Helia Hedayati

IT Support Specialist with 3+ years of experience providing Tier 1 and Tier 2 technical support across enterprise and end-user environments. Skilled in troubleshooting Windows, macOS, and Linux systems, hardware, networking, Microsoft 365, Google Workspace, VPN, Active Directory, ServiceNow, Zendesk, and Jira. Experienced in resolving 40–60 support tickets daily, supporting 500+ users, documenting incidents, managing user access, and troubleshooting TCP/IP, DNS, DHCP, LAN/WAN, and remote connectivity issues.

Hands-on experience with SQL for basic data querying, validation, and troubleshooting, along with ITIL/ITSM practices, endpoint security, and remote support.

Technical Support at Telus (2025-01 – Present)

• Resolved 40–60 daily Tier 1 and Tier 2 support tickets through Zendesk and Jira, troubleshooting hardware, software, applications, connectivity, and user-access issues through resolution or escalation.
• Provided technical support for desktops, laptops, servers, mobile devices, printers, POS systems, and AV equipment, minimizing user downtime and maintaining reliable day-to-day operations.
• Configured and troubleshot VPN, IP addressing, RDP, SSH, Wi-Fi, and remote-access connectivity for 300+ hybrid users across Windows and macOS environments.
• Diagnosed TCP/IP, DNS, DHCP, LAN/WAN, firewall, and network connectivity issues while coordinating with infrastructure teams on escalated incidents.
• Supported Microsoft 365, Google Workspace, Teams, CRM applications, DocuSign, and other enterprise applications, including account setup, license provisioning, access management, and application troubleshooting.
• Used Active Directory and Group Policy to support user accounts, password resets, permissions, workstation configuration, and access-related troubleshooting in accordance with security policies.
• Used SQL queries to validate support-related data, investigate application or database issues, verify records, and assist with troubleshooting data-related incidents.
• Documented incidents, troubleshooting steps, resolutions, and knowledge articles while supporting 92%+ SLA compliance and maintaining 95%+ first-call resolution across 500+ supported users.

IT Support Technician at Smartfox (2023-03 – 2024-11)

• Installed, configured, maintained, and troubleshot desktops, laptops, virtual machines, mobile devices, VoIP phones, servers, backup systems, printers, scanners, and other IT equipment.
• Provided on-site and remote technical support for hardware failures, operating system issues, application errors, user-access problems, printing issues, and device connectivity.
• Configured and troubleshot routers, switches, firewalls, Wi-Fi, TCP/IP, DNS, DHCP, VPN, and VoIP connectivity to maintain reliable network and communication services.
• Supported Windows, macOS, and Linux workstations by installing software, applying updates, configuring devices, resolving system errors, and assisting users with technical issues.
• Used Active Directory for user account administration, password resets, group membership, access troubleshooting, and workstation-related support activities.
• Supported AV, conference room, boardroom, and presentation systems during meetings and events, troubleshooting display, audio, video, connectivity, and peripheral issues.
• Performed basic SQL queries and data validation to investigate application issues, verify records, and support troubleshooting of database-connected systems.
• Maintained incident records, performed root cause analysis, created SOPs and knowledge base documentation, and supported ITIL-aligned incident, problem, and change management processes.

Bachelors in Computer Science – University of Windsor (2020-09 – 2024-12)