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.
