Dylan Lee Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

- Set up, maintained and supported software applications, security and network configurations- Troubleshot and resolved workstation and network hardware and software issues to administer technical support and guidance within a department of over 25000 students, professors and faculty- Analyzed and responded to hundreds of information requests / help desk incidents through a work ticketing system (HaloITSM / Zoho / ServiceDesk Plus) while updating existing technical and end-user documentation- DUO Two-factor authentication maintenance for York University- Hard drive imaging and cloning experience, as well as experience withusing DeepFreeze- Gathered and documented data on IT projects while developing recommendations for improving IT systems- VPN Experience- Technical support and customer service by communicating to hundreds of users in person, by telephone and by email, and escalated issues when required- Troubleshot and resolved hundreds of computing issues using standard operating procedures- Deployed, tracked, maintained, and stored hundreds of computers and computer equipment- Provided support in the installation, repair and maintenance of network infrastructure equipment- Worked on projects independently and in groups

Toronto, Ontario, Canada

- Worked independently and in small groups in the lab to solve technical problems for both students and professors, including both hardware and software- Helped professors with technology issues in labs and lectures- Answered calls from professors and staff with assistance- Made sure that all the computers and technology was in working order- Created lab schedules on Excel and reports on computer specifications, serial number and working order on Word, as well as organizing and archiving the technology in the labs and storage rooms- Taken apart computers and laptops for parts- Setting up computers in classrooms for online exams- Partitioned rooms for when multiple classes were being taken in the same room

Toronto, Ontario, Canada

- Helped customers, clients, and staff with various IT issues- Experience in sales follow-up- Customer service experience with calls and emails