theophillus eromosele
@theophilluseromosele
Technical support analyst at the City of Toronto, supporting 35,000+ users and improving support documentation and workflows.
CanadaWhat I'm looking for
At the City of Toronto, I provide phone and ticket-based support to staff across an organization of 35,000+ users. I troubleshoot software issues, guide users through features and workflows, and escalate complex cases with complete details.
I create user guides, knowledge base articles, runbooks, and process documentation for customers and internal teams. I also identify recurring issues and share insights to help prevent repeat tickets and improve support workflows.
I handle account and access requests with care for privacy, access control, and audit standards. I use Claude, ChatGPT, and Copilot to support research, drafting, and documentation, and lead and mentor 3 IT analysts.
Previously, at GFL Environmental, I supported users across multiple sites and maintained support procedures. At Concentrix, I provided phone, email, and ticket-based support and authored knowledge base articles for recurring issues.
Experience
Work history, roles, and key accomplishments
Application & Technical Support Specialist / Network Analyst
City of Toronto
Jan 2018 - Present (8 years 10 months)
Provide front-line phone and ticket-based support to staff across a large organization, guiding users through software features and troubleshooting issues. Create and maintain user guides, knowledge base articles, and process documentation, and escalate complex issues to Tier 2 teams.
Delivered technical support across a multi-site environment, troubleshooting software, hardware, network, and access issues and documenting resolutions. Maintained support documentation and procedures, and supported user onboarding and offboarding.
Provided phone, email, and ticket-based technical support in a high-volume call centre, resolving issues within service targets with a patient, customer-first approach. Authored knowledge base articles for recurring issues and flagged patterns that reduced repeat escalations.
Education
Degrees, certifications, and relevant coursework
ThinkCloudly
Bootcamp, Cybersecurity
Completed a cybersecurity bootcamp in December 2024.
Centennial College
MBA, Project Management
Completed an MBA with a focus on Project Management at Centennial College in 2020.
University of Manitoba
Bachelor of Arts, Finance
Completed a Bachelor of Arts in Finance at the University of Manitoba in 2016.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Job categories
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