Confidence Emmanuel

Sales & Operational Support Specialist

Dynamic Computer Systems Technician graduate with a strong background in sales support and operational efficiency. Proven ability to leverage technology and AI tools to streamline processes and enhance customer service. Eager to contribute to a fast-paced team and drive operational success.

Toronto, ON

Projects

Language

Skills

Work Experience

Technical / Operations Lead

Upnext – Riipen ProjectRemote

May 2026 — Jun 2026

Evaluated an AI-powered SaaS educational platform as part of a multidisciplinary remote team, contributing technical analysis, project coordination, and recommendations for improvement
Analyzed platform usability, user experience, and customer engagement challenges, identifying 5 key improvement opportunities and organizing findings into practical recommendations
Collaborated effectively with team members to evaluate technical and operational requirements, organize findings, and develop practical recommendations to support product adoption and improvement
Coordinated project meetings, documentation, presentations, and deliverables while communicating with team members across different areas to keep project activities organized and on track
Presented findings and recommendations to project stakeholders, translating technical and user-experience observations into clear, actionable improvements

IT Technical Assistant

Ontario Public Service (GovTechON)Toronto

Jan 2026 — Apr 2026

Delivered frontline Tier 1 IT support to 100+ executive users across multiple Ontario government ministries, supporting Windows, Microsoft 365, Active Directory, hardware, software, applications, devices, and network connectivity
Resolved and documented 20+ weekly service desk incidents by diagnosing technical issues, prioritizing requests, applying appropriate solutions, escalating complex cases, and following up through resolution
Supported Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, email access, and collaboration tools to maintain reliable user productivity
Configured and deployed 50+ laptops, desktops, mobile devices, peripherals, software applications, and endpoint devices for onboarding, refreshes, device enrollment, configuration, and operational support
Supported Microsoft Intune, Microsoft Entra ID, and Active Directory for device management, user provisioning, user groups, permissions, account access, onboarding, and offboarding
Troubleshot VPN, authentication, MFA, password resets, account access, connectivity, hardware/software issues, and network-related problems, escalating issues beyond Tier 1 scope when required
Created technical documentation, SOPs, troubleshooting guides, and user-facing resources to improve consistency and knowledge sharing across recurring support requests

Sales Associate – Computers & Technology

Tech HavenToronto, ON

Dec 2023 — Aug 2024

Translated abstract infrastructure concepts (network speeds, processing bounds, hardware compatibility) into actionable advice for retail and corporate buyers
Performed initial staging, bare-metal hardware configuration, custom PC assembly, component benchmarking, and fundamental OS troubleshooting for end-user systems

Projects

Digital Adoption & Change Management Contributor

Ontario Public Service (GovTechON) | 2026

Azure Multi-Region Infrastructure Deployment

Seneca Polytechnic | 2026

Skills

Sales SupportOperational CoordinationTech OptimizationCustomer ServiceAI Tools Integration

Education

Diploma, Computer Systems Technician

Seneca Polytechnic

Jan 2025 — Aug 20263.8 / 4.0

Languages

English

Fluent

References available upon request.