Hi, I’m Conrad!

I’m an IT specialist with a knack for making systems run smoother and users happier.

With a solid background in system administration and desktop support, I thrive on tackling IT projects and providing top-notch technical support.

August 2025 – Current

L2 Service Desk Specialist

Plenum Group Inc.

July 2024 – July 2025

Senior Desktop Support Analyst

Surrey Police Service

April 2021 – June 2024

System Administrator

E-Comm 911

April 2019 – April 2021

Deskside Support Analyst

Parkland Corporation

May 2014 – December 2017

Service Desk Analyst

Repsol

June 2011 – May 2014

Service Desk Team Lead

Canadian Pacific Railway

Soft Skills
  • Problem-Solver
  • Clear & Patient Communicator
  • Customer Service Oriented
  • Analytical Thinker
  • Time Management & Prioritization
  • Attention to Detail
  • Conflict Resolution
  • Adaptability Under Pressure
Technical Skills
  • Operating Systems & Platforms:
    • Windows 10 + 11
    • Mac OSX
    • Windows Server
    • Linux
  • Infrastructure & Systems:
    • Active Directory
    • Microsoft Azure
    • Mobile Device Management (InTune)
    • VPN Configuration & support
  • Applications & Productivity Tools:
    • Microsoft Office 365
    • Microsoft Teams
    • Google Workspace
    • Ticketing Systems (ServiceNow, Jira, Cherwell)
  • Networking & Troubleshooting:
    • TCP/IP
    • DNS, DHCP
    • LAN/WAN Support
    • Network Troubleshooting
  • Device & Endpoint Support:
    • Desktops, Laptops, Printers, Peripherals
    • Mobile Device Support (iOS & Android)
    • Imaging & deployment tools (SCCM, MDT)
  • Support & Automation:
    • Technical Support
    • Technical Writing
    • Documentation
    • Remote desktop tools (Bomgar)
    • Software deployment and patching
    • Basic scripting (PowerShell, Bash, Batch)
Certifications
  • Contact Center Professional Certificate (May 2013 – Present)
  • ITIL Foundation Certificate in IT Service Management (Oct 2014 – Present)
  • Microsoft Cloud Fundamentals: Administering Office 365 and InTune (March 2021 – Present)
  • In Progress:
    • Engaging with TryHackMe for hands-on Cyber Security training.
    • Studying to become a ServiceNow System Administrator.
Interests
  • Tech Enthusiast: Love for homelabs, Proxmox, custom PC building, and Zero Trust Networking.
  • Professional Growth: Focused on system administration, IT infrastructure, and cyber security advancements.
  • Gaming: Passionate about PC gaming, building gaming rigs, and engaging with gaming communities.
  • Networking & Security: Interested in advanced network protocols, security measures, and endpoint security.
  • Community & Collaboration: Active in tech forums, open-source projects, and mentoring in the tech field.

I’m an IT pro who enjoys solving problems and keeping things running smoothly behind the scenes. Whether it’s managing infrastructure or providing hands-on tech support, I’m all about finding smart, efficient solutions that make a real difference. I’ve got a knack for streamlining IT operations, improving user experiences, and documenting it all in a way that actually makes sense. I bring both know-how and a positive attitude to every project I take on.

Let’s Connect: