IT Support Analyst & Technical Problem-Solver
patient, resourceful, and obsessed with clarity.
I help people feel confident with their technology
whether that means fixing issues, simplifying processes, or
creating better workflows.
precision + empathy
My journey in IT started from a simple curiosity: why things break and how to make them work better for people. Since then, I’ve built a foundation that mixes technical support, customer experience, and problem-solving across academic, enterprise, and small business environments.
I’ve supported users at McMaster University’s UTS Service Desk, contributed clearer documentation, resolved daily Windows/macOS issues, and even built internal tools to make workflows easier. What motivates me is simple... helping someone move from stressed to relieved with a fix that actually makes sense.
support that feels calm, clear, and human
Hover for subtle motion • press 1–3 to play with themes.
Tiny helpers I’d reach for during a call — built with simple JavaScript.
I never ask for real passwords — but I can help users test stronger patterns.
Waiting for you to type…
Useful when a caller isn’t sure if they’re on Windows, macOS, or something else.
A playful mock ping test to explain latency in human language.
No ping yet — click the button.
Switch view:
small experiments → real impact
Rebuilt my service website, refined messaging, and optimized ads... resulting in a ~35% increase in qualified leads and clearer expectations before booking.
Resolved 20+ daily issues at McMaster UTS across VPN, MFA, device configuration, and software installs — all while maintaining accuracy and calm communication.
Turned scattered notes into clean SOPs and KB articles, helping analysts (and future me) solve recurring issues faster.
Earned Dean’s List in BSIT – Business Analytics. Also supported classmates at Mohawk in SQL, networking, and HTML/CSS.
Delivered consistent phone/chat/Jira support — handling 20+ tickets per day across Windows, macOS, VPN, MFA, SSO, and software troubleshooting. Contributed to clearer documentation and improved ticket accuracy.
Built and maintained a small-business tech setup: website, ads, CRM tracking, Fongo VoIP routing, and light automation for scheduling and invoicing.
Managed digital files, client data, and ServiceNow workflows while ensuring accuracy, confidentiality, and strong organization.
Focus: Networking, Security, Web Applications, Databases, IT Support.
Let’s build something thoughtful.