IT professional with 8+ years of experience delivering Tier 1 and Tier 2 technical support in Windows 11, macOS, and Microsoft 365 environments. Proven ability to provide deskside and remote support, incident triage, user account administration, hardware/peripheral troubleshooting, and resolve incidents efficiently using ticketing systems (HappyFox). Proficient in Microsoft 365 Administration and Active Directory. Recognized for clear communication, strong documentation, and high first-contact resolution rates in fast-paced, on-site environments.
Technical Skills
- Microsoft 365 Administration (Exchange Online, Teams, SharePoint, OneDrive)
- Identity & Access Management (Active Directory, Azure AD/Microsoft Entra ID, MFA, GPO)
- Endpoint Management (Microsoft Intune, Windows Autopilot, Patch & Update Management
- Hardware & OS Troubleshooting (Windows 11, macOS, Microsoft 365 (Outlook, Exchange, Teams, OneDrive)
- Networking & Security Fundamentals (VPN, Firewalls)
- Ticketing & Documentation (HappyFox Ticketing System, ConnectWise, Incident Documentation)
- Documentation & Training (Knowledge Base, End-User Training, IT Manuals, Technical Writing)
- Soft Skills (Customer Service Excellence, Clear Technical Communication, Time Management)
Education
Core Credentials
| Credential | Institution |
|---|---|
| Diploma in Business Computing | Capilano University |
| Diploma in Hispanic Studies | University of Granada, Spain |
| Diploma in Management Studies | Thompson Rivers University |
| Information Technology Operations Professional Certificate | Vancouver Community College |
Cybersecurity Analysis for Network Administrators – Micro-Credentials
| Course | Institution |
|---|---|
| Ethical Hacking | British Columbia Institute of Technology |
| Network Defense Essentials | British Columbia Institute of Technology |
LinkedIn Learning Community
| Course | Institution |
|---|---|
| Applying ITIL 4 Foundation Concepts | LinkedIn Learning |
| Cloud Management with Microsoft Intune | LinkedIn Learning |
| Introduction to Microsoft Exchange Online | LinkedIn Learning |
| Microsoft 365: Administration | LinkedIn Learning |
| Troubleshooting Exchange Online | LinkedIn Learning |
Udemy
| Course | Institution |
|---|---|
| Microsoft Intune for Apple macOS Training | Udemy |
| Microsoft Office 365 Administration | Udemy |
| SharePoint Admin and Site Owner: Comprehensive Guide | Udemy |
| The Ubuntu Linux Desktop User Guide | Udemy |
Work Experience
IT Support Technician @ Corix (_March 2026 - Present)
- Administered Microsoft 365 (Exchange Online, SharePoint, Teams). Managed Active Directory accounts, Group Policy, permissions, and password resets.
- Delivered Tier 1–2 IT support for devices and resolved hardware, software, and network issues via ticketing systems.
- Documented processes and created user training materials to improve IT service delivery.
ICT System Administrator @ First Nations Education Steering Committee (_May 2021 - November 2025)
- Administered a hybrid Microsoft 365 and Azure AD/Entra ID infrastructure for 100+ users across Windows and macOS environments.
- Assisted with network operations, including Fortinet firewall configuration, VPN management, and security monitoring using Field Effect, contributing to faster threat detection and improved network resilience.
- Delivered Tier 2 technical support through ConnectWise and HappyFox, achieving a 95% ticket resolution rate and ensuring reliable network access via FortiGate VPN.
- Developed end-user training and documentation for Microsoft 365 and collaboration tools, boosting adoption and reducing recurring support requests by 30%.
- Managed Intune compliance policies, identity lifecycles, device provisioning, and licensing, reducing configuration drift and security gaps.
- Supported and optimized 25+ network printers (Brother, Xerox) with proactive monitoring and driver updates, decreasing printer-related downtime by 30%.
Regional IT Support Specialist @ First Nations Education Steering Committee (October 2019 - May 2021)
- Delivered end-user training for 100+ educators and staff on Microsoft 365 and collaboration tools, enhancing digital literacy and productivity.
- Developed and maintained a centralized IT knowledge base, reducing repeat support requests by 35%.
- Provided technical support and maintenance for 30+ school networks, improving reliability and minimizing service disruptions.
- Supported and administered Microsoft 365 applications (Teams, SharePoint, OneDrive, Outlook) for 100+ users, improving collaboration reliability and reducing access-related incidents by 25%.
Hardware Technician @ BC Technology for Learning Society (October 2019 - May 2021)
- Refurbished, imaged, and deployed 300+ desktop and laptop systems for community reuse programs.
- Achieved 95% first-time resolution of hardware, imaging, and OS deployment issues.
- Installed and configured Windows operating systems using standardized imaging and deployment tools.
- Completed 40 hours of specialized hardware training in Microsoft and Linux environments.
Projects
Connecting Classrooms (June 2020 - November 2025)
Connecting Classrooms is a highly supported online learning approach that enables 25+ First Nations schools in British Columbia to deliver advanced high school courses to over 200 students. Through real-time interactive video conferencing, students and teachers can engage in a virtual environment via Microsoft Teams and Logitech Video Conferencing.
IT Inventory Management (October 2019 - November 2025)
Designed and maintained a centralized IT asset inventory system that improved visibility, compliance, reporting accuracy, and incident response while reducing redundant purchasing.
First Nations Schools Connectivity Project (October 2019 - November 2021)
The First Nations School Connectivity Project is aimed at leveraging Broadband Internet connectivity to deliver online program in B.C., such as Connecting Classrooms.
WAN/LAN Optimization First Nations Schools (October 2019 - November 2021)
WAN/LAN optimization is a set of techniques and technologies that improve data transfer and performance across Wide Area Networks (WANS) and Local Area Networks (LANs). This process is used to overcome the adverse effects of latency, bandwidth limitations, and packet loss. It is especially useful for First Nation schools, where Internet bandwidth is limited.
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