Sagy Zion

Experienced IT Specialist with a track record of aligning technology with business needs. Expertise in technical skills to enhance network reliability and customer satisfaction. Expertise in managing Cisco routers, VoIP gateways, and commercial network infrastructures.

Proficient in troubleshooting Transport networks including DWDM, MPLS, and BGP, while coordinating cross-departmental responses to minimize outage impacts. Focused on leveraging monitoring tools and technical skills to enhance network reliability and customer satisfaction. Please note that as a Canadian citizen who is living in Prague with a long term Czech Visa I have free access to the Czech Labor Market.

IT Support Analyst at Certain Affinity (2024-06 – 2025-02)

IT Support Analyst providing technical support and infrastructure management

• Troubleshoot and resolve technical problems via zoom slack and teams, email, or in-person, ensuring timely responses to service requests.
• Used Active Directory to manage users, computers, and infrastructure in addition to utilizing the active directory management tools.
• Assisted with the management of infrastructure in addition to setting up effective monitoring (on-prem servers, cloud infrastructure, firewalls, switches, and virtualized instances).
• Documented and tracked incidents and requests using Atlassian Jira Service Management, ensuring proper escalation when necessary.
• Collaborated with IT staff to identify and implement process, system, and tool improvements.

Senior Technical Support Specialist at Beanfield Metroconnect (2022-03 – 2024-06)

Senior Technical Support Specialist responsible for resolving complex technical problems and training new hires

• Work with internal departments including Voice, Sales, GIS, Service Delivery, and NOC to resolve complex technical problems
• Bring any emerging technologies to the attention of the technical support department
• Developing policies and procedures for the technical support department to help troubleshoot various problems
• On-boarding new technical support hires for residential and commercial troubleshooting through the development and implementation of a training plan

Technical Support Representative at Beanfield Metroconnect (2018-01 – 2022-03)

Technical Support Representative providing troubleshooting and support for network and VoIP issues

• Troubleshooting Network and VoIP issues for both residential and commercial clients
• Assist Customer Experience Representatives with technical support as needed
• Site visits to customer and/or POP locations in order to setup Internet connections for both residential & commercial customers
• VoIP on-site deployment and configuration for new customers
• Logged customer issues in Deskpro to streamline workflows and accelerate issue resolution
• Identified and resolved issues using software and hardware

College Diploma in Computer Networking and Technical Support – Seneca College (2019-01 – 2019-01)