Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Asser Mascud

Etobicoke,ON

Summary

Astute Applications Analyst / AWS Certified Cloud Practitioner with over 5-6 years of experience in the information technology industry. Adept in performing troubleshooting, maintenance and optimization of many software applications. Helpful and dedicated professional providing training and database support to facilitate operational success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Application Analyst

Transunion
Burlington
08.2021 - 08.2023
  • Monitored log files for errors or anomalies that could affect application performance.
  • Utilized Remedy Ticketing System to Log, prioritize, troubleshoot, route and monitor all support incidents or questions relating to the applications supported.
  • Troubleshot existing applications and identified areas for improvement or enhancement.
  • Performed unit testing on new or modified programs prior to production deployment.
  • Worked closely with end-users to understand their needs and ensure satisfaction with application features.
  • Provided training sessions on how to use various software applications.
  • Created reports using SQL queries to analyze data trends in application usage.
  • Participated in code reviews with other members of the development team.
  • Researched, evaluated, designed, tested, implemented, configured, and maintained software applications.
  • Performed code reviews of colleagues' work in order to maintain quality standards.
  • Created detailed documentation related to application configuration and usage.
  • Consulted with other departments regarding their functional requirements when developing applications.
  • Created and executed test plans, cases and scripts while identifying issues and providing resolutions with developers.
  • Documented troubleshooting and problem resolution steps, including tracking identified defects.
  • Offered go-live support during critical activation period for smooth implementation.
  • Analyzed data systems and presented weekly reports to management.

Technical Support Specialist

ecobee
Etobicoke
07.2019 - 02.2022
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Served as level-three support escalation point for 100-member distributed support staff.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Responded to 30 individual tickets every week to provide end-user support on systems and software.
  • Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.

Technical Support Specialist

Canada Computers Services
Toronto, Ontario
01.2018 - 07.2019
  • Refurbished and recycled computers that was brought by the public.
  • Acted as the first point of contact for all computer, hardware and application related requests for IT service and support.
  • Resolved technical issues related to servers, computers, printers, computer peripheral devices and telecommunication devices.
  • Hardware checked and installed OS and Linux on all computers that came in.
  • Assisted in asset management of equipment and upgraded existing PC hardware and software with a high success rate.
  • Assessed error root causes, aiding diagnostic checks and performance investigations.

Reception Administrative Assistant

Etobicoke Dental Care
08.2016 - 12.2017
  • Answered and directed incoming calls using multi-line telephone system.
  • Greeted visitors, assessed needs and directed to appropriate personnel.
  • Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
  • Processed payments and updated accounts to reflect balance changes.
  • Maintained all financial records to verify timely clearance of all credit and debit activities.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.

Education

Junior IT Analyst Program -

Npower Canada
05.2019

Customer Care Professional Training Course -

Npower Canada
03.2017

Skills

  • Software Development
  • Performance Optimization
  • Web development
  • Software Design
  • IT service management
  • Network Administration
  • Network Security
  • Customer Support
  • Configuration Management
  • Application Analysis
  • Virtualization Technologies
  • Continuous integration
  • Incident Management
  • Python Programming
  • Troubleshooting
  • Cloud Computing
  • Data Migration
  • Incident Response

Certification

  • AWS Cloud Practitioners Certification

Timeline

Application Analyst

Transunion
08.2021 - 08.2023

Technical Support Specialist

ecobee
07.2019 - 02.2022

Technical Support Specialist

Canada Computers Services
01.2018 - 07.2019

Reception Administrative Assistant

Etobicoke Dental Care
08.2016 - 12.2017

Junior IT Analyst Program -

Npower Canada

Customer Care Professional Training Course -

Npower Canada

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