Ahmed Al-Bazzaz

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

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.

EDUCATION:

Applied Science University 

Amman, Jordan                                                                                                           2007-2011

Bachelor’s Degree in Software Engineering.