Hi, I am Jason Tizhoosh

IT professional

based in Toronto

A passionate IT professional with over 2 years of customer service experience, adept in troubleshooting, software installation, and network configuration across Windows/Linux environments. Demonstrates strong teamwork and communication skills, fluency in Farsi, and excels in fast-paced problem-solving scenarios. Eager to learn and experiment with new technologies, with meticulous attention to detail ensuring accuracy and efficiency in all tasks.

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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

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

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

Customer Service Representative - Administration Assistant Mar 2020 – Sep 2020 ReMax One Realty │Mississauga, Ontario
● Provided fast-paced Help Desk phone support, server support, and customer service
● Responded to telephone inquiries from customers and associates, ensuring quality service regarding listings
● Delivered strong customer service through effective verbal communication
● Helped train new hires on the company's policies, operations, and day-to-day responsibilities

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 Performer Award

Npower Canada, Toronto, ON Oct 2020

Empowering Others Award

Npower Canada, Toronto, ON Nov 2020