Giovanni G. Reid
Montréal
Summary
Results-driven IT Support Technician with hands-on experience delivering end-user support across devices and small-to-medium network environments within education and laboratory settings. CompTIA A+, Security+, and Microsoft Azure Fundamentals certified, with ongoing pursuit of CCNA to deepen networking expertise. Proficient in Windows client and server administration, Active Directory management, system imaging and deployment using KACE, and ticketing platforms such as Zendesk. Demonstrates solid foundational knowledge of networking concepts, including Cisco routers and switches, DHCP, and DNS. Recognized for combining strong technical troubleshooting abilities with exceptional customer service skills developed through high-volume, client-facing roles. Flexible and dependable, with a willingness to relocate across Canada and support shift-based operations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Technician (Internship)
West Island Career Centre
Montreal, QC
02.2025 - 03.2026
- Responded to user inquiries via phone & email; triaged and resolved Level 1 issues.
- Configured and deployed 25+ classroom computers (desktops, keyboards, mice, webcams, Ethernet cabling).
- Imaged and refreshed laptops/desktops using in-house KACE remote deployment software.
- Provision / configured user accounts; installed software updates; maintained device inventory.
- Build and assemble PCs from computer parts.
- Manage inventory of computing assets for the building.
- Troubleshoot and resolve various hardware and software issues.
- Respond to emails and phone calls in a timely manner.
- Monitored system performance and applied updates, patches, and security configurations.
- Provided technical support for hardware and software issues, ensuring swift resolution for end-users.
- Assisted in troubleshooting network connectivity problems, enhancing overall system performance.
IT Support Technician | HelpDesk Ticketing System (osTicket) using Azure
Home Labs
Montreal, QC
12.2023 - 03.2025
- Successfully implemented an open source ticketing system in Azure.
- Created, prioritized, and resolved tickets as well as provision user accounts, teams, departments, and SLA’s.
- Source - github.com/TechGiovanni/osTicket-Prerequisites-and-Installation
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved network connectivity problems, enhancing system accessibility.
- Assisted in IT asset management, tracking inventory and facilitating equipment upgrades.
- Implemented system enhancements to optimize performance and streamline operations across departments.
Automotive Technician
Multiple companies
01.2018 - 01.2025
- Applied problem-solving, diagnostics and root cause analysis using electronic tools and software.
- Conducted regular maintenance checks to ensure vehicle safety and performance standards.
- Diagnosed and repaired automotive systems using advanced diagnostic equipment and tools.
Network Security / IT Analyst | Cisco Network Security Infrastructure using Pfsense and Splunk Enterprise
Home Labs
Montreal, QC
10.2024 - 10.2024
- Install, configure, and support desktops, laptops, network infrastructure, and applications.
- Successful deployment and maintenance of a scalable IT infrastructure for a team of 20+ employees.
- Install and configure Cisco routers with security configurations, turn on/off ports, VLANs, and Adding IP Addresses.
- Configure Splunk Enterprise to monitor (System, Application, Security and Sysmon) logs on endpoint devices.
- Source - https://github.com/TechGiovanni/Network-Security-Lab
- Analyzed system performance issues, implementing solutions to enhance operational efficiency.
- Developed and maintained documentation for IT processes and procedures, ensuring compliance with industry standards.
Desktop Support Technician | Implemented Active Directory On-Premises Using Azure
Home Labs
Montreal, QC
12.2022 - 12.2023
- Install and configure firewalls and network intrusion detection & prevention systems, Snort and Suricata.
- Manage Windows Server, Active Directory DS, DHCP, DNS, and WINS across a multi-domain environment.
- Install, configure Cisco routers and switches using ethernet cable.
- Perform system hardening procedures to prevent security breaches.
- Source - https://github.com/TechGiovanni/Active-Directory-On-Premises-in-Azure
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved network connectivity problems, enhancing system performance across devices.
- Implemented preventive maintenance procedures for IT equipment, reducing failure rates significantly.
- Streamlined technology support processes for increased efficiency and faster response times.
- Enhanced system performance by conducting regular maintenance and updates on hardware and software.
- Boosted help desk efficiency, implementing ticketing systems that streamlined communication between technicians and endusers.
Customer Service Representative
Alorica
Montreal, QC
05.2018 - 10.2019
- Supported 50–100 local and international users daily, troubleshooting technical and account-related issues.
- Maintain and update customer information as necessary.
- Schedule interviews and orientations for new hires.
- Used Oracle Ticket Management Tool to log and track incidents.
- Consult user guides, technical manuals and other documents to research and implement solutions.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new representatives on customer service protocols and best practices.
- Improved customer satisfaction scores by implementing feedback-driven enhancements to service processes.
- Managed high-volume inbound calls while maintaining quality assurance standards and efficiency metrics.
- Streamlined resolution process for technical issues, reducing escalation rates and enhancing team productivity.
Education
Diploma - Computer Support and Networking
Pearson ElectroTechnology Centre
Lachine, QC02-2025
Skills
- End-user technical support (phone, email, in-person) for Windows endpoints
- Desktop / laptop imaging, deployment, and asset lifecycle tracking
- User account and group administration in Active Directory
- Software installation, patching, and peripheral setup (printers, webcams, classroom equipment)
- Layer 1–3 troubleshooting: cabling, connectivity, DHCP/DNS, VLAN basics
- Security awareness: account permissions, endpoint hardening fundamentals, IDS/IPS lab exposure (Snort, Suricata)
- Strong documentation habits; follows checklists and SOPs
- Customer-focused communicator; experience serving high-volume environments
- Ticketing system proficiency
- Remote support
- IT asset management
- Help desk experience
- Software installation
- Network configuration
- Application support
- Hardware maintenance
- Software updates
- Mobile device support
- IT security protocols
- Email configuration
- System diagnostics
- Virus removal
- Server administration
- VoIP support
- Cloud computing
- Quality assurance testing
- Information security awareness
- Operating System: Windows 7/8/10/11; Windows Server 2016/2019/2022; Linux (Ubuntu/Fedora/Kali)
- Directory & Systems Management: Active Directory Domain Services (AD DS); Group accounts; DHCP; DNS; WINS
- Hardware: PC Assembly; Component Replacement; Peripheral; Printers; Drivers
- Networking: Cisco 1900 routers; Cisco 2960 switches; TCP/IP; VLAN / LAN / WAN; Subnetting; IPv4/IPv6; Access Points; Cabling; OSI model concepts; VPN basics; pFsense firewall exposure
- Deployment & Tools: KACE imaging / remote deployment; Remote connection apps; VirtualBox; Hyper-V Manager; Cisco Packet Tracer
- Security & Monitoring: CompTIA Security concepts; ACLs; Wireshark; Snort; Suricata; basic system hardening
- Scripting & Automation Exposure: PowerShell; Bash; Python; Java basics; Python; SQL basics; HTML5
- Productivity & Collaboration: Microsoft 365 (Word, Excel, Outlook, PowerPoint, Project); Google Workspace (Gmail, Drive, Calendar, Docs, Sheets, Slides); Teams; Zoom; Zendesk Ticketing system
Certification
- CompTIA Security+ (SY0-701) – Earned: Aug 2024 – Aug 2027
- Microsoft Certified: Azure Fundamentals AZ-900 – Earned: Dec 2023
- CompTIA A+ – Earned: Nov 2023 – Nov 2026
- Cisco Certified Network Associate, CCNA – In Progress
Languages
English
Native or Bilingual
French
Professional Working
Timeline
IT Support Technician (Internship)
West Island Career Centre
02.2025 - 03.2026
Network Security / IT Analyst | Cisco Network Security Infrastructure using Pfsense and Splunk Enterprise
Home Labs
10.2024 - 10.2024
IT Support Technician | HelpDesk Ticketing System (osTicket) using Azure
Home Labs
12.2023 - 03.2025
Desktop Support Technician | Implemented Active Directory On-Premises Using Azure
Home Labs
12.2022 - 12.2023
Customer Service Representative
Alorica
05.2018 - 10.2019
Automotive Technician
Multiple companies
01.2018 - 01.2025
Diploma - Computer Support and Networking
Pearson ElectroTechnology Centre