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  "basics": {
    "name": "Confidence Emmanuel",
    "label": "Sales & Operational Support Specialist",
    "summary": "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.",
    "location": "Toronto, ON",
    "profiles": [
      {
        "network": "LinkedIn",
        "username": "ceandrea",
        "url": "https://linkedin.com/in/ceandrea"
      }
    ]
  },
  "work": [
    {
      "company": "Upnext – Riipen Project",
      "position": "Technical / Operations Lead",
      "location": "Remote",
      "startDate": "2026-05",
      "endDate": "2026-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Ontario Public Service (GovTechON)",
      "position": "IT Technical Assistant",
      "location": "Toronto",
      "startDate": "2026-01",
      "endDate": "2026-04",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Tech Haven",
      "position": "Sales Associate – Computers & Technology",
      "location": "Toronto, ON",
      "startDate": "2023-12",
      "endDate": "2024-08",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "Seneca Polytechnic",
      "degree": "Diploma",
      "field": "Computer Systems Technician",
      "startDate": "2025-01",
      "endDate": "2026-08",
      "score": "3.8"
    }
  ],
  "skills": [
    "Sales Support",
    "Operational Coordination",
    "Tech Optimization",
    "Customer Service",
    "AI Tools Integration"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Fluent"
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  "projects": [
    {
      "name": "Digital Adoption & Change Management Contributor",
      "description": "Ontario Public Service (GovTechON) | 2026",
      "highlights": [
        "Selected to contribute to the Digital Adoption & Change Management team, supporting Microsoft Copilot and AI adoption through user-focused resources, prompting guidance, presentations, and digital adoption initiatives."
      ]
    },
    {
      "name": "Azure Multi-Region Infrastructure Deployment",
      "description": "Seneca Polytechnic | 2026",
      "highlights": [
        "Designed and deployed a multi-region Azure environment across Canada Central and Spain Central, configuring virtual networks, subnets, virtual machines, load balancing, backend pools, health probes, and connectivity testing."
      ]
    }
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    "yearsOfExperience": 0,
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    "highestEducation": "Diploma"
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