Ismail Yasin
Toronto,ON
Summary
6 Years of Deskside Support experience. Experience managing and deploying Desktop and Server OS in an enterprise environment using SCCM and Intune. Knowledge of ticketing management systems or a call-tracking system. An expert understanding of Windows OS including Windows 10, Windows 11, Server 2016 and 2019. General knowledge of group policy management, WSUS through SCCM, VBScript, DHCP, Active Directory, VMware, Hyper-V, and PXE. A team player with strong oral and written communication skills and Flexible Working Arrangements. Ability to identify, develop, and implement initiatives to improve the IT environment and user experience. Knowledge of configuring lite touch deployment task sequences in MDT, SCCM and Intune. High level knowledge of new and emerging enterprise technologies (ex: Azure, Intune, Windows Analytics, Autopilot, Graph). Strong follow-up skills to ensure that incidents are handled in a timely manner.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Field Support Engineer
Avaso Technology Solutions
10.2022 - 01.2024
- Managed workload (incident and request queues) through Service Now ticketing system
- Shipping and receiving IT assets between Offices and Field Sites
- Image, deploy and maintain hardware including desktops, laptops, monitors, docking stations and peripherals
- Monitored and troubleshooted network issues using Cisco Meraki cloud, as well as discovering that hardware used for Printer scanning was missing off network
- Coordinate with management and 3rd party vendor to schedule lease return
- Set up and deployed iPhones and iPads for users using comp Portal, and Endpoint for managing the devices
- Set up and manage user's accounts in Active Directory, Microsoft Azure and O365
- Continuously look for process and quality improvement, prepare remediation reports and documentation
- Participate in vulnerability audits in association with Infosec to ensure Worley's IT equipment is secure and offer remediation solutions.
Desktop Support Analyst
CGI Inc
02.2022 - 09.2022
- Provided excellent service to Syncrude/Suncor users using Service Now (SNOW) for the ticketing system for maintaining daily work
- Contributed to maintenance, installation, and problem resolution relating to IT infrastructure
- Provided desktop support to users In-person, via phone, email, and remotely
- Desktop/Laptop refresh (Reimage) planning and execution with user data backup
- Completed detailed reports listing requests for technical assistance steps taken to resolve them, and the specific dates/individuals involved
- Updated and maintained the computer inventory and equipment
- Maintained an excellent level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
- Assisted with troubleshooting and resolution of issues with simple network, voice, server, and meeting room-related issues as a Smart hands resource (hands and feet).
Deskside Support Analyst
WBM Technologies Inc
11.2020 - 01.2022
- Provided one-on-one end-user support and problem resolution via telephone, email, and other means of communication using Service Now for the ticketing system
- Assisted with basic network administration and troubleshooting, including assignation of permissions, creation of network and email accounts, and managing the corporate print services
- Attended and/ or conducted training sessions for end-users; created training materials for end-users
- Supported and troubleshot IT infrastructure which includes workstations, laptops, hardware, software, servers, printers, networking, remote access, connectivity, Skype phones, and voice sys
- Utilized Microsoft SCCM to provide consistent and efficient software deployment and computer imaging
- Assisted with ongoing moves, additions, and changes to computers
- Supported MS Office 365 suite of products, and a variety of specialized applications
- Participated in team-based project initiatives as required
- Performed system setup, which includes setup of network equipment.
Information Technology Specialist
International Committee of the Red Cross (Somalia)
02.2018 - 09.2019
- Administered day-by-day IT Operations covering: Technical Support for problems in PC, Laptop, desktop imaging, Printers, Copiers, Scanners, mobile devices
- Assisted with basic network administration and troubleshooting, including assignation of permissions, creation of network and e-mail accounts, and managing the corporate print services
- Troubleshoot Windows 10 Operating Systems, Microsoft Office, Outlook email, Share point, office 365, audiovisual equipment, telephones, and other applications/software, etc
- For VoIP deployment, Register the Cisco SIP phones 88xx with CUCM and do the necessary configuration advance for onsite deployment
- Provided onsite support to various locations operated by the institution
- Prioritized work orders/IT tickets according to the severity
- Occupied with support & up-gradation of all IT foundation desktop applications, PC peripherals & LAN.
Education
Diploma in Cyber Security (Bootcomp) -
Lighthouse Labs, Canada
09.2024
Bachelor Degree in Computer Science -
East Africa University
04.2015
Skills
- Professional and patient
- Excellent communication and presentation skills
- Good analytical abilities
- Confident and adaptive to the environment
- Able to handle pressure situation
- Capable of working individually as well as in a group
- Demonstrates a strong ability for dynamic learning
- Network configuration
Certification
- NSE 1, 7 Network Security Associate, Fortinet, 11/09/22
- Google IT Support Professional Certificate, Coursera, 02/25/24
- Introduction of Cybersecurity (Cisco), 03/18/24
- CCNA Routing and Switching, 08/15/18
- CCNP Routing and Switching, 09/14/18
- MCSA (Window Server 2016), 11/27/18
Languages
English
Professional Working
References
Upon request
Timeline
Field Support Engineer
Avaso Technology Solutions
10.2022 - 01.2024
Desktop Support Analyst
CGI Inc
02.2022 - 09.2022
Deskside Support Analyst
WBM Technologies Inc
11.2020 - 01.2022
Information Technology Specialist
International Committee of the Red Cross (Somalia)
02.2018 - 09.2019
Diploma in Cyber Security (Bootcomp) -
Lighthouse Labs, Canada
Bachelor Degree in Computer Science -
East Africa University
- NSE 1, 7 Network Security Associate, Fortinet, 11/09/22
- Google IT Support Professional Certificate, Coursera, 02/25/24
- Introduction of Cybersecurity (Cisco), 03/18/24
- CCNA Routing and Switching, 08/15/18
- CCNP Routing and Switching, 09/14/18
- MCSA (Window Server 2016), 11/27/18
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