MAITHEM ALHIMADAT
Edmonton,AB
Summary
Analytical support professional with proven track record in resolving technical issues and ensuring smooth operations. Recognized for effective collaboration and driving team success in dynamic environments. Brings critical thinking and adaptability, essential for achieving consistent results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Hardware Technician
Microserve Business Solutions
06.2021 - Current
- Track-record of Analyze, diagnose, repair and close up-to 15 hardware tickets weekly.
- Accountable for servicing and repairing various products such as laptops, workstations, Tablet, Thin-Client etc., from major brands including but not limited to (Lenovo, HP, Dell etc.)
- Diagnosed and resolved hardware and software issues for diverse client systems.
- Managed installation and configuration of network equipment to ensure optimal functionality.
- Provided technical support and training to clients, enhancing user experience and satisfaction.
- Streamlined troubleshooting processes, reducing response time for service calls significantly.
- Collaborated with cross-functional teams to implement system upgrades and improvements.
- Mentored junior technicians on best practices in technical support and customer service.
Deskside Support Analyst
Alberta Energy Regulator – Microserve
04.2024 - 04.2024
- Strategically implemented new computer projects and hardware installations to improve workflow for 200 employees.
- Consult user guides, technical manuals and other documents to research and implement solutions
- Reproduce, diagnose and resolve technical problems encountered by users
- Provide advice and training to users in response to identified difficulties
- Provide business systems, network and Internet support to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- The primary contact on technical- and service-related problems for onsite and remote users.
- Diagnosing the root cause of mechanical failures using established procedures and deciding on effective resolutions.
- Work independently and at a pace to multitask and complete jobs successfully.
- Provided technical support for software systems, ensuring optimal functionality and user satisfaction.
- Analyzed system performance, identifying areas for improvement and implementing effective solutions.
- Collaborated with cross-functional teams to troubleshoot issues and enhance operational workflows.
System Service Representative
Toshiba Global Commerce Service
09.2014 - 06.2019
- Configured hardware, devices and software to set up workstations for employees.
- Devised solutions to operations issues related to POS and Peripherals, working closely via phone, email, and onsite.
- Linked computers to network and peripheral equipment, including printers and scanners.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
System Service Representative
IBM
03.2010 - 09.2014
- Configured hardware, devices and software to set up workstations for employees.
- Devised solutions to operations issues related to POS and Peripherals, working closely via phone, email, and onsite.
- Linked computers to network and peripheral equipment, including printers and scanners.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
Technical Support Representative
Shaw
01.2006 - 10.2006
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Recommended potential products or services by collecting customer information and analyzing customer needs.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Education
Certificate - Information and Communication Technology
MCG Careers
Edmonton, AB01.2020
No Degree - Computer Systems Technology
NAIT
Edmonton, AB11.2002
Associate's Degree - Metal Fabrication
Najaf Technical Institute
Iraq06.1990
Skills
- Support ticketing systems
- ITIL processes
- Software knowledge
- Network troubleshooting
- Hardware support
- User account management
- Ticketing systems
- Support services
- Customer service
- Application installations
- SLA compliance
- Technical troubleshooting
Languages
English
Full Professional
Certification
- AWS Cloud Practitioner Essentials
- (ISC)² Certified in Cybersecurity
- (ISC)² Candidate
Timeline
Deskside Support Analyst
Alberta Energy Regulator – Microserve
04.2024 - 04.2024
Hardware Technician
Microserve Business Solutions
06.2021 - Current
System Service Representative
Toshiba Global Commerce Service
09.2014 - 06.2019
System Service Representative
IBM
03.2010 - 09.2014
Technical Support Representative
Shaw
01.2006 - 10.2006
Certificate - Information and Communication Technology
MCG Careers
No Degree - Computer Systems Technology
NAIT
Associate's Degree - Metal Fabrication
Najaf Technical Institute
HOBBIES & VOLUNTEERING
Entry Level Graphic Designer with creative thinking and project design abilities. Able to work well independently or as a member of a team. Volunteered Tax Preparation Agent with E4C network Volunteered Tax Preparation Agent with the Salvation Army.