Professional Summary
Customer-focused IT support professional transitioning from operations into technical support, with a Google IT Support Professional Certificate and current AEC studies in Cisco CCNA and CompTIA Linux+ at Dawson College. Brings hands-on knowledge of Windows, Linux, networking fundamentals, Active Directory, remote troubleshooting, and technical documentation, along with strong experience resolving issues calmly and communicating clearly in fast-paced environments. Eager to contribute to a remote SaaS support team by delivering accurate troubleshooting, empathetic service, strong documentation, and clear client communication.
Technical Skills
Technical Support
Windows 10/11 & Linux CLI
macOS, Android, iOS
Active Directory
TCP/IP, DNS, DHCP
SOP Creation
RDP & TeamViewer
- Linux: Installed multiple Linux distributions in virtual machines; configured Samba, Apache, and Dovecot; wrote basic shell scripts for system administration and troubleshooting.
- Networking: TCP/IP, DNS, DHCP, IPv4/IPv6, Wi-Fi standards, intermediary router and switch configuration, connectivity testing using ping, tracert, and nslookup.
- System Administration: Active Directory user account management, password policies, NTFS permissions, MFA, firewall basics.
- Languages: English (Fluent), Portuguese (Native), Spanish (Fluent), French (Intermediate).
Projects & Home Labs
- Built a Windows Server lab in VirtualBox to simulate a business IT environment and practice technical support tasks.
- Configured an Active Directory domain controller and managed users, groups, and password policies. Configured Outlook account using Dovecot to link it to Linux weserver.
- Simulated connectivity and troubleshooting scenarios using command-line tools including ping, tracert, and nslookup.
Professional Experience
Zante Restaurant, Montreal, QC
- Resolved operational and customer-facing issues in a high-pressure environment by identifying root causes, prioritizing actions, and restoring workflow quickly.
- Created and maintained standard operating procedures and training materials, improving consistency and helping new team members learn processes faster.
- Coordinated with external vendors and repair contacts when equipment issues occurred, tracked progress, and followed through until resolution.
- Handled escalated customer concerns with patience, professionalism, and clear communication, helping maintain strong service quality and customer satisfaction.
- Maintained organized records and daily operational accuracy, supporting reliable service and effective team coordination.
Education & Certifications
Dawson College, Montreal, QC
- Receiving hands-on training in network design, configuration, troubleshooting, Linux administration, and technical client support.
- Building practical skills in diagnosing connectivity and system issues in lab-based environments aligned with entry-level support roles.
- Completed training in IT support fundamentals, networking, operating systems, system administration, and IT security.
- Validated knowledge of core cloud concepts, Azure services, pricing models, governance, security, and shared responsibility.
Additional Information
Strong interest in technical troubleshooting, home networking, PC building, and continuous IT learning. Currently pursuing skills relevant to client support, issue resolution, and junior network support roles through formal study and home lab practice.
Ready to work together?
I am currently open to new opportunities. Let's connect!
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