Siham Amin
Brampton,Canada
Summary
As a Help Desk Analyst with over three years of experience, I provide technical support and troubleshooting for end-users in various environments. I specialize in diagnosing and resolving hardware, software, and network issues efficiently. My key responsibilities include assisting users with technical inquiries, guiding them through troubleshooting, and maintaining accurate support records. I work with various operating systems and applications, collaborating with teams to implement solutions. Committed to enhancing the user experience, I strive to meet service level agreements (SLAs) and maintain clear communication. I prioritize continuous learning to stay updated with industry trends and support evolving technologies.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
EllisDon
09.2023 - Current
- Deliver first-line technical support by promptly troubleshooting hardware, software, and network issues
- Efficiently manage service desk requests via email, phone, and tickets to ensure swift resolution
- Diagnose and escalate technical issues
- Provide first-line technical support to internal users by troubleshooting hardware, software, and network issues
- Respond to and manage service desk requests via email, phone, and support tickets in a timely and efficient manner
- Diagnose, resolve, and escalate technical problems to senior IT staff, or third-party vendors, as necessary
- Install, configure, and update software and hardware, including company devices and construction technology tools
- Assist in maintaining and improving internal systems, servers, and databases to enhance reliability
- Collaborate with other departments to identify and address technology-related challenges
- Keep an up-to-date knowledge base of common issues and effective solutions
- Ensure all IT-related assets, including hardware, software, and licenses, are properly tracked and maintained
- Provide user training on software and systems as needed
- Monitor and report on IT system performance, ensuring security protocols and backup systems are in place
- Act as the primary point of contact for customers regarding post-construction service requests, maintenance, and facility-related inquiries
- Coordinate all aspects of facility care, including scheduling, and overseeing maintenance and repair work
- Ensure that customer requests and issues are resolved promptly and professionally, maintaining a high level of satisfaction
- Track and manage service requests through to completion, ensuring that the appropriate actions are taken, and timelines are met
- Collaborate with internal teams (project managers, construction teams, vendors) to resolve customer concerns, and ensure quality post-construction care
- Develop and maintain strong customer relationships, ensuring a smooth transition from the construction phase to facility management
- Conduct regular inspections of facilities to ensure they meet customer expectations and industry standards
- Maintain accurate records of customer communications, work orders, and facility issues
- Provide feedback to project managers and design teams to inform future design or construction improvements
- Prepare and present regular reports on customer care performance, including service satisfaction, and any recurring issues
Help Desk IT Analyst
Precise Park Link
01.2021 - 06.2023
- Provide first-line technical support for hardware, software, and network-related issues via phone, email, and in person
- Diagnose and resolve technical problems, including IT system errors, device malfunctions, and connectivity issues
- Troubleshoot and resolve user requests for assistance with IT services, including parking-related systems and devices
- Escalate complex issues to senior IT staff and follow up to ensure resolution
- Maintain and update technical documentation and knowledge base
- Assist with software installations, updates, and configurations
- Perform routine maintenance on IT systems and equipment, ensuring they are operating efficiently
- Monitor IT system performance and identify areas for improvement
- Provide excellent customer service, maintaining a positive relationship with end users
- Track and report technical issues in the company's ticketing system
- Contribute to ongoing IT projects, including system upgrades, and the implementation of new technology solutions
- Stay up to date on the latest technology trends, tools, and best practices
Education
Bachelor of Science - Applied Mathematics
Ryerson University
Toronto, ON10.2020
Skills
- ITIL framework
- Network connectivity
- Application support
- Operating systems
- Security protocols
- Incident management
- IT troubleshooting
- MS office
Certification
COMPTIA+++ Certification
Accomplishments
- 12/01/24, Awarded the Leadership Award for our department.
- 06/01/20, Awarded the Financial Perspective Award during graduation.
Languages
Timeline
Help Desk Support Specialist
EllisDon
09.2023 - Current
Help Desk IT Analyst
Precise Park Link
01.2021 - 06.2023
COMPTIA+++ Certification
Bachelor of Science - Applied Mathematics
Ryerson University
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