Ayman Achak
Hamilton,ON
Summary
Hardworking and detail-oriented professional with comprehensive experience in IT systems, network management, and end-user support. Skilled at anticipating and adapting to evolving technical and business demands, quickly prioritizing and realigning tasks to meet critical needs.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Service Desk IT Technician
Campucom
12.2024 - Current
- Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution.
- Managed Citrix Virtual Apps and Desktops, resolving performance issues and optimizing session management for end users.
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
- Communicates with customers at all levels of technical and non-technical skills sets.
- Administered Microsoft Exchange via Exchange Admin Center, managing user mailboxes, distribution groups, and email policies.
CO-OP in End User IT Experience Analyst
Government Ministry of Ontario
01.2024 - 08.2024
- Handled various tasks within Azure and Intune, optimizing users and devices across the ministry.
- Delivered exceptional customer service by promptly resolving over 95% of inquiries, with a total of 65 extremely satisfied surveys.
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
- Delivered service levels in line with agreements by coordinating on-site support or remote assistance.
- Delivered expert-level Tier 2 technical support, addressing complex software and system issues.
- Resolved 400+ tickets providing effective support.
Computer Network Technician
Biwater Maroc SA
11.2018 - 07.2020
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Troubleshot hardware and software to determine and rectify network problems.
- Identified and immediately resolved issues with network devices.
- Ran cabling and installed data drops for new node installations.
- Installed cabling, wireless routers, and telephone systems for data communications networks.
Internship in Computer Networking and System
MohammedVI for the Reintegration of Prison Inmates
01.2019 - 11.2019
- Installed and configured various technologies, including firewalls such as FortiGate and PfSense, ensuring network security and efficiency.
- Managed VLAN traffic and optimized bandwidth allocation, improving network performance and reducing congestion.
- Set up a two-factor authentication (2FA) server using LinOTP, enhancing security for user authentication.
- Deployed and configured an OpenVPN server and client connections, ensuring secure remote access for users.
- Provided network support services for critical infrastructure, including servers, routers, switches, and other hardware.
Education
Associate of Applied Science - Computer Systems Technician - Network Systems
Mohawk College of Applied Arts And Technology
Hamilton, Canada 05.2001 -
Bachelor of Science - System And Computer Networks Engineering
Faculty of Sciences Ibn Tofail
Kenitra, Morocco 05.2001 -
Certificate of Technical Studies - Training in CCNA Routing And Switching - CISCO
Union IT Services
Casablanca, Morocco 05.2001 -
Associate of Applied Science - Technician Diploma Specialized in Computer Network
Specialized Institute of Applied Technology
Rabat, Morocco 05.2001 -
Skills
Technical Troubleshooting
Customer Service Support
Networking and Systems administration
Security and Firewalling configuration
Teamwork and leadership
Problem-solving
Virtualization technologies
Linux server management
Router configuration
Hardware installation
Active directory administration
User and group management
Microsoft Azure experience
TCP/IP
Timeline
Service Desk IT Technician
Campucom
12.2024 - Current
CO-OP in End User IT Experience Analyst
Government Ministry of Ontario
01.2024 - 08.2024
Internship in Computer Networking and System
MohammedVI for the Reintegration of Prison Inmates
01.2019 - 11.2019
Computer Network Technician
Biwater Maroc SA
11.2018 - 07.2020
Associate of Applied Science - Computer Systems Technician - Network Systems
Mohawk College of Applied Arts And Technology
05.2001 -
Bachelor of Science - System And Computer Networks Engineering
Faculty of Sciences Ibn Tofail
05.2001 -
Certificate of Technical Studies - Training in CCNA Routing And Switching - CISCO
Union IT Services
05.2001 -
Associate of Applied Science - Technician Diploma Specialized in Computer Network
Specialized Institute of Applied Technology
05.2001 -
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