Miguel Ambroise

Detained-oriented tech support with strong foundations in writing, switching, and TCP/IP Protocols. Having ability to set up LAN/WAN INFRASTRUCTURE, IMPLEMENT ROBUST SECURITY CONTROLSAND UTILIZE DIAGNOSTIC to troubleshoot and resolve complex network latency and connectivity kssues.

Bilingual Technical Support Specialist at Kelly Services Inc. (2025-07 – Present)

• Handle complex customer concerns with empathy, professionalism, and problem-solving skills, ensuring positive resolutions and high satisfaction
• Delivered bilingual end-user technical support for enterprise hardware, Microsoft 365 applications, and mobile devices across fast-paced client environments
• Diagnosed root causes of network authentication, software glitches, and account lockouts using Active Directory and remote management tools
• Contribute to team performance by sharing best practices, assisting with training new staff, and adapting quickly to new systems and procedures

Help Desk Support at Lifestyle Health Solutions (2024-11 – 2025-07)

• Set up new user accounts, manage permissions, and support onboarding processes to ensure seamless integration of new hires into the IT environment
• Delivered prompt and effective technical support to end-users by diagnosing and resolving hardware, software, and network issues, ensuring minimal downtime and sustained productivity across the organization
• Monitored and maintained servers, workstations, and network devices to ensure optimal performance
• Diagnosed and resolved technical issues across Windows, macOS, and Linux platforms, collaborating with staff members to reduce average resolution time by 30% and elevating user satisfaction through proactive support and clear communication

Technical Support Representative at Continuum Global Solutions (2017-11 – 2024-07)

• Provided end-to-end technical support for both on-site and remote employees, reducing downtime through proactive troubleshooting and user training
• Administered Microsoft 365 user accounts, security groups and multi-factor authentication enforcement across the Organization
• Managed cloud storage and file permissions within SharePoint and OneDrive, establishing clean directory structure and access controls
• Troubleshoot local network infrastructures, including Wi-Fi access points, routers, switches, printers, smart phones and VPN connections to maintain high system availability
• Maintained detailed documentation, ensuring 98% accuracy in issue tracking and resolution history for future reference and data analysis

Junior IT Analyst Program in Computer Technology and Project Management – NPower Canada (2025-05 – 2025-05)

Cisco Certified Network Associate (CCNA) in Networking – ITLA (2018-09 – 2018-09)

Bachelor's degree in Information Technology and Systems – UNNATEC (2014-01 – 2014-01)