Abdullahi Jama
Service Desk Analyst
Hamilton,ON
Summary
IT professional with 4–5 years of experience in system administration, service desk support, and IT automation. Adept at optimizing workflows through scripting, troubleshooting complex IT issues, and implementing process improvements. Passionate about leveraging technology to enhance healthcare IT operations. Proven ability to standardize procedures, improve system reliability, and contribute to a collaborative, high-performance team environment.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
HIS Service Desk Analyst
Niagara Health System
12.2024 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
HIS Go Live Support
Niagara Health System
11.2024 - 12.2024
- Provide real-time at-the-elbow support to clinicians, nurses, physicians, and administrative staff during the Cerner EHR go-live phase.
- Assist end-users with system navigation, documentation, order entry, and troubleshooting common issues.
- Identify and escalate system errors, workflow inefficiencies, and user concerns to the appropriate support teams.
- Document and track issues, resolutions, and user feedback for continuous improvement.
Tier 2 Service Desk Analyst
Concentrix
09.2018 - 08.2024
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Installed and configured operating systems and applications.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
Education
Bachelor of Science - Digital Health
Mohawk College
Hamilton, ON 01.2023 - Current
Skills
- Software Support
- Automation & Scripting (Python, Bash, Java)
- Healthcare Information Systems (HIS Tier 1)
- IT Infrastructure & Troubleshooting
- Active Directory & User Management
- Security & Compliance Best Practices
- Service Desk & End-User Support
Timeline
HIS Service Desk Analyst
Niagara Health System
12.2024 - Current
HIS Go Live Support
Niagara Health System
11.2024 - 12.2024
Bachelor of Science - Digital Health
Mohawk College
01.2023 - Current
Tier 2 Service Desk Analyst
Concentrix
09.2018 - 08.2024
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