Mahdis Khaledi IT Support

Montreal, Quebec 438-***-**** adcx1w@r.postjobfree.com LinkedIn

Professional IT Support with extensive practical experience working with computers and resolving critical user incident that are raised to the service desk. Proven ability to administer and control the operation, configuration and maintenance of computer-based information systems, through an eye for detail and excellent in documentation skills. Relates well with people at all levels independently and as a key part of a technical team.

Key Strengths:

Strong Communicator Multi-Tasker Documentation Highly Detailed Meticulous Problem Solver Responsive Trouble-Shooter Key Team Contributor Strong organizational skills

Technical Skills:

Database: Oracle, SQL server, Access

Programming: SQL, PL/SQL, HTML, CSS, SSRS, Familiarity with Java and Python

Cloud solutions: Microsoft office365, Skype, one Drive, One note, Dynamic CRM, Visio, zoom

Protection: Antivirus Server, Patch Management, Bit locker, McAfee, Symantec

Infrastructure: Active Directory, DHCP, DNS, FTP, IIS, GPO, WSUS, VPN

Virtualization: VMware, Hyper-deployment

Other skills: Jira, Scrum, Agile, ticketing system, Arcserve, SCCM

Operating Systems: Win Server 2003/2008, 2012 Windows 7, XP, familiarity with Linux

PROFESSONAL EXPERIENCE

MORNEAU SHEPELL Montreal, Quebec 2019 NOV-present

Senior Analyst Investigating and solving System Problem

Effectively developed a functional and technical understanding of the integrated solution architecture.

In conjunction with programmers and analysts, assisted in the analysis of problems reported by internal and external clients who are using our integrated solution.

Significantly Documented the diagnostic procedure in order to identify the problematic process and/or component.

MERCER CANADA (PAVILION FINANCIAL CORPORATION) Montreal, Quebec 2017-2019

Began with Pavilion in 2017, transitioning to Mercer in 2018 through acquisition. Delivered IT support services for clients around the globe.

Senior IT Support Specialist

Effectively resolved DHCP and network issues using a variety of platforms including servers.

Created an Excel spreadsheet using pivot tables that reduced the working time dramatically.

Significantly increased accuracy of IT assets reports by using centralized inventory database.

Effectively monitored, prioritized and processed all computer requests, critical user incident coming through Octopus ticketing system. locally and remotely over the phones and other tools and optimizing technical support procedures.

Successfully resolved business problems for all business users locally and remotely over the phones and other tools, providing effective technical support.

Worked with O365 and AD and Microsoft Exchange for Creation and configuration of accounts.

Deployed Workstation (win7,10) and upgraded hardware and software.

Developed and updated documentations on SharePoint creating a user manual for future IT employees.

Monitored, prioritized and processed all computer requests coming through Octopus ticketing system.

Deployed new hardware and software to respond to client needs.

TELEPERFORMANCE Montreal, Quebec 2017

Technical Support, Apple Products

Effectively delivered direct response and support to clients to troubleshoot apple products including iPhone, iPad, laptop, desktop and peripherals.

Delivered consistent and accurate system problem resolution by identifying and troubleshooting software issues with 100% accuracy and follow-through.

TALIYA MOBILE OPERATOR Tehran, Iran 2011-2016

Database Administrator

Gathered all records from different switches and imported into the database using an application from Siemens and SQL loader to insert bulk records into oracle database.

Provided exceptional technical support for database system using OEM (client), Oracle 11g database control & SQL*Plus by monitoring database systems.

Performed Data migration between databases using both Oracle 10g and 11g export/import utility and Oracle 11g exp/imp data pump.

Significantly improved system performance by developing relevant stored procedures.

PREVIOUS PROFESSIONAL EXPERIENCE

MOBILE COMMUNICATION TECHNOLOGIES CO. Tehran, Iran, Help Desk Specialist

EDUCATION

Bachelor of Science, Computer Engineering, Shahid Beheshti University, Tehran, Iran

Cloud Computing Certificate, John Abbott, Montreal, Quebec

Database and Web Programming, AEC, Vanier College, Montreal, Quebec

Certificate, SQL, Analysis Services (SSAS), John Abbott, Montreal, Quebec

Certificate, SQL, Integration Services (SSIS), John Abbott, Montreal, Quebec

LANGUAGE PROFICIENCY

English: Advanced, French: Intermediate, German: Basic, Persian: Native

Contact this candidate