Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer
Abdul Maalik Ibrahim

Abdul Maalik Ibrahim

Mississauga,ON

Summary

As an Information Technology professional with a comprehensive background in network, software, and hardware analysis, I bring a wealth of hands-on experience gained from diverse organizational settings. Throughout my career, I've honed my skills in resolving a spectrum of challenges, particularly within Linux-based and Windows operating systems configurations, as well as troubleshooting network connectivity issues.

Whether working independently or as part of a collaborative team, I thrive under pressure, consistently delivering results in demanding environments. My approach to problem-solving is characterized by a blend of meticulous research and effective collaboration, enabling me to navigate and resolve complex issues efficiently.

A key aspect of my expertise lies in ensuring the ongoing functionality and security of systems. I excel at implementing timely updates, patches, and maintenance protocols to uphold system integrity and performance standards.

Overall, my track record speaks to my ability to adapt to dynamic IT landscapes, address challenges proactively, and contribute to the seamless operation of technological infrastructures.

Overview

8
8
years of professional experience

Work History

Service Desk Technician

The Salvation Army
02.2023 - 10.2023
  • Office 365 end user administration and support, Employee and client user accounts and administration, Break-fix troubleshooting for various IT related issues and resolutions, Microsoft Exchange internal email administration and support, Active Directory administration and Azure AD user administration and support, Desktop administration and support, IP Phone setup and support, Trained new hires in various aspects of IT functions
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Senior IT support administrator

SysIntelligence IT Consulting
03.2021 - 01.2023
  • Provided remote and onsite technical support via phone, email, and IM, Achieved high first-level call closure rate as per company expectations, Collaborated with team in analyzing and resolution of unexpected and complex issues, Trained users on technologies and work with vendors, Maintained documentation for quick issue resolution and Help Desk Procedures, Managed print server, troubleshoot printers, Administered Active Directory, group policies, users and systems, Administration and support of O365 applications and shares, Supported Outlook, Skype for Business, and assist with email migrations, Troubleshoot mail-flow, shared mailboxes, calendars, and mailbox permissions, Assisted with Multi-Factor Authentication for mobile users accessing Outlook post-migration, Manually moved user mailboxes/resources using PowerShell scripting when required, Supported remote users VPN (Cisco AnyConnect, Pulse Secure) issues, Deployed software/updates via SCCM or automated scripts, Managed mobile device enrollment and permissions on AirWatch, Configured switches, firewall, IP phone systems, DHCP reservations, Escalate incidents within established SLAs

IT Service Desk Analyst

Apssentation Solutions
02.2020 - 11.2020
  • Provided Tier 1 and 2 service desk support, addressing incidents and service requests, Utilized Service-Now for ticketing and transfer to appropriate IT teams, Extensive Active Directory experience: User management, Group Policies, Unlocking accounts, Password resets, VMware administration using vSphere Troubleshoot Network/LAN issues, Act as the single point of contact for end users, resolving IT-related issues and requests, Contributed to the knowledge base with current technical information and best practices, Managed accounts, passwords, and permissions in Active Directory, Performed troubleshooting and updates on PCs, printers, scanners, Provided hands-on IT support for nearby locations' installs and maintenance, Recorded and logged tickets using Heat ticketing software, Support iPhone, Android, and iPad, and manage dealership apps

Technician

Dell, Hamilton Health Sciences Careers
11.2019 - 01.2020
  • Worked closely with on-site hospital nurses and assisted them with technical issues, IT operations of computers, monitors, hardware and OS issues, Provided deployment and RMA services of all Hamilton hospital's PC and hardware systems, Managed workload of multiple WOW (work on wheels) stations in hospital, Active directory maintenance and exchange, Ensured hassle free operation and connectivity of peripheral medical equipment, Calibrated, maintained and repaired equipment for reliable performance, Diagnosed errors and technical problems to determine proper solutions, Answered user queries surrounding hardware usage and integration, Maintained records of repairs, upgrades and other operational actions for use in budgeting and costing processes

System Support Analyst

IHL Canada
01.2019 - 10.2019
  • Provided support of network and computer issues at the medical office, through email, phone or on site, Resolved Service Now incidents and change requests, Prepared workstations for new hires /interns, Monitored network systems bandwidth Q0S with SolarWinds, escalated network errors and warnings to infrastructure team to prevent outages, Performed end-user desk side and remote support, Utilized Outlook, Active Directory incidents, mapped network drives, installed printers, Scheduled updates for system equipment and devices with minimal downtime, Worked as a team leader of the technical support group, Installed and administered Windows servers, Assisted in network infrastructure hardware racking and cabling, Diagnosed and fixed hardware problems and RMA

Retail Manager

Freedom Mobile
01.2016 - 11.2018
  • Achieved high sales and customer service excellence for Freedom Mobile stores (TELUS), Evaluated weekly financial performance by analyzing financial statements of the store and identified management focus, Trained and mentored employees to maintain friendly demeanor, provide professional service and uphold company values, Created a customer-centered shopping environment, promoting top-quality customer service standards and timely resolution of complaints, Trained warehouse and sales personnel in proper transactions, documentation and replenishment, Regulated shrinkage and supported loss prevention objectives with close monitoring of store security protocols

Education

Cybersecurity - Cyber Security

University of Toronto School of Continuing Education
Toronto, Canada
04.2024

CompTIA Security+ - Cybersecurity

CompTIA
Toronto, ON
04.2024 - 06.2024

Skills

  • Scripting (Bash, Powershell, Python)
  • Network Security Control
  • Operating Systems (Linux, Windows, Mac)
  • Switching and Routing
  • Incident Response
  • Penetration testing (MetaSploit)
  • Cloud (migrate from on prem to cloud)
  • Microsoft Azure
  • Machine Learning
  • Multi Factor Authentication (MS Authenticator, OnePassword)
  • User and systems administration
  • Splunk

Timeline

CompTIA Security+ - Cybersecurity

CompTIA
04.2024 - 06.2024

Service Desk Technician

The Salvation Army
02.2023 - 10.2023

Senior IT support administrator

SysIntelligence IT Consulting
03.2021 - 01.2023

IT Service Desk Analyst

Apssentation Solutions
02.2020 - 11.2020

Technician

Dell, Hamilton Health Sciences Careers
11.2019 - 01.2020

System Support Analyst

IHL Canada
01.2019 - 10.2019

Retail Manager

Freedom Mobile
01.2016 - 11.2018

Cybersecurity - Cyber Security

University of Toronto School of Continuing Education
Abdul Maalik Ibrahim