Jonathan Duong Email & Phone Number

Pickering, Ontario, Canada

• Leading daily scrum standups to coordinate IT Support Projects using Agile Methodology
• Researched and implemented new technologies to enhance security posture and ensure compliance with industry standards and regulatory requirements, including on-premises and cloud environments.
• Managed ticket escalations through collaborative efforts across departments, employing the SWARM model to swiftly address security incidents and vulnerabilities.
• Collaborated with cross-functional teams to implement IT Security Projects and upgrades

Pickering, ON

• Providing front line technical support in Windows/MacOS and iOS/Android OS platforms through troubleshooting incidents and resolving service requests
• Creating documentation and instructions for end-users and IT Support Team
• Experienced with administrative tasks in Mobile Device Management systems such as Casper and AirWatch
• Demonstrating and committing to excellent customer service resulting in collaborative and sustainable partnerships with clients

Ontario, Canada

• Providing technical support to end users for Windows 7, 10 OS and other software including but not limited to Microsoft Office
• Manage user accounts and computers in Active Directory on Windows Server 2008
• Assemble,image and configure workstations, and laptops to client IT project specifications and details
• Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA

North York, Ontario

• Conduct one-on-one tutoring sessions in Computer Systems Technology courses
• Tutor subjects include: PowerShell Scripting, BASH Shell Scripting, foundational Linux/UNIX commands, IPv4 Sub-netting, Active Directory and more
• Mentor students in developing learning strategies to enhance understanding of course material

North York, ON

• Transcribe resident medical prescriptions into Pharmacy software such as Kroll and PointClickCare with accuracy and efficiency in a high pressure environment
• Follow company procedure to ensure medication billing and delivery is agreeable to Ontario Drug Benefit and Pharmacy protocol
• Consult with pharmacists to ensure optimal care for patients in long term care facilities
• Provide friendly and efficient customer service to nurses and patients via telephone

Diploma, Computer Technology/Computer Systems Technology

Bachelor'S Degree