- Sports: Football, Snowboarding & Team Biking
- Travelling & Outdoor adventures
- Home Renovation
Mohammed Kefel
Hamilton,ON
Summary
Detail-focused Computer Support Specialist with 7 years employing knowledgeable, research-intensive approach to computer hardware and software problem resolution. Expert at performing complex IT troubleshooting and resolution projects. Thorough monitoring of equipment and application performance to meet organizational performance thresholds. Resourceful tracking of industry technology trends and self-observed issue-resolution activity for standards adoption and IT documentation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
System Support Professional
Jolera Inc.
01.2024 - Current
- Proactively managing high severity and priority tickets through ConnectWise and provide Tier 1 and Tier 2 support for end-users seeking assistance with technical issues, providing effective resolutions efficiently
- Assisted in the planning and execution of several successful IT projects, ensuring timely completion within budget constraints.
- Provided technical support and successfully resolved complex issues involving Office 365, G Suite, Active directory, servers, firewalls, VPNs, network printers, and file sharing systems.
- Served as a liaison between various support groups during system outages and worked with third party vendors or service providers to remediate outage issues
- Created Knowledge Base index for client and account documentation, increasing in proficiency and time to resolution
IT Support Specialist
Grand Erie District School Board
05.2023 - 12.2023
- Provide technical support to end-users across all 72 schools at GEDSB.
- Support end users in installing applications, transfer and maintaining licenses for commercial software.
- Install, configure, maintain Laptops, Mobile Devices, Printing, Network connections
- Troubleshoot Windows 10, Microsoft O365, Adobe, MVAL, PowerSchool and other applications.
- Build and update knowledge base from incident/problem tickets on TopDesk
- Assist employees in managing accounts, passwords, and other changes as required in Active Directory
- Prioritize, manage service support requests, and update tickets as required on TopDesk.
- Process incoming technology orders and maintaining them using IT Enterprise Asset Management System.
Technical Support Analyst
Ministry of Public and Business Service Delivery
05.2022 - 05.2023
- Deliver and provide technical support to end-users in the office and remote.
- Install, configure, maintain, and support Laptops, Mac, Mobile Devices, network equipment, Printing, Digital Media Conference, and other IT services and applications.
- Prioritize and manage service support requests in line with expected service levels targets.
- Monitor and update the service delivery system for assigned tickets and assigned locations.
- Prepare and provide support documentations, including procedural documentation when required.
- Provide Training in some situation as required to the end-users.
- Manage end user devices, setup of laptops and mobile devices , using End Point Portal in Microsoft Azure.
- Assist employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required.
IT Computer Technician
Rugged Books Inc
09.2017 - 04.2022
- Collecting & Documenting Asset/Configuration information of the LAN, and SaaS based applications, including connectivity, Role based Access Control Permissions.
- Manage Company’s Microsoft Office 365 Tenant & Wi-Fi access points
- Performing on-site repairs & preventative maintenance on Laptops, Tablets & peripherals, (OS, Software & Hardware) ensuring efficient service & customer satisfaction.
- Provide 2 nd level customer tech. support via phone, email, & on-site.
- Installing, configuring, testing software applications.
Education
Associates Degree - Computer Systems Technology
Mohawk College of Applied Arts And Technology
Hamilton, ON12-2022
Skills
- Powershell
- Project Management
- ITIL Support
- Linux, Oracle
- Virtualization
- Microsoft Server Admin
- TCP/IP, Cisco Routing & Switching
- Nmap, Wireshark, Packet Tracers
- Wireless Networking
- Python Programming, HTML 5
- CSS3, Github, SQL Databases
Certification
- Certified AWS Solution Architect - Associate
- Currently Training towards Cisco Certified Network Professional
EXTRACURRICULAR Activities
TryHackMe Student December 2021 - Present
▪ Completing Cyber Security real-world lab challenges via online platforms.
▪ Gained practical skills in Web Hacking, Burp Suite, Network Security, Vulnerability Research & Metasploit
Interests
Timeline
System Support Professional
Jolera Inc.
01.2024 - Current
IT Support Specialist
Grand Erie District School Board
05.2023 - 12.2023
Technical Support Analyst
Ministry of Public and Business Service Delivery
05.2022 - 05.2023
IT Computer Technician
Rugged Books Inc
09.2017 - 04.2022
Associates Degree - Computer Systems Technology
Mohawk College of Applied Arts And Technology
Similar Profiles
Stervin SunnyStervin Sunny
PMO Coordinator at Jolera IncPMO Coordinator at Jolera Inc
Ibraheem Ahmad MirzaIbraheem Ahmad Mirza
Systems Support Professional at JoleraSystems Support Professional at Jolera
Bamidele OBAJEMIHIBamidele OBAJEMIHI
Accounts Receivable Clerk/Office Administrator at Reynolds Construction CompanyAccounts Receivable Clerk/Office Administrator at Reynolds Construction Company