Farshid Shahrokhi

IT Specialist with hands-on experience providing Level 1 and Level 2 technical support and administering Microsoft 365, Active Directory, Microsoft Entra ID, Windows endpoints, user access, and network environments. Experienced in user lifecycle administration, MFA, endpoint deployment, Microsoft 365 services, networking, VPN, and incident resolution. CCNA and CompTIA Network+ certified, with Canadian IT experience since 2022 and ongoing studies in IT Service Management, Cloud Technologies, and Microsoft Azure.

• Active Directory
• Asset Management
• Change Management
• DHCP
• DNS
• Documentation
• Incident Management
• Microsoft 365
• Microsoft Outlook
• OneDrive
• SharePoint
• Software Installation
• TCP/IP
• Teams
• Vendor Coordination
• VLANs
• VPN
• Windows 10/11

1. IT Specialist

   Tera Century

   Jan 2022 to Present

   Toronto, ON

   • Provided Level 1 and Level 2 technical support while contributing to administration and maintenance of the company IT environment as part of a three-person IT team supporting approximately 25 endpoints. • Administered Microsoft 365 and Microsoft Entra ID user accounts, licensing, MFA, access permissions, shared mailboxes, distribution groups, and services including Outlook, Teams, OneDrive, and SharePoint. • Managed Active Directory user accounts, security groups, permissions, password resets, account provisioning, organizational units, and Group Policy configurations. • Performed employee onboarding and offboarding, including account provisioning, Microsoft 365 licensing, MFA setup, workstation configuration, application access, and account deactivation. • Configured, deployed, and supported Windows endpoints, software, printers, peripherals, user profiles, endpoint security, BitLocker, and local permissions. • Troubleshot network and connectivity issues involving TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, switches, routers, wireless access points, VLANs, and network printers. • Contributed to IT improvement initiatives including MFA deployment, Microsoft 365 configuration, endpoint deployments, network/Wi-Fi upgrades, VPN configuration, SharePoint setup, backup solutions, and security improvements. • Diagnosed and resolved hardware, software, identity, Microsoft 365, application, and network incidents while prioritizing requests based on business impact and service requirements.

2. IT Service Desk Analyst – level 2

   Respina Networks and Beyond

   Jan 2018 to Jan 2022

   Iran

   • Provided Level 1 and Level 2 technical support for enterprise users across hardware, software, applications, Windows systems, identity, and network services. • Diagnosed and resolved complex connectivity and access issues involving TCP/IP, DNS, DHCP, VPN, and enterprise network environments. • Administered Active Directory user accounts, provisioning, access permissions, security groups, password resets, and identity-related requests. • Investigated incidents, identified root causes, implemented appropriate resolutions, and escalated complex issues to infrastructure or specialist teams when required. • Managed incidents and service requests through ITSM/ticketing systems while maintaining SLA targets, service standards, and clear user communication.

3. IT Service Desk Analyst

   Respina Networks and Beyond

   Jan 2013 to Jan 2017

   Iran

   • Provided Level 1 technical support for enterprise users, resolving hardware, software, application, account, and network-related incidents. • Troubleshot TCP/IP, DNS, DHCP, VPN, Windows, and user-access issues to restore service and minimize downtime. • Managed Active Directory accounts and permissions, including password resets, user provisioning, and access updates. • Logged, tracked, prioritized, and resolved incidents using ITSM ticketing systems in accordance with SLA targets and established service standards.

1. Seneca Polytechnic

   IT Service Management & Cloud Technologies

   Toronto, ON

   Part-Time, In Progress

2. Taali University

   Bachelor of Science, Computer Science

   Iran

   2009 to 2013

• Cisco Certified Network Associate (CCNA)

• CompTIA Network+

• Microsoft Azure Fundamentals (AZ-900)