Ahmed Al-Bazzaz

IT Service Desk Technician

Talent

Milton, HaltonMember since June 23, 2023

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About

I have 11 years experience in IT Desktop support and System Administrator.

Experience

SUMMARY

Dedicated Help Desk professional and System administrator with over 11 years of experience providing Tiers 1 and 2 support for high-volume enterprise software systems.

TECHNICAL SKILLS

Operating System: Windows Server 2008,2012R2,2016,2019. Windows 7,10,11.

Networking: LAN/MAN/WAN, TCP/IP, DNS, Cisco Routers and Switches, DHCP, Active Directory Domain Controller, Firewall, MacAfee, Remote Desktop Access, Group Policy, VLAN, Sophos.

Applications: Eclipse, Cisco Packet Tracer, FileZilla, EaseUS Data Recovery and Partition Master, Outlook, Office 365 Administration, Remote Troubleshooting, Windows Desktop OS (all versions), SCCM, ServiceNow, G-Suite, MS Visio, IT Glue, ConnectWise Manage and Automate, MSP SolarWinds, Zendesk, Veeam, Datto, Jabber, Webex, Ivanti.

Platforms: Microsoft Azure, VMware, vSphere, VirtualBox, Hyper-V, OKTA, Dynamics 365, PowerShell.

PROFESSIONAL EXPERIENCE

Service Desk Technician City of Hamilton, Hamilton, ON. Canada December 2021 – April 2023

Installation and troubleshooting of Microsoft O365 Suite, Webex, Jabber and AnyConnect VPN, Adobe creative cloud products and Windows 10,11.
Managed over 5000 Users and accounts on Active Directory and Microsoft 365 Admin center, Azure Directory, SharePoint, and Cisco.
Expert in following support Categorization, prioritization, escalation, and resolved incidents over 4500 end users via telephone, web portal and e-mail in a courteous manner.
Followed up with over 280 clients per month to ensure optimal customer satisfaction.

IT Helpdesk Support L1 and L2 CIM Solutions, Brampton, ON. Canada March 2021 – December 2021

Created and maintained Active Directory, Azure Directory, SharePoint, MS Teams, Yammer, OneDrive for Business Exchange Server Enterprise accounts, distribution lists, and network permissions
Troubleshoot (Cable\ DSL & wireless) internet connectivity issues.
Migrated and remedied over 200 Office365 accounts.
Installed, installed, and troubleshooting VPN issue for Sophos and Cisco Meraki.

System administrator Gatestone INC, Toronto, ON. Canada July 2020 – January 2021

Provided support to over 300 end users.
Created, Designed, and implemented, Programs, Distribution, Task Sequences Points, Collections and MSI packages to deploy Applications Using SCCM for windows desktops.
Assembled and disassembled over 40 desktops and laptops computers for repairs and added RAM.
Created Organizational Units, User Accounts, Groups, and assigned NTFS permissions.
Remotely administered, repaired, and Installed bank software as well as imaged office software.

IT Field Service Engineer as contractor

Estée Lauder, Markham, ON. Canada August 2019 – February 2020

Imaged, configured, deployed, maintained, and supported computer workstations, laptops, and printers.
Assisted in migration over 150 users from Windows 7 to Windows 10.
Assisted the SCCM group with software installations for company.
Performed LAN Ethernet troubleshooting in response to customer complaints; implemented new network connects.

IT Administrator

Arab News Broadcast (ANB) Channel, Amman. Jordan September 2012 – February 2019

Provided IT support for over 80 Users.
Installed, Setup, maintained and repaired hardware, software on desktop PCs.
Configured, tested, and troubleshot routers and LAN/WAN/VLAN/Wireless network equipment.
Troubleshoots Windows 7, 10, Windows server 2008R2, 2016 and Mac OS issues.
Installed and administrator’s Active directory, DC, DNS and DHCP.