Hussam AlNadir
Guelph
Summary
Highly skilled Customer Service Representative and IT Technical Support professional with over 7 years of experience making the spot decisions and using superior problem solving skills to find ideal resolutions.
Knowledgeable Technical Support Specialist with background in technical support. Proven ability to solve complex technical issues and improve customer satisfaction. Demonstrated expertise in troubleshooting software and hardware problems and providing timely resolutions.
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.
Overview
16
16
years of professional experience
Work History
Technical Support Specialist
Staples
10.2022 - Current
- Provided technical support to external customers via inbound and outbound calls, as well as through secure remote sessions.
- Assisted customers with establishing remote connections and troubleshooting hardware, software, and connectivity issues in real time.
- Resolved technical issues efficiently using internal tools, databases, manuals, and approved procedures, ensuring customer satisfaction and retention.
- Recommended suitable service solutions and company products, actively contributing to upsell opportunities during support interactions.
- Processed remote service payments securely through authorized platforms.
- Conducted research to identify appropriate repair solutions and product information, ensuring accurate support delivery.
- Performed follow-ups on open cases and closed resolved tickets, maintaining accurate case records in compliance with company guidelines.
- Initiated hardware dispatch or return procedures for supported products, coordinating with logistics as needed.
- Maintained up-to-date knowledge of current product offerings, software updates, and support protocols through circulars, internal communications, and required training sessions.
- Consistently met or exceeded defined KPIs related to service quality, case resolution time, and customer satisfaction.
- Delivered excellent customer experiences through clear, professional communication and systematic issue resolution.
- Created and managed technical support and service tickets using company-approved platforms, ensuring proper documentation and escalation where necessary.
- Triaged customer inquiries and transferred cases to the appropriate internal teams when additional expertise or escalation was required.
- Utilized all authorized tools and systems exclusively for work purposes, maintaining strict compliance with company IT usage policies.
Computer Technician/ Sales Representative
Staples
02.2019 - 10.2022
- Configured and deployed new hardware including desktops, laptops, and tablets in accordance with organizational standards.
- Diagnosed and resolved hardware, software, and performance issues through systematic testing and troubleshooting.
- Performed full-service repairs, including component-level replacements and sourcing compatible parts for a wide range of devices.
- Managed data backup, migration, and recovery for customers across multiple storage media, ensuring data integrity and security.
- Conducted one-on-one training sessions and technical walkthroughs to educate end users on device usage and best practices.
- Provided technical support on the sales floor and remotely, offering tailored product recommendations and issue resolution guidance.
- Created and managed support tickets using Easy Tech System (ETS), following standardized documentation and asset tagging procedures.
- Utilized diagnostic tools to pinpoint hardware failures and replaced defective components such as RAM, HDDs, motherboards, and GPUs.
- Installed and tested key hardware components to support daily operations for corporate staff across various departments.
- Connected end-user systems to networks and configured peripheral devices, ensuring secure and efficient operation.
- Communicated complex technical concepts in user-friendly terms to assist non-technical users and reduce repeat issues.
- Responded to end-user support requests, delivering timely and effective troubleshooting via phone, email, and in-person support.
- Identified patterns in technical issues to recommend long-term fixes and improve troubleshooting processes.
Administrative Assistance & IT Support
Guelph and District Multicultural Festival
01.2018 - 02.2019
- Managed hardware inventory system and Installed upgrades to network system ensuring continued and effective operation of system.
- Provided day-to-day technical support for users, troubleshoot and solved issues as they arose.
- Assisted with office administration tasks as needed basis.
IT Technical Support / Junior Network Engineer
Suhool Systems
01.2016 - 01.2017
- Maintained and provided support for over 100 computers, software and peripheral equipment, identified problems and provided appropriate solutions.
- Installed desktop image, operating systems and applications.
- Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions.
- Set up and configured wireless access points and maintained client connectivity.
- Provided maintenance, installation and configuration of network and workstation hardware and software.
- Remotely monitored network status via Network mapper.
- Troubleshot and maintained Network connectivity.
- Installed, troubleshot, and upgraded Cisco IOS and network devices.
IT Technical Support
Arabic Computer System Ltd, Information and Culture
01.2009 - 01.2015
- Provided desktop and technical call support to ministry staff.
- Performed hardware and account setups for new employees.
- Consistently managed hardware inventory system.
- Supported the firm security profile via Active Directory.
- Completed post-support documentation and reporting.
- Provided maintenance and support during the Product Life Cycle.
- Reviewed Document Management System (DMS) from the ministry to support and train staff and provide solutions for occurring issue.
Education
Diploma - Computer Information System
Sibline College Centre
Sibline - Lebanon 07-2007
Core 1 Passed - IT Technical Support
Comptia A+
Guelph ON02-2025
No Degree - Computer Networking
Cisco CCNA
USA08-2015
Skills
- Hardware Maintenance
- Network Maintenance
- Systems Analysis
- Installation and Configuration
- Troubleshooting/ Repairs
- Software Testing
- Customer Service
- Additional Technical Skills
- Monitoring & Packet capturing: Wire shark
- Virtualization: Hyper-V, VMware workstation player
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- Customer support
- System diagnostics
- Telecommunications
- Desktop component repair
- Remote diagnostics
- Software debugging
- Application support
- ITIL processes
Languages
English
Native or Bilingual
Timeline
Technical Support Specialist
Staples
10.2022 - Current
Computer Technician/ Sales Representative
Staples
02.2019 - 10.2022
Administrative Assistance & IT Support
Guelph and District Multicultural Festival
01.2018 - 02.2019
IT Technical Support / Junior Network Engineer
Suhool Systems
01.2016 - 01.2017
IT Technical Support
Arabic Computer System Ltd, Information and Culture
01.2009 - 01.2015
Diploma - Computer Information System
Sibline College Centre
Core 1 Passed - IT Technical Support
Comptia A+
No Degree - Computer Networking
Cisco CCNA
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