Michael Sidhom
Help Desk
Richmond Hill,Ontario
Summary
Friendly Help Desk Technician with [5] years in Canada , 10 yeas in UAE, quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Help Desk Technician
Surf Internet INC
Richmond Hill, Ontario
05.2019 - Current
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Performed tests of functionality, security and performance of different workstations and devices.
- Assisted with updating technical support best practices for use by team.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Answered incoming calls from residential and small business customers and products.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices and software to set up work stations for employees.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Help Desk Technician
Remonica computer systems.
Gta, Ontario
09.2018 - 05.2019
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Maintained and updated Revera home senior customer ( computers, printers and network )
IT. Site Supervision
Morgan Consulting / Leo A Daly joint venture- Abu Dhabi - UAE
Abu Dhabi, UAE
10.2008 - 07.2017
- supervision in All the IT systems
- Completed projects:
1- Gayathri Community Hospital.
Finished and completed supervision in all the following systems
• Infrastructure cabling
• Intrusion Detection System, Antivirus system
• Firewall and security system, Key Management system• Backup solutions
• CCTV system, Access control system, Video Conference system cisco, IPTV system, IP telephony
• Planning and Designing of Wi-Fi Networks
• Nurses call system, Nurses tracking system
• Attendance system
• AV system, PA system, Queue management system
• MDF and IDF installations
2- New England Center for Children’s (Autism School).
3- Sheikh khalifa Medical City (SKMC) – Dialysis Unit.
4- Maison sez boutique.
Education
Bachelor of Science - Computer Science
Computer Science
EGYPT 09.1999 - 05.2003
Skills
Experience inundefined
Timeline
Help Desk Technician
Surf Internet INC
05.2019 - Current
Help Desk Technician
Remonica computer systems.
09.2018 - 05.2019
IT. Site Supervision
Morgan Consulting / Leo A Daly joint venture- Abu Dhabi - UAE
10.2008 - 07.2017
Bachelor of Science - Computer Science
Computer Science
09.1999 - 05.2003
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