Summary
Overview
Work History
Education
Skills
Timeline
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Trust Agu

Mississauga,ON

Summary

Experienced and customer-focused IT Support Specialist with over 5 years of hands-on experience delivering high-quality technical support across enterprise environments. Skilled in troubleshooting hardware, software, and network issues, resolving technical incidents, and supporting end users via phone, email, chat, and remote access tools. Proficient with ticketing systems, endpoint management, Active Directory, and system imaging. Known for providing timely resolutions, minimizing downtime, and ensuring seamless IT operations. Strong understanding of Windows/Linux environments, cloud tools, and security best practices.

Overview

6
6
years of professional experience

Work History

Technical Support Specialist

Nova Networks
01.2022 - Current
  • Delivered L1/L2 technical support to over 60+ end users daily, ensuring resolution of hardware, software, and connectivity issues.
  • Remotely accessed user devices to diagnose and repair faults in Windows environments.
  • Resolved tickets using Jira and Salesforce, maintaining SLA targets and documentation.
  • Supported Microsoft 365 apps (Outlook, Teams, Excel, OneDrive) and resolved email sync, login, and mailbox permission issues.
  • Conducted password resets, group membership management, and account lockout resolution using Active Directory.
  • Performed SQL queries to update client records and support internal applications.
  • Provided support during system upgrades and software rollouts with minimal business disruption.
  • Trained new users on IT policies and how to navigate enterprise applications securely.
  • Monitored recurring incidents, suggested process improvements, and collaborated on long-term fixes.

Technical Support Analyst

Rogers Communications
10.2019 - 12.2021
  • Provided technical support for desktops, laptops, mobile devices, printers, and peripheral equipment for a large user base across Canada.
  • Responded to 50+ support tickets daily via phone, email, and remote tools (VMWare, Citrix).
  • Installed, configured, and maintained Windows/Linux OS and business-critical software.
  • Created knowledge base articles to improve self-service and first-contact resolution.
  • Removed malware, resolved performance issues, and implemented endpoint security tools.
  • Supported imaging and hardware refresh projects to streamline system provisioning.
  • Maintained asset tracking and inventory for end-user devices.

Education

Graduate Diploma - Cybersecurity and Threat Management

Seneca College
Toronto, ON

Bachelor of Science - Computer Science

University of Nigeria

Skills

  • Tech Support & Troubleshooting: Hardware/software diagnostics, remote desktop support, printer configuration, OS installation, email/VOIP setup, user training
  • Ticketing & Documentation: Jira, Confluence, Salesforce, Zendesk
  • Operating Systems: Windows 10/11, Linux (Ubuntu/CentOS), macOS
  • Enterprise Tools: Active Directory, Office365, Microsoft Exchange, PowerShell, Remote Desktop, Citrix, VMWare
  • Networking & Systems: TCP/IP, VPN, DNS, DHCP, Wi-Fi troubleshooting, Network printers, Group Policy
  • Cloud & IT Services: Microsoft 365 Admin Center, Azure, AWS (Basic), OneDrive, SharePoint
  • Security & Compliance: Antivirus solutions, MFA setup, data privacy (PIPEDA, HIPAA), endpoint protection
  • Database & Queries: SQL Server Management Studio (basic CRUD operations)
  • Other Tools: Wireshark, FTK, EnCase, Burp Suite, imaging tools (SCCM or MDT experience)

Timeline

Technical Support Specialist

Nova Networks
01.2022 - Current

Technical Support Analyst

Rogers Communications
10.2019 - 12.2021

Graduate Diploma - Cybersecurity and Threat Management

Seneca College

Bachelor of Science - Computer Science

University of Nigeria

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Trust Agu