Napolyon Ahmed
Toronto,ON
Summary
Dynamic Technical Support Specialist with extensive experience at Harbourfront Centre, focused on system configuration and troubleshooting. Achieved significant improvements in network performance and security through strategic upgrades, delivering superior user support. Expertise in Active Directory management complements a proven ability to enhance operational efficiency and client satisfaction, with strong problem-solving skills applied to safeguard data integrity. Committed to continuous learning and adept at quickly adapting to new environments while effectively addressing complex technical issues.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Network Administrator
Harbourfront Centre
Toronto, On
05.2007 - Current
- Maintained inventory records of all hardware components used in the network environment.
- Responded quickly to user requests for assistance with computer or network problems.
- Planned, tested and supported high-availability infrastructures.
- Provided technical support for local area networks, wide area networks and Internet connections.
- Designed, configured and tested computer hardware and operating system software.
- Liaised with the network team to configure, implement, and administer LAN and WAN components.
- Installed and supported hardware and software for desktops, servers, and printers.
- Analyzed network traffic patterns to identify potential problems or areas for improvement.
- Submitted recommendations regarding infrastructure overhauls.
- Participated in on-call shifts for holidays and weekends in case of system or network-related emergencies.
- Coordinated with vendors and company personnel to facilitate purchases.
- Updated hardware and software upon availability and supervised network to eliminate bottlenecks.
- Created accounts and configured hardware to support onboarding process for new hires.
- Worked independently while coordinating project work and support functions with other team members.
- Handled network configurations after hours and on weekends to alleviate downtime and maintain smooth operations.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Consulted users to determine areas in need of improvement.
- Monitored system upgrades, patches and new configurations.
- Installed security software to protect networks.
- Supported various operating systems and server technologies.
- Configured, monitored and maintained email applications or virus protection software.
- Managed employee access, security roles and permissions.
- Managed user accounts in Active Directory and Azure AD Connector.
- Identified areas where improvements could be made in terms of system administration processes related to Office365 deployments.
- Resolved complex technical problems related to Office 365 applications.
- Built new file servers to maximize web hosting, terminal servers and domain control performance.
Technical Support Specialist
Nokian Tire
Tampere, Pirkkala
10.2024 - 02.2025
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Documented and updated case notes for each customer and work order.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Served as first point of contact for incoming technical service calls and emails.
- Conducted remote diagnostics to identify and solve technical problems.
- Used remote login tools to assist clients with technical and product questions.
- Assisted in the development of technical documentation for internal use by IT staff members.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
- Leveraged AutoCAD to design mechanical drawings and machine designs according to specific dimensions.
- Maintained inventory records of all hardware components used in the network environment.
- Performed routine troubleshooting and network monitoring.
- Planned, tested and supported high-availability infrastructures.
- Liaised with network team to configure, implement, and administer LAN and WAN components.
Education
Bachelor of Science - Information Technology
Tredy
Tampere,Finland02-2025
Bachelor of Science - Information Technology
University of Technology
Yemen09-2003
Skills
- Network administration
- Technical support
- System configuration
- Troubleshooting techniques
- MCSE certification
- Linux administration
- Active directory
- Troubleshooting and diagnosis
- Computer systems installation
- Hardware diagnostics
- Wireless networking
- Network systems installation
- VMware and Oracle VM
- Mobile device management
- Network architecture
- CompTIA network certification
- Cloud computing
- VLAN configuration
- Component installation
- Cloud networking
- Bootstrap Utilization
- Front-end frameworks
- Javascript
Certification
- Microsoft certified system Administrator
- Azure Fundamentals
- Azure Administrator
- Redhat System Administrator
- CompTIA A+
- CCNP
- OSX System Administrator
- VMware Certified Technical Associate
Languages
English
Professional
Arabic
Professional
Finnish
Elementary
Timeline
Technical Support Specialist
Nokian Tire
10.2024 - 02.2025
Network Administrator
Harbourfront Centre
05.2007 - Current
Bachelor of Science - Information Technology
Tredy
Bachelor of Science - Information Technology
University of Technology
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