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
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