Hamza Ahmed
Toronto,ON
Summary
Detail-oriented IT Analyst with 5+ years of experience in Active Directory administration, network troubleshooting, and Windows Server management. Proven ability to resolve Tier 3 escalations and complex incidents while minimizing operational disruption across LAN, WAN, VPN, and point-of-sale environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Analyst
Glentel Inc.
02.2024 - Current
- Managed escalation of complex user-reported incidents, ensuring effective resolution of issues that surpassed Tier 1 and Tier 2 support levels.
- Analyzed and addressed intricate software, hardware, and connectivity problems to ensure optimal performance of end-user devices and enterprise systems.
- Analyzed and rectified network connectivity issues, focusing on LAN/WAN, VPN, Wi-Fi, VLAN, and DNS/DHCP to maintain optimal performance in diverse environments.
- Collaborated with network team to ensure optimal configuration and maintenance of switches, routers, firewalls, and wireless access points.
- Oversaw installation and configuration of POS systems and peripheral devices, ensuring optimal functionality and reliability for retail operations.
- Analyzed and resolved technical failures on POS systems, effectively reducing business impact during critical operational periods.
IT Systems Administrator
Loblaws
10.2021 - 01.2024
- Executed comprehensive administration of Windows and Linux servers, focusing on user account configurations, policy enforcement, and task scheduling.
- Streamlined management of Active Directory objects, enhancing user account, organizational unit, group, and Group Policy Object administration. Achieved efficient provisioning and deprovisioning of access aligned with onboarding and offboarding processes.
- Managed deployment of operating system patches and security updates through SCCM, Intune, and WSUS to ensure compliance and system security.
- Executed user account management and permission assignments, enhancing operational efficiency across various platforms.
- Monitored and validated backup systems to guarantee data integrity and operational resilience in case of system disruptions.
IT Support Specialist
Toromont Cat
04.2020 - 10.2021
- Resolved technical issues for end-users, ensuring minimal downtime and efficient operation of systems.
- Provided support for hardware and software installations, enhancing user productivity across departments.
- Assisted in troubleshooting network connectivity problems, facilitating seamless communication within the organization.
- Used ticketing systems to manage and process support actions and requests.
- Created user accounts and assigned permissions.
Education
Information Technology
York University
TorontoSkills
- Active Directory
- Network Troubleshooting
- Windows Server administration
- POS hardware & software support
- ServiceNow
- Endpoint management
- VPN & remote access support
- Technical documentation & communication
Certification
- CompTIA A+
- CompTIA Network+
- Microsoft AZ-900 — Azure Fundamentals
Timeline
IT Analyst
Glentel Inc.
02.2024 - Current
IT Systems Administrator
Loblaws
10.2021 - 01.2024
IT Support Specialist
Toromont Cat
04.2020 - 10.2021
Information Technology
York University