Yacoub Abdillahi

I am a dedicated and hardworking IT professional with hands-on experience across diverse technical support roles, including help desk, IT analysis, and systems administration. With a strong foundation in computer programming and a history of delivering timely and effective technical support in high-pressure environments, I thrive in dynamic workplaces that demand adaptability and problem-solving. My experience spans both public and private sectors, and I bring a proven ability to troubleshoot network and software issues, respond to incidents efficiently, and support national-level service desks.

I am eager to bring my expertise and dedication to a challenging new role where I can continue to grow and contribute.

Return Agent - Avis Budget Group

(2025-11)

• Conducted vehicle check-ins and performed detailed inspections for damage, cleanliness, and fuel levels
• Documented and processed damage claims accurately using internal rental management systems
• Delivered exceptional customer service during high-volume return periods
• Explained charges, fuel policies, and damage assessments clearly to customers
• Resolved customer concerns professionally to maintain positive client relationships
• Updated vehicle status in inventory tracking systems in real time
• Managed rental agreements, contracts, and payment processing

IT Help Desk Technician - Elections Canada

(2023-01 - 2025-06)

• Installed, monitored, and maintained secure operating systems, user accounts, and software for government-wide election infrastructure
• Performed scheduled system backups and restoration testing for continuity of operations
• Collaborated with technical teams to update and secure servers; applied OS patches and configured antivirus tools
• Maintained SharePoint sites for departmental workflows and documentation control
• Created and regularly updated inventories of all hardware and software; managed licensing and asset tracking. Ticking system used was Assyst
• Troubleshot end-user issues related to software configuration, printers, and connectivity on a government-wide area network (GWAN)
• Worked with the technical team to maintain secure systems, assisting with server updates, patching, and user data backups to support election operations

IT Support Analyst - Corporations Canada, Innovation, Science and Economic Development Canada

(2021-05 - 2023-01)

• Delivered Tier 1 support to internal and external users for hardware and software issues within a secure, Government-Wide Area Network (GWAN) environment
• Logged, routed, and resolved IT service tickets using Heat
• Diagnosed and resolved technical issues involving printers, desktops, VPN connectivity, and MS Office suite
• Maintained and updated inventory records for hardware (laptops, phones, peripherals) and software licenses in coordination with asset management
• Created documentation and reports on incident trends for management review
• Identified, documented, and escalated recurring technical issues, contributing to systemic resolution
• Guided users in accessing services and navigating digital platforms during federal programs and events

IT Operations Support - Sunlife Canada

(2020-02 - 2021-05)

• Supported internal users by resolving technical issues related to systems access, accounts, and application performance
• Conducted regular system checks to ensure stable access to internal platforms and resolved login or configuration issues
• Performed updates on office hardware and provided end-user training for new tools and systems
• Documented IT requests, outcomes, and follow-ups in ticketing system to ensure traceability. Ticket system used was service now
• Assisted in setting up and configuring devices for new hires and managing onboarding IT kits
• Participated in hardware lifecycle management and asset tagging initiatives

Diploma - Computer Programming - Algonquin College (2020 - 2023)