Hamza Ahmed
Toronto,ON
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
System Administrator
Loblaws Companies
08.2023 - Current
- Enhanced system performance by optimizing server configurations and implementing regular updates.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Improved security measures by conducting vulnerability assessments and applying necessary patches.
- Provided onboarding and offboarding for new employees
- Improved employee satisfaction with HR services by providing timely and accurate HRIS support.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
Service Desk Analyst
Public Health Ontario
07.2021 - 07.2023
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-users.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
Technical Support Engineer
Toromont Cat
02.2020 - 06.2021
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Streamlined support processes for increased efficiency and reduced response times.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
Education
Bachelor of Science - Information Technology
Western Governors University
Toronto, ON04.2021
Skills
- Performance Testing
- Technical Solution Development
- End Point Configurations
- Incident Management
- Network Troubleshooting
- Scripting Languages
- Helpdesk Operations
- Hardware Troubleshooting
Certification
- Google IT Support Professional
- CompTIA A+
- CompTIA Network+ (Pursuing)
- CompTIA Security+ (Pursuing)
Timeline
System Administrator
Loblaws Companies
08.2023 - Current
Service Desk Analyst
Public Health Ontario
07.2021 - 07.2023
Technical Support Engineer
Toromont Cat
02.2020 - 06.2021
Bachelor of Science - Information Technology
Western Governors University
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