DAWOOD JAMA
Summary
Experienced professional with 6.5 years of expertise in System Administration and Operational Support. Highly organized, detail-driven, and highly efficient, with exceptional communication, analytical, and interpersonal skills. Eager to apply my knowledge and skills for achieving organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
System Administrator
Election Canada
04.2024 - Current
- Ensure design of system allows all components to work properly together and make recommendations for future upgrades
- Provide support on Office 365 platform
- Maintain mixed environment of network peripheral equipment (switches, printers, VoIP phones)
- Maintain Active Directory policies and user accounts locally and in the cloud (Azure Directory)
- Monitor and maintain mobile equipment through Company portal and Intune
- Manage the flow of troubleshooting requests through ticketing system (AssystNet), identify and prioritize user needs, troubleshoot problems reported by users, analyze and isolate issues
- Maintain smartphones, software deployment, security updates and patches, and modem updates
- Create accounts and groups in AD Azure Directory
- Manage user accounts, credentials, permissions, access rights, storage allocations, and active directory administration
- Manage and facilitate required changes to the Teams phone system
- Assist the help desk and other teams with troubleshooting to identify root cause and provide technical support when needed
- Co-ordinate work with consultants when required
Information Technology Support Officer
Office of the Superintendent of Financial Institutions (OSFI)
04.2022 - 04.2024
- Respond to client issues logging the tickets into ServiceNow and develop knowledge base articles when needed
- Knowledge of troubleshooting mobile device support (such as iPhone and Samsung)
- Provide Level 2 remote and desk-side support for PC hardware/software, local area network (LAN), email systems, thin client, and PC peripherals
- Manage tickets through to resolution in a timely manner
- Configure, monitor and support a variety of IT hardware devices and components from Desktop, Laptops, Printers, and Encrypted devices
- Using ServiceNow for ticketing systems
- Troubleshoot any issue related to Windows/MacOS
- Support in diagnosing and resolving macOS issues, including performance optimization, software errors, and hardware troubleshooting.
- Engaged in procurement, deployment, performance optimization, imaging systems.
- Support Samsung and iPhone users on usage questions and issues
- Install, configure and support a variety of OSFI approved software and applications
- Provided support using AWS console
- Provided virtual desktop support
- Administer Client access, accounts, and life cycle
- Support the desktop refresh program by configuring laptops for client deployment
Operational Support
Innovation, Science and Economic Development Canada (ISED)
03.2021 - 04.2022
- Performed initial triage and problem analysis, solving issues regarding hardware, software, and printers, escalating the problems to other staff when required
- Installed, maintained, and troubleshot hardware and software at the user workstation or remotely (MS Outlook, Connexion app, Monitors, Mykey, SAP)
- Performed a variety of problem analysis, logged and tracked technical issues using ICE ticketing systems to identify any trends in user problems
- This included monitoring tasks and liaising with network users and technical staff to provide and communicate problem status updates and resolutions
- Supported many more applications such as Adobe Acrobat, PDF Foxit, MS Teams, Active Directory
- Guided users through any request such as software request forms, hardware request forms
- Mapped drives to their proper location in File Explorer
- Provided onsite support when required, installing and troubleshooting network printers, and installing applications and systems for users
- Support in diagnosing and resolving macOS issues, including performance optimization, software errors, and hardware troubleshooting.
- Engaged in procurement, deployment, performance optimization, imaging systems
- Prepared and troubleshot Smartphones (iPhone, Android)
- Produced forms, manuals, programs, data files, and procedures for systems and/or applications
- Contacted clients to follow-up on completed calls with a user satisfaction survey, and tracked trends and determined the level of user satisfaction based on follow-up questionnaires
- Developed, implemented, and/or participated in the preparation of procedure manuals and documentation for help desk use
- Provided recommendations for improvements of the services and participated in reports based on information provided from user surveys and trends
- Troubleshot Connectivity issues (Network outage, VPN GCSRA AnyConnect)
- Configured software accounts (TechSource, Lotus Notes)
Operational Support Specialist
Immigration, Refugees and Citizenship Canada (IRCC)
03.2020 - 03.2021
- Provided Level 2 remote and desk-side support for PC hardware/software, local area network (LAN), email systems, thin client, and PC peripherals
- Assisted clients with password resets for their computer login and applications such as Office 365
- Assisted new clients with their computer setup once
- Using ServiceNow as our ticketing system
- Knowledge of troubleshooting mobile device support (such as iPhone and Samsung)
- Provided technical support for Android and iOS mobile devices by installing and configuring them
- Managed IT Assets (computers, monitors, tablets, cell phones, printers) using BMC Remedy
- Replaced computer hardware (CD/DVD, HDD, video card, sound card, motherboard, battery, and power supply)
- Installed and configured laptops, printers, and tablets (Surface Pro)
- Supported MS Office suite, Antivirus software including Symantec and McAfee
- Service Strategy, Service Level, Service requirement
- Followed Service Lifecycle
- Using 12+ Remedy, Windows 7, Office 2013, Citrix VPN, Entrust, and Blackberry support, Citrix VPN
Operational Support
Shared Services Canada (SSC)
09.2018 - 03.2020
- Networking understanding, Active Directory and Exchange account management, computer hardware and software troubleshooting, VOIP/telephony support, mobile device support, networked multi-function printer repair, audio visual/meeting/collaboration system support, and IT service equipment
- Experience with MS Office 365, ICE Bar, HCCS Support Apps, SAP, BlackBerry Enterprise & EMDM, Windows/Software upgrades, Cisco, software implementation, Remote Desktop Services, and remote networking tools, as well as knowledge of supporting and configuring different client-side applications and software
- Used Microsoft Windows Remote Assistance to provide IT user help and used VPN to support problems for various clients
- Experience of Incident Management, Service Request Management, Problem Management, and Asset Management, including how to implement them
- Used Microsoft Windows Remote Assistance to provide IT user help and used VPN to support problems for remote workers
- Worked closely with users and provided support in MS Windows LAN environment
- Providing level 2 remote and desk side support for personal computer (PC) hardware/software, local area network (LAN), email systems, thin client, and PC peripherals
- Providing technical support for Android and iOS mobile devices by installing, configuring, and supporting computers, notebooks, and tablets
- Ability to troubleshoot Cisco Teleconferencing systems
- Ability to manage RSA accounts (create/modify/delete)
- Ability to activate mobile devices via EMDM
- Performing problem analysis when troubleshooting software and hardware problems using a ticketing system such as SM7 or SM9
Help Desk Technician
Bell Canada
08.2017 - 08.2018
- Completed the necessary reporting process in an accurate and timely manner
- Monitored telephones and assisted with answering and providing information to customers and other staff members
- Resolved issues/questions with standard software such as Microsoft Office
- Microsoft Outlook, Outlook Express configuration, backup, troubleshooting
- Troubleshoot technical computer hardware/software problems
- Installing software and applications on user's computer
- Working with users remotely
- Used a ticketing system, such as REMEDY
- Doing research online as part of troubleshooting tools
- Responding to user's demands in a specified manner
- Providing excellent customer service
Education
High School Diploma -
Louis Riel
06-2017
Computer System Technician -
Robertson College
Winnipeg, MB06-2023
Computer Systems Technician - Software Support
Mohawk College
Hamilton, ON04.2025
Skills
- Technical solution development
- New program installations
- Infrastructure upgrading
- Storage management
- Desktop troubleshooting
- Technical support
- Software installation
- Network troubleshooting
- Hardware troubleshooting
- Imaging systems
- Procurement and deployment
Certification
- Microsoft Azure Administrator Associate
- HDI Support Center Analyst
Languages
English
French
Clearance
Secret Clearance
References
Available Upon Request
Timeline
System Administrator
Election Canada
04.2024 - Current
Information Technology Support Officer
Office of the Superintendent of Financial Institutions (OSFI)
04.2022 - 04.2024
Operational Support
Innovation, Science and Economic Development Canada (ISED)
03.2021 - 04.2022
Operational Support Specialist
Immigration, Refugees and Citizenship Canada (IRCC)
03.2020 - 03.2021
Operational Support
Shared Services Canada (SSC)
09.2018 - 03.2020
Help Desk Technician
Bell Canada
08.2017 - 08.2018
- Microsoft Azure Administrator Associate
- HDI Support Center Analyst
High School Diploma -
Louis Riel
Computer System Technician -
Robertson College
Computer Systems Technician - Software Support
Mohawk College
Similar Profiles
Hira SheikhHira Sheikh
Information Officer at Election CanadaInformation Officer at Election Canada
Marcelle TremblayMarcelle Tremblay
Assistant Returning Officer Election Canada at Election CanadaAssistant Returning Officer Election Canada at Election Canada
Nasiyeh NourNasiyeh Nour
IT Support Technician at Shared services canadaIT Support Technician at Shared services canada