Marwa ismail

I’m a security-focused IT professional with 8+ years of experience in technical support, system administration, and infrastructure management. I bring hands-on strengths in Active Directory, Microsoft 365, and cloud services, with a focus on secure configurations and identity access management.

In my current Technical Support role at Packetlabs Ltd, I implemented advanced troubleshooting workflows that reduced system downtime by 45% in six months, improving SLA compliance and client satisfaction. I investigate and resolve high-volume technical issues daily, including cloud security incidents and identity access problems, and collaborate with security engineers to streamline workflows and cut resolution time by 30%.

Previously at Canada Post, I developed a diagnostics framework that increased traceability of security and service issues by 40%, enabling faster containment and resolution. I resolve 300+ technical issues weekly, use validation checks to reduce recurring incidents by 60%, and improve reliability through proactive patching, automated backups, and secure configuration baselines.

Earlier, as a Help Desk Technician at Sunnybrook Health Sciences Centre, I delivered front-line IT support under strict SLAs in a healthcare environment—supporting infrastructure upgrades and migrations with zero critical downtime. I also audited and secured Active Directory accounts, reducing unauthorized access by 20%, while maintaining 99.9% uptime in a high-availability environment.