Abass Abdi
Ottawa,ON
Summary
Knowledgeable system administration professional current with latest trends and technical updates available. Known for effective software licensing management and SAAS subscriptions to meet budgets and reduce costs. Excellent track record of response to system problems and data management challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Farm Credit Canada (FCC)
01.2022 - Current
- Assist staff face to face, virtually, by phone or chat (Microsoft Teams)
- Resolve issues with technology through one-on-one interactions such as SCCM & VPN
- Troubleshoot a variety of First & Second-level IT support issues on different platforms and program such as Microsoft 365&Exchange, Active Directory, Microsoft Azure, Windows 2012,2016,2019, MAC & Mobile Devices
- Develop documentation for common issues and data storage
- Assisting other teams with Major issues&changes
- Tracking incidents using ServiceNow
- Monitor Apps & infrastructure using Microsoft Azure
- Managed access and enhance security with Azure Active Directory
- Onboard new users while setting them up on all systems
- Verifying user are connected to OneDrive and SharePoint.
IT Support Specialist
Office of the Superintendent of Financial Institutions (OSFI)
12.2020 - 01.2022
- Respond to client issues logging the tickets into OSFI CRM (Heat) following documented processes and standard operating procedures (SOP)
- Manage tickets through to resolution in a timely manner
- Monitor and troubleshoot Domain name systems
- Configure, monitor and support a variety of IT hardware devices and components from Desktop, Laptops, Printers, and Encrypted devices
- Support Blackberry users on usage questions and issues
- Knowledge management using Devops
- Experience Installing and supporting Microsoft Windows Server and with Windows Server 2019
- Onsite support for hardware computers
- Install, configure and support a variety of OSFI approved software and applications
- Administer, Manage and support centralized software directories
- Making sure users are in the proper domain by verifying their OU structural tree
- Administer Client access, accounts and life cycle
- Develop knowledge base articles, ensure additions to knowledge base following KCS
- Support the desktop refresh program by configuring laptops for client deployment
- Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, O365, network, smartphones/tablets, AV systems, enterprise applications/systems.
IT Support Specialist
Innovation, Science and Economic Development Canada (ISED)
12.2020 - 01.2019
- Install, maintain, and troubleshoot hardware and software at the user workstation or remotely;(MS Outlook, Connexion app, Monitors.Mykey, SAP)
- Install, monitor, upgrade and maintain Windows servers operating systems
- Supported virtualize server management software VMWare vCenter and supporting ESXi hosts
- Supported many more application such as Adobe acrobat, PDF Foxit,MS Teams, Active Directory
- Guiding user’s through any request such software request forms, hardware request forms
- Mapping drives to its proper location in File Explorer
- Install and troubleshoot network printers
- Prepare and troubleshoot Smartphone (iPhone, Android)
- Input data into the departmental incident and problem ICE tracking systems
- Contact clients to follow-up on completed calls and to determine level of user satisfaction based on follow-up questionnaire
- Troubleshooting Connectivity issues (Network outage, VPN GCSRA any connect)
- Configuring software accounts (Techsource, Lotus Notes).
IT Support Specialist
Shared Services Canada (SSC)
01.2019 - 09.2017
- Troubleshooting network issue such VPN Cisco Any connect, network outage
- Remotely Accessed to End-user computer using SSCM and IPv4 address
- Ticketing system such as HP manager (SM7)
- Supporting and maintaining backend servers
- Supported for mobile Blackberry using BES12, EMDM
- Experienced with Microsoft Exchange and BlackBerry Enterprise Server
- Maintained and administrate computers with Active Directory, Novell iManager, Micro Focus OES
- Supported others application such as SIGMA, IPRINT, Bell service Portal and Microsoft (Word, Excel, Power Point).
IT Support Specialist
Bell I.T
09.2017 - 07.2015
- Used ticketing system such as Remedy
- Installing software and applications in users computers
- Resolved issues/questions with standard software such as Microsoft
- Responding to user’s demands in a specified manner
- Microsoft Outlook, Outlook Express configuration, backup, troubleshooting.
Education
High School Diploma -
Omer-Deslauriers HS
Post Secondary Diploma - Computer System Technician
Robertson College
Skills
- Bilingual: Fluent in French and English
- Able to work under pressure
- Punctual, hardworking and social
- Work well with others and/or individually
- Trustworthy, honest and reliable
- Strong analytical and problem-solving skills
Certification
- Security Clearance Level 2
- HDI Certification
- First Aid & CPR (level C)
Languages
Fluently Bilingual (English & French)
References
References available upon request
Security Clearance
Secret
It Related Experience
7+ Years
Timeline
IT Support Specialist
Farm Credit Canada (FCC)
01.2022 - Current
IT Support Specialist
Office of the Superintendent of Financial Institutions (OSFI)
12.2020 - 01.2022
IT Support Specialist
Innovation, Science and Economic Development Canada (ISED)
12.2020 - 01.2019
IT Support Specialist
Shared Services Canada (SSC)
01.2019 - 09.2017
IT Support Specialist
Bell I.T
09.2017 - 07.2015
High School Diploma -
Omer-Deslauriers HS
Post Secondary Diploma - Computer System Technician
Robertson College
- Security Clearance Level 2
- HDI Certification
- First Aid & CPR (level C)
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