MAZAHER MOHAMEDALI
Richmond Hill,ON
Summary
Dedicated IT Support Engineer with 5+ years of experience in providing comprehensive desktop and hardware support. Proven track record of efficiently resolving technical issues, managing IT infrastructure, and improving user satisfaction. Skilled in Windows and Mac environments, with expertise in troubleshooting, system administration, and end-user support.
Overview
5
5
years of professional experience
Work History
IT Engineer
PAYFARE INC
03.2022 - 07.2024
- Achieved a 95% user satisfaction rate through prompt and effective resolution of hardware and software issues
- Streamlined onboarding and offboarding processes, reducing setup time by 25% and eliminating errors in account provisioning
- Orchestrated successful deployment of SimpleMDM for 150+ Mac workstations, improving device management efficiency by 40%
- Reduced average ticket resolution time by 30% through implementation of efficient troubleshooting processes and knowledge base creation
- Managed and maintained a fleet of Windows and Mac workstations, ensuring 99.9% uptime and minimal disruptions to daily operations
IT Analyst
DELOITTE CANADA
05.2019 - 02.2022
- Provided IT support to over 5000 fellow employees; completed hardware replacements, repairs and setups
- Averaged over 450 tickets solved monthly with 85% customer satisfaction; assisted users with technical issues pertaining to Windows, Macs, and iPhones; and identity access management
- Assisted in setting up managed Macs and iPhones compliant with MDM, troubleshooting application and hardware technicalities, Imaging Windows laptops, shipping hardware, and providing onsite support
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
Education
Associate's Degree in Computer Systems Technology with Co-Op -
FANSHAWE COLLEGE - SCHOOL OF INFORMATION TECHNOLOGY
12.2018
Skills
- Operating Systems: Windows 10/11, macOS, iOS
- Windows Server, Exchange, Active Directory
- Software: Microsoft Office Suite, Google Workspace, Active Directory, Exchange
- Ticket management: Jira, ServiceNow
Timeline
IT Engineer
PAYFARE INC
03.2022 - 07.2024
IT Analyst
DELOITTE CANADA
05.2019 - 02.2022
Associate's Degree in Computer Systems Technology with Co-Op -
FANSHAWE COLLEGE - SCHOOL OF INFORMATION TECHNOLOGY
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