Maryam Alba

Technical Support Specialist with 8 years of experience delivering Level 1 and 2 support across Windows, macOS, Office 365, Active Directory, and networked environments. Strong first-point-of-contact skills, resolving desktop, application, hardware, and server issues in fast-paced settings. Experienced with ticketing systems, documentation, server administration, and troubleshooting end-user devices and peripherals.

Known for clear communication, solid problem-solving, and a strong service mindset. Motivated to grow into Level 3 support, systems, and security operations.

IT Support Specialist (Level 2) - BinaTech System Solutions - Hamilton, ON

(2021-01)

• Serving as the primary point of contact for all user hardware, software, and account-related issues ensuring timely and accurate resolution.
• Providing Level 1 and Level 2 technical support while managing client networks, user accounts, permissions, and group policies.
• Leveraging a structured ticketing system to log, troubleshoot, escalate, and track incidents, changes, and problems in alignment with ITIL best practices.
• Analyzing incident trends to identify root causes and implement permanent corrective actions that reduce recurring issues.
• Troubleshooting issues directly with clients in 1-on-1 sessions, guiding them through resolutions, verifying fixes, and ensuring a smooth end-user experience.
• Collaborate with internal teams and vendors to resolve complex issues, ensuring timely escalation and full communication with stakeholders.
• Configuring and troubleshooting mobile devices (iOS/Android), addressing email sync issues, security settings, MFA, and network connectivity.

IT Support Specialist (Level 2) - Griffcomm - Hamilton, ON

(2020-01 - 2021-01)

• Monitored system performance and endpoint health to proactively detect failures, connectivity issues, and security risks before they impact users.
• Configured new user setups, including workstation deployment, access permissions, device provisioning, and onboarding support.
• Performed diagnostics on network-connected devices (POS systems, switches, printers) to quickly isolate whether failures were hardware, software, or network-related.
• Coordinated device refreshes, replacements, and equipment rollouts by preparing hardware, migrating data, and ensuring smooth handovers.
• Maintained accurate documentation, asset inventory, and change logs to support compliance, audits, and streamlined day-to-day IT operations.

IT Support Specialist (Level 1) - Williams Fresh Café - Waterloo, ON

(2017-03 - 2019-12)

• Supported daily IT operations across three cafe locations by maintaining all hardware, software, and network-connected systems.
• Installed and configured workstations, POS terminals, debit machines, printers, scanners, and security systems to ensure reliable store operations.
• Troubleshooted network issues affecting POS and debit machines, identifying whether failures stemmed from connectivity, hardware, or provider-side problems.
• Resolved end-user technical issues ranging from workstation errors to application failures, ensuring minimal downtime during peak business hours.
• Monitored network performance, update system configurations, and coordinate with third-party vendors to maintain stable connectivity and uptime.

Information Technology Support Services - Conestoga College (2017)