• Updated and created standard operating procedures (SOP) to improve the knowledge base for global IT.
• Collaborated with other team members to resolve complex issues and implemented solutions which reduced queue times.
• Diagnosed & troubleshooted end user computing and networking problems including; analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
• Provided technical assistance remotely for global end-users, resolving issues efficiently without physical access.
• Stayed up-to-date with services and tools through training and supported documentation.
Keilhauer
IT Support Specialist
Nov 2019 - March 2022
• Updated the company's internal website using HTML/CSS & JavaScript.
• Managed all network connectivity (LAN/WAN, wireless, routing) and network infrastructure hardware using industry standard best practices.
• Maintained server infrastructure and services.
• Managed Active Directory across all domains to endure all user accounts and groups are functioning and up to date.
• Effectively managed equipment life cycles and provided input regarding annual budget.
Education
Honours Bachelor of Arts - University of Toronto
Dual Major, Political Science & Canadian Studies - Sept 2013 - April 2019