I enjoy staying updated with the latest advancements in technology, reading about emerging trends, and exploring how they can be applied to improve IT systems and processes
MOHAMAD ALDARDARI
"I’m An IT Support Specialist With Expertise In Troubleshooting, System Administration, And End-user Support. I Specialize In Optimizing IT Workflows, Managing User Accounts, And Resolving Technical Issues To Enhance Productivity And Satisfaction
Mississauga,ON
Summary
Results-driven IT Support Specialist with over 10 years of experience in system administration, technical troubleshooting, and end-user support. Proficient in tools like Active Directory, Azure AD, ServiceNow, and PowerShell scripting to streamline IT operations. Skilled in resolving technical issues, deploying software, and optimizing network infrastructure. Strong communicator with a focus on enhancing user satisfaction and operational efficiency. Adept at automating workflows and delivering measurable improvements in productivity and security
Overview
18
18
years of professional experience
1
1
Language
1
1
Certificate
Work History
Freelance IT Support Specialist
Self -Employed
11.2023 - Current
- Deploy iOS applications across end users' iPhones, ensuring 98% compliance with security standards and reducing app-related incidents by 25% through continuous updates and system optimizations
- Execute video file compression using advanced encoding techniques and media optimization tools to meet platform-specific storage and format requirements, facilitating efficient digital marketing workflows
- Maintain and optimize network infrastructure to ensure reliable internet services, uninterrupted broadband connectivity, and continuous access to television channels for all users
Systems Administrator
HCL-Tech
06.2022 - 11.2023
- Supported multiple concurrent projects by delivering clear communication, proficient use of ServiceNow, and ensuring alignment with internal support areas, business technical teams, and external vendors, resulting in improved operational efficiency
- Supported over 1,000 Suncor Energy user accounts across macOS, Windows, and mobile platforms to streamline access and improve user satisfaction
- Provisioned and managed over 30 new user accounts weekly, performed software installations, password resets, network drive mappings, Active Directory configurations, coordination with VDI team to fix VDI platforms issues, including security groups, shared mailboxes, and file permissions, to ensure secure, accurate access for all users
- Handled over 25+ Level 1, 2, and 3 ticket issues per day, including break/fix support and administration of Active Directory, network shared drives, and RSA soft tokens
- Achieved a 90% ticket closure rate within SLA, minimizing end-user downtime
- Led after-hours ticket queue management and conducted thorough user onboarding/offboarding processes
- Achieved a 90% ticket closure rate, consistently resolving technical issues within defined SLAs to ensure timely support and high customer satisfaction
- Managed 25+ tickets daily using ServiceNow and CGI manuals to exceed performance expectations consistently surpassing resolution targets and enhancing team productivity
- Identified system inefficiencies, implementing solutions that reduced the IAM team’s backlog by 10%, contributing to the company’s $12.5 billion revenue
- Awarded HCL-Tech Award of Excellence for closing tickets on time and getting a positive response from customers
Customer Service Specialist
Uber Technologies
11.2016 - 05.2022
- Achieved a 4.96/5.00 customer satisfaction rating, surpassing the average by 36%
- Resolved 90% of app-related issues on the first call, minimizing follow-up contacts and improving user satisfaction
- Delivered prompt assistance via phone and text, with an average resolution time of 15 minutes per issue
IT Support & Electronics Specialist
TMU
04.2007 - 10.2016
- Successfully managed four student projects daily, optimizing lab processes and improving project outcomes by 25%
- Reduced malware incidents by 30% and improved system security through regular updates and preventive maintenance
- Reduced support request times by 20% through efficient troubleshooting, minimizing lab downtime
- Enhanced experimental test accuracy and reduced data loss incidents by 15% through the successful implementation of a robust network setup, connecting Ethernet cables between data acquisition systems and ethernet hubs
- Improved hardware functionality and lifecycle by 20% through proactive maintenance of PCs, laptops, and peripherals
Education
Junior IT Analyst Program - Google IT Support Certificate
NPower Canada
Mississauga, ONInformation Technology Applications Certificate - undefined
Brian J Fleming
Mississauga, ONElectronics Engineering Technology - Cooperative Education
Sheridan
Brampton, ONSkills
Windows 10
Linux
Microsoft 365
MDM
SAP Fieldglass
MS Excel
PowerPoint
Word
Access
Windows Server (2010/2013/2016)
Exchange Online
Office 365 Suite
Azure AD
Saviynt
Active Directory
Teams
iOS & Android
One Identity Active Roles
Intune
Outlook
OneDrive
Power BI
TCP/IP
DNS
DHCP
Basic Structure Cabling (BSC)
User account management
permissions
account provisioning
AD basic administration
PowerShell
HTML
CSS
ServiceNow
OS deployment
application installations
antivirus installations
backup and disaster recovery solutions
VoIP Systems
PC Deployment
data transfer
software reinstallation
Exceptional Communication
Customer-Centric
Time Management
Strong English Communication
Interpersonal and Stakeholder Management
Motivated and Collaborative
Analytical and Problem-Solving Abilities
Software installation
Desktop support
System configuration
Projects
Post-Suncor Cyberattack Recovery, Restored 100% of compromised accounts through Azure AD and Intune, ensuring secure access and reducing potential security risks. Cyber-Ark Security Management, Improved access efficiency by creating and managing security groups, achieving a 99% on-time access rate. Data Acquisition Test Channel Expansion, Expanded test channel capacity by about 50%, accelerating project completion times and reduced equipment costs by 40%. Windows 8 System Imaging Deployment, Standardized imaging process, reducing setup time by 25% and increasing device deployment efficiency. Server Access with RSA Soft Token, Reduced downtime for Android/iOS users by 20% by swiftly resolving soft token issues, enhancing secure access in critical domains.
Interests
Hockey, Swimming, Ping-Pong, Baseball, Badminton
I enjoy Swimming and playing {Hockey, Soccer,Basketball,Baseball and Badminton] in my spare time. It helps me stay active, unwind, and maintain a healthy work-life balance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Google IT Support Certificate
Accomplishments
HCL-Tech Award of Excellence. Earned this recognition for consistently closing tickets on time and receiving positive feedback from customers for your exceptional service delivery.
Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursHealthcare benefitsWork from home optionPersonal development programsTeam Building / Company RetreatsPaid sick leave4-day work weekCompany CulturePaid time offStock Options / Equity / Profit SharingLanguages
English
Advanced (C1)
Arabic
Intermediate (B1)
Timeline
Freelance IT Support Specialist
Self -Employed
11.2023 - Current
Systems Administrator
HCL-Tech
06.2022 - 11.2023
Customer Service Specialist
Uber Technologies
11.2016 - 05.2022
IT Support & Electronics Specialist
TMU
04.2007 - 10.2016
Information Technology Applications Certificate - undefined
Brian J Fleming
Electronics Engineering Technology - Cooperative Education
Sheridan
Junior IT Analyst Program - Google IT Support Certificate
NPower Canada