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Xuanbo Guo - IT Support Engineer

[email protected]

Location: Vancouver, British Columbia, Canada

Relocation: Open to Any Location

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Xuanbo Guo Field IT Support Technician | IT Support Analyst Greater Vancouver, Canada | +1 (236) 858-3330 | [email protected] PROFESSIONAL SUMMARY Field IT Support Technician with 5+ years of hands-on IT support experience providing onsite and remote desktop support in fast-paced enterprise environments. Strong expertise supporting Windows 10/11 and macOS, imaging and configuring laptops/desktops, resolving post-deployment issues, and delivering high-quality walk-up and VIP support. Proven ability to manage IMAC activities, asset lifecycle, hardware refreshes, printer support, and inventory tracking while maintaining excellent customer service and SLA compliance. CORE COMPETENCIES Desktop & Field IT Support (Onsite / Remote) Windows 10/11 & macOS Support Laptop/Desktop Imaging & Deployment IMAC (Install, Move, Add, Change) Hardware Break-Fix & Troubleshooting Printer Installation & Network Printing Asset Management & Inventory Tracking New Hire IT Onboarding ServiceNow / Ticketing Systems VIP / Executive Support Audio-Visual (A/V) Setup & Support Vendor & Depot Coordination Customer Service & End-User Support TECHNICAL SKILLS Operating Systems: Windows 10/11, macOS (MacBook, iMac), Linux (basic) End-User Support: Desktop & laptop setup, software installation, OS imaging, post-deployment troubleshooting, device refreshes Hardware & Peripherals: Laptops, desktops, docks, monitors, printers, mobile devices, headsets, webcams Networking (Basic): TCP/IP, Ethernet, Windows networking, printer queues, connectivity troubleshooting Productivity Tools: Microsoft Office (Outlook, Excel, Word, Teams) IT Operations:Ticketing systems, asset tagging, inventory reconciliation, hardware assignment records PROFESSIONAL EXPERIENCE Microsoft DevOps / Operations Engineer | Canada | Mar 2022 Present Delivered onsite and remote IT support for employees, including walk-up desk support and executive (VIP) users Imaged, configured, and deployed Windows laptops and macOS devices for new hires and hardware refresh programs Performed IMAC activities including workstation moves, hardware swaps, peripheral adds, and system changes Troubleshot post-deployment issues across Windows, macOS, printers, and mobile devices Installed, configured, and supported network printers, resolving queue, driver, and connectivity issues Coordinated hardware replacements, warranty repairs, and out-of-warranty service with vendors and depot teams Managed asset lifecycle: tagging, inventory updates, redeployment, reclamation, and secure disposal Supported audio/video setups, meeting room equipment, and health checks Opened, tracked, and resolved incidents and service requests to closure while meeting SLAs Maintained accurate hardware assignment records and produced weekly inventory and asset movement reports AGA FinCorp Inc IT Support, | USA | Remote | Jan 2021 Sep 2021 Provided desktop and application support for distributed employees in a fast-paced environment Supported Windows systems, user accounts, software installations, and access issues Assisted with device provisioning, data backup coordination, and user onboarding Troubleshot hardware, OS, and application issues through structured problem isolation Documented resolutions and contributed to internal knowledge base articles American Worldwide Logistics Software / Operations Engineer | USA | Remote | Aug 2019 Oct 2020 Supported end-users with desktop, laptop, and software issues across multiple locations Assisted with hardware refresh cycles, ensuring minimal downtime for business users Coordinated shipping, device tracking, and inventory updates for IT assets Provided excellent customer service in a ticket-based support environment Ensured compliance with IT policies and standard operating procedures EDUCATION & CERTIFICATIONS BBA, Supply Chain Management Temple University AWS Certified Solutions Architect Associate VMware VCP / NSX-T (Planned) ITIL Foundation (Planned) Keywords: information technology