Steven Tong
Experienced Regional IT Administrator with 9 years of supporting enterprise infrastructure across distributed environments
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About
Bilingual IT support specialist with 8+ years of experience resolving escalated incidents and supporting users across a 500-user distributed environment. Experienced in Level 2 support, Microsoft 365, end-user application support, ticketing, structured technical documentation, and clear higher-tier escalation context. Reduced laptop provisioning from about 3 hours to 30 minutes and automated about 90% of onboarding and offboarding; brings practical AI automation exposure, English/French communication, and mentoring experience.
Experience
IT, Special Projects - InterRent Real Estate Investment Trust - Montreal and Vancouver
(2019-10)
- Served as primary Level 2/3 escalation point for 500-user distributed environment (Montreal and Vancouver), resolving complex technical incidents, service requests, and system architecture issues while establishing escalation workflows and mentoring regional support staff.
- Administered identity and access across Microsoft 365 and SaaS platforms, including user provisioning, groups, permissions, licensing, MFA, Conditional Access, and SCIM integrations; documented technical runbooks in IT Glue covering troubleshooting, root causes, and preventive controls.
- Designed and deployed endpoint automation reducing laptop provisioning from 3 hours to 30 minutes using Microsoft Intune, Windows Autopilot, and zero-touch MDM; automated 90% of user onboarding and offboarding workflows through Dayforce integrations and custom scripting, eliminating repetitive manual tasks.
- Managed endpoint lifecycle (Windows, macOS, iOS, and mobile devices) across hardware ordering, inventory, provisioning, troubleshooting (CrowdStrike, Zscaler, BitLocker, VPN), recovery, and retirement in a multi-OS environment.
Junior IT Support - Monify Media
(2018-04 - 2019-10)
- Resolved multi-platform hardware, software, network, account, and application issues across Apple, Linux, and Windows environments for small and mid-sized business clients; administered Microsoft 365 and Google Workspace identity, licensing, and offboarding.
Education
AEC - Microcomputer and Networking Systems Technology - Herzing College
