Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Shared Services Canada | Services partagés CanadaIT Enterprise Service Desk Analyst
Oct. 2023 - Feb. 2025Ottawa, Ontario, Canada• Delivered Tier 1 IT support for federal clients using Microsoft 365, Teams, SharePoint, MS Project, and Exchange Online.
• Diagnosed and resolved system faults in Windows 7/10 and Windows Server 2008R2 environments.
• Managed service desk tickets via Onyx, tracking incident lifecycle and ensuring resolution against SLA targets.
• Collaborated with back-end teams for incident escalation, resolution handoffs, and infrastructure support.
• Provided user account support, password resets, and configuration assistance using Active Directory.
• Maintained secure and efficient communication using INFOWEB and Rogers VCC
call management tools.
• Ensured strict adherence to IT security protocols and internal access control processes
Department of National Defence/Ministère de la défense nationaleService Desk Specialist
Jun. 2022 - Aug. 2023Ottawa, Ontario, Canada• Provided 1st and 2nd level technical support for DND staff across desktop, network, and application issues.
• Handled incident tracking, resolution, and escalation using Axios Assyst and Microsoft Dynamics.
• Configured user accounts and security permissions within Active Directory and Exchange 2010.
• Monitored systems for outages and performance issues, initiating resolution steps where applicable.
• Assisted with rollout and support of Microsoft OS updates and policy compliance tools.
• Liaised with end-users and technical support teams to communicate ticket updates and resolutions.
• Created and maintained detailed ITSM documentation for audit readiness.
DLS Technology CorporationHelp Desk Specialist / Business and Marketing Support Technician
May. 2020 - Apr. 2022Ottawa, Ontario, Canada• Developed instructional documents and user guides for Microsoft Teams, Outlook, and SharePoint.
• Supported virtual event operations including webinars and internal presentations using Zoom and MS Teams.
• Provided Tier 1 support for Microsoft Office 2010, including Outlook, Word, Excel, and PowerPoint.
• Created content for internal communications, dashboards, and social media tracking for DLS marketing.
• Assisted in user provisioning and mailbox configurations in Exchange 2010.
• Logged and triaged IT issues using JIRA, contributing to sprint planning cycles.
• Provided back-end technical support for analytics reporting and metric tracking.
Shared Services Canada | Services partagés CanadaIT Security Support Technician
Oct. 2019 - Jan. 2020Ottawa, Ontario, Canada• Triaged and resolved issues from the SSC IT Security mailbox, escalating critical requests.
• Reviewed and processed access rights and administrative permission requests using GCSX.
• Managed the advisory alert dashboard in GCdocs, prioritizing based on internal policy.
• Provided technical assistance for over 100 users across Outlook, Office 2010, and Exchange 2010.
• Supported hardware and email issue troubleshooting, including POP3/SMTP config.
• Logged tickets in SolarWinds for incident tracking and compliance reporting.
• Participated in security audits and completed mandatory federal IT security training.
Shared Services Canada | Services partagés CanadaP2P Procurement / Support Technician (CS-01)
Dec. 2018 - Jun. 2019Ottawa, Ontario, Canada• Managed Wi-Fi procurement requests via the P2P system, maintaining daily status logs in Excel.
• Coordinated with vendors and internal teams to expedite delayed service orders.
• Delivered Tier 1 technical support for software, hardware, and login issues.
• Supported user account provisioning and password resets in Active Directory.
• Logged issues using SolarWinds and escalated unresolved incidents.
• Ensured compliance with internal procurement documentation standards and data accuracy
DLS Technology CorporationHelp Desk Specialist/ IT Technical Support Coordinator
Aug. 2018 - Nov. 2018Ottawa, Ontario, Canada• Provided first-level technical support across Office 2010, Exchange, and Windows environments.
• Assisted R&D with functional testing of vKey, a secure virtual desktop solution.
• Created and maintained CRM data in Salesforce, including client activity logs.
• Documented technical content and SOPs using Microsoft Visio and Word.
• Logged and tracked bug reports and service issues via JIRA ITSM.
• Managed Active Directory user account creation, password resets, and group access.
• Supported marketing team in formatting product documentation and internal newsletters.
Intch is a Professional Networking App for the Future of WorkSee more people like Dominic on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
489368 people
18
Systems integrator
20
Producer/Project Manager
19
Certified Technical advisor @ the IT support center
98819 people
19
Certified Technical advisor @ the IT support center
21
Remote IT Professional
16
Client experience manager @ Cheekyz solutions