IT Helpdesk Support L1

Naeim ElSabagh

403-***-**** **************@*******.*** Calgary, AB

SUMMARY

Versatile Technical Specialist with strong project coordination skills and a customer focused approach. Benefits from extensive IT Network and Help Desk experience (Wal-Mart, Ericsson, Orange Business Services). Holds Bachelor’s Degree in Electronics and Telecommunications Engineering, with additional IT Networking Diplomas and global certifications. Clearly identifies and understands problems and excels at diagnosis, problem resolution, and effective stakeholder communication.

SKILLS

Diverse experience in Technical Support and Coordination in Operations, IT and Telecom fields

Works great independently, and in a team setting

Responds well in high-pressure fast environment calling for excellent organizational skills and interpersonal communication skills

Proficient in Help Desk support via telephone and email communications

Strong skills in identification, troubleshooting, and resolving technical issues and concerns

Excellent coordination, planning, communication and presentation capabilities

Commitment to customer service, with the ability to build productive relationships and loyalty

EDUCATION

•Computers and Networks Systems Diploma – Bay River College Calgary, AB 2017

•Network Engineering Diploma – triOS College Mississauga, ON 2004

•Bachelor of Electronics and Telecommunications Engineering – AAST University Alexandria, Egypt 2000

OTHER COURSES AND CERTIFICATIONS:

Certified Associate in Project Management (CAPM) Calgary, AB 2023 #3419843

Cisco Certified Networking Associate (CCNA) Calgary, AB 2016 #CSCO12751219

Remedy Ticketing System

A+/Windows7,8,10

Windows Server 2012

Microsoft Power BI

Microsoft Project

Microsoft Office 365

EMPLOYMENT

IT Helpdesk Support L1

Wal-Mart Logistics Canada – Calgary, AB Jan 2018 - Present

Provides technical support for desktops, laptops, printers, peripheral devices, software applications, and different network components

Interfaces with clients, service delivery units, management, and other team members to ensure requests are routed to the appropriate service provider

Maintains trouble-ticket system (Connect wise) to record technical requests and track user calls and e-mails; Assign tickets to appropriate resolver groups and keep updated inventory records

Installs hardware, software and device drivers on standalone computers including configuring networks including LAN/WAN, Cat5/6 Cable

Maintains excellent client relations and service satisfaction based on outstanding communication, technical efficiency and problem-solving skills

Managed users’ permissions and control access to network resources through Active Directory

Assists the Project Managers with solving any issues that may arise during any project implementation on site and producing any project implementation progress reports

Primarily interfaces with clients, vendors, immediate management, and other team members to ensure an accurate service request is routed to the appropriate service provide

NOC Support Engineer

Ericsson AB – Dubai, UAE 2008-2015

Identified the location and severity (Critical/Major/Minor) of the alarm/event and initiated recovery actions, notification procedures, and dispatch teams FE on-site

Monitored Microwave links BW to balance the STM-Traffic

Responded to escalations for technical support for customer (MW/IP) network, ensuring that fault alarms were identified, investigated, and resolved within the SLA

Acted as a coordinator with Helpdesk providing support in areas such as Infrastructure Operations, Systems Engineering, IT NOC, and Security escalations and outages.

Deployed, and coordinated the work with field engineers and dispatched staff to job sites

Answered phone calls and efficiently used ticketing systems to provide 24/7 issue resolution

Automated server errors, and audit logs and perform system backups/restores

Managed O&M Ericsson Microwave Links for DCN Visibility, Traffic Routing, Packet Links, XPIC link, RSL, LOS, Interferences, HW faulty, loop tests, SWBL up gradation, link budget, VLANs, SFP's, LAN /switch/WAN ports, hanging, etc.

Technical Implementation Coordinator

Orange Business Services – Cairo, Egypt 2005-2007

Managed the End-to-End testing with the Customers and Order Management entities

Coordinated, implemented, and ensured seamless, error-free, and end-to-end delivery of all IP services (Pure IPVPN bandwidth changes) within the committed customer due Target Delivery Date (TDD), while providing both internal and external customers with full visibility

Managed Chassis Swaps / Module Installation / Upgrades and downgrades for all types of protocols / Backups / Relocations of customers’ sites / Ports allocation/ Circuit testing projects

Coordinated worldwide communications with all entities involved in IP service migrations

Ensuring project team adheres to provided timelines and deliverables

Ensuring documentation is maintained throughout the length of the project

Solving any issues that may arise during any assigned project

Assisting the Project Manager with administrative functions and processes

Managing day-to-day activities for the Project Management team

Analyzing project data and producing progress reports

Help Desk Technician

Future Shop – Brampton, ON 2001-2003

Provided professional and friendly customer service and maintained communication with customers

Utilized technical skills to troubleshoot and resolve both simple and complex problems

Collaborated with the team to document and/or resolve issues

Escalated all problems beyond the scope of resolve to the next level of expertise

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