Tyler Austin
Edmonton,AB
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
20
20
years of professional experience
Work History
Senior Support Specialist
Orchestry Software
Vancouver, BC
09.2024 - 06.2025
- Delivered systems administration support in a cloud-first environment, managing Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
- Administered Microsoft Intune for device enrollment, compliance policies, and application deployment across all endpoints
- Provided end-user support and technical troubleshooting for Microsoft 365 and Windows 10/11 environments, including Tier 2/3 escalations
- Conducted Security Awareness Training (SAT) for end users to improve cybersecurity posture and reduce phishing risk
- Managed backup operations using [Backup Solution Name, e.g., Veeam, Acronis, or Microsoft 365 backup tools], ensuring regular testing and data recovery integrity
- Maintained and updated user accounts, licensing, and groups in Azure Active Directory with a focus on identity security and access control
- Monitored system performance, handled patching, and ensured endpoint compliance using Microsoft Endpoint Manager
- Created and maintained technical documentation for system configurations, backup policies, training materials, and standard operating procedures.
Service Desk Analyst
Nirico Systems
Calgary
06.2021 - 09.2023
- Extremely competent at taking customer calls and tickets to resolve technical issues in a professional manner
- Excelled at Azure Admin and Active Directory and Design
- Experienced with INTUNE, OFFICE 365, AZURE/ENTRA, including deploying, maintaining and configuring
- Highly proficient at Office 365 and Administration tasks
- Maintained and documented Network analysis and design
- Took escalations from other technicians when they could not solve the issue, and mentored them on how to resolve the issue
- SharePoint admin working with sites, libraries and permissions for customers
- Professional technical documentation on issues resolved and maintained
- Cleared the most support tickets than any other technician per month, while maintaining good excellent customer quality
- Coordinated with internal teams to ensure customer inquiries were addressed in a timely manner
- Monitored and responded to customer inquiries via multiple channels, including email, phone, chat, and social media
- Established and maintained SLAs to ensure customer inquiries were addressed in a timely and efficient manner
Network Administrator
Parkland Techs
Spruce Grove
01.2017 - 06.2021
- Maintained the day to day operations of the network and help desk making sure everything was running smoothly
- Proactively worked with clients to make sure their network environments were up and running to be the most effective and less problematic
- Configured all firewalls on site to be up to date and to meet the security needs of the company
- Highly proficient in writing the technical documentation for the companies' client needs
- Setup accounting database for the company to maintain the record keeping and books
- Implemented a virtual private network (VPN) solution that allowed remote access to corporate resources
- Installed, configured, and maintained servers, routers, firewalls, and other network devices
- Troubleshot network problems and resolved technical issues with both hardware and software components
Senior Technical Analyst
Next Digital
Edmonton
09.2015 - 01.2017
- Providing critical response to issue tickets with high priority
- Mentoring and training of junior techs to increase their skill sets
- Maintained all domain migrations and setups
- Proactive Exchange server maintenance including Exchange 2003 to 2016
- Consistent network analysis and documentation
- Professional teaching and training of junior technicians
- Setup VMware ESXi maintenance and operations
- Worked as a Help Desk critical response role for major outages and responses
- Setup and maintenance of FortiGate firewall troubleshooting and implementation
- Configured load balancing including, physical load balancing, round robin, and other various technologies
- Provided technical support for end-users and resolved escalated technical issues
- Prepared and presented financial reports to senior management that provided insights into the organization's financial health
Senior Support Analyst
Omni Technology Solutions
Edmonton
01.2014 - 07.2015
- Providing support for customers around the world for CRM Integration Software
- Providing Tier 3 support and guidance to other support technicians
- Operations for supporting clients' needs
- Technical Writing for documentation of company needs
- Supervision of junior technicians for day to day tasks
- Support for customers and making sure they got the answers they needed
- Testing of new products and documenting
- Customization deployment of software for specific client needs
- Implemented and maintained a customer base for support
- Learned 8 different CRMs (Customer Relationship Management) programs
- Kept a test bed of multiple virtual machines to test new upgrades to the software
- Maintained a database of new features and bugs
- Troubleshooting all issues pertaining to Exchange 2003 -2013, and IBM Notes integrations
- Configured CRM Integration with Exchange, IBM Notes, and GroupWise
Senior Service Technician
Yardstick Technologies
Edmonton
05.2012 - 01.2014
- Providing Tier 3 support to over 100 clients
- Server deployment using vm technologies such as Esxi and Hyper V
- Teaching and guiding the lower tier techs on technology and correct procedures
- Maintained server environment for over 100 clients
- Troubleshooted any technical issue that tier 1 or 2 could not finish
- Maintained routers onsite, including SonicWALL, Cisco, Netopia, and Juniper
- Deployed anti-spam software in the cloud for all clients
- Troubleshooted Microsoft Exchange issues from building the server to maintenance of the server
- Handled migration of servers to virtual machines using converter software technologies
- Migrated over 10 websites to internal hosting
- Provisioned Blackberry administration and deployments
- Took charge of all mini projects that included anything from desktop deployment to server deployment
- Was recognized by colleagues by going the extra yard over 7 times
- Set the record for most tickets closed by anyone in the company's history
- Proficient at ConnectWise ticket tracking software
- Setup Labtech remote monitoring software
- Maintained Exchange 2003, 2007, 2010 and 2013
- Excellent at Multiple 3rd party apps and ERP systems
- Got promoted to Network Administrator
- Trained and mentored new customer service agents in airline procedures and customer service best practices
- Exceeded customer service expectations by providing friendly and courteous service to all guests
Network Administrator
Canadian Pool League
Spruce Grove
12.2009 - 09.2011
- Network administrator for the infrastructure and operations of the business, including software and hardware design and implementation
- Administration of network, personal computers, and firewalls
- Database maintenance and website upkeep of league data
- Built and maintained 7 virtual Servers, including Exchange, SQL and file management
- Installed, configured, and maintained servers, routers, firewalls, and other network devices
- Troubleshot network problems and resolved technical issues with both hardware and software components
Network Technician
All Weather Windows
Edmonton
01.2005 - 12.2009
- For the first 6 months and then a Network Technician for the remainder of the employment
- Overall responsible for all infrastructure across all branches under the supervision of a Senior IT Operations Manager
- Help desk troubleshooting and maintenance
- Migration of 7 domains into one main domain, including Exchange and Active Directory redesign
- Maintained 30 servers on site and off site all Dell technology in the PowerEdge series
- Created and maintained detailed network documentation, including network diagrams and device configurations
- Monitored network performance and identified possible threats using network analysis tools
- Updated and maintained the company's internal network infrastructure, resulting in improved network performance and reliability
Education
Information Technology and Systems Management -
MacEwan University
EdmontonApplied Bachelors - Network Management
NAIT
EdmontonTimeline
Senior Support Specialist
Orchestry Software
09.2024 - 06.2025
Service Desk Analyst
Nirico Systems
06.2021 - 09.2023
Network Administrator
Parkland Techs
01.2017 - 06.2021
Senior Technical Analyst
Next Digital
09.2015 - 01.2017
Senior Support Analyst
Omni Technology Solutions
01.2014 - 07.2015
Senior Service Technician
Yardstick Technologies
05.2012 - 01.2014
Network Administrator
Canadian Pool League
12.2009 - 09.2011
Network Technician
All Weather Windows
01.2005 - 12.2009
Information Technology and Systems Management -
MacEwan University
Applied Bachelors - Network Management
NAIT
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