Shawn Prudhomme
Help Desk Technician
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About
I adapt quickly, work well both independently and in teams, and am known for my friendly, user-focused support. Always eager to improve and contribute positively.
Experience
Junior Help Desk Specialist Flinks, Montreal 2023-2024
● Managed mobile devices using Jamf and Intune for MDM solutions.
● Provided technical support for software and hardware issues via freshdesk.
● Administered Microsoft Entra ID, Azure, GCP, and Google Workspace.
● Managed IT inventory and provisioned hardware to end-users/ coordinated equipment returns.
● Created and maintained documentation with Confluence.
● Provisioned and managed access permissions for resources and services.
● Integrated software platforms to improve workflow efficiency.
● Created OAuth 2.0 tokens for secure database access in GCP.
● Implemented API-based connections for cloud environments.
● Experienced with VPN (Nord Layer) and Zero Trust solutions (Cyolo).
● Automated tasks using Freshdesk and Python.
IT Help Desk Technician Playground, Kahnawake, QC 2023
● Provided Level 1 and 2 support via phone, ticketing systems, and remote tools.
● Diagnosed and resolved Windows and macOS issues.
● Managed user accounts and permissions in Active Directory.
● Configured PCs, including software installations and updates.
● Assisted in network configuration and DNS settings.
● Documented guides for installations and troubleshooting.
● Researched and implemented no-code/low-code platforms.
● Collaborated with cross-functional teams to resolve issues.
Education
● DevOps, Continuous Integration/Delivery (2024)
● Cisco: Networking Essentials (2023)
● AppSheet: Fundamentals (2023)
● Google IT Support Professional (2022)
● Google System Administration and IT Infrastructure Services (2022)
● 3D Modelling AEC, College LaSalle (2020-2021)
