MENNATALLAH ELSABAN
Hamilton
Summary
Knowledgeable IT service desk technician proficient in resolving technical issues and providing exceptional customer support. Successfully managed service desk operations and contributed to process improvements and system optimizations. Demonstrated expertise in troubleshooting hardware/software problems and maintaining user satisfaction.
Overview
4
4
years of professional experience
Work History
IT SERVICE DESK TECHNICIAN
Skyline Group of Companies
08.2024 - Current
- Provided first-level technical support to employees via phone, email, and in-person, ensuring swift resolution of IT issues
- Installed, configured, and maintained desktops, laptops, printers, and mobile phones
- Managed Active Directory accounts, including password resets, user creation, and permission adjustments
- Supported Microsoft Office 365 applications, including troubleshooting Outlook, Teams, and SharePoint
- Assisted with onboarding and offboarding processes, setting up new users' equipment and accounts
- Utilized a ticketing system to document service requests, progress, and resolution maintaining detailed and accurate records
HELP DESK TECHNICIAN
Camis Inc.
10.2023 - 11.2024
- Provided basic end-user troubleshooting and desktop support
- Installed, modified, and repaired software and hardware to resolve technical issues
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving
- Explained technical information in clear terms to promote better understanding for non-technical users
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues
RESERVATION AGENT
Camis Inc.
05.2022 - 10.2023
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Managed online booking inquiries and assisted campers with questions throughout entire booking cycle
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications
- Handled billing information over phone
STUDENT OUTREACH FACILITATOR
University of Guelph
07.2022 - 11.2022
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
06.2021 - 08.2021
- Handled customer inquiries and suggestions courteously and professionally
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Education
Bachelor of Computing - Computer Science Honours
University of Guelph
Guelph, ON04.2024
Skills
- Software Updates Issue Resolution
- Hardware Repair
- Remote System Analysis
- Ticket management
- Remote Support
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Facilitation Techniques
- Customer Engagement
- Support Ticket System Management
Websites
Timeline
IT SERVICE DESK TECHNICIAN
Skyline Group of Companies
08.2024 - Current
HELP DESK TECHNICIAN
Camis Inc.
10.2023 - 11.2024
STUDENT OUTREACH FACILITATOR
University of Guelph
07.2022 - 11.2022
RESERVATION AGENT
Camis Inc.
05.2022 - 10.2023
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
06.2021 - 08.2021
Bachelor of Computing - Computer Science Honours
University of Guelph
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