Joey Turino

Experienced Systems Support Analyst Senior with hands-on experience supporting enterprise environments using Active Directory, ServiceNow, VPN technologies, and remote desktop tools. Proven track record delivering exceptional technical support, resolving complex issues, and providing outstanding customer service in both on-site and remote work environments. Since transitioning into warehouse operations, I have continued to strengthen transferable skills including problem-solving, technology usage, accuracy, productivity, teamwork, and working in fast-paced operational environments.

Recognized for strong communication, reliability, adaptability, and a customer-first approach. Currently seeking a fully remote IT support or customer support opportunity where I can leverage experience gained at IBM and Scotiabank, along with my operational experience, to contribute immediately in a remote environment.

Warehouse Assembler at Loblaw Distribution Center (2018-09 – Present)

• Utilized Warehouse Management Systems (WMS) and RF scanning technology to accurately process high-volume orders, maintain inventory accuracy, and support efficient warehouse operations in a fast-paced distribution environment.
• Safely operated Reach Truck, Layer Picker, and double/triple pallet jack equipment.
• Prepared and assembled customer orders efficiently in a fast-paced distribution environment.
• Performed daily equipment safety inspections and maintained productivity and accuracy targets.

Systems Support Analyst Senior at Scotiabank International – IGSC ITS Global Service Center (2010-07 – 2017-12)

Worked in a hybrid environment with experience working remotely from home three days per week while supporting enterprise banking applications and resolving complex technical issues.

• Responded to 30–60 daily phone and email support inquiries in a fast-paced enterprise environment.
• Troubleshot and resolved application, system, and user access issues while meeting SLA targets.
• Supported enterprise tools and applications including Internet Banking, Mobile Banking, ATM, Active Directory, ServiceNow, VPN tools, and remote desktop tools.
• Collaborated with developers, QAT teams, and business units to diagnose and resolve technical incidents.
• Created and maintained internal documentation and knowledge base articles.
• Trained and supported new employees while acting as team lead during manager absences.
• Maintained a 98% punctuality rating and resolved 99% of incidents within SLA requirements.

Portable Media Management at IBM Canada (2005-03 – 2008-01)

• Maintained and executed data storage management procedures for DASD backup and recovery.
• Monitored and responded to system tape console messages.
• Performed inventory management for tape reels, cartridges, and associated labeling systems.
• Logged tape shipments to and from the computing centre while ensuring proper tracking and documentation.
• Followed management procedures for release, packaging, and escalation handling of tapes shipped to customers and third parties.
• Handled tape volumes according to customer and manufacturer policies and guidelines.

Diploma in Business Operations Management – Durham College (2010-04)