AEAbdillahi Elmi
@abdillahielmi
Dedicated IT support professional with expertise in technical troubleshooting.
CanadaWhat I'm looking for
I am a dedicated IT support professional with a strong background in providing technical assistance and support across various platforms. My experience spans over several years, during which I have honed my skills in incident management, ticketing systems, and client support. I take pride in my ability to communicate effectively in both of Canada’s official languages, ensuring that I can assist a diverse range of clients with their IT needs.
Throughout my career, I have successfully managed technical support for over 1,000 users, resolving escalated incidents and ensuring compliance with security standards. My recent role as a Level 2 Service Desk Analyst at ISED Canada has allowed me to further develop my skills in Active Directory, ServiceNow, and network troubleshooting. I am committed to continuous learning and growth, as evidenced by my recent completion of a Cyber Security Operations Diploma from Willis College.
Experience
Work history, roles, and key accomplishments
Level 2 Service Desk Analyst
ISED Canada
Nov 2024 - Present (7 months)
Provided advanced technical support for over 1,000+ users across federal departments, resolving escalated IT incidents and service requests in accordance with ITIL practices. Diagnosed and resolved software, hardware, and network issues involving Windows OS, Microsoft 365, VPN access, and mobile device management (MDM).
Asset Management
Transport Canada
Mar 2020 - Sep 2023 (3 years 6 months)
Used Active Directory to add users/devices to certain groups and Remedy to create Work Order tickets for device upgrades. Facilitated the process of repatriating and disposal of IT assets, ensuring end-to-end coordination and support for digital services.
Help Desk Support Agent
Government of Canada
Jul 2018 - Feb 2020 (1 year 7 months)
Answered inquiries by providing clients with desired information on government policies and programs, maintaining the call center database by entering all information into the system. Identified recurring situations and escalated them to the Team Lead, while also helping train new employees on call flow etiquette.
Help Desk Support
Shared Services Canada
Apr 2016 - Jul 2018 (2 years 3 months)
Provided IT support using Microsoft Windows Remote Assistance and resolved issues for remote workers using VPN. Utilized tools such as Incident Management, Service Request Management, Problem Management, and Assets Management.
Technical Support Agent
Bell Canada
Aug 2013 - Apr 2016 (2 years 8 months)
Categorized and recorded reported queries, providing solutions and resolving software and hardware issues. Monitored issues from start to resolution, escalating unresolved problems to a higher level of support when needed.
Education
Degrees, certifications, and relevant coursework
Willis College
Diploma, Cyber Security Operations
Completed a comprehensive program in Cyber Security Operations, gaining expertise in various aspects of cybersecurity. Graduated in September 2022.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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