Abdelilah Benaou

Trilingual Senior Technical Support & Service Desk Specialist with extensive experience in remote customer support, multiplatform troubleshooting, and queue/ticket management. Proven track record of delivering high First-Contact Resolution (FCR) rates, adhering to strict SLA metrics, and translating complex technical issues into clear solutions for end-users across international shift environments.

Senior Systems Support Specialist at Government of Canada (2023-06 – Present)

• Provide advanced remote technical support and incident resolution for enterprise-scale software and OS environments.
• Act as a senior escalation contact for complex support tickets, resolving software, access, and permissions issues efficiently.
• Utilize automated reporting and workflows to streamline routine maintenance and reduce Average Handling Times (AHT).
• Track, assess, and resolve system vulnerability updates to maintain operational compliance and system availability.

Senior Server Support Analyst at Shaw Communications (2019-06 – 2023-04)

• Delivered high-volume technical support and troubleshooting for server and application infrastructure supporting end-users.
• Liaised across multi-disciplinary support teams to ensure rapid incident resolution and minimal service disruption.
• Maintained accurate, detailed ticket histories and technical procedures to support team-wide knowledge bases.
• Participated in post-incident reviews (Post Mortems) to identify root causes and improve overall Service Desk workflows.

Systems Support Consultant at Long View Systems (2019-03 – 2019-06)

• Documented and dispatched customer IT incidents throughout their full lifecycle via ticketing systems.
• Responded to and resolved high-volume helpdesk requests for both French and English-speaking customers.
• Monitored client IT platforms to identify performance issues and prevent operational downtime.

Technical Support Specialist & IT Supervisor at Digital Virgo (2013-10 – 2019-02)

• Provided end-to-end technical support for over 450 users, maintaining high operational uptime for systems, networks, and VoIP tools.
• Processed inbound user requests, access permissions, and system configurations within strict SLA timeframes.
• Delivered trilingual technical assistance (French, English, Arabic) via telephone, ticketing systems, and remote access.

Bachelor of Science in Computer Science – University of Picardie Jules Verne