Hello! I’m Mark. I’m an IT Operations Specialist with a growing focus on cloud and service management. I hold certifications in AWS Solutions Architect Associate, Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, and ITIL 4. This cloud resume highlights my experience and credentials, and I hope it gives you a clear picture of my professional journey. Outside of work, I enjoy exploring new skills in technology, staying active with sports, and playing music.
BS in Information Technology • 2011-2015
Technical Support Analyst • 2025 - Present
Deliver global technical support to 8,000+ customers across international markets using ITIL-based incident and change management to maintain service quality and continuity.
Computer Support Technician • 2021 - 2025
Delivered technical support and escalations for 350+ users including executives, ensuring SLA-based resolution in line with ITIL incident management.
Field IT Technician • 2019 - 2021
Delivered remote and on-site IT support across 1,500 pharmacy locations in Ontario, ensuring service continuity and adherence to incident management practices.
Production Line Supervisor / Desktop Technician • 2016 - 2019
Supervised and mentored a team, ensuring compliance with company policies and procedures while driving service quality and ITIL-aligned processes. Provided desktop and laptop support.
• 2023
• 2024
• 2025
• 2020
• 2019
• 2019