Summary

IT Support Analyst with over 3 years of experience delivering first-line technical support in fast-paced environments across legal, technology, and managed services sectors. Skilled in diagnosing and resolving hardware, software, and networking issues, with expertise in ServiceNow, Active Directory, Microsoft 365, and VPN support. Proven success in onboarding/offboarding, incident tracking, SLA management, and creating knowledge base documentation.

Core Competencies

  • ServiceNow & ITSM Tools
  • Incident Tracking & Escalation
  • Microsoft 365 & Active Directory
  • VPN & Remote Access Support
  • Onboarding/Offboarding
  • Hardware/Software Troubleshooting
  • Customer Service & Communication
  • Knowledge Base Documentation
  • SLA Management

Technology Proficiencies

Software: Active Directory, Office 365, Cisco AnyConnect, Duo, Citrix, Zoom, Bomgar, VMware

DMS: iManage, NetDocuments

Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS

Platforms: Windows 10, Windows 11, macOS, Android, iOS

Experience

Lorex Technology — Markham, ON

3/2025 – Present

Technical Support Representative

  • Delivered first-level technical support for hardware and software issues via phone and email, ensuring timely resolution and high customer satisfaction.
  • Diagnosed and documented issues, escalating complex cases to QA and Engineering with detailed analysis and replication steps.
  • Standardized and authored procedural guides, streamlining the RMA process and improving training effectiveness.

Frontline Managed Services — Toronto, ON

5/2021 – 3/2025

Help Desk Analyst

  • Provided technical support to over 10,000 end-users across 30 law firms, resolving 92% of incidents on first contact and exceeding SLAs.
  • Specialized in troubleshooting Windows, Microsoft 365, Active Directory, VPN, and remote access issues in hybrid work environments.
  • Tracked and managed incidents in ServiceNow, ensuring accurate documentation and efficient escalation to second-level teams.
  • Developed and maintained knowledge base articles, reducing recurring incidents by 7% and empowering end-users with self-service resources.

Investment Planning Counsel — Mississauga, ON

5/2018 – 9/2020

IIROC Operations Associate

  • Served as first line response for client inquiries, account updates, and documentation, ensuring accuracy and compliance.
  • Managed a large-scale initiative to update systematic plans for over 5,000 clients under strict regulatory deadlines.
  • Coordinated with technology partners to implement a digital adoption platform for 1,000+ financial advisory teams.

Education

Bachelor of Commerce - Management

Humber College, Toronto, ON — May 2021

Certifications

  • CompTIA A+
  • Microsoft Office Specialist: Associate
  • AWS Certified Cloud Practitioner