Burton Keddy

Technical Support Specialist with 20+ years of experience providing front-line and escalated support for hardware, software, Windows systems, Microsoft 365, and network connectivity. Skilled in incident ownership, troubleshooting, documentation, customer service, and technician mentoring across enterprise and banking environments. CompTIA A+ certified with a strong record of resolving issues efficiently while meeting demanding SLAs.

Field Technical Support Specialist - Diebold Nixdorf Canada Ltd.

(2017 - 2026)

• Provided service desk support to 60+ field technicians across Atlantic Canada and Ontario through remote and onsite Tier 2 and Tier 3 technical support.
• Resolved complex ATM, cash recycler, software, hardware, and configuration issues through technical troubleshooting.
• Led technical escalations and root cause investigations to reduce equipment downtime and improve issue resolution.
• Supported TD Bank, Scotiabank, and Credit Union environments.
• Created technical documentation, procedures, and technician training resources to support consistent issue resolution.
• Used Microsoft Teams, Oracle Field Service, Excel, Pivot Tables, and Microsoft Copilot to improve service delivery.
• Mentored technicians during live service calls and onboarded new staff.

Senior SSR - IBM Canada

(2001 - 2017)

• Provided desktop support and hardware and software troubleshooting for PCs, laptops, printers, ATMs, kiosks, and cash recyclers.
• Installed, configured, repaired, and maintained enterprise equipment and Microsoft operating systems while meeting strict SLAs.
• Delivered onsite and remote network troubleshooting and technical support for critical customer issues.
• Managed inventory and mentored new technicians.
• CompTIA A+ and PDI+ Certified.

Military musician and junior leader - Canadian Armed Forces Reserve

(1991 - 2017)

Military musician and junior leader; trained recruits, managed administrative duties, and awarded the Canadian Forces Decoration (CD).

Networking Diploma - CDI College (2001)

Advanced Bachelor of Arts - Earth Sciences - Dalhousie University (1998)