IT Help Desk & Support Specialist with 15+ Years Experience

Raheleh Sadraei

Greater Toronto Area, ON 437-***-**** **************@*****.***

LinkedIn: www.linkedin.com/in/raheleh-sadraei-27922a36

Professional Summary

Dedicated IT Support and Help Desk Specialist with over 15 years of experience providing technical support, troubleshooting hardware/software issues, and supporting enterprise IT environments in healthcare and industrial organizations. Skilled in Windows systems, Active Directory, user account management, desktop/laptop support, network troubleshooting, VPN connectivity, printers, Microsoft 365, and remote support. Strong ability to communicate with end users, resolve technical issues efficiently, and work effectively in fast-paced environments. Seeking a Technical Support or IT Help Desk role in Canada.

Technical Skills

• IT Help Desk & Technical Support

• Windows 10/11 & Windows Server

• Active Directory & User Account Management

• Password Reset & Account Provisioning

• Microsoft 365 Support

• Desktop, Laptop & Printer Troubleshooting

• VPN & Remote Support

• DHCP, DNS & Network Troubleshooting

• Ticketing Systems / ITSM Tools

• Hardware & Software Installation

• VMware & Basic Virtualization

• Customer Service & End-User Support

• Service Request & Incident Management

• Remote Desktop Support

Professional Experience

IT Support Specialist / Help Desk Support – University of Medical Sciences

Feb 2014 – Jan 2025

• Delivered daily IT Help Desk and technical support to staff in academic and healthcare environments.

• Supported desktops, laptops, printers, scanners, and Windows-based systems.

• Managed user accounts, password resets, and access permissions using Active Directory.

• Troubleshot network connectivity, VPN access, software, and hardware issues.

• Installed, configured, and maintained operating systems and business applications.

• Provided both on-site and remote technical support to end users.

• Responded to support tickets and resolved technical incidents in a timely manner.

• Documented technical issues, solutions, and procedures following IT standards.

• Supported enterprise IT infrastructure and collaborated with internal IT teams.

IT Support / Help Desk Technician – Kaveh Glass Group

Apr 2007 – Mar 2014

• Provided technical support to end users for hardware, software, and Windows operating systems.

• Installed, configured, and troubleshot desktops, laptops, printers, and office IT equipment.

• Performed network troubleshooting including DHCP, DNS, and connectivity support.

• Supported CCTV/IP camera systems and IT infrastructure.

• Maintained computer systems and replaced faulty hardware components.

• Assisted users with software installation, troubleshooting, and system access issues.

• Delivered on-site support and collaborated with team members to resolve technical problems.

Additional Canadian Experience

Cashier / Overnight Associate – Walmart Canada

2025 – Present

• Provided excellent customer service in fast-paced retail environments.

• Worked collaboratively with team members to meet operational goals.

• Demonstrated reliability, communication, and adaptability in customer-facing roles.

Education

Master’s Degree – Computer Technology

2020

Bachelor’s Degree – Software Engineering

2017

Certifications & Training

• Windows Server Training

• Network+

• Microsoft SQL

• HTML5 & CSS

• Java Programming

• VMware Administration

• CCTV / IP Camera Systems

Additional Information

• Legally authorized to work in Canada

• Strong communication and customer service skills

• Comfortable working on-site, hybrid, or remote

• Able to work independently and as part of a team

• Available to start immediately

Contact this candidate