Winley Pedro
Tech Analyst
Brampton,ON
Summary
Dedicated and self-taught individual with a passion for technology and a proven track record of delivering exceptional support. Armed with hands-on experience gained through self-directed learning that brings a unique blend of technical expertise and problem-solving skills. Committed to staying informed of industry trends and continuously expanding knowledge and skills to effectively troubleshoot and resolve complex IT issues.
Overview
6
6
Certifications
Work History
Tech Analyst
Airmiles/BMO
02.2024 - Current
- Collaborated with cross-functional teams to integrate Active Directory with other enterprise systems, ensuring seamless user access and data consistency
- Managed and maintained Active Directory infrastructure supporting over 100 users across multiple geographic locations
- Conducted regular re-imaging of company devices using Microsoft Deployment Toolkit (MDT), ensuring consistent configurations and software installations across all workstations
- Led incident response efforts during major outages, coordinating with cross-functional teams to restore service and implement preventative measures
- Logged and prioritized support tickets using ServiceNow ticketing system, ensuring timely resolution and accurate documentation of user issues
- Collaborated with other IT teams to escalate and resolve complex technical issues, maintaining focus on minimizing downtime and maximizing productivity
- Created over 100 email accounts for users using Microsoft Exchange
- Utilized cloud-based services such as Microsoft Intune, Jamf, & Qualys to assist end users
Certified Tech Advisor
TheITSupportCenter
01.2024 - 02.2024
- Provide expert technical support on off-the-shelf software, enterprise software, client specific software, and mobile devices.
- Perform triage and troubleshoot on client technical issues.
- Take case ownership and record support activities through the Help Desk ticketing system.
- Answer incoming support inquiries via various channels.
- Certified on Microsoft software such as Word, Excel, PowerPoint, Access, Operating Systems.
- Constant training and research on new and upcoming off-the-shelf and client specific software.
- Keep up to date with knowledge base articles and other client specific documentation.
- Work with server environments, standard network arrangements, and security concepts.
- Provide excellent customer service, develop customer relations and go the extra mile.
Education
Diploma - Electronics Engineering Technician
Humber College
Etobicoke, ON 09.2019 - 2021.04
Skills
Troubleshooting hardware and software issues including printers and peripherals
Develop and maintain knowledge base articles and documentation to improve support efficiency
OS: Windows 7/8/10/11, Unix, Linux, MacOS, iOS, Android, Server 2016/2019
Languages: Python, HTML, SQL, PHP, CSS, Javascript, R
Software: Microsoft Office, Adobe Creative & BeyondTrust
Virtualization: VMware & VirtualBox
Networking protocols: TCP/IP, UDP, VPN, NFS, DNS, etc
Certification
Coursera Google IT Support Professional
References
Available upon request
Timeline
Tech Analyst
Airmiles/BMO
02.2024 - Current
Certified Tech Advisor
TheITSupportCenter
01.2024 - 02.2024
Diploma - Electronics Engineering Technician
Humber College
09.2019 - 2021.04
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