Harold Achaia

Experienced Technical Support Team Lead with over 14 years of experience providing enterprise IT support, infrastructure management, and technical leadership across retail and healthcare environments. Proven ability to lead Tier 2 and Tier 3 support teams, manage large-scale hardware deployments, troubleshoot complex hardware and software issues, and coordinate with vendors and field technicians to minimize downtime. Strong background supporting STRATACACHE digital signage, VoCoVo communication systems, Higi kiosks, Windows environments, networking, and enterprise hardware lifecycle management.

Technical Support Specialist Team Lead – Monitoring Team - BFG Enterprise Services

(2015-06)

Lead daily operations of the Monitoring Team providing Tier 2 and Tier 3 enterprise technical support.

• Coordinate field technicians during installations, maintenance, and troubleshooting across Canada.
• Troubleshoot hardware, software, networking, kiosks, media players, and digital signage.
• Review and edit technical documentation.
• Support enterprise deployments including STRATACACHE, Samsung displays, VoCoVo, and Higi kiosks.
• Mentor junior technicians and improve operational processes.

Computer Information Specialist - Kroll Computer Systems Inc.

(2012-01 - 2015-06)

Supported over 2,500 pharmacies across Canada and the Turks and Caicos Islands.

• Troubleshot Windows, Active Directory, PowerShell, networking, POS and IVR systems.
• Performed onsite implementations for major pharmacy chains.
• Delivered remote and onsite technical support.

Computer Technician & Sales Associate - JH Computers

(2006-07 - 2011-12)

• Diagnosed and repaired desktop and laptop computers.
• Installed operating systems and software.
• Managed inventory and assisted customers with technical sales.

Diploma - Computer Repair & Maintenance - Centennial College (2009 - 2011)

Ontario Secondary School Diploma - Brampton Centennial Secondary School