Michael Younan

IT analyst with more than seven years of hands-on experience supporting end-user systems, service-desk operations, and secure desktop environments in education and post-secondary settings. Strong background in incident handling, hardware and software troubleshooting, Windows imaging with SCCM, Active Directory administration, and Microsoft 365 / Intune / Entra portals. CompTIA Security+ certified, with additional training in networking, Kali Linux, and information security management.

Learning Technology Specialist at Ottawa-Carleton District School Board (2022-01 – Present)

Business & Learning Technology

• Receive, log, and track incidents, service requests, and problems in the HEAT ticket system; monitor progress and follow up with users by priority.
• Provide technical support and problem resolution for desktop, laptop, and Chromebook hardware and software in a large PC/LAN environment.
• Build new PCs from standard desktop images and reimage Windows endpoints using SCCM according to IT department standards.
• Reimage Chromebooks with recovery media; repair and replace screens, batteries, keyboards, RAM, SSD/HDD, NIC, video cards, and power supplies.
• Install, configure, troubleshoot, and repair classroom projectors (Epson, NEC) and smartboards.
• Run reports to identify recurring malfunctions and support ongoing problem management.
• Apply IT service-management practices to keep ticket records complete and close issues after user confirmation.

IT Support Analyst at Universel College, Campus Gatineau (2020-09 – 2022-01)

• Performed Windows administration: account creation, password resets, lockout requests, and file-rights assignments.
• Evaluated and repaired computer hardware and installed software on classroom Windows 10 Pro systems.
• Managed classroom audio/video and IP phone systems (framework, microphones, speakers, cameras).
• Supported local and distance-learning equipment: Windows and MacBook laptops, iPad and Android tablets, Chromebooks, smartphones, screens, and cameras.
• Delivered on-site and remote support by phone, TeamViewer, and VPN.
• Tested backup and recovery procedures on a regular schedule.

IT Support Analyst at Arab Academy for Science and Technology (2010-02 – 2014-06)

• Provided hardware and software problem-solving for end-user and classroom computing environments.
• Supported user accounts, access, and day-to-day workstation issues.
• Assisted with installation, configuration, and maintenance of computers and peripherals.

Microsoft Network and Security Administrator in Network and Security Administration – Cégep Heritage College (2020)