Resume

Professional Summary

Experienced IT professional with a career spanning end-user support, backup and recovery, and audiovisual technology, including 7 years at a federal financial regulator supporting 1,000 users and client devices in a secure Microsoft 365 environment. Skilled in Tier 1/2 troubleshooting, executive (VIP) support, Microsoft Teams meeting-room technology, and authoring 180+ bilingual and technical Knowledge Base articles in ServiceNow.

Work Experience

Office of the Superintendent of Financial Institutions Canada (OSFI) | Toronto, ON
IT Analyst / AV Support | 02/2022 – Present
IT Support Officer (Contract) | 07/2019 – 02/2022

AV Support Responsibilities

  • Provided first-line support for audiovisual issues, diagnosing and resolving faults with projectors, video conferencing systems, and network connectivity.
  • Configured and verified meeting spaces running Microsoft Teams using Poly hardware, covering 38 meeting rooms, including 10 priority rooms.
  • Performed daily pre-workday checks on touch panels, and conferencing equipment to prevent downtime across all supported rooms.
  • Resolved live technical problems during executive calls and events, including frozen video, audio feedback, and loose connections.
  • Coordinated installation, configuration, and maintenance of AV equipment with the contracted vendor.
  • Managed and prioritized AV service requests and bookings; maintained the AV inventory, equipment performance logs, and booking tracker.
  • Trained end-users on AV systems and monitored performance to identify issues proactively.

IT Analyst Responsibilities

  • Delivered Tier 1 and Tier 2 support by phone, email, and remote tools to 1,000 users, resolving hardware, software, and network incidents in a Windows 11 and Microsoft 365 environment using HEAT and ServiceNow.
  • Provided rotational after-hours and on-call support to resolve urgent incidents and keep systems available outside regular business hours.
  • Managed user accounts, permissions, and access rights through Azure Active Directory (Microsoft Entra ID) and VPN tools.
  • Imaged, configured, and deployed laptops and Surface tablets with SCCM; led user data backup and restoration during refresh cycles with minimal downtime.
  • Managed the inventory and lifecycle of client devices, including upgrades and replacements.
  • Provided VIP support to executives during high-profile meetings with Domestic Systemically Important Banks (D-SIBs) and the Bank of Canada.
  • Served as Microsoft Teams specialist for troubleshooting, configuration, and user training.
  • Escalated complex issues to specialized teams and enforced IT security protocols and organizational policies.
  • Supported IT projects through documentation, meeting coordination, and progress tracking; onboarded new employees on IT systems and tools.

Knowledge Base Document Creator

  • Authored and maintained 150+ technical articles in ServiceNow for IT support personnel, standardizing troubleshooting procedures across the team.
  • Created 30+ bilingual (English/French) self-service articles for the user community, reducing ticket volume by [X%].
  • Documented service requests, troubleshooting steps, and resolutions in the ITSM system to support consistent handling.

Technical Skills

  • Ticketing/ITSM: ServiceNow, HEAT, HP Service Manager 9
  • Identity & Access: Azure AD / Microsoft Entra ID, VPN
  • Deployment: SCCM, Autopilot
  • Backup & Recovery: NetBackup
  • Collaboration: Microsoft Teams, Microsoft 365
  • AV Hardware: Poly, projectors, conferencing systems
  • Other: Knowledge Base authoring, bilingual (English/French) documentation, device lifecycle management