@georgeuser18
IT Support Analyst at Canada Revenue Agency who resolved 100+ weekly incidents and standardized device deployments.
CanadaAt Canada Revenue Agency, I resolved 100+ weekly incidents across user accounts, Microsoft 365, Citrix, VPN, and hardware, logging and escalating tickets in BMC Remedy. I also wrote service desk training documentation that cut onboarding time by 30%.
I imaged and deployed roughly 100 Windows workstations and iOS devices, and performed in-person repairs for CRA staff. In my ClearRoute Planner capstone, I configured Azure networking and integrated GraphHopper into a Node.js and Express backend.
Work history, roles, and key accomplishments
Canada Revenue Agency
Jan 2023 - Jun 2025 (2 years 5 months)
Resolved 100+ incidents weekly across Active Directory, Group Policy, Exchange, Microsoft 365, Citrix, VPN, and hardware, logging, triaging, and escalating every ticket in BMC Remedy to meet SLA targets. Managed user accounts, mailboxes, and permissions with Active Directory, Group Policy, Exchange, and PowerShell, and supported remote staff connecting through Citrix and VPN.
Lucky's Exotic Bodega
Aug 2023 - Dec 2023 (4 months)
Built the store's ecommerce site on Shopify, then edited the theme code directly to deliver the client's custom layout. Administered customer accounts and stored customer data for the online shop, keeping records accurate and up to date.
Caro Analytical Services
Feb 2022 - Aug 2022 (6 months)
Coordinated logistics and inventory operations, ensuring accurate tracking and timely distribution of materials.
Degrees, certifications, and relevant coursework
Cisco Certified Network Associate (CCNA), Networking
Earned the Cisco Certified Network Associate (CCNA) certification, covering routing and switching and network infrastructure.
CompTIA A+, Information Technology
Earned the CompTIA A+ certification, validating foundational IT support skills.
Bachelor of Technology, Information Technology
Grade: 3.62/4.3
Activities and societies: Study abroad at FHWien University of Applied Sciences, Vienna, Austria (2025), Information Systems credits.
Graduated Spring 2026 with a Bachelor of Technology in Information Technology. Achieved a GPA of 3.62/4.3.
Study Abroad, Information Systems
2025 - 2025
Completed a study abroad program in Information Systems as part of the Bachelor of Technology degree.
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