Reza Ohadi
Richmond Hill,Ontario
Summary
Experienced, customer-focused IT Support Specialist with a strong background in providing efficient and personable technical support for hardware and software issues in fast-paced, global environments. Proficient in configuring, deploying, and troubleshooting macOS and Windows systems. Skilled in managing SaaS platforms like Google Workspace, Jamf Pro, and Zoom. Maintains AV setups for conference rooms and live events. Demonstrated expertise in following and enforcing IT policies and processes, managing IT asset inventory, and ensuring seamless employee onboarding and offboarding experiences. Adept at utilizing ticketing systems such as ServiceNow to track and resolve issues with a high first-call resolution rate.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Fillware Technologies
03.2024 - Current
- Provided client-facing support via remote desktop tools (e.g., RDP, TeamViewer), resolving technical issues with a 95% first-call resolution rate
- Implemented ITIL-compliant incident management practices, reducing ticket resolution times by 20%
- Utilized help desk software, including ServiceNow, to track and manage client issues, ensuring consistent SLA compliance
- Developed technical documentation and FAQs, reducing ticket escalation by 35%
- Adapted to tight deadlines and high-pressure situations, ensuring seamless business operations
- Key Projects: Developed and implemented ITIL-compliant incident management processes, reducing ticket resolution times by 20%
- Created a technical FAQ and documentation system, cutting ticket escalations by 35%
- Key Achievements: Maintained a 95% first-call resolution rate, ensuring high client satisfaction
- Successfully onboarded and offboarded over 50 employees, streamlining SaaS access provisioning
IT Support Volunteer
Trucare clinic
12.2023 - 03.2024
- Resolved software and hardware issues with POS systems, inventory management, and prescription software at TruCare Clinics
- Provided basic IT training to pharmacy staff, enhancing their efficiency with the systems
- Organized digital records, set up secure backups, and improved network systems for optimal performance and Cabling
End User Support Technician
National Elite Federation
05.2020 - 11.2023
- Partnered with cross-functional teams to improve system workflows, enhancing collaboration, and minimizing downtime for end-users
- Trained users on system updates and IT best practices, leading to a 25% reduction in recurring issues
- Key Projects: Led a system workflow optimization initiative, improving collaboration and reducing downtime
- Designed a remote desktop configuration system that ensured seamless access across platforms
- Key Achievements: Reduced recurring technical issues by 25% through user training programs
- Consistently earned user praise for simplifying complex technical concepts
Education
Bachelor of Software Engineering - Engineering Faculty
Karaj Azad University
01.2014
Skills
- Troubleshooting
- ITIL Framework
- ServiceNow
- L2/L3 Support
- IT Support
- System Administration
- Windows
- MacOS
- Linux
- Active Directory
- Office 365
- Incident Management
- Microsoft Teams
- Cisco Webex Support
- Configuration
- Performance Monitoring
- Issue Resolution
- Networking
- Security
- DNS
- DHCP
- Firewalls
- Network Troubleshooting
- Automation
- Scripting
- PowerShell
- Workflow Automation
- Technical Documentation
- Reporting
- System Performance Tracking
- Knowledge Base Development
Websites
Languages
English
Full Professional
Persian
Native or Bilingual
Certification
- CompTIA A+ Certification
- Microsoft Azure AZ-900 (Cloud Fundamentals)
- Advanced PowerShell (LinkedIn Learning)
- Digital Logic Circuits – Tehran University
- ITIL Foundation (Planned/Upcoming)
Timeline
IT Support Analyst
Fillware Technologies
03.2024 - Current
IT Support Volunteer
Trucare clinic
12.2023 - 03.2024
End User Support Technician
National Elite Federation
05.2020 - 11.2023
Bachelor of Software Engineering - Engineering Faculty
Karaj Azad University