Krist Gamilla

IT support professional with hands-on experience in Level 2 deskside support, service desk operations, hardware and software troubleshooting, endpoint deployment, Active Directory, Microsoft 365, Intune, SCCM, Azure Virtual Desktop, VDI, networking, mobile devices, and asset management. Experienced supporting users across office environments, documenting incidents in ServiceNow, deploying and imaging computers, packaging applications, supporting patch cycles, and working with infrastructure teams to resolve technical issues. Known for customer-focused support, clear communication, detailed documentation, and effective escalation.

Service Support Specialist / Deskside Support (Level 2) - Bank of Canada - Calgary, AB

(2018-11 - 2025-05)

• Provided Level 2 deskside and technical support for network, internet, laptop, phone, tablet, and computer issues.
• Diagnosed and resolved hardware and software incidents; provisioned new and replacement equipment.
• Managed and documented incidents and service requests in ServiceNow and maintained technical history.
• Supported Microsoft Intune/MDM and mobile telecommunications for Android and Apple devices, including coordination with telecom providers.
• Supported Active Directory, ADFS, identity management, and MFA-related user access needs.
• Performed laptop imaging, onboarding, warm-standby deployments, application packaging, and organizational patch cycles.
• Supported VMware/VDI deployments and served as a point of contact for VMware and Azure Virtual Desktop for traders and developers.
• Participated in systems testing, patch management, annual audits, evidence gathering, and service desk process improvements.
• Provided application training and operational support for Bloomberg, R, EViews, and MATLAB.
• Maintained accurate asset databases and supported multimedia equipment across regional offices.
• Provided scheduled after-hours/on-call support and assisted frontline support with IT incidents and requests.

IT Support Lead - AGA Academy - Calgary, AB

(2024-05)

Part-time

• Windows 10/11 desktop and laptop support
• Microsoft 365, Outlook, Teams, OneDrive and SharePoint
• User account, password, MFA and access troubleshooting
• Network, Wi-Fi, VPN and printer troubleshooting
• Software installation, updates and application troubleshooting
• Ticketing, documentation and escalation
• Supporting instructors, administrative staff and students
• Clear, patient customer service
• Security awareness and following IT policies

IT Deskside Support Analyst (Level 2) - Colliers International - Calgary, AB

(2017-06 - 2018-11)

• Administered Windows user accounts in Active Directory, including starters, leavers, account changes, group membership, and access requirements.
• Supported security groups, Group Policy, mapped drives, printers, and file/print server access.
• Performed Active Directory cleanup and maintained accurate national IT asset records.
• Managed workstation deployments and software deployment using SCCM 2007; supported the transition toward SCCM 2012.
• Installed, configured, upgraded, and troubleshot Windows, Microsoft Office, Backup Exec, and server-related software.
• Supported antivirus/anti-malware deployment and troubleshooting across PCs and servers.
• Provided mobile device support for iPhone, iPad, and Android devices.
• Provided remote support to users across Canada and hands-on LAN support for switches, routers, and office cabling.
• Supported the Calgary office Windows 7 to Windows 10 upgrade while maintaining application continuity and data integrity.

Technical Support Specialist - Cushman & Wakefield - Calgary, AB

(2016-05 - 2017-06)

• Served as the on-site IT support point of contact for the Calgary office and provided deskside support.
• Installed and supported local network and server infrastructure and coordinated environment changes with remote infrastructure teams.
• Monitored and troubleshot network connectivity and IP telephone issues, escalating when required.
• Managed users, computers, Group Policy, and network-folder permissions.
• Resolved support requests according to service-level expectations and documented IT problems and changes.
• Provided Microsoft Office Tier 2 support and remote support to other office locations.

Technical Support Specialist - IBM - Calgary, AB

(2015-06)

On Call/Part-time

• Provided technical support and customer service for help desk, desktop, server, and network deployment, migration, maintenance, and disposal.
• Performed hardware maintenance and supported PC asset inventory and refresh projects.
• Installed PCs and laptops as part of client operating-system refresh activities.

Hardware/Software POS Support Analyst - AM/PM Services Ltd. - Calgary, AB

(2014-09 - 2015-05)

• Supported Retalix StorePoint software, network installation, configuration, and troubleshooting.
• Installed, configured, programmed, and troubleshot Moneris payment PIN pads and POS hardware.
• Supported NCR and Fujitsu POS systems and peripherals using Ethernet/TCP/IP LAN/WAN connectivity.
• Configured fuel-control devices and Fortinet network routers, including Andi Box, NexGen, and Veeder-Root equipment.
• Performed remote and on-site software/network installations, fuel-server setup, backup, and recovery.
• Worked with SQL database reports for member, inventory, and fuel inventory information.
• Used IT service management and CRC ticketing tools for support activities.

Diploma - Network Administration - Academy of Learning (2025-04-25)

Bachelor of Commercial Science - Computer Science - Jose Rizal University (2000 - 2004)