Yahya Achak
Hamilton,ON
Summary
Developed technical support skills in fast-paced IT environment, focusing on troubleshooting, system maintenance, and user support. Adept at quickly diagnosing and resolving technical issues, with strong emphasis on customer satisfaction and efficiency. Looking to transition into new field, leveraging transferable skills in problem-solving and technical aptitude.
Overview
2
2
years of professional experience
Work History
IT Technical Support Specialist
Manulift
06.2024 - Current
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
- Leveraged monitoring tools to proactively identify potential system challenges before they escalated into major incidents.
- Contributed to the development of an internal training program for new IT Technical Support Specialists, enhancing team proficiency levels across various technologies.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Help Desk Technician
CompuCom Inc
03.2023 - 06.2024
- Provided basic end-user troubleshooting and desktop support.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
Education
Associate of Science - Computer Technician Software Support
Mohawk College of Applied Arts And Technology
Hamilton, None12-2022
Skills
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
- Ticketing system experience
- Mobile device management
- End-user training
- Printer support
- Active Directory management
- System configuration
- Software deployment
- Application support
Languages
English
Native or Bilingual
French
Full Professional
Arabic
Native or Bilingual
Timeline
IT Technical Support Specialist
Manulift
06.2024 - Current
Help Desk Technician
CompuCom Inc
03.2023 - 06.2024
Associate of Science - Computer Technician Software Support
Mohawk College of Applied Arts And Technology
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