MoatassemKashef

Brampton, Ontario

Contact: 416-***-****

E-mail: adw9rw@r.postjobfree.com

SUMMARY

Experienced Senior Service Desk analyst with the latest technologies in the field of Information Technology. Strengths in technology, critical thinking, troubleshooting, problem analysis, System Administration, Hardware and Software implementation and support. Comprehensive business and technical skill set. Established credibility in providing domain support for managing operations by collaborating with other teams

TECHNICAL PROFICIENCIES

●Hardware: Assemble and troubleshooting Laptop and Desktops, Cisco routers and switches, and iPhone/IMAC/Android

●Software: Android OS/APP, Microsoft Office Suite and O365, VMware, Power Shell, Windows 7/8/10/11

●Networking: TCP/IP, LAN/WAN, DNS, AD, SCCM, VPN, Firewalls, Servers, Printers, RDP

●Technical Support:9+ years of experience in the IT industry

ACADEMIC CREDENTIALS

●Bachelor of Information Technology and Network Management

Cape Breton University, Canada, Sydney, Nova Scotia

CERTIFICATIONS

●CompTIA A+

●Microsoft Hyper-V

●CCNA

PROFESSIONAL EXPERIENCE

IKO Jan. 2022 – Present

Sr. Deskside Analyst

●Providing Level 2 and 3 Support for IKO and its subsidiaries within North America.

●Provided remote and in-person services

●Using ServiceNow for ticketing system.

●Using XenMobile to manage and deploy iPhones and iPads.

●Preparing and deploy laptops and desktops.

●Managing laptops, desktops, file servers, VPN/firewalls, servers, switches, printers, Bitlocker.

●Using Citrix portal for managing and supporting users.

●Managing company specific web apps.

●Supporting Windows and Mac environments.

●Using SCCM and BigFix for deployment and administration

●Using active directory, exchange, O365, mailbox and Avaya IP to provide support and administration.

●Providing access provisioning support through AD

●Managed and tracked hardware inventory.

●Troubleshooting hardware and software.

●Creating Knowledge Base articles, support and training documentation for IT department.

●On-call and rotation support.

●Providing Ad-hoc IT project support directly with PM, management and company VP’s

●Providing data recovery support.

●Managing service desk phone que and staff to provide services within SLA requirement and guidelines.

Bell Media August 2020 – Dec. 2021

Desktop Support Specialist

●Used ServiceNow for ticketing system.

●Supporting users remotely and on-site.

●Managing and migrated Windows 10 migration project for 400 users.

●Used SCCM to migrate users to Windows 10.

●Used active directory, exchange to provide support for their accounts and adding user to additional DL’s.

●Used Black Berry UEM to provide support for user’s emails on their iPhone, black berry and android phones.

●Supporting in house applications and windows 7, 10, office 2010, 2016, MacOS.

●Prepared new desktops, laptops and imaged computers for deployments.

●Supporting Photocopiers remotely, onsite and updating software to work with Cirrato cloud printing server.

●Managing assets for loaner and new computers.

●Documented solutions for technical problems.

●Configured user’s profiles for Citrix access web-based application.

Honda Canada Jan 2020 – Apr 2020

IT Client Support

●Installed and configured computer systems and applications within Mac OSX, Windows 10 and office 365 environment.

●Provided technical support for internal end users on a variety of hardware and software problems including operating system support, application support, and system access problems.

●Migrated users to Windows 10.

●Used Active Directory, Microsoft Exchange, McAfee and RSA Security Console to provide support.

●Configured and supported android, iPhone and Cisco phones.

●Supported Audio and Video equipment for conference rooms.

●Managed and provided support for CRM.

Royal Conservatory of Music Feb2015 – Nov 2019

Technical Support Analyst

●Supported user’s onsite and using remote support tool.

●Managed Office O365, McAfee, and Reflection by Sophos and Malware bytes from admin portal.

●Provided support for active directory and creating policy.

●Managed Windows 10 project to migrate users to Windows 10 Computers.

●Managed to connect a patch cable from patch panel to the switch and enabling the port.

●Administration of Active Directory, Microsoft Exchange and office 365 Suite.

●Deployed new desktops and laptop including restoring user data.

●Troubleshooting connectivity issue for Computers, Photocopiers and moving users to VLAN.

●Supported Mac Book.

●Blackberry and Android phones support.

●Creating documents for resolved issues.

●Installed and configured VPN for users.

●Supported managers, directors and executives.

●Used service now ticketing system to provide support for end users.

●Used active directory and exchange for user’s requests.

●Supported Android and iPhone.

References Available Upon Request

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