Resume

More of my credentials.

Education

Diploma

Computer Information Systems Administration

Jan 2022 - Jun 2023
GPA - 90%

British Columbia Institute of Technology

The Computer Information Systems Administration (CISA) program is a full-time program that provides graduates with a comprehensive skill set geared towards administration of computer networks and system. The CISA program emphasizes a hands-on, technical approach to training, where experience gained in labs and classrooms can be applied directly to business and industry.

Associate Certificate

Network Administrator Technician

Jan 2021 - Dec 2021
GPA - 90%

British Columbia Institute of Technology

The Network Administrator Technician program provides a solid foundation for an entry-level position in the information technology (IT) industry. Theory is combined with hands-on activities to introduce students to networking concepts and hardware.

Work Experience

Technical Support Engineer

2025 - Present

Optum (UnitedHealth Group)

• Respond to technical support tickets via phone, email, web portal, and remote access tools.
• Diagnose and resolve issues related to imaging systems, software, hardware, network access, and user workflows.
• Perform root cause analysis and drive issues through resolution, escalating when necessary.
• Support installation, configuration, and maintenance of enterprise imaging products.
• Assist with system updates, patches, and releases.
• Validate system performance and ensure imaging workflows meet operational standards.
• Translate technical concepts into clear, understandable language for both technical and non-technical users.
• Maintain high levels of customer satisfaction by providing reliable, consistent service and proactive follow-up.
• Accurately record all interactions, troubleshooting steps, and resolutions by leveraging Salesforce CRM software.
• Work with cross-functional teams including engineering, product development, QA, and clinical IT stakeholders to resolve complex issues and improve product quality.
• Mentor and onboard new Technical Support Analysts, providing guidance on troubleshooting methodology, product knowledge, and best practices.
• Serve as a go-to resource for new analysts during complex incident resolutions.
• Identify opportunities to improve support tools, documentation, and support processes.
• Contribute to process improvements, documentation updates, and knowledge base enhancements.

Associate Technical Support Engineer

2023 - 2025

Optum (UnitedHealth Group)

• Resolve customer support cases in relation to Change Healthcare Radiology Solutions using software such as Salesforce.
• Utilize knowledge of Change Healthcare software, networks, servers, workstations, hardware, and databases to identify software and hardware issues.
• Collaborate with customer IT teams and various other departments to handle customer cases and implement solutions.
• Employ software applications such RDP, Securelink, and Telemote to remotely conduct scheduled preventive maintenance and undertake systems administration tasks at customer sites.

Information Technology Field Technician

2022

Club Support Inc

• Managed IT operations for over 50 private golf and country clubs in Canada, including provisioning and management of both software and hardware on site, including Windows PCs, POS devices, Aruba switches, HP ProLiant servers, Avigilon IP cameras, and Yealink VoIP phones.
• Provided Tier 1/2 technical support for clubs' employees and management, serving 20-100 employees per club, using Atera ticketing system and remote assistance tools such as Splashtop and Team Viewer.
• Managed on-premises Active Directory and cloud-based Azure Active Directory, including user account management, Windows Security Baseline configurations, and Group Policy Object (GPO) management.
• Administered and supported Microsoft 365 suites such as Exchange Online and Microsoft Teams configurations including mail tracing, mailbox management, and other ad hoc duties.