Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Washington Malisa

Edmonton,Canada

Summary

Dynamic IT Specialist with a proven track record at Shopify, excelling in identity and access management using Okta and Jamf. Adept at resolving complex technical issues while fostering collaboration across teams. Recognized for implementing sustainable solutions that enhanced productivity and user experience. Passionate about leveraging technology to drive success.

Overview

8
8
years of professional experience

Work History

Retail Associate

Winners HomeSense
St John's, NL
10.2019 - 12.2019
  • Assisted customers and handled POS transactions.
  • Maintained displays and collaborated with team for store upkeep.

Staff Accountant

Newfoundland and Labrador Liquor Corporation
09.2019 - 12.2019
  • Prepared financial summaries and reconciled discrepancies.
  • Improved productivity by 10% through software updates.

IT Specialist

Shopify
02.2022 - Current
  • Serve as the primary point of contact for internal technical support, resolving a wide range of IT issues through Slack, Helpdesk, and direct employee interactions.
  • Troubleshoot hardware, software, and network problems efficiently, delivering prompt resolutions to minimize downtime and enhance employee productivity.
  • Proactively identify gaps in current IT workflows and infrastructure, designing and implementing sustainable, long-term solutions that improve efficiency and reduce repetitive tasks.
  • Lead and contribute to internal automation projects that streamline support operations and routine IT processes, including scripting and tool integration to reduce manual workload.
  • Manage access provisioning and deprovisioning across key platforms such as Okta, Slack, Workday, GitHub, Google Workspace, and Jamf, ensuring strict adherence to security and compliance standards.
  • Maintain documentation for internal tools, processes, and troubleshooting steps to support knowledge sharing and onboarding of new team members.
  • Monitor and triage IT support tickets, taking ownership of issues that fall outside established escalation paths and ensuring timely resolution or escalation to appropriate teams.
  • Collaborate with cross-functional teams to support new employee onboarding and offboarding processes, including configuring hardware, managing software access, and delivering IT orientation.
  • Assist with asset management and lifecycle tracking for employee devices and peripherals, supporting remote and in-office teams across multiple regions.

Plus Specialist

Shopify
06.2021 - 02.2022
  • Supported Shopify Plus merchants via Zendesk with timely issue resolution.
  • Maintained up-to-date knowledge of product changes and internal processes.
  • Provided peer support via Plus Slack channels and documented knowledge resources.

JSA Support Apprentice

Shopify
06.2020 - 06.2021
  • Resolved customer issues via live chat and email.
  • Collaborated across departments to ensure optimal user experience.
  • Demonstrated empathy while addressing concerns and troubleshooting.

Electronics Sales Associate

Walmart
St John's, NL
06.2018 - 08.2018
  • Advised customers on electronics and maintained displays.
  • Upsold products and resolved customer issues.

Package Handler

Newfoundland Chocolate Company
10.2017 - 12.2017
  • Packed, sealed, and moved inventory.
  • Collaborated in a fast-paced warehouse environment.

Education

Bachelor of Commerce (Co-op) -

Memorial University of Newfoundland
St. John's, NL
05.2021

Advanced Level -

International School of Moshi (ISM)
Moshi, Tanzania
05.2016

Skills

Scripting & Automation:

Basic experience with Python and PowerShell for task scripting and automation

Identity & Access Management:

Experienced with Okta, Microsoft Entra, and Active Directory

Device Management:

Proficient in using Jamf and Intune for MDM solutions Also, have some experience with Kandji

Cloud & SaaS Platforms:

Skilled in Microsoft 365 (Exchange, SharePoint, Teams), Slack, GitHub, Adobe Creative Cloud, G-Suite

Operating Systems:

Knowledgeable in Windows and macOS environments

Networking:

Understanding of VPN solutions and basic networking concepts

Affiliations

Outside of my professional work in technology, I enjoy staying creatively and physically active through hobbies like playing soccer, practicing guitar, reading a variety of books, and expressing myself through drawing and painting. These interests help me maintain a well-rounded perspective and bring fresh energy and creativity to my work

Timeline

IT Specialist

Shopify
02.2022 - Current

Plus Specialist

Shopify
06.2021 - 02.2022

JSA Support Apprentice

Shopify
06.2020 - 06.2021

Retail Associate

Winners HomeSense
10.2019 - 12.2019

Staff Accountant

Newfoundland and Labrador Liquor Corporation
09.2019 - 12.2019

Electronics Sales Associate

Walmart
06.2018 - 08.2018

Package Handler

Newfoundland Chocolate Company
10.2017 - 12.2017

Bachelor of Commerce (Co-op) -

Memorial University of Newfoundland

Advanced Level -

International School of Moshi (ISM)

Similar Profiles

CREATE PROFILE
Washington Malisa