Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Amir-Hossein Khademi

Toronto

Overview

6
6
years of professional experience
1
1
Certification

Work History

End User Services, Technical Specialist

Interac
09.2024 - Current
  • Performed day-to-day operations by addressing customer issues, ensuring users were consistently informed of status updates and resolutions through ServiceNow (SNOW).
  • Utilized a range of troubleshooting tools to effectively resolve customer issues both on-site and online.
  • Packaged software and created custom groups in Microsoft Intune to support varying business requirements.
  • Created and managed Single Sign-On (SSO) and security groups using on-premises Azure Active Directory (AD) for seamless access control.
  • End-user support and guidance across a range of services, including Microsoft 365, Exchange, Azure Cloud, Teams, and Confluence. My role involves helping users with configuration, troubleshooting, and optimizing their experience, ensuring smooth and efficient use of these platforms in their day-to-day operations.
  • Investigated and resolved technical issues by collaborating across teams, identifying gaps, and ensuring continuous improvement in customer support.
  • Actively contributed to vulnerability management as part of a small, dedicated team, utilizing Tenable to remediate vulnerabilities and meet all SLA targets across user devices (Iphone, Android, Mac and windows) as well as Azure VDI
  • Documented approximately 13 key processes handled by our team to streamline issue resolution, promote knowledge sharing, and support faster turnaround times for future cases.
  • Played a key role in preparing for the end-to-end migration from Windows 10 to Windows 11, involving thorough testing, deployment, and close collaboration with systems engineering to ensure seamless compatibility of the new OS across the organization, targeted for Q1 2025.

Sr. System Analysis

Rogers Communications
05.2022 - 09.2024
  • Collaborated with the team to ensure seamless provisioning flow, impacting 11 million customers without disruptions.
  • Managed escalations from third-party software and hardware vendors as well as product line issues, ensuring timely resolution.
  • Documented key procedures within the team, creating a resource for efficient knowledge sharing and consistency.
  • Pioneered an outage playbook, significantly improving recovery times and minimizing customer downtime across the entire portfolio.
  • Created and delivered Methods of Procedure (MOPs) to enhance platform functionality and patch both on-premises and cloud systems, addressing vulnerabilities and rolling out critical updates as needed.
  • Developed a custom automation tool for the frontline NOC team, streamlining customer profile maintenance and reducing team workload.
  • Identified potential product defects, escalating as needed and collaborating closely with engineers to provide feedback, test solutions, and ensure product reliability.
  • Executed system administration tasks, including managing file systems, user accounts and roles, system processes, and troubleshooting in Linux environments.
  • Spearheaded cross-functional projects with internal teams, meeting provisional requirements across the entire OSS portfolio.
  • Monitored system health and KPIs, maintaining a 98% success rate for platforms within the portfolio.
  • Enhanced provisioning KPIs for LTE/4G/5G, identifying and resolving bottlenecks to deliver an improved customer experience.

Cloud Platform IT Systems Administrator

IBM
05.2019 - 05.2022
  • Performed operating system installations and upgrades across multiple environments, ensuring minimal downtime and maintaining system integrity for mission-critical applications.
  • Deployed and configured cloud resources on IBM Cloud, consistently meeting stakeholder expectations by tailoring setups to specific operational needs and project requirements.
  • Provided technical support to nearly 600 customers, identifying and resolving issues within Linux and Windows systems to improve uptime and user satisfaction.
  • Played a key role in developing and maintaining IBM’s virtual cloud environments, contributing to system scalability, reliability, and streamlined resource allocation.
  • Ensured robust IT security compliance across diverse platforms, working to safeguard data and uphold regulatory standards, including HIPAA and SOC compliance.
  • Authored and implemented PowerShell and Python scripts to automate tasks within VMware environments, reducing manual workloads, minimizing human error, and enhancing team productivity by over 30%.
  • Performed critical configuration changes on Cisco CAT-OS, NX-OS, and ASA systems to enhance network performance, reliability, and alignment with operational policies.
  • Collaborated with cross-functional teams to design, implement, and review Bash and Python scripts, securing over 100 Linux and Windows systems and achieving HIPAA compliance for sensitive data handling.
  • Developed, maintained, and optimized network-related scripts, enhancing monitoring, diagnostics, and overall network security
  • Contributed to incident response processes by identifying vulnerabilities and deploying proactive solutions to mitigate potential risks within the network infrastructure.
  • Facilitated knowledge sharing by documenting configurations, procedures, and automation processes, fostering a collaborative environment and providing resources for quick issue resolution within the team.

Education

Honours Bachelor of Engineering - Software Engineering

York University
Toronto

Skills

    5 Years of technical Support

    5 years resolving customer issues

    3 years of scrum master

    2 years of Azure Cloud

Languages

Python

Powershell

Java 

C

Bash

ReactJS

XML

Certification

Reliability Security Clearance

CyberArk PAM

Terraform on AWS

Timeline

End User Services, Technical Specialist

Interac
09.2024 - Current

Sr. System Analysis

Rogers Communications
05.2022 - 09.2024

Cloud Platform IT Systems Administrator

IBM
05.2019 - 05.2022

Honours Bachelor of Engineering - Software Engineering

York University

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Amir-Hossein Khademi