Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ABDALLAH EGHNAIM

Milton,ON

Summary

I am a Multi-talented Computer programmer that is knowledgeable with Information systems with experience in the IT industry. Coupled with excellent skills in both front and back end development and their implementations makes me a unique candidate for any position in the IT industry. I am also a True team player with strengths in adaptability and accuracy. An enthusiastic technical professional with complete understanding of the entire software development lifecycle. Highly trained in Software fundamentals, IT infrastructure and Network engineering and known for meeting expectation while also maintaining client satisfaction.

Overview

3
3
years of professional experience
1
1
Certification

Work History

End User Experience IT Analyst

Ministry of Government and Consumer Services
02.2024 - Current
  • Provided expert support, troubleshooting complex technical problems for end-users in a timely manner to ensure all of the OPS's SLAs are met.
  • Troubleshoot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
  • Implement OPS approved solutions to client's Computer and applications to meet unique needs.
  • Resolve IT tickets using technical expertise , including issues with VPN, software applications (internal and external), hardware, and software (e.g., Adobe pro , reader and CC).
  • Used my proficiency in office 365 apps to assist clients with any of their day to day office requirements.
  • Assisted clients with macOS devices (Eg. macbook).
  • Provide technical services to support system projects for the investigation of new technology developments.
  • Delivered excellent customer service by communicating effectively with non-technical clients, simplifying complex concepts for easy understanding.

IT Service Desk Analyst

Ministry Of Government And Consumer Services
02.2023 - 02.2024
  • Respond to inbound contacts, primarily phone but also LiveChat and email
  • Collect contact and other information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems.
  • Diagnose and identifying problems utilizing my own IT knowledge and trouble shooting skills as well as tools from a knowledge management system, using specialized hardware and software tools.
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN).
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support, and assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
  • Assign unresolved requests to the appropriate next level of support.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst.
  • Provide technical services to support system projects for the investigation of new technology developments.

IT Support Officer ( Co-op)

Ministry Of Government And Consumer Services
09.2022 - 01.2023
  • Took calls daily in the ICEbar Customer Service queue to take calls and route them or solve their issues.
  • Troubleshooting client’s hardware/software issues onsite and remote.
  • Used different in-house software created by OPS to deliver quick effective technology solutions.
  • Used MS office Proficiency to deliver solutions to employees and their different system issues.
  • Collected contact and other information from Clients (OPS and non-OPS), open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems.
  • Diagnose and identifying problems utilizing my own IT knowledge and trouble shooting skills. Also implemented solutions provided in OPS knowledge base articles , using specialized hardware and software tools.
  • Provided assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment.
  • Assigned unresolved requests to the appropriate next level of support.
  • Provide technical services to support system projects for the investigation of new technology developments.

Data Entry / Store Keeper

Halton Region
06.2022 - 09.2022
  • I arranged all the vaccine supplies (needles , Gauze, syringes and more) within the Clinic’s Stores room
  • Signed off on deliveries
  • Scanned items and maintained electronic records of all the stock onsite in each clinic
  • Meeting with Stores management weekly to inform them of weekly operations
  • Assisting Clinic staff to find all the required equipment.

Security Liaison

Halton Region
02.2022 - 06.2022
  • Answered alarms, investigated disturbances, and contacted law enforcement personnel in response to escalate certain situations
  • Provided basic first aid and CPR to individuals in need of medical care until arrival of emergency medical personnel
  • Managed and positioned multiple Security Guards in the Covid-19 clinic to maintain compliance of safety for Clinic staff
  • Ensuring COVID safety measures were adhered to by employees and clients taking vaccines
  • Daily occurrence reports and notes where sent to Project Coordinator
  • Oversaw premises, including entry and exit of approximately up to 600 employees and visitors daily
  • Opening and closing procedures were executed daily
  • Traveled to different clinics across the Halton Region.

Education

Diploma - Computer Programming

Sheridan College
Oakville, ON
04.2023

Investigations diploma -

Sheridan College
Brampton, ON
12.2018

Skills

  • Work well in a team environment
  • Create Wireframes that will help drive the design and development
  • Efficiently work in Microsoft teams to collect and gather data on product via interviews and surveys
  • Agile development methods to create a consistent and realizable product
  • With multiple team projects in Java
  • Constantly learning and developing new Computer skills
  • Never afraid to build on criticism or feedback
  • Proficiency in Written Communications such as report writing
  • Dealing with customers and co-workers in a friendly yet efficient manner
  • Created , worked and resolved tickets through ticketing system
  • Networking (Router and Switch configuration)
  • Knowledgeable in Linux/ macOS/ Windows Operating Systems
  • Kali Linux (penetration testing and ethical hacking )
  • Java SE, JavaFX, and java Enterprise are a strong suit
  • Hands on experience in JAVASCRIPT, CSS, HTML Framework :
  • Multiple Websites created using some animations frameworks (CSS, threejs library )
  • UI design / data gathering (using forms)
  • Websites with responsive layouts and grids (available on GitHub )
  • Can manage relational or non relational databases with MySQL, MonogoDB or MSSQL competancy
  • Server-side proficiency with PHP, NET suite, and C#
  • Employee Computer Support
  • Created a database using primarily PHP and SQL (available on GitHub)
  • Customer Service Expertise
  • Account Management
  • Desktop Support
  • Data Recovery
  • Windows 10
  • Apple IOS
  • User Experience
  • Troubleshooting and Assistance
  • MS Office Proficiency
  • Call Center Operations
  • Java Full Stack
  • PC Component Diagnostics
  • Issue Troubleshooting
  • Linux Programming and Administration
  • Microsoft Windows and Office
  • Software Evaluation
  • UNIX Shell Scripting

Certification

PI - Certified Private Investigator Security License - valid till 2023 Standard First Aid -valid till 2024 CPR C - Valid till 2024

Timeline

End User Experience IT Analyst

Ministry of Government and Consumer Services
02.2024 - Current

IT Service Desk Analyst

Ministry Of Government And Consumer Services
02.2023 - 02.2024

IT Support Officer ( Co-op)

Ministry Of Government And Consumer Services
09.2022 - 01.2023

Data Entry / Store Keeper

Halton Region
06.2022 - 09.2022

Security Liaison

Halton Region
02.2022 - 06.2022

Diploma - Computer Programming

Sheridan College

Investigations diploma -

Sheridan College

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ABDALLAH EGHNAIM