Tech Support

Professional Summary

Seasoned IT Support Technician with hands-on experience delivering onsite and remote support across multi-site environments. Skilled at deploying and configuring desktops, laptops, mobile devices, printers and video-conferencing systems, maintaining accurate asset inventories, and resolving medium- to high-complexity application and hardware issues. Strong communicator who partners effectively with technical and non-technical stakeholders to ensure timely, secure and user-focused IT services for temporary and contract engagements.

Professional Experience

Senior IT Support Technician

• Provide both onsite and remote technical support across multiple company locations for end users, ensuring high levels of customer satisfaction and SLA adherence.

• Lead device lifecycle activities including deployment, configuration, imaging, update rollouts, and secure decommissioning for desktops, laptops, tablets, smartphones and networked printers.

• Maintain and reconcile hardware and software asset registers; log and track inventory changes to support audits and procurement planning.

• Prepare user environments and manage software access rights and configuration changes during onboarding, role changes and off-boarding.

• Plan and execute operating system updates and patches within scheduled maintenance windows to minimize user impact and maintain compliance.

• Troubleshoot, repair and replace computer hardware components; diagnose and resolve complex software, application and host-level issues across Windows and macOS platforms.

• Implement malware/virus removal procedures, advise on endpoint protection best practices and support basic cybersecurity remediation activities.

• Install and configure network-attached equipment and video-conferencing systems; collaborate with networking teams to uphold standards and guidelines.

• Create and maintain clear technical documentation and runbooks; escalate and collaborate with vendors or senior engineers for complex incidents.

• Work with cross-functional teams to evaluate user needs, recommend software/hardware improvements, and streamline support processes for efficiency.

Key contributions

• Improved asset tracking accuracy through disciplined inventory updates and standardized check-in/check-out procedures.

• Streamlined new-hire onboarding workflows by coordinating device provisioning and account configuration to reduce first-day setup friction.

• Regularly supported mixed Windows and Mac environments, ensuring continuity of service in heterogeneous endpoints.

Core Competencies

• End-user support: onsite & remote

• Device deployment & imaging

• Asset management & inventory control

• Windows (incl. Windows 10) & macOS administration

• Office 365, email & application support

• OS patching & maintenance windows

• Hardware troubleshooting & repair

• Mobile device & video-conferencing support

• IT onboarding / off-boarding

• Basic cybersecurity & malware remediation

• Technical documentation & stakeholder communication

Technical Skills

• Operating Systems: Microsoft Windows (Windows 10), Apple macOS

• Productivity & Email: Office 365, corporate email platforms

• Networking basics: HTTP, SSL, network-attached devices, printer setup

• Endpoint tools: remote support tools and ticketing/service desk platforms

• Devices: laptops, desktops, tablets, smartphones, printers, video-conferencing equipment