What is IT Support?
IT Support is the part of an IT team that keeps people productive when technology does not work as expected. It covers troubleshooting computers, software, accounts, networks, printers, mobile devices, Microsoft 365, remote access and other business systems. Good IT support is not only about fixing a broken computer; it is about understanding the problem, finding the root cause, communicating clearly with the user, and restoring a reliable working environment as quickly and safely as possible.
In a business environment, IT Support also includes device lifecycle management, user onboarding and offboarding, hardware and software deployment, inventory, security tools, documentation, vendor coordination and projects that improve the reliability of the overall IT environment.
My IT Support Experience
I have more than 20 years of hands-on IT support experience, combining day-to-day user support with infrastructure, endpoint, networking, security and technology projects. In my previous role, I supported a broad business environment and was involved in both operational support and major IT initiatives.
Computer and Network Support Technician
• Richmond, BC, CanadaMy responsibilities covered end-user computing, Microsoft 365, networking, endpoint security, server/client maintenance, account administration, conferencing technology and project delivery. I regularly worked directly with users to diagnose problems, restore service and make sure technology was configured correctly and securely.
- Endpoint & User Support: Provided technical support for computer hardware and software, including PCs, notebooks, tablets, printers, mobile devices and user workstations.
- Microsoft 365: Supported Microsoft 365 services including Exchange Online, Teams, OneDrive and SharePoint Online, helping users with access, configuration and everyday productivity issues.
- Device Deployment: Set up new PCs, notebooks and network printers, including operating-system installation, application configuration, user setup and functional testing.
- Active Directory: Managed Active Directory accounts and user access, including account administration, access control, onboarding/offboarding and workstation-related changes.
- Network & Wi-Fi: Supported network equipment and Wi-Fi environments, investigated connectivity problems, and helped maintain reliable network access for users and sites.
- VPN & Firewall: Configured and troubleshot VPN connectivity, supported firewall rules and helped maintain secure access for users working remotely or across multiple locations.
- Endpoint Protection: Configured and maintained SentinelOne and Apex One endpoint protection across user devices and supported ongoing endpoint security operations.
- Vulnerability Scanning: Used Tenable Nessus Professional to conduct proactive vulnerability scans on servers and client systems so potential security issues could be identified and addressed early.
- Patch Management: Initiated and coordinated patch deployment across servers and clients using Endpoint Central to keep systems current and reduce exposure to known security issues.
- Employee Monitoring: Installed and configured Ekran System Employee Monitoring Software to support appropriate use of company systems and resources for business purposes.
- Video Conferencing: Set up and supported webcams, microphones, speakers, projectors and meeting-room technology, including Microsoft Teams and Zoom, to ensure smooth meetings and interviews.
- Enterprise Applications: Supported business applications and platforms including Lotus Notes/iNotes, Citrix, Oracle and Crystal Reports.
Major Infrastructure & Migration Projects
Major IT projects are normally handled through a controlled lifecycle. The diagrams below explain a general approach that can be applied to infrastructure upgrades, platform migrations and disaster recovery projects. They intentionally describe standard project practices rather than any specific environment or personal implementation details.
Inventory devices, users, applications, peripherals and business dependencies.
Check hardware requirements, drivers, applications, security controls and policies.
Upgrade a representative group and identify compatibility or workflow issues early.
Build the OS image, configure applications and policies, and define recovery procedures.
Deploy in manageable groups with communication, scheduling and rollback options.
Confirm applications, profiles, connectivity, security and user productivity after the upgrade.
Identify mailboxes, data types, calendars, contacts, archives, rules and coexistence requirements.
Define identity, licensing, security, DNS, migration method, dependencies and success criteria.
Test a small group and verify data integrity, client configuration and user workflows.
Prepare accounts, permissions, endpoints, documentation, communications and migration batches.
Move historical data, synchronize changes and monitor the migration for errors or gaps.
Switch users to the new service, verify mail flow and complete final synchronization.
Check mail, calendars, contacts, mobile clients, sharing and access across representative users.
Resolve exceptions, provide focused post-migration support and retire the legacy platform when ready.
Identify critical services, dependencies, recovery priorities and acceptable downtime.
Define recovery point and recovery time objectives for each important workload.
Plan compute, storage, networking, identity, backup and security requirements.
Provision the recovery environment and establish replication, backups and operational procedures.
Run controlled recovery exercises to confirm that systems and dependencies can be restored.
Use documented procedures to bring priority services online when the primary environment is unavailable.
Confirm application availability, data consistency, connectivity, authentication and user access.
Document lessons learned, update procedures and repeat testing regularly to maintain readiness.
Core IT Skills
Soft Skills
My approach to IT support combines technical ability with curiosity, positive energy, attention to detail and a strong sense of responsibility. I enjoy learning new technology, keeping things organized, and helping people with a friendly attitude.