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Technology / Internet
Samer Almadhoun

Samer Almadhoun

IT Support
Mississauga, Ontario


About Samer Almadhoun:

Personable and knowledgeable IT support technician with over 9 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 95% of issues without transferring to Tier 3 support.


Work Experience

IT Support Engineer

Injazat - Information Technology and Services              15/07/2021 – Present

Current project in TRANSCO - Abu Dhabi Transmission & Dispatch Company


Key Qualifications & Responsibilities

  • Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
  • Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
  • Installed both computer hardware and software.
  • Completed password changes and supplied active directory support.
  • Supporting users and network administrators over the telephone and by email.
  • Maintain the companies network infrastructure.
  • Networking and providing support for Windows 10.
  • Configuration and testing of any new hardware and software.
  • Installing and operating Windows desktop and server operating systems.


IT Support Engineer

Excellency Group Companies-Al Ain      01/11/2020 – 14/07/2021

  • Installed and checked hardware and software applications.
  • Knowledge of ITIL Service, Change and Problem management processes.
  • Assisted end users in utilizing new and existing technology options.
  • Responded to telephone, email and helpdesk second line support requests.
  • Installed and patch updated hardware and software.
  • Ensured maintenance of system data security.


IT Branch Support Engineer

Abu Dhabi Commercial Bank         01/09/2019 – 01-09-2020

  • Managed PC setup and deployment for new employees using standard hardware, images and software.
  • Manages the resort in the entire network maintenance, this includes administration and documentation of computer networks, telephones and cable TV networks
  • Installed, tested and configured new workstations, peripheral equipment and software.
  • Managing the branches in Abu Dhabi & Al Ain with more than 40 Branches.
  • Installation and Configuration of Network Based Printers and Multifunction Devices (Network).
  • In-charge of 1st level support of network and application related issues.
  • In charge for troubleshooting of Basic issues for the Onsite ADCB ATM Machines across Abu Dhabi & Al Ain
  • Device Management and Configuration.
  • Configuration and troubleshooting of Alcatel IP Phones.
  • Coordinating with various teams to identify from IT and business to
  • Ensure that the issues resolved at the earliest.



Kirovograd National Technical University (Ukraine).

BSc Computer Engineering              September 2002 - August 2007


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