FRANCISCO OIRA
3178 East 47th Avenue, Vancouver, BC V5S 1C6 |- |-Versatile, collaborative and experienced Information Technology & Customer Service Professional with a career’s worth
of success resolving and troubleshooting technical issues for diverse user bases. Recognized as a resilient and organized
decision maker, able to prioritize a high volume of support tickets while remaining continuously available across a robust
IT infrastructure. Able to work effectively with technical and non-technical associates, and communicate solutions clearly.
CORE SKILLS & COMPETENCIES
Ticket Management & Response
Remote & Direct Support
Departmental Projects
Customer Service
Verbal & Written Communication
Incident and Problem Analysis
Troubleshooting & Resolution
Professionalism & Integrity
Hardware/Software Configuration
Organizational Collaboration
Time & Task Prioritization
Documentation & Reporting
NOTABLE TECHNICAL PROFICIENCIES
Platforms:
Windows XP / 7 / 8 / 10, Windows Server 2008/ 2012 / 2016, MacOS, iOS, Android, Chrome OS
Mobile devices (iPhone, Android & Blackberry), Tablets (iPad, Android & Microsoft),
Desktops & Notebooks (Dell, HP, Asus & Acer), Macs, Printers, Scanners, Routers
Applications: Microsoft Office 365, Google Apps Suite, Connect Wise, Zendesk, Active Directory, Exchange, VPN
Hardware:
PROFESSIONAL EXPERIENCE
TECHNICAL SUPPORT SPECIALIST | Place One Systems
2018
Provide phone and/or e-mail based support for users across 50+ client sites in the Lower Mainland. Managed all
tickets in a swift and communicative manner.
Facilitate the setup of all hardware including workstations, servers, printers, mobile devices, networking assets,
across various client sites and provide remote support for each location.
Manage information from the ticketing system, adhering to policies around response time and resolution time for
each ticket. Demonstrate a self-starting and proactive mindset to deliver time-sensitive solutions and responses.
Diagnose and troubleshoot issues in a communicative manner, asking probing questions to the users to determine
the root cause of the technical issue. Actively hone an instinct for understanding issues with minimal technical
conversation
SYSTEM SUPPORT REPRESENTATIVE | YMCA of Greater Vancouver
2014 – 2017
Provide remote and onsite support for internal users across 300+ workstations. Ensure the swift resolution of issues
across all the major operating centres encompassing childcare sites, fitness centers, and other YMCA facilities.
Setup of all non-server hardware across all YMCA locations in British Columbia.
Collaborate with a team of System Support Representatives at various levels, as well as the Director of IT, Office
Manager, and other stakeholders. Remain continuously available and supportive to all in departments including
Recruitment and Human Resources.
Managed the migration of the organization’s 1,500+ users from Google to Office365, and provided support to
enable users to perform their functions with the new platform, ultimately renewing operational stability.
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FRANCISCO OIRA
3178 East 47th Avenue, Vancouver, BC V5S 1C6 |- |-
PROFESSIONAL EXPERIENCE (continued)
HELP DESK SUPPORT | Fraser Academy – Vancouver, BC
2009 – 2013
For this academic institution for kids with language-based learning disabilities, grew from an initial practicum to
become an office assistant supporting the IT department, and eventually become an acting IT manager for the
institution and its 80+ staff and 200+ students annually.
Resolved issues across the institution in-person, by phone or by e-mail in order to identify the root cause of issues.
Set up workstations for use by a child audience, including speech recognition software and other specialized tools
suited to the audience and their tutors. Configured and customized systems for each individual based on their
special needs, consulting with the school’s counsellors to determine all requirements prior to initiation of studies.
Prospected vendors and secured all necessary hardware for Fraser Academy’s technical services, within the
confines of a constrained technology budget.
Updated the school database to generate reports on class lists, budgets, and other vital information for
government funding and other purposes. Maintained the integrity and confidentiality of all information.
Embraced leadership responsibilities as an educational resource and mentor for volunteers. Empowered individuals
to grow and learn in a technology-centric academic institution.
Earlier Noteworthy Career Experience:
TABLE GAMES DEALER | Edgewater Casino, Vancouver, BC
2006 – 2009
TECHNICAL SUPPORT REPRESENTATIVE | NCO Group, Surrey, BC
2004 – 2005
FORMAL EDUCATION
BACHELOR OF COMMERCE | Athabasca University – Edmonton, AB
2018 – Present
NETWORK SYSTEMS ADMINISTRATOR DIPLOMA | CDI College – Burnaby, BC
2008 – 2009
HIGH SCHOOL DIPLOMA | St. Thomas More Collegiate – Burnaby, BC
1997 – 2002
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