Siga Diarra

IT Support professional with one year of hands-on experience delivering technical support in a fast-paced academic environment. Proven track record in troubleshooting hardware and software issues, configuring endpoint devices, and resolving network connectivity problems across Windows 10/11 and Linux systems. Proficient in Microsoft Intune, Active Directory, TOPdesk, Docker, Ansible, and TCP/IP networking. Skilled at delivering bilingual (French/English) end-user support both in-person and remotely via Microsoft Teams and Zoom. Adept at translating complex technical concepts into clear, accessible language for non-technical users. Passionate about automation, infrastructure, and Cisco networking, with a strong drive to continuously expand technical expertise and grow within the networking and the IT field.

• Active Directory
• Communication
• Service à la clientèle
• DHCP
• DNS
• Docker
• Google Workspace
• Incident Management
• Microsoft 365
• Microsoft Outlook
• MySQL
• Network Configuration
• OneDrive
• OSPF
• Résolution de problèmes
• SharePoint
• TCP/IP
• Team Collaboration
• Teams
• Technical Documentation
• Technical Support
• Troubleshooting
• VLANs
• VPN
• Windows 10/11
• Zoom

1. IT Support Technician

   Collège Boréal

   mai 2025 to mai 2026

   Toronto, ON

   Part-Time · Work-Study Served as the primary Level 1 technical contact for 150+ students and faculty, managing the full incident lifecycle through TOPdesk across in-person, email, and remote support channels. • Resolved 25+ weekly support tickets across hardware, software, and network categories, consistently achieving high first-call resolution rates. • Diagnosed and remediated endpoint issues including OS errors, driver conflicts, application failures, and peripheral malfunctions on Windows 10/11 and Linux systems. • Enrolled, configured, and managed user devices through Microsoft Intune, enforcing institutional security and compliance policies. • Administered user accounts, group memberships, password resets, and access permissions via Active Directory in a multi-user academic environment. • Troubleshot and resolved network connectivity issues including DHCP conflicts, VoIP disruptions, and wireless access failures; escalated complex cases with full incident documentation. • Deployed and supported the Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive) across faculty and student devices. • Maintained and updated knowledge base articles and incident records in TOPdesk, reducing repeat ticket volume through improved self-service documentation. • Delivered bilingual (French/English) technical support, adapting communication style to both technical and non-technical users.

2. Computer Programming Tutor

   Collège Boréal

   oct. 2024 to déc. 2025

   Toronto, ON

   Part-Time · Work-Study Supported student achievement in programming coursework through targeted one-on-one and small-group coaching in Python. • Mentored students in Python fundamentals, data structures, algorithms, and object-oriented programming concepts, improving assignment completion rates. • Diagnosed and resolved code defects and logical errors in student projects, developing strong debugging and analytical problem-solving skills. • Delivered virtual tutoring sessions via Microsoft Teams and Zoom, providing consistent technical support in hybrid and remote learning environments. • Produced clear bilingual (French/English) written explanations and annotated code examples to improve comprehension for a diverse student population.

1. Collège Boréal

   Computer Systems Technology Diploma, Computer Systems Technology

   Toronto, Ontario, Canada

   2024 to 2026

   Graduated with Distinction

• CompTIA A+ — IT Hardware & Software Fundamentals

• Jira Fundamentals

  Atlassian Learning

• ServiceNow Fundamentals

  ServiceNow Learning

• TOPdesk Service Management

• anglaisProfessionnel
• françaisLangue maternelle