James Postma

Customer-focused Senior Technical Support Analyst with 15+ years of experience providing support and troubleshooting for enterprise applications, Microsoft Office 365 environments, hardware, software, and network connectivity issues. Skilled in structured problem analysis, incident management, root cause investigation, and technical documentation. Experienced supporting end users across multi-site enterprise environments while translating complex technical concepts into clear, actionable solutions.

Proven ability to collaborate with technical teams, resolve customer issues efficiently, and maintain high levels of customer satisfaction in fast-paced support environments.

IT Support Analyst - Deloitte - Toronto, CA

(2025-10 - 2026-02)

• Delivered technical support for enterprise users across Microsoft Office 365, Windows environments, and business-critical applications.
• Applied structured troubleshooting methodologies to diagnose and resolve, connectivity, authentication, and application software issues.
• Investigated user-reported incidents through ServiceNow, ensuring accurate documentation and timely resolution.
• Supported user account administration, access requests, MFA-related support, and permissions management.
• Collaborated with infrastructure, security, and application teams to identify root causes and implement long-term solutions.

Field Services Technical Analyst - BMO Financial Group via Compucom - Mississauga, CA

(2021-09 - 2024-03)

• Provided technical support for enterprise applications, Microsoft Office 365, and workplace technologies across multiple locations.
• Troubleshot hardware, software, network connectivity, VPN, authentication, and application access issues.
• Supported Outlook, Teams, SharePoint, OneDrive, and other business applications used by enterprise users.
• Applied analytical problem-solving techniques to identify, isolate, and resolve recurring technical issues.
• Maintained detailed ticket records and support documentation while ensuring SLA compliance.

Service Desk Analyst - Meltwater - Toronto, CA

(2019-09 - 2019-12)

• Delivered Tier 1/2 application and technical support for SaaS platforms, Windows environments, and collaboration tools.
• Managed incidents through Jira and tracked issue resolution progress while maintaining accurate support records.
• Analyzed reported issues and escalated application defects and infrastructure-related problems to specialized support teams.

IT Support Specialist - Mutual Fund Dealers Association - Toronto, CA

(2019-04 - 2019-07)

• Supported enterprise applications, user access requests, and infrastructure-related issues within a financial regulatory environment.
• Performed troubleshooting and analysis of application, software, and connectivity issues impacting end users.
• Developed support documentation and troubleshooting guides to improve issue resolution efficiency.

IT Field Support Analyst - Slalom - Toronto, CA

(2017-03 - 2018-12)

• Supported over 5,000 users across North America, providing application support and technical troubleshooting services.
• Facilitated daily operational reviews focused on recurring incidents, service improvements, and operational stability.
• Assisted with onboarding, application support, user account administration, and technical troubleshooting.
• Produced support documentation and participated in continuous improvement initiatives aimed at reducing recurring issues.
• Diagnosed software, hardware, and connectivity issues while maintaining a high level of customer service.
• Coordinated with multiple technology teams to resolve escalated incidents and maintain service quality.
• Participated in continuous improvement initiatives focused on reducing recurring support issues and improving service quality.

Diploma Certificate - Network Administration - CDI College (2005-09 - 2006-05)

Certificate - Network Administration - DeVry Institute of Technology (2002-10 - 2004-05)

Diploma - Business Marketing - Sheridan College (1994-09 - 1999-05)