- Installing and Configuring Sophos Firewall- Data recovery and Patch Management - Managing Office 365, Exchange admin center, Azure active directory, VMware, and Hyper V- Experience with Veeam Software for secure data backup

• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, enterprise applications/systems.• Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; made recommendations for improvements.• Worked and Troubleshooted the CRM System, and SharePoint Utility.• Troubleshoot the latest Windows Operating System, Mac OS, and Office 365.• Document all problems and solutions in the Service Desk Tracking System and monitor reports and create Audits.• Conduct research related Knowledge Base articles, perform analyses, and document recommendations related IT standards and business requirement.• Contribute to team innovation through ideas for process improvement and efficiency.

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals• Able to troubleshoot VPNs and support Outlook Client.• Active Directory Knowledge, create user accounts, Groups, and Manage GPOs.• Support mobile users for network access, email support, and troubleshooting.• Fully trained in Citrix, used Service Now and Office 365 as go to Tools to Troubleshoot.• Trained to provide full support to facilitate Onboarding user profiles, databases.

• Provided support to multiple clients such as Bell Aliant, Bell Canada, and further with Bell Mobility.• Created support service tickets and used web-based ticketing systems to track and deliver support services.• Support customers with technical support for hardware and network connections.• Detail orientation, technical details, following established processes, and assisting with the development of changes to support the process.• Respond to incoming tickets using helpdesk dashboard, email, or phone. In many cases phone support and verbal communication are necessary.

• Analyze and resolve basic information technology problems through the application of systematic approaches. • Task related to Web Hosting, and how to connect servers remotely. • Understanding Routing, and knows how to configure.