Yusuf Maal
Edmonton
Summary
Focused Help Desk Analyst with 9 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
12
12
years of professional experience
Work History
IT Systems Specialist
Computer Upgrading Specialists
06.2024 - Current
- Led the installation project of 1350 computer systems at the Canadian Natural Resources site.
- Assisted with the installation and integration processes, security issues, and program upgrades.
- Provide remote tech support and troubleshooting services by phone or chat.
- Provides remote assistance and support to users, especially in remote or off-site locations. Designing, installing
- They used various system software (Google Sheets, Microsoft Outlook, MS Teams, IS Support tools, MS Word, MS Excel, MS PowerPoint, and Adobe Acrobat Reader).
IT System Administrator
Care and Planning for Hospitals Co.
09.2018 - 02.2024
- Evaluating and installing computer software, hardware, and operating systems.
- Troubleshooting the computer system and network issues of others
- Performing server and information backups and recovery operations
- Designing, installing, and upgrading data security systems
- Operating firewalls, file servers, and other computer systems
- Continually monitoring systems for security breaches and risks
- Monitoring Local Area Networks (LANs), Wide Area Networks (WANs), and network segments for security threats
- Responding to user issues, concerns, problems, and inquiries.
IT Support Engineer
ELITE INSURANCE AND REINSURANCE
02.2016 - 01.2018
- Deployed new PCs and laptops for users with OS installation and configuration of required applications and software
- Assisted in the design, implementation, and management of LANs, WANs, and Wi-Fi networks
- Installed, configured, tested, maintained, and upgraded computer systems and network equipment
- Resolved incidents related to hardware, software applications, or network connectivity issues
- Performed data backups regularly to ensure data availability in case of any disaster recovery situation.
Help Desk Technician
VISION CONCEPT Company
01.2014 - 01.2016
- Provide technical solutions and troubleshooting services on a need basis
- Backup management and File / Folder access management
- Training the Agents and Clients about the usage and functioning of the new system
- Troubleshooting Server / Clients System and Antivirus Updating/management
- Administering Active Directory, DNS and DHCP
- Keep all the computers updated with Antivirus and keep them at a good speed
- Performed system maintenance tasks
- Repaired, set up, and troubleshot printers and other peripheral devices.
Education
Diploma - Basic computer skills
Zoom Technology
Bachelor Of Computer Application - undefined
Osmania University
01.2012
Skills
- Software Installation
- Application support
- Technical issues analysis
- Hardware diagnostics
- Technical Support
- System Administration
- Desktop support
- Remote Support Management
ADDITIONAL STRENGTHS AND SKILLS
- Salesforce Administrator
- Office 365 Administrator
- Firewall administration
- Email administration
- User training
- IT support
- Troubleshooting
- Problem-solving
- Active Directory
- CCNA
- CCNP
Languages
English
Professional Working
Arabic
Full Professional
Timeline
IT Systems Specialist
Computer Upgrading Specialists
06.2024 - Current
IT System Administrator
Care and Planning for Hospitals Co.
09.2018 - 02.2024
IT Support Engineer
ELITE INSURANCE AND REINSURANCE
02.2016 - 01.2018
Help Desk Technician
VISION CONCEPT Company
01.2014 - 01.2016
Bachelor Of Computer Application - undefined
Osmania University
Diploma - Basic computer skills
Zoom Technology