Bruno Smith

IT Operations and technical support professional with 10+ years of experience across enterprise banking and MSP environments, including multi-province support for government, healthcare, and nonprofit organizations. Proven track record working fully remote, with hands-on experience across ticketing platforms (Autotask, ConnectWise), multi-vendor network/firewall environments, and Microsoft 365/Azure AD administration. Recently completed an Ontario Graduate Certificate in AI with Machine Learning at Humber Polytechnic, adding practical exposure to cloud ML tooling, Python, and applied AI development on top of a strong operations foundation. Canadian Permanent Resident — eligible to work in Canada with no sponsorship required. Seeking remote or Ontario-based IT operations and technical support roles, with an interest in growing into AI-enabled IT operations over time.

• Ability to stay calm in difficult situations
• Ability to work under pressure
• Account Administration
• Active Directory
• Advanced Computer Knowledge
• Amazon Web Services
• Business Application Support
• Capable of working independently
• case management
• Cisco Packet Tracer
• Cisco Routing
• Cisco Wireless Access Points
• Collaboration
• Communication
• Conflict Resolution
• Service à la clientèle
• Analyse de données
• Decision Making
• DHCP
• DNS
• Anglais
• Git
• GitHub
• Google Cloud
• Incident Management
• Linux
• Microsoft 365
• Microsoft Azure
• Microsoft Office
• Microsoft Teams
• Multitasking
• Network Troubleshooting
• Onboarding
• OneDrive
• Résolution de problèmes
• Python
• Assurance qualité
• SharePoint
• SQL
• systems administration
• TCP/IP
• Technical Documentation
• Technical Support
• Gestion du temps
• Troubleshooting
• VLAN
• VMware
• VPN
• Windows
• Windows 10/11

1. IT Support Technician

   Infinity Network Solutions (MSP)

   janv. 2022 to août 2025

   Remote — worked from Ireland, ON; company headquartered in Owen Sound, ON

   • Served as first point of contact for a multi-province MSP supporting government, healthcare, and nonprofit organizations — including fire departments, women's health centers, and arts organizations — delivering first-call resolution through phone-based troubleshooting • Grew into client onboarding/offboarding: provisioning new-hire machines, configuring conferencing and collaboration tools, and handling server-side setup • Resolved Active Directory/Microsoft 365 sync issues during on-premises-to-cloud migrations by researching Microsoft's documentation and internal runbooks, working around gaps in incomplete MSP documentation • Troubleshot multi-vendor firewall and VPN environments across client sites (Cloudflare, SonicWall, OPNsense), adapting to each client's distinct network configuration • Diagnosed network outages through switch-level checks (power, IP, connectivity) and resolved VoIP/desk phone system issues • Authored and maintained client documentation in IT Glue with full editing autonomy • Following a company-wide downsizing, retained to personally manage onboarding, offboarding, and ongoing support for the company's ~25 VIP client accounts • Adapted to a full ticketing-platform migration from Autotask to ConnectWise Manage • Delivered all of the above fully remotely — a proven track record of independent, effective remote support work

2. IT Operations Analyst — Service Desk

   TD Bank Group

   janv. 2018 to janv. 2022

   Toronto, ON

   • Provided Tier-1 technical support for TD employees enterprise-wide, handling a high daily call volume (40–80 calls/day) within a strict average handling time, triaging issues across numerous third-party integrated applications and escalating to Tier 2 support • Volunteered for extended shifts during the company's Windows 7 to Windows 10 migration, assisting employees with A/V configuration and Citrix/remote desktop environment setup • Proposed documentation and SOP updates through a structured review and approval process in a large, regulated enterprise environment • Built a foundation in enterprise-scale incident triage, structured escalation workflows, and working within strict SLA-driven call-handling targets

3. IT Support — Salesforce Technical Team

   STS InfoTech (Contractor: Cisco Systems)

   janv. 2014 to janv. 2015

   Bangalore, India

   • Completed a 3-month specialized training program delivered by Cisco/Salesforce trainers based in the US and Singapore • Provided application and telephony (softphone/hardphone) troubleshooting support for Cisco's global Salesforce account manager team

1. Humber Polytechnic

   Ontario Graduate Certificate, Artificial Intelligence with Machine Learning

   Toronto, ON

   2026

   Completed

2. Fanshawe College

   Post-Graduate Diploma, Software Testing

   London, ON

   2016 to 2017

3. St. Joseph's University

   Bachelor of Computer Science, Computer Science

   Bangalore, India

   2010 to 2013

• Google Cybersecurity Foundations

  Coursera

• Microsoft Certified: Azure AI Fundamentals (AI-900)

  Microsoft