Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Omid Razani

Ottawa

Summary

Experienced and results-focused IT Support Specialist with over 5 years of hands-on experience in help desk support and technical troubleshooting. Known for quickly identifying and resolving hardware, software, and network issues to keep systems running smoothly with minimal downtime. Confident supporting end-users, managing IT systems, and delivering friendly, reliable service in high-pressure environments. Well-versed in Windows and Linux platforms, Active Directory, remote support tools, and widely used enterprise applications. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Technical Support

Hyper Star (MAF Carrefour retail, UAE)
01.2018 - 12.2024
  • Delivered responsive and effective technical support (Level 1 & 2) to users via phone, email, and remote access tools, resolving hardware and software issues promptly.
  • Diagnosed and fixed problems with desktops, laptops, printers, and network connections.
  • Installed, configured, and maintained Windows operating systems, software applications, and regular updates.
  • Managed user accounts, access permissions, and group policies using Active Directory.
  • Set up and supported email accounts, shared calendars, and distribution lists in Microsoft Outlook and Office 365.
  • Used ticketing systems like JIRA and ServiceNow to track, manage, and document support requests efficiently.
  • Performed routine maintenance, antivirus updates, and system backups to ensure security and data protection.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Provided onboarding IT orientation and hands-on training for new staff, promoting best practices.
  • Created internal documentation for common issues and solutions to improve team efficiency.
  • Worked closely with server and network teams to troubleshoot and resolve more complex technical issues.
  • Maintained a high level of customer satisfaction by communicating clearly and professionally throughout the support process

Education

Master of Engineering - Computer and Electrical engineering

University of Ottawa

Bachelor Of Computer Software Technology Engineering - undefined

IAU

Skills

  • Operating Systems: Proficient with Windows 7, 10, and 11; familiar with macOS and basic Linux administration
  • Remote Support Tools: Experienced with TeamViewer, AnyDesk, and Windows Remote Desktop for remote troubleshooting
  • Networking: Solid understanding of TCP/IP, DNS, DHCP, VPN setup, and LAN/WAN issue resolution
  • System Administration: Skilled in managing user accounts, Group Policies, and Active Directory environments
  • Hardware Support: Hands-on experience with setting up and repairing PCs, laptops, printers, scanners, and other peripherals
  • Software Support: Strong knowledge of Microsoft 365, Outlook, Teams, Zoom, and various antivirus programs
  • Security: Familiar with endpoint protection tools, basic firewall configurations, and managing user access controls
  • Ticketing Systems: Efficient in tracking and prioritizing issues through systems like ServiceNow while meeting SLAs
  • Backup & Recovery: Able to perform basic data backups, system restores, and use imaging tools such as Acronis
  • Documentation: Created clear and helpful internal documentation, user manuals, and technical procedures
  • Customer Service: Strong communication and problem-solving skills; experienced in user support and training
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Problem-solving

Certification

  • Certificate in System Administration - MCSE 2022
  • Certificate in Network administration – CCNA

Languages

English
Full Professional

Timeline

IT Technical Support

Hyper Star (MAF Carrefour retail, UAE)
01.2018 - 12.2024

Bachelor Of Computer Software Technology Engineering - undefined

IAU

Master of Engineering - Computer and Electrical engineering

University of Ottawa
Omid Razani