Joslon Fernandes Email & Phone Number

Sarnia, Ontario, Canada

• Assisted the on-site technical team in meeting service delivery objectives for the eVOLVE project.• Installed, configured, tested, maintained, monitored, and troubleshot end-user and network hardware, software, peripheral devices, and other related products and services.• Utilized SCCM for software deployments, updates, and remote troubleshooting of system issues.• Managed Active Directory for user account management, permissions, and troubleshooting authentication problems.• Supported device management activities, including the build and deployment of new equipment.• Managed e-waste recycling by separating and documenting obsolete equipment as part of the evergreen program.• Ensured all work areas adhered to housekeeping standards, maintaining a safe environment.• Escalated complex issues to the Support Analyst team or Senior Support Analyst as required.• Performed additional duties assigned by the Technical Lead or Manager

Goa, India

• Performed hardware repairs, including component replacements and upgrades, ensuring seamless performance and extended lifespan of computer systems• Proficient in imaging and installing software on Windows and Apple laptops/desktops, including IMAC.• Experienced in printer break-fix, installation, and networked printer management.• Coordinated data backup and recovery efforts, ensuring data integrity and availability.• Helped clients to understand their technical needs and provided clear and concise explanations of technical solutions.• Excellent oral and written communication skills, essential for effective interaction with both technical and non-technical stakeholders.• Demonstrated outstanding customer service and interpersonal skills.

Sarnia, Ontario, Canada

• Developed strong technical knowledge in troubleshooting software, hardware, and networking issues.• Demonstrated exceptional communication skills through effective interactions with customers, addressing their concerns with clarity and empathy.• Applied problem-solving abilities to analyze and resolve various technical issues promptly and efficiently.• Managed multiple cases simultaneously, showcasing strong time management and prioritization skills.• Adapted quickly to new tools, updates, and procedures in a fast-paced tech support environment.• Collaborated with team members to share knowledge and ensure optimal customer solutions.• Contributed to a positive team environment and continuously improved skills through feedback and learning opportunities.

Sarnia, Ontario, Canada

• Engaged and administered computer builds for non-profitable organizations• Performed troubleshooting, repairing, and upgrading/ reimaging of computer systems

Goa, India

• Provided prompt and effective technical assistance to clients through various channels, including email, chat, and calls.• Diagnosed and resolved software-related problems, addressing issues such as software glitches and network configuration challenges.• Maintained and updated understanding of the virtualization software, ensuring accurate and comprehensive information delivery to clients.• Utilized remote desktop tools like TeamViewer and AnyDesk to connect to clients' systems, guiding them through step-by-step solutions.• Maintained records of client interactions, documenting issues, solutions, and contributing to the company's knowledge base.

Cyber Infrastructure Specialist, Information Technology, Gpa - 3.52/4

• Developing and maintaining computer networks • Designing, implementing, and troubleshooting network configurations • Installing.

Bachelor Of Engineering - Be, Electrical, Electronics And Communications Engineering, First Class

12Th, Science

10Th Class