IT Helpdesk &
Technical Support Specialist
Supporting users, troubleshooting systems, and building hands-on IT infrastructure skills through real-world labs and technical experience.
About Me
My journey from software development to IT infrastructure and support.
Professional Summary
I am an IT and technical support professional with a background in software development, application support, troubleshooting, and customer service. I have experience supporting users, resolving complex technical issues, managing applications, and working with modern technologies across Windows, macOS, cloud systems, and web applications.
My previous role as an IT Helpdesk Technician at Jungleworks and my current client-facing position at American Income Life have equipped me with a unique blend of technical depth and excellent communication skills. I excel at bridging the gap between technical teams and end-users.
Currently, I am actively building hands-on IT infrastructure and cloud skills through home lab projects and certifications, with a long-term focus on Cloud Support, Systems Administration, and Cybersecurity.
Current Focus
- CompTIA A+ Certification (Completed)
- Microsoft Azure Fundamentals AZ-900 (Completed)
- Building Enterprise Windows Server Home Labs
Career Goals
Technical Skills
A comprehensive toolkit spanning IT support, systems administration, and software development.
Operating Systems
IT & Support Skills
Cloud & Tools
Development Background
Work Experience
Professional background in technical support, development, and client relations.
Technical Support Coordinator
- Assisted clients with account-related inquiries and support requests.
- Managed customer communication and issue resolution.
- Explained technical and policy-related information clearly to clients.
- Maintained accurate documentation and follow-ups in a fast-paced environment.
- Strengthened communication, problem-solving, and client management skills.
- Utilized CRM systems and digital communication tools effectively.
Key Transferable Skills:
IT Helpdesk Technician
- Supported and maintained web and mobile applications.
- Investigated and resolved application issues and bugs.
- Worked with developers and QA teams to troubleshoot production problems.
- Assisted in API debugging and backend issue investigation.
- Managed technical support tickets, issue tracking, and application logs.
- Improved application stability, user experience, and assisted with deployments.
Key Transferable Skills:
Hands-On Home Labs
Practical IT infrastructure projects simulating real-world enterprise environments.
Active Directory Home Lab
Windows Server & User Management Lab
Built a virtualized Windows Server home lab using VirtualBox to simulate an enterprise IT environment. Configured Active Directory users, groups, organizational units, permissions, and basic group policies.
- Windows Server setup
- Active Directory config
- User/group management
- Password policies
- Group Policy basics
- Windows client integration
Azure Cloud Fundamentals Lab
Azure Networking & Virtual Machines
Created and managed Azure cloud resources to practice cloud administration, networking, and virtual machine deployment.
- VM deployment
- Virtual networks
- Network security groups
- Storage accounts
- Azure portal management
- Monitoring basics
IT Ticketing System Simulation
Helpdesk Workflow & Incident Tracking
Built a mock helpdesk support workflow simulating ticket creation, escalation, troubleshooting, and resolution processes.
- Ticket lifecycle simulation
- Priority management
- Incident documentation
- SLA tracking
- Troubleshooting workflows
- User communication
Network Troubleshooting Lab
Home Networking & Connectivity Diagnostics
Created a small home networking lab to practice diagnosing common connectivity and network configuration issues.
- IP configuration testing
- DNS troubleshooting
- Ping & traceroute
- Router config basics
- VPN testing
- Wi-Fi optimization
Multi-OS Support Environment
Windows, macOS & Linux Support Practice
Built a multi-operating system environment to practice troubleshooting across Windows, macOS, and Linux systems.
- Cross-platform troubleshooting
- Software config
- Permission troubleshooting
- System diagnostics
- Basic terminal usage
- Performance optimization
Certifications & Learning
Committed to continuous learning and professional development.
CompTIA A+
CompletedFoundational IT skills including hardware, networking, operating systems, and troubleshooting.
Microsoft Azure Fundamentals (AZ-900)
CompletedCore knowledge of cloud concepts, Azure services, workloads, security, and pricing.
Future Roadmap
Planned certifications to further expand my technical and security expertise over the next 12-18 months.
- CompTIA Network+
- CompTIA Security+
- Microsoft MD-102
Download My Resume
Download my latest resume to learn more about my technical background, support experience, certifications, and projects.
Get In Touch
Open to IT Helpdesk, Technical Support, Application Support, and Cloud Support opportunities.
Contact Information
Burnaby, BC, Canada