Open to opportunities

Paul Omuta

@paulomuta

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Technical Support Analyst delivering Tier 1/2 support, troubleshooting Microsoft 365 and networks for end users.

Canada

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What I'm looking for

I’m looking for an IT support role where I can deliver Tier 1/2 troubleshooting, manage incidents in ServiceNow, and support Microsoft 365 and Active Directory—focused on fast resolutions, reliable systems, and clear client communication.

I’m a Technical Support Analyst with 4+ years of experience delivering Tier 1 and Tier 2 support across enterprise environments. I troubleshoot software, hardware, and network issues, perform remote installations, and support system deployments to keep end users productive.

I’m especially strong in Microsoft 365, Active Directory, and Azure AD, along with ticketing systems like ServiceNow. I focus on fast issue resolution, excellent client communication, and thorough documentation—supporting both pre-implementation and post-implementation processes to ensure system reliability.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

Independent

Jan 2025 - Present (1 year 4 months)

Delivered remote Tier 1/2 support across Windows and cloud applications, troubleshooting software, hardware, and connectivity issues. Installed and maintained Microsoft 365 environments and documented incidents, resolutions, and technical procedures for end users.

Remote Support Microsoft 365 Administration Active Directory Windows 10 & 11 Support Application Software Installation end user support

Apprentice Software & Hardware Engineer

Kay Electronics

Oct 2011 - Jun 2014 (2 years 8 months)

Installed operating systems, drivers, and application software while diagnosing and repairing hardware issues including memory and storage devices. Performed system maintenance, upgrades, and virus removal, and maintained service logs and technical documentation.

Driver & Application Setup Virus Removal Technical Documentation