Summary
Overview
Work History
Education
Skills
Websites
LANGUAGES
Certification
Timeline
Generic

Moussa Keita

Toronto,Ontario

Summary

I am a seasoned and versatile Information Technology professional with over 17 years of experience supporting complex IT environments across desktop, mobile, server, database, application, and network administration. My expertise spans system administration and end-user support at the executive level, including VP, SVP, CFO, CEO, and Board Directors.

Throughout my career, I have contributed to high-performing IT operations in diverse industries such as telecommunications, pharmaceuticals, banking, mining, and consulting. I bring a strong commitment to service excellence, technical problem-solving, and continuous improvement in corporate IT infrastructure

Overview

21
21
years of professional experience
1
1
Certification

Work History

Sr, Bilingual IT Specialist/Applications Administrator

IAMGOLD Corporation
09.2012 - 06.2025
  • Managed Intune to configure all the mobiles in the corporate environment and site
  • Migrated over 300 employees to the teams and MS Authenticator including Site.
  • Developed a suite of IT troubleshooting user tutorials, leading to a decrease in IT tickets by 20%
  • Improved IT communications by reducing misconceptions and ambiguities between the users and the IT department by 30%
  • Managed SCCM to effectively rollout software while maintaining a low impact to business operations and images user devices
  • Implemented and maintained Active Directory and Exchange Server 2003
  • Improved technical documentation resulting in 30% increase in system transparency for all staff
  • Troubleshooted all the applications related to finance, HR and Board directors
  • Supported all corporate users and VP, SVP, CFO, CEO and other Board directors in across regional offices as well the Site Technician
  • Managed and resolved over 150 tickets per week, while maintaining a 96% customer satisfaction rate
  • Create user profile from exchange prime to cloud migration
  • Onboard user from the first day and provide all the tools
  • Configure laptop and Desktop to deploy for user
  • Configured and maintained all the Sysco phone and user profiles
  • Setup and maintain Conference Cisco Video Conferencing equipment
  • Provide support via Email, Phone, Teams Chat, or onsite.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Provided exceptional customer service by promptly addressing problems reported by endusers.
  • Walked individuals through basic troubleshooting tasks.
  • Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
  • Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
  • Implemented effective backup systems to ensure data integrity and availability in case of disaster recovery scenarios.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Trained employees on new technologies, increasing competency levels across the organization.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
  • Secured sensitive data by establishing robust cybersecurity measures and protocols.
  • Conducted regular system audits to identify vulnerabilities, weaknesses, or deviations from established policies or procedures.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Maintained personnel records and updated internal databases to support document management.

Bilingual Infrastructure Analyst

CIBC Canadian Imperial Bank of Commerce
04.2011 - 09.2012
  • Responsible for the day-to-day operational management of the Technology organization, focusing on an integrated approach to operations, service delivery, planning and the processes supporting CIBC
  • Responsible for enterprise services such as Email, Telecom, Disaster Recovery, Network
  • Servers, Availability, Change Management and partnership with Hewlett Packard (HP)
  • Respond to client needs from multiple lines of businesses related to infrastructure and service delivery requests; resolve and/or escalate for one or more products or services.
  • Maintain written documentation on each contact; respond to clients; escalate complex incidents to the next level of support as required by documented procedures/policies.
  • Respond to client requests (telephone, email, web) for infrastructure support to defined service level objectives. Track and/or monitor the incidents to insure a timely resolution.
  • Implemented network monitoring tools for proactive identification of potential bottlenecks or outages.
  • Designed storage strategies tailored specifically for each business unit''s unique needs within budget constraints.
  • Collaborated with vendors to troubleshoot hardware failures, resulting in minimal impact on operations.
  • Developed documentation for system configurations, procedures, and best practices to ensure consistent application across the organization.
  • Provided technical support to end-users, addressing complex issues and ensuring timely resolution.
  • Collaborated with cross-functional teams to design, develop, and implement scalable infrastructure solutions.
  • Participated in business continuity planning efforts, ensuring seamless failover capabilities during unplanned events.
  • Maintained high availability of critical systems through regular maintenance and disaster recovery planning.
  • Optimized resource allocation by analyzing usage trends and recommending appropriate hardware upgrades or replacements.
  • Trained junior team members on best practices in infrastructure management, boosting their knowledge base while increasing overall team productivity.
  • Contributed to the development of IT policies and procedures that promoted standardization across the organization''s infrastructure landscape.
  • Streamlined IT processes for increased efficiency with automation tools and scripting.
  • Managed virtual server environments using hypervisor technology for efficient utilization of resources.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Offered input for complex documents to support client-ready final versions.

Bilingual Help Desk Support Analyst

Johnson & Johnson
01.2010 - 04.2011
  • Implemented and maintained Active Directory Infrastructure
  • Developed maintenance plans and applied disaster recovery techniques
  • Implemented and monitored action alarms as they were presented into the alarm viewers or as advised via internal clients, following the documented guidelines
  • Working as a project administrator for the deployments of new hardware change to the entire store across Canada, and the Pre-Installation/ordering of supplies/hand holding (Vendor, dealers and store staff).
  • Assisting a User for SAP and BW password reset.
  • Provided customer support and technical support to 30 customers daily.
  • Established strong relationships with vendors and suppliers for improved collaboration on product updates or bug fixes.
  • Actively participated in ongoing professional development, staying current with industry trends and advancements to better serve clients and colleagues.
  • Contributed to the success of company-wide IT projects by providing valuable input and support during implementation phases.

Bilingual Service Desk Agent

Shoppers Drug Mart
01.2009 - 01.2010
  • Supported all internal users (more than 15000) as well as SDM stores (more than 1500 nationwide)
  • Provided 2nd level incident support and resolution for in-store workstation technology, including PoS, back-office and customer facing kiosk workstations
  • Used Wyse Device Manager to log into client system for Hone Health Care
  • Provided network, hardware, software and POS support
  • Used of terminal services, Citrix and remote access
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Streamlined service desk operations for increased productivity through effective task prioritization and time management.
  • Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

Bilingual Technical Support

Rogers Communications Inc & Fido
02.2004 - 01.2009
  • Troubleshoot the Modem, home networking and escalation as Tier 2.
  • Troubleshoot the PC, and other devise.
  • Investigated and determined resolutions by log in to Remedy trouble Ticket.
  • Tracked, tracing 911 call Durant in emergency
  • Configure cellular data communications equipment and systems, blackberry, Pager, Cell phone and I Phone.
  • Generated a 20% increase in customer loyalty through building rapport and cultivating long-term customer relationships.
  • Log in to user account by remote support tool such as VNC and VPN client.
  • Benchmarked my performance against the highest campaign quotas and consistently overachieved them by up to 10%.
  • Raised customer awareness of the available products and influenced the customer perception.
  • Sales all the products from Roger’s telecom (Internet, Cable TV, Home phone and Cell phone.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Skilled at working independently and collaboratively in a team environment.

Education

Associate of Applied Science - Network And System Administration

HERZING COLLEGE
Toronto
09.2008

Associate of Applied Science - Computer And Information Systems

Centennial College Toronto
Toronto
12.2005

Skills

  • Certifications: A, Net, CCNA and MCSE, MCSA messaging- Exchange, CCNP in progress
  • Cloud Platforms: Microsoft 365/ Teams Administration, Azure, AWS, Intune, Entra SaaS, MFA Microsoft Authentication, Copilot
  • Systems and hardware: Cisco routers and switches and PIX, Nortel firewall, IDS/IPS, RAID, fundamental knowledge of SAN/NAS, Modems, Hubs, Network peripherals (printers, patch panel, Scanner, All-in-one), Terminal Server, Pc anywhere, Network Monitoring and testing tools (Network and Performance Monitor, Wireshark), SMS, Alcatel and Nortel Networks routers, VMware, ASA, ACS, SDM, ServiceDesk Plus, Cisco Meraki
  • User Software and Hardware: Windows 10, 11, Desktops and laptops (HP/ Dell, IBM), SCCM, Wireshark, SmartView, OneStream, Leapfrog, AutoCAD, Datamine, Services Desk, ServiceNow, SolarWinds, Lansweeper, Bloomberg, ServiceNow, Remedy, Icare, VPNs, Endpoint Protection (Sentinel One, Trend Micro), Zero Trust, CrowdStrike, SMT, EPOS, Bitbucket
  • Infrastructure systems and hardware: Active Directory, GPO, Exchange, backup solutions, McAfee and Norton and Symantec, Kaspersky), ISA server 2004, Citrix Client, SQL server 2005, SharePoint Application, SAP, BW, ERA CMR, POS
  • Networks/Protocols : RIP, EIGRP, OSPF, BGP, IS-IS, MPLS, HSRP, VRRP, GLBP, Cisco Unified communications Manager (Call Manager), QoS, VPN, RRAS, DNS, DHCP, IIS, NAT, FTP, Telnet, xDSL (SDSL and VDSL), SSH, RSA, Symmetric/Asymmetric cryptographic algorithms and standards, PKI, VMware and BES, Wireless technologies, Call Manager familiarity, Nagios, Fruity and NeoWare
  • Managerial and soft skills: ITIL essentials, IT Project management, customer service skills, technical writing skills, very high adaptive skills and fast learner

LANGUAGES

English: fluent
French: fluent

Certification

  • Azure in progress
  • A+
  • Net+
  • CompTIA Network
  • MCSE
  • MCSA
  • Certify Understanding Networking Fundamentals
  • CCNP in progress
  • CompTIA Network+ CompTIA Network

Timeline

Sr, Bilingual IT Specialist/Applications Administrator

IAMGOLD Corporation
09.2012 - 06.2025

Bilingual Infrastructure Analyst

CIBC Canadian Imperial Bank of Commerce
04.2011 - 09.2012

Bilingual Help Desk Support Analyst

Johnson & Johnson
01.2010 - 04.2011

Bilingual Service Desk Agent

Shoppers Drug Mart
01.2009 - 01.2010

Bilingual Technical Support

Rogers Communications Inc & Fido
02.2004 - 01.2009

Associate of Applied Science - Network And System Administration

HERZING COLLEGE

Associate of Applied Science - Computer And Information Systems

Centennial College Toronto

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Moussa Keita