Career Path

Experience.

5+ years delivering high-availability systems and support in regulated government, enterprise, and healthcare sectors.

Oct 2023 – Present Central West Region

Regional Systems Officer

Ministry of Solicitor General (SOLGEN)
  • Serve as the sole regional IT representative supporting 300+ judiciary and court staff across multiple provincial locations, operating as the primary technical escalation point for VIP stakeholders including judges and senior court officials with 15–30 min response SLAs.
  • Manage complete hardware lifecycle from procurement and zero-touch imaging to secure decommissioning — led a 500+ device infrastructure refresh with 100% data retention and zero operational downtime.
  • Administer Google Workspace and Active Directory for user provisioning, group policy, mailbox management, and access control; handle onboarding and offboarding workflows end-to-end.
  • Maintain 100% MDM-compliant device posture across Windows and macOS fleets using Microsoft Intune and Kandji, enforcing security policies aligned with government compliance standards.
  • Own and manage vendor relationships with hardware suppliers and third-party service providers — handling procurement requests, invoicing, contract renewals, and after-sales escalations.
  • Configure and maintain hybrid meeting room AV infrastructure (Crestron, Teams, Zoom, Justice Video Network) to support virtual proceedings and leadership events.
  • Act as Tier 1/Tier 2 bridge between end users and Desktop Services Tier 3, performing first-pass triage and documentation before escalating only what requires senior intervention.
  • Developed PowerShell automation scripts to streamline device imaging, software deployment, and recurring IT provisioning tasks, reducing manual effort by ~30%.
Apr 2023 – Oct 2023 Toronto

System Support Professional

Jolera Inc.
  • Provided multi-client IT support across enterprise environments, managing full ticket lifecycle in ServiceNow — triaging, assigning, and resolving hardware, software, and network issues.
  • Served as on-site IT representative responsible for all desktops, laptops, and peripherals at assigned client locations; maintained asset records and managed equipment reallocations.
  • Collaborated with Field Services Manager to respond to critical outages, applying sound escalation judgment and maintaining clear documentation of activities and resolutions.
  • Delivered technical guidance to end users of all technical backgrounds, translating complex issues into plain-language explanations and actionable next steps.
Mar 2022 – Apr 2023 Toronto

Service Desk Analyst

Ministry of Public Business and Service Delivery (MPBSD)
  • Resolved 45+ tickets per day with consistent follow-up, achieving a 95% successful software and security update rate while maintaining SLA targets across a high-volume enterprise environment.
  • Led migration of government mobile fleet from legacy BlackBerry Enterprise Server to Microsoft Intune — achieving 100% security compliance across iOS and Android devices.
  • Supported executive and VIP stakeholders on PKI, O365, networking, hardware, and mobile issues; participated in root cause analysis to reduce recurring incidents.
  • Contributed to the team's Knowledge Base using KCS methodology, improving self-service resolution rates and reducing repeat ticket volume.
Jan 2021 – Sep 2021 Mississauga, ON

IT Support Technician

Trillium Health Partners
  • Delivered Windows, macOS, and mobile device support in a healthcare environment; created and tracked incidents in ServiceNow with detailed documentation.
  • Performed regular software and security updates, maintaining an 85–90% same-day resolution rate within strict compliance and patient safety requirements.
  • Supported implementation of security, backup, and antivirus policies aligned with healthcare compliance standards.