wireless LAN controllers (WLCs)
  • Extensive scripting experience in PowerShell for automating tasks related to system configuration, administration, and management
  • Strong documentation skills for maintaining system configurations, procedures, and troubleshooting guides
  • Virtualization platforms including Hyper-V and VMware

Certification

  • AWS Certified Cloud Practitioner+
  • Microsoft Certified: Azure Fundamentals

Timeline

IT Support Specialist Intern
Quesys
01.2024 - Current
Trainee
Yes employement and entrepreneurship
04.2022 - 07.2022
Point Of Sale Technician
Madote INC
01.2021 - 03.2022
IT Technician
Sky Tech
03.2019 - 11.2021
IT Salesperson
Jumbo Electronics P.L.C
01.2017 - 08.2018
Dawson College
A.E.C from Network Administration And Support

Summary

Dynamic and dedicated IT professional with extensive experience in providing technical support in fast-paced environments. Skilled in diagnosing and resolving hardware, software, and networking issues through phone, email, and onsite visits. Proven track record of maintaining a high level of customer service while adhering to SLA targets and prioritizing workload effectively. Proficient in ticket management systems such as ConnectWise and Zendesk. Adept at establishing and maintaining excellent working relationships with stakeholders at all levels. Committed to continuous improvement and knowledge sharing.

Availability
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Languages

Languages
  • English
  • French

References

References
References available upon request.

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