Iman Abouhamzeh
Vancouver,BC
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
7
7
years of professional experience
1
1
Certification
Work History
IT Support Engineer / System Administrator
Omid Tech
01.2022 - 05.2023
- Delivered Tier 1 and Tier 2 support for problem identification, diagnosis and issue resolution
- Worked with users to determine areas of technology in need of improved usability.
- Assisted with desktop computer setups, moves, additions, and changes, ensuring seamless transitions for clients.
- Delivered remote support to clients using telephone and remote software tools, addressing their technical concerns promptly and effectively.
- Troubleshot and resolved issues related to Desktop PCs, Microsoft Servers, and Internet connectivity, employing strong problem-solving approach.
- Installed and configured desktop operating systems and applications, ensuring optimal performance for end-users.
- Remained up-to-date with latest technologies in IT industry through continuous training and lab time provided by company.
- Participated in after-hours on-call support, promptly addressing urgent technical issues and ensuring client satisfaction.
- Collaborated with team members to escalate complex technical challenges, contributing to efficient problem resolution.
- Demonstrated exceptional customer service skills while interacting with clients, reflecting company's commitment to quality service.
- Maintained accurate documentation of support activities, contributing to streamlined processes and effective communication within team.
- Delivered onsite technical support for 300 employees
- Implemented corrective plans of action for network availability and latency
- Migrated data from legacy system to SQL databases
Service Desk Engineer
Soodbar
03.2018 - 12.2021
- Responded to customer inquiries and provided technical assistance over phone and in person
- Diagnosed and troubleshot hardware, software and network issues
- Researched and identified solutions to technical problems
- Configured hardware, devices, and software to set up work stations for employees
- Created user accounts and assigned permissions
- Installed and configured operating systems and applications
- Monitored system performance to identify potential issues
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Installed, configured and maintained computer systems and network connections
- Configured and tested new software and hardware
- Generated reports to track performance and analyze trends
Software Support Expert
Payvast Support Group
01.2016 - 11.2018
- Connected to computer of client using remote link to install programs and applications
- Monitored systems in operation and quickly troubleshot errors
- Upgraded operating systems and computer software to perform compatibility with programs
- Suggested software and hardware modifications to reduce lag time and improve overall speed
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers
- Documented technical issues and solutions to enable tracking history and maintain accurate logs
- Patched software and installed new versions to eliminate security problems and protect data
Education
Bachelor of Science - Computer Software Engineering
Azad University
TehranSkills
- Troubleshooting
- Customer Service
- Technical Support
- Remote Support
- Microsoft 365
- Cloud Computing
- Active Directory
- Networking
- DNS
- Firewalls
- TCP/IP
- VMware
- SQL
- MAC
Certification
- Microsoft Azure Fundamentals AZ-900 | No Expiration Date
- System Administration and IT Infrastructure Services by Google | No Expiration Date
- Technical Support Fundamentals by Google | No Expiration Date
- Linux Commands & Shell Scripting Essentials by IBM | No Expiration Date
- Apple Certified Support Professional macOS 11: 1 Installation and Configuration
- MCSE: Windows Server 2016 | No Expiration Date
Microsoft Certified Solutions Associate (MCSA) | No Expiration Date - CompTIA A+ | No Expiration Date
- CompTIA Network + | No Expiration Date
- ICDL | No Expiration Date
Timeline
IT Support Engineer / System Administrator
Omid Tech
01.2022 - 05.2023
Service Desk Engineer
Soodbar
03.2018 - 12.2021
Software Support Expert
Payvast Support Group
01.2016 - 11.2018
Bachelor of Science - Computer Software Engineering
Azad University
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