Mohamad Aldardari
Mississauga,Canada
Summary
IT Support Specialist with extensive experience in fast-paced IT support environments. Adept at providing end-user support, troubleshooting technical issues, and ensuring SLA compliance. Experienced in working with Microsoft technologies, including the Office 365 suite, Azure AD, and Active Directory. Proven ability to manage ticketing systems like ServiceNow, resolve complex client issues, and deliver excellent customer service with strong communication skills.
Overview
18
18
years of professional experience
Work History
IT Support Specialist
Freelance & HCL Technologies
06.2022 - Current
- Delivered freelance IT support tailored to individual clients, troubleshooting hardware/software issues, providing Internet support, and performing equipment setups
- Managed over 1,000 end-user accounts across Windows, macOS, and mobile devices, ensuring seamless access to shared drives, mailboxes, and security groups
- Restored compromised accounts post-cyberattack using Azure AD and Intune, implementing secure recovery processes and preventing future incidents
- Resolved Level 1–3 technical issues with a focus on application access and network systems, achieving 98% compliance with security standards and reducing incidents by 25%
- Streamlined ServiceNow ticket management by closing 25+ tickets daily while maintaining a 90% SLA compliance rate, ensuring prompt and efficient client support
Desktop & VoIP Support Specialist (Contract)
Scotia Wealth Management
Toronto, Canada
05.2022 - 06.2022
- Programmed and deployed over 100 VoIP trading units, establishing Ethernet connections and achieving 100% operational readiness through rigorous test calls on the trading floor
- Decommissioned and replaced 50+ failed VoIP units, resolving technical issues with a 95% first-attempt success rate
- Conducted performance tests on trading units, improving communication efficiency by 20%
Client Support Specialist
Uber Technologies
Toronto, Canada
11.2016 - 04.2022
- Delivered application support for the Uber app, reducing incident volume and achieving a 4.96/5.00 customer satisfaction rating
- Resolved 90% of issues on the first contact via phone and text, reducing escalations and improving user experience
- Documented recurring issues, contributing to system updates that improved resolution efficiency
IT Technician & Lab Support
Toronto Metropolitan University
Toronto, Canada
04.2007 - 10.2016
- Installed and maintained workstations, configured software, and managed LAN setups for data acquisition, reducing setup times by 50%.
- Delivered deskside assistance and project support to graduate students in research labs, ensuring timely and effective technical solutions.
- Provided IT operations and troubleshooting support in a fast-paced academic environment, minimizing downtime and enhancing system reliability.
- Improved system security by reducing malware incidents by 30% through regular updates and preventive maintenance.
- Collaborated with vendors to evaluate hardware and software solutions, ensuring cost-effective, high-performance systems tailored to academic and faculty needs.
Education
Google IT Support Certificate -
01.2023
Information Technology Applications Certificate -
01.2022
Electronics Engineering Technology -
Sheridan College
Brampton, ONJunior IT Analyst Program -
NPower Canada
Skills
- IT support
- Microsoft Office 365
- User account management
- Active Directory management
- File and storage services
- Software deployment
- Remote desktop services
- Windows server deployment
- Backup and recovery
- Microsoft Exchange Online
- Microsoft Teams
- Microsoft Intune
- Azure AD
- Problem-solving
- Technical troubleshooting
- SLA standards
- Ticketing systems
- Service desk tools
- ServiceNow
- Communication skills
- Customer-focused
- Self-motivated
- Prioritizing workloads
Timeline
IT Support Specialist
Freelance & HCL Technologies
06.2022 - Current
Desktop & VoIP Support Specialist (Contract)
Scotia Wealth Management
05.2022 - 06.2022
Client Support Specialist
Uber Technologies
11.2016 - 04.2022
IT Technician & Lab Support
Toronto Metropolitan University
04.2007 - 10.2016
Google IT Support Certificate -
Information Technology Applications Certificate -
Electronics Engineering Technology -
Sheridan College
Junior IT Analyst Program -
NPower Canada
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