Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Omar Ibrahim

Ottawa,Ontario

Summary

Technology-inclined professional with over 10 years of experience in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

10
10
years of professional experience

Work History

Help Desk Specialist - ITSS

Department of National Defence
06.2023 - Current
  • Provided IT user support by supporting and resolved technical issues related to personal computer
    workstations/laptops and peripherals (monitors, printers, scanners, smartphones) for users and clients of DND.
  • Configured, installed, and troubleshot local and network printers using Printer Management Software (PMS).
  • Provided DND with IT user support in a Microsoft Windows 7 and 10 environments.
  • As per ITSM processes, created tickets using AxiosAssyst to log incoming and outgoing desktop requests from initiation to completion prioritized them as required.
  • Recorded end user incident/problem requests.
  • Isolated problems and provide follow-up instruction, as required to reduce the overall number of trouble calls.
  • Provided advice and technical guidance to end users and distribute new IT assets (such as laptops, tablets,
    monitors, printers, etc.) for client needs as the situation requires.
  • Ensured IT security and safety policies and procedures are adhered to at all times in accordance with Treasury
    Board and DND regulations and guidelines.
  • Maintained records of problems reported and their resolution utilizing the provided ITSM tool in accordance with SOPs.
  • Utilized various remote-control software such as Windows Remote Assistance to resolve technical issues.
  • Provided support in a Microsoft Active Directory environment, doing password resets and adding new users.
  • Assisted clients and users with technical issues for VPN/GCSRA and Citrix connectivity, which allowed them to have access to documents and software's/applications, and the local network.
  • Upgraded systems to enable software compatibility.
    Troubleshooting hardware and software issues.
  • Contacted clients by telephone or in person to ensure all problems are resolved to ensure client's satisfaction.
  • Installed and configured hardware and software components.
  • Monitored all activities associated with each ticket or work order through to resolution.
  • Attended DND training/briefing sessions in order to gain access to Help Desk support software or Help Desk
    telephone system(s).
  • Performed tests and evaluations of software and hardware.
  • Repaired and replaced damaged hardware.
    Supported users in Microsoft Office Suites 2013/2016 and Microsoft Outlook 2013/2016 which included
    troubleshooting and configuring.
  • Installed and upgraded antivirus software and security systems to ensure network security.
  • Provided technical support to IT users and clients in a Microsoft Windows Server LAN Environment.
  • Supported users with internet connectivity issues and other related application issues for Internet Explorer and Google Chrome.
  • Maintained relationships with different employees and departments.

Intermediate account administrator

Shared Services Canada
11.2019 - 06.2023
  • Create and maintain Active Directory (AD) by creating new user accounts and update the account users
  • Experienced in HP Manager (SM9) ticketing, Active Directory, Exchange, and Novell network
  • Experienced in creation of generic mailbox, Distribution list and boardroom
  • Renaming and Ownership update for generic mailbox, distribution list, and granted full access, send as rights, or send on behalf
  • Experienced in Novell Network, creation folder, and providing access
  • Experienced in requests for new users, deleted users, share drive, move user requests, HW etc
  • Familiar with GCSX and OSSRO.

Help Desk Agent Level 1

Shared Services Canada
02.2018 - 10.2019
  • Provided technical support to IT infrastructure clients experiencing difficulties such as hardware/software, mail routing, Internet work routing, LAN/MAN/WAN services
  • Investigated, determined and documented problems that a client was experiencing and taking action to address the difficulties
  • Utilized superior knowledge of supporting and configuring various client-side applications and software, MS Office 365, ICE Bar, HCCS Support Applications, SAP, BlackBerry Enterprise & EMDM, Windows/Software updates, Cisco, software deployment, Remote Desktop Services, and remote connectivity tools to ensure full client satisfaction
  • Applied practical knowledge of networking, Active Directory and Exchange account management, troubleshooting of computer hardware and software, VOIP/telephony support, mobile device support, networked multi-function printer maintenance, audio visual/meeting/collaboration systems support, IT service tools and printers
  • Acted as the first point of contact for VIP assistance (EX-02 and above) for all IT related issues in an efficient manner
  • Assisted new employee by providing training and helped write a procedure to follow
  • Analyzed issues and suggested best practices to end user
  • Provided technical advice and assistance to the internal support groups, external partners and acted as the center of expertise on specialized technical subjects.

Active Directory Administrator

Forth land Solution Systems
01.2015 - 01.2018
  • Performed cross-platform audits of Active Directory objects and user Permission
  • Created and maintain email addresses and distribution lists in MS
  • Developed organizational units in Active Directory and managed user security with group policies
  • Provided technical support to users, upgrading software, and handling user accounts
  • Administered DNS, DHCP and WINS
  • SM7 ticketing system.

Education

Electronic Data Communications and Network -

Centennial College
06.1994

Electronics Engineering Technician Diploma -

DeVry Institute of Technology
06.1993

Skills

  • Secret Security Clearance
  • Ability to work under pressure
  • Ability to meet strict deadlines
  • Strong interpersonal skills
  • Office 365
  • User Training
  • Application installations
  • Technical/IT troubleshooting
  • VoIP Installation
  • Incident Management
  • Technical Documentation
  • Office 365
  • Account Administration
  • Excel / Word
  • EITSM
  • ASSYSTNET
  • REMOTE CONTROL
  • Windows 10 and MAC OS
  • Office 2010/2016 and O365
  • Active Directory (ActiveRoles Server)
  • Exchange and SharePoint
  • Mobile OS - Apple IOS and Android
  • Service Manager, Remedy

References

References Available Upon Request

Timeline

Help Desk Specialist - ITSS

Department of National Defence
06.2023 - Current

Intermediate account administrator

Shared Services Canada
11.2019 - 06.2023

Help Desk Agent Level 1

Shared Services Canada
02.2018 - 10.2019

Active Directory Administrator

Forth land Solution Systems
01.2015 - 01.2018

Electronic Data Communications and Network -

Centennial College

Electronics Engineering Technician Diploma -

DeVry Institute of Technology

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Omar Ibrahim