Mississauga, Ontario, Canada
IT Support / Desktop Support Specialist with 3+ years of experience supporting enterprise and academic environments. Strong hands-on experience with Microsoft Entra ID (Azure Active Directory), Intune(MDM/MAM), Windows 10/11, Active Directory, Office 365, and endpoint management. Proven ability to troubleshoot identity, access, device compliance, and networking issues while meeting SLA targets. Experienced in user provisioning, device onboarding, patch management, incident resolution, and security best practices in hybrid IT environments.
• Deliver Level 1–2 technical support for Windows/macOS devices, POS systems, peripherals, printers, VoIP phones, and enterprise endpoints in SLA-driven environments while performing root cause analysis of hardware, software, and connectivity issues. • Manage identity, access, and authentication workflows across hybrid Microsoft Entra ID, Active Directory, and Microsoft 365 environments, including user onboarding/offboarding, account management, password resets, account lockouts, security group administration, license assignment, MFA, SSO, PTA, ADFS, Password Hash Synchronization (PHS), Temporary Access Pass (TAP), Conditional Access, shared mailboxes, email forwarding, message trace, and access governance. • Provision, enroll, configure, and manage enterprise endpoints using Microsoft Intune (MDM/MAM) and Windows Autopilot, including zero-touch deployment, Microsoft Entra ID join, device enrollment, configuration profiles, compliance policies, application deployment, endpoint administration, and lifecycle management across Windows, Android, and iOS devices while utilizing PowerShell scripting for automation, user lifecycle management, and operational support. • Troubleshoot authentication, device compliance, software deployment, Microsoft 365, networking, and enterprise connectivity issues while collaborating with infrastructure, security, and escalation teams to ensure timely resolution, operational continuity, incident management, and adherence to SLA requirements. • Configure and support network-enabled printers, multifunction devices, audio/video conferencing equipment, and enterprise VoIP desk phones utilizing 8x8 Admin Console and Cisco hardware integrations while creating technical documentation, knowledge base articles, operational procedures, inventory records, and providing end-user training on security best practices and enterprise technologies.
• Served as the first point of contact for computer, application, and network-related issues, translating complex technical concepts into clear and user-friendly guidance for faculty and students. • Troubleshot Windows operating systems, hardware, software, LAN/Wi-Fi, VPN, DNS, and DHCP issues while applying Group Policy Objects (GPOs) to enforce security policies and system configurations. • Monitored and supported UniFi network infrastructure, including Dream Machine, firewall rules, switches, wireless access points, and surveillance devices, while troubleshooting network outages and replacing failed hardware. • Maintained IT asset inventory, lifecycle tracking, and reporting to ensure accurate recordkeeping, equipment accountability, and effective resource management.
• Receiving consumer orders and provide customer care. • Preparing and serving hot and cold beverages, including coffee, tea, and specialty and artisan drinks. • Describing menu items and offering product recommendations to customers. • Cleaning and sanitizing workspaces, utensils, and supplies.
• Developed and supported enterprise web and Windows-based applications using .NET, JavaScript, React, Express.js, SQL, and MongoDB in production environments. • Designed, tested, and integrated REST APIs using Fetch API and Postman while working with JSON-based application workflows and backend services. • Automated enterprise application processes using AssistEdge RPA to improve operational efficiency, streamline workflows, and reduce manual tasks. • Collaborated with infrastructure, database, and support teams to troubleshoot application, authentication, and integration issues while supporting deployment activities, system monitoring, and production stability.