Hi, I am Jason Tizhoosh
IT professional with 5+ years of support and customer service experience across Windows/Linux environments. Skilled in troubleshooting, software installation, and network configuration with proven success in fraud detection, SaaS support, and IT service desk roles. Strong communicator (fluent in Farsi) with a track record of high client satisfaction and performance recognition
Technical Skills
Operating Systems: Windows, Android, iOS, Mac OS, Linux (RedHat, Kali Linux, Linux Mint) – proficient in assembly, configuration, and troubleshooting across platforms Programming Languages: Proficient in Python; familiar with scripting for automation and data analysis Applications: ServiceNow, Microsoft Office 365, Salesforce, SAP, Workflowgen, GanttProject, Metasploit, Burp Suite Tools: SQL databases, VMware, VirtualBox, G Suite by Google, Packet Tracer, MobaXterm, Wireshark, Cain and Abel, Nmap, Splunk, Azure, AWS – skilled in virtualization, desktop imaging, and deployment Networking: Knowledge of IPv6, network topologies, installing wireless and SOHO networks, and mobile device installation/configuration, with a focus on security principles and practices Project Management: Agile, Waterfall, Trello, Scrum, and Gantt Charts
Education & Certifications
Google IT Professional Certification Dec 2020
Junior IT Analyst Program
NPower Canada │ Toronto, Ontario
14-week in-class training with hands-on experience including:
● Assemble computer components based on customer requirements
● Install, configure, and troubleshoot: hardware and software components
● Install, configure, and troubleshoot: Windows, iOS, Android, and Linux operating systems
● Networking basics: IPv4, IPV6, network topologies, installing wireless and SOHO networks, Security/forensics
● Mobile device installation/configuration: Laptops, smartphones, tablets
● Basics of virtualization, desktop imaging, and deployment
● Network Services and Cloud Computing
● Implementing preventive maintenance measures on workstations
● Customer support
● ServiceNow Foundations Training
Computer Systems Technology | Jan 2025 |
Seneca Polytechnic Toronto, Ontario
CompTIA A+ | In progress
Work Experience
Identity Theft Response Jan 2025 – Current
CIBC │ Remote
● Monitored and analyzed client transactions across credit cards and various banking channels to detect potential fraud or unusual activities, ensuring prompt identification and mitigation of identity theft incidents
● Conducted in-depth investigations into suspected fraudulent applications, account takeovers, and unauthorized payments by contacting applicants, employers, branches, financial institutions, and credit bureaus to determine legitimacy and prevent financial losses
● Exercised critical thinking skills to inform decision-making processes, ensuring meticulous attention to detail in all investigative activities to uphold the bank’s commitment to trust, teamwork, and accountability
● Adapted to a fast-paced, high-volume environment, managing multiple cases simultaneously while maintaining a high level of accuracy and efficiency
● Maintained confidentiality and handled sensitive client data, reinforcing knowledge of data protection, compliance, and cybersecurity best practices
Customer Success & Technical Support Dec 2024 – Current
EvalSystem │ Remote
● Provided technical support and troubleshooting for SaaS platform, resolving client-reported issues and ensuring high system availability
● Acted as primary liaison between customers and engineering teams, escalating complex issues and driving timely resolution
● Monitored application performance and conducted root-cause analysis to prevent recurring incidents.
● Supported onboarding and training of clients, improving adoption rates and reducing support escalations
● Documented solutions, created knowledge base articles, and streamlined support workflows for faster case resolution
● Collaborated with product and development teams to prioritize feature requests and improve platform stability
IT Service Desk Analyst May 2024 – Dec 2024
Esri Canada │ Toronto, Ontario (Hybrid)
● Provided 1st level IT support in a timely and professional manner by phone and in person for all infrastructure and application support requests
● Performed software and hardware troubleshooting for Mac, Windows, and Linux systems to resolve issues with personal computers, peripherals, and mobile devices
● Conducted network troubleshooting, including LAN/WAN connectivity, DHCP, and DNS issues
● Managed user accounts, permissions, and access using Active Directory
● Collaborated closely with other IT team members and followed IT Service Desk guidelines for daily operations
● Monitored the IT Service Desk email account and phone line
● Managed corporate laptop builds, reimaging, and deployment
● Handled corporate mobile device management
● Conducted hardware asset tagging and SAP asset management
● Assisted with the year-end hardware asset audit process and maintained corporate hardware and software inventory
● Consistently exceeded performance metrics by breaking the company record for cases handled, achieving an average customer feedback score of 4.93 out of 5
Junior Technical Assistant Jan 2023 – Jan 2024
Alfa Plug (Apple Authorized Independent Repair and Service Provider) │Vaughan, Ontario
● Installed and configured software on laptops to optimize performance
● Diagnosed and resolved software issues on computers, ensuring smooth operation
● Updated operating systems on customers' devices and computers to enhance functionality and security
● Provided maintenance support for network problems within the store
● Executed hardware installations for network setup on computers, ensuring seamless connectivity
● Collected payments and ensuring a positive customer experience through effective communication and
support
Technical Coordinator - (project-based) Mar 2021 – July 2022 Jobi-Walnut Innovation Center │Christchurch, New Zealand
● Was tasked with coordinating the tech department working closely with the CTO to understand the needs of the company to find and engage the appropriate contractors, and communicating effectively with the development team to ensure the company objectives are met
● Worked remotely from home and organized tasks for the tech department
● Organized meetings through Zoom and Google Meet for the members of the company
● Proceed international payments (Cryptocurrencies, Paypal and Wire transfer)
● Assigned tasks to developers with specific deadlines
● Translating English to Farsi for managing the outsourced team
Customer Service Representative - Call Centre Agent Mar 2021 – June 2021 Experis-Manpower Group │Toronto, Ontario
● Worked remotely from home and responded to telephone inquiries, providing quality service to clients
● Provided information about provincial vaccination and customer service
● Responded to high call volumes from all the province of Ontario
● Booked and managed appointments for clients to get vaccinated in the portal (Provincial Vaccine Booking Line)
● Followed and updated the information every morning before taking calls
Helpdesk Analyst (contractor) Mar 2020 – Sep 2020 ReMax One Realty │Mississauga, Ontario
● Provided Tier 1 and Tier 2 technical support to end-users in a fast-paced environment, resolving hardware, software, and network issues
● Troubleshot and resolved issues related to Windows, macOS, and Microsoft Office applications
● Assisted in onboarding/offboarding processes, including provisioning devices and access rights
● Provided remote support using tools like TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP)
Volunteer Experience
IT Support & Customer Service Specialist Apr 2019 - Feb 2020
Cyrus Foundation │ Toronto, Ontario
● Spearheaded email marketing campaigns, leveraging analytics tools to track and enhance campaign performance, resulting in a 15% increase in donor engagement
● Efficiently addressed over 200 weekly inquiries, blending technical and customer service skills with an indepth knowledge of the CRM system to improve response speed and accuracy
● Engaged in professional development through IT workshops, sharpening expertise in email marketing tools, CRM software, and cybersecurity practices to protect donor information
● Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
Certifications & Awards
Monthly Customer Service Award
ReMax One Realty │ Mississauga, ON Jul 2020
Positive Attitude Award
Npower Canada, Toronto, ON Oct 2020
Top Performance Award
CIBC Canada, Toronto, ON Jul 2025
Empowering Others Award
Npower Canada, Toronto, ON Nov 2020