Professional Summary
Tier 2 IT Support professional and Computer Engineering graduate with 7 years of experience providing enterprise IT support in academic and municipal environments. Strong background in incident escalation, advanced troubleshooting, networking fundamentals, user account administration, and cloud platforms. Bilingual in English and French with proven ability to resolve complex technical issues, document solutions, and deliver high-quality customer service.
Professional Experience
IT Analyst
City of Ottawa (Nova Network)
- Provided Tier 2 support for city employees, resolving complex issues related to accounts, software, hardware, and network connectivity.
- Logged, tracked, and updated incidents and service requests using MARVAL.
- Performed advanced troubleshooting and escalated unresolved issues to Tier 3 teams.
- Provided remote technical support and guidance to end users.
- Identified trending issues and escalated recurring problems for root cause analysis.
- Maintained accurate documentation and knowledge base articles.
- Participated in IT projects and service improvements.
Computing Advisor – IT Help Desk
University of Ottawa
- Provided Tier 1 and Tier 2 technical support via phone, email, and in person.
- Troubleshot account, hardware, software, and connectivity issues.
- Managed user accounts using Active Directory and Azure.
- Documented incidents using TopDesk and ServiceNow.
- Participated in IT projects and service improvements.
Education
Honours Bachelor of Applied Science
Computer Engineering (Engineering Management Option)
Volunteer Experience
Assistant Coach
Collège Protestant de Lomé-Tokoin
- Planned and supervised athletic activities for students.
- Ensured safety protocols and maintained equipment.