Philip Tam

Circle of Care – Sinai Health

• Provided desktop and technical support to clients through phone, email, remote access, and in-person assistance. • Investigated and resolved operational incidents and service requests, identifying root causes and implementing solutions. • Administered Active Directory access controls and supported authentication and endpoint services. • Documented findings and created technical documentation and support guides to improve knowledge sharing. • Collaborated with IT teams to escalate issues and support incident and problem management processes.

Staples Canada HQ

• Delivered desktop support and technical support services to over 500 enterprise users using ServiceNow ticketing. • Investigated and resolved issues involving VPN, Citrix, MFA, and application access, restoring services quickly. • Assisted with incident investigation and root cause analysis using system alerts and operational logs. • Coordinated with infrastructure and security teams to support IT incident management and service restoration. • Organized and prioritized daily support requests to ensure timely resolution and service delivery.

IBM Customer Solution Centre

• Diagnosed and repaired desktop and monitor hardware within high-volume operational environments. • Performed secure data wipes and system imaging following customer and compliance requirements. • Ensured systems met operational standards prior to deployment.

CDI Computer Dealers

• Built and upgraded desktop systems, installing hardware components and configuring operating systems. • Created and deployed standardized Windows images for institutional environments.

City of Toronto

• Supported IT asset management and assisted staff with system setup and troubleshooting. • Delivered clear instructions and guidance to ensure proper use of equipment and adherence to processes.

Graduate Certificate in Cloud Architecture & Administration

Bachelor of Commerce in Business Technology Management

Ministry of Transportation