Abdillahi Abdillahi
Senior IT Support
Ottawa,ON
Summary
Bilingual and skilled Senior IT professional looking for a position within an organization in an IT security or technical support role.
Overview
5
5
years of professional experience
Work History
SENIOR ENTERPRISE SERVICE DESK CONSULTANT
SSC | GOVERNMENT OF CANADA
03.2022 - Current
- Analyze every ticket being handled to have a proper understanding of what is being asked / reported to assign / escalate to the appropriate support Group
- Resolve client’s password resets requests for a few environments such as ECD, InfoWeb , Mainframe, and Siebel
- Help clients concerning the requests and incidents handled at the Enterprise Service Desk
- Maintain records and ensures completion of tickets filed in the Information Technology Service Management (ITSM) systems Ensure the incident coordinators are kept informed on High, Critical, Heightened Awareness & Emergency Response state incidents
- Acquire and maintain knowledge of the new policies, products, services and systems being developed Identify recurring incidents and escalates them to the Team Leads
- Monitor and handle the e-mail received in the SSC mailboxes
- Provide quality checks on incidents being resolved by the SSC GOP/ESD as well as other support groups for legacy tickets.
Information Officer
Scotiabank
Ottawa, ON
12.2019 - 03.2021
- Researched account information regarding deposits and transactions
- Assisted customers on the phone by answering banking questions and recommending solutions
- Verified amounts and integrity of every check or funds transfer
- Conducted special service and account transactions for customers, including ordering new cards and placing stop payment orders.
Technical Support Representative
Smash Media Agency
Ottawa, ON
07.2018 - 01.2021
- Supported Smash Media Agency customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Expanded systems with new features and structural components
- Built and cultivated strong network of lucrative clients
- Troubleshot and resolved problems with programs and systems
Education
Bachelor Of Science -
Pharmacy Technician Herzing College
01.2006
Skills
- Document management
- Program coordination
- Interdisciplinary teamwork
- Quality improvements
- Data management
- Problem resolution
- Reliable and trustworthy
- Microsoft Office
- Troubleshooting
- Communication
- Friendly, positive attitude
- Critical thinking
Timeline
SENIOR ENTERPRISE SERVICE DESK CONSULTANT
SSC | GOVERNMENT OF CANADA
03.2022 - Current
Information Officer
Scotiabank
12.2019 - 03.2021
Technical Support Representative
Smash Media Agency
07.2018 - 01.2021
Bachelor Of Science -
Pharmacy Technician Herzing College
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