Chris Kabouchi
Ottawa
Summary
Detail-oriented and solutions-driven IT professional with a proven track record of delivering exceptional technical support to both internal teams and end users. Known for strong communication, creative problem-solving, and the ability to simplify complex issues. Equipped with deep knowledge of network infrastructure, software systems, and hardware technologies. Committed to optimizing operational efficiency, strengthening cybersecurity practices, and driving continuous improvement. Seeking a dynamic role that fosters ongoing learning, professional development, and meaningful contributions to modern IT environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Election System Support Specialist
Professional Institute of Public Service of Canada
10.2023 - Current
- Serve as the primary support and subject matter expert for PIPSC’s national election system, assisting internal users and members across Canada with onboarding, usage, troubleshooting, and issue resolution.
- Deliver personalized and group training sessions to enhance adoption and user confidence in system features.
- Administer user accounts, roles, and permissions, ensuring secure and compliant access to system data.
- Liaise between users, IT teams, and management to resolve technical and non-technical issues and escalate as needed.
- Participate in system upgrades and feature testing, including User Acceptance Testing (UAT), and communicate system changes effectively to stakeholders.
- Develop and maintain user resources such as SOPs, guides, FAQs, dashboards, and training materials.
- Generate custom reports and data extracts to support elections planning, tracking, and analysis.
- Support live elections during meetings and events, including evenings and weekends as needed.
IT Specialist
Professional Institute Of Public Service Canada
01.2022 - 10.2023
- Provided technical support to users, promptly addressing and prioritizing incoming requests related to hardware, software, networking, data recovery, and other computer technologies
- Conducted sessions and offered guidance to staff, members, and elected officials on the utilization of desktop hardware, software, and smartphones, facilitating Q&A sessions to address queries effectively.
- Designed, developed, and configured desktop system images and user accounts, managing network, email, and a variety of systems. Proficiently administered group policies, configured Novell network clients, and resolved Novell Network-related issues.
- Collaborated with external vendors and contractors, swiftly diagnosing and resolving desktop hardware and software issues, and managing warranty matters by coordinating parts shipping and ordering as required.
- Researched desktop computer products, software, and equipment, assessing technical specifications to align with business and client needs. Efficiently sourced and procured computer systems and equipment from various suppliers.
- Actively participated in projects, contributing expertise to hardware refresh initiatives and implementing solutions through platforms like Jump Cloud, Microsoft Azure, and more.
- Interpreted, analyzed, and documented requirements, proposing effective solutions to management for planning, development, implementation, integration, or maintenance of IT components pertaining to desktop system and account management.
- Worked collaboratively in cross-functional teams for special projects, demonstrating effective communication and teamwork skills across diverse sections of the organization.
Customer Support Specialist
Dapper Labs
12.2021 - 05.2023
- Responding to customer inquiries via Zendesk and chat in a professional and courteous manner
- Providing technical support and guidance on using Dapper Labs' products and services
- Troubleshooting technical issues related to our platforms, including blockchain-based applications and virtual goods
- Documenting and escalating technical issues to the appropriate teams for resolution using Jira and Slack
- Assisting customers with account-related tasks such as registration, verification, and password resets
- Collecting feedback from customers to identify areas for improvement in our products and services
- Collaborating with other departments such as Engineering and Product Development to address recurring issues and implement solutions
- Maintaining detailed records of customer interactions and resolutions in Zendesk
- Participating in ongoing training to stay updated on new features, policies, and procedures
- Contributing to the development of support resources such as FAQs, knowledge base articles, and tutorials to empower customers to self-serve when possible.
IT Technician
Dymon Storage
03.2019 - 01.2022
- Oversaw and maintained organization-wide Active Directory servers for a 200-employee company, ensuring seamless user management and access
- Diagnosed and resolved technical issues across diverse platforms, including Windows OS, Mac OS, iOS, and Android, ensuring smooth operations for all users
- Provided efficient hardware support for laptops, desktops, printers, and mobile devices, addressing user concerns promptly to minimize disruptions
- Led the company's asset management initiative, which covered laptops, servers, licensing, UPS systems, AC units, mobile devices, and more, utilizing third-party software for efficient tracking
- Orchestrated the technology onboarding process for both new and existing employees, ensuring a seamless integration into the organization's tech ecosystem
- Managed storage solutions, employing tools such as Windows Backup, Q-NAP/Q-SYNC, SQL, and Linux to maintain data integrity and availability
- Collaborated with senior technicians to execute infrastructure deployment in retail/office environments, encompassing tasks like cable pulling, network jack installation, switch and access point setup, VoIP phone configuration, camera installation, and more
- Configured and sustained Point-of-Sale software in retail settings, encompassing work-station installations, application maintenance, user account management, and more
- Implemented and managed digital signage using MagicInfo Server in a retail environment, enhancing customer engagement and brand presence
- Coordinated with various third-party vendors, including Rogers, TekkSavy, Cougar Mountain, and Sophos, to meet ongoing business needs and expand capabilities
- Provided comprehensive end-user support for the entire organization, addressing remote and desk-side needs through ticketing systems, email, and phone
- Installed and maintained Dymon NOKE storage doors, extending end-user application support for enhanced security solutions
- Contributed to network troubleshooting efforts, including firewall policies, routing, WAN issues, and more, ensuring a stable and secure network environment.
Senior Service Desk Analyst
Shared Services Canada
08.2018 - 12.2021
- Managed user accounts, password resets, and server access configuration, ensuring seamless user experiences
- Demonstrated exceptional composure and patience while effectively diffusing challenging customer situations, utilizing de-escalation techniques and providing positive customer support
- Provided comprehensive technical assistance to customers through email, live chat, and telephone, addressing a diverse range of issues
- Proactively resolved daily IT desktop client problems across multiple departments and office locations, effectively troubleshooting to ensure smooth operations
- Maintained transparent communication by keeping customers informed about the progress of issue resolution, offering regular updates on estimated resolution timelines
- Conducted thorough research, documented support cases, and escalated complex issues to higher levels of support when necessary, utilizing available resources effectively
- Maintained meticulous records, logs, and lifecycle documentation of work requests, ensuring accurate tracking of tasks and issues
- Skillfully managed helpdesk activities and maintenance tasks, optimizing efficiency during customer interactions and vendor engagements
- Provided hands-on technical support on-site after software implementations, collaborating with managers to recommend product upgrades and enhancements
- Successfully cleared a record-breaking backlog of support tickets within SLA following a major system malfunction, showcasing dedication to resolving critical issues promptly.
Education
Diploma - Information Technology - Cybersecurity
Willis College
01.2021
Diploma - Social Service Work
Algonquin College
Ottawa, ON01.2013
High School Diploma -
Immaculata High School
Ottawa, ON06.2010
Skills
- IT Troubleshooting
- IT Documentation
- Information Security
- Troubleshooting
- System Upgrades
- Technical issue analysis
- Network Administration
- IT risk management
- System administration
- Server maintenance
- Hardware installation
- Incident management
- Remote support
- Network configuration
- Hardware repair
- Software updates
- Virus removal
- Maintenance scheduling
- Software installation
- Printer setup
- Network management
- Virtualization technologies
Skills
- Technical Documentation
- Application installations
- Project Implementation
- ITIL Framework
Languages
English
Full Professional
Arabic
Limited Working
French
Elementary
Certification
- ITIL Foundation: IT Service Management - 06/2027
Timeline
Election System Support Specialist
Professional Institute of Public Service of Canada
10.2023 - Current
IT Specialist
Professional Institute Of Public Service Canada
01.2022 - 10.2023
Customer Support Specialist
Dapper Labs
12.2021 - 05.2023
IT Technician
Dymon Storage
03.2019 - 01.2022
Senior Service Desk Analyst
Shared Services Canada
08.2018 - 12.2021
Diploma - Information Technology - Cybersecurity
Willis College
Diploma - Social Service Work
Algonquin College
High School Diploma -
Immaculata High School
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