Idiris Waberi

★ Worked remotely, providing call centre support services, managing service tickets in Assyst
and ECconnex.
★ Experienced in Firewall, Switch BigFix, Microsoft Dynamics 365, Active Directory and
connecting Mailboxes to Exchange Server.
★ Supported Elections Canada Head Quarters wireline and wireless equipment.
★ Received and managed inventory of telecom and telephony devices and accessories.
★ Updated user profiles in Election Canadas TIS (Telephone Information System).
★ Managed outgoing shipment of devices, documentation, and accessories.
★ Provided wireless support to a minimum of 1, 000 users.
★ Compiled daily reports and statistics on active deployment.

★ Selected to support Tier1 lifecycle management tasks, assisting end-users with a diverse
computer system, mobile device, and peripheral equipment problems.
★ Supported Blackberry, iPhone, and Samsung devices with BES10, BES12, EMDM
administrator access, Citrix for iPad, Mac, and Windows 10.
★ Devised solutions to operations issues related to Windows 7/10, and Mac OS, working closely
via phone, email, live chat, and web teleconference.
★ Documented all transactions and support interactions in the system for future reference and
addition to knowledge base.
★ Processed over 45 support requests weekly on a wide range of technical issues related to MS
Office 365 and ITSM.

★ Managed daily store operations, including staffing and training, planning, compliance, inventory
control, and financials.
★ Established and administered an annual budget with effective controls.
★ Delivered in-depth training and mentored to help staff improve abilities and advance work
quality.
★ Awarded Stars of the City for customer service excellence in 2009 & 2015.
★ Recognized for impressive marketing by Ottawa Airport management techniques.

★ Delivered comprehensive IT support services to clients including Aspire Zone Foundation and
Sports Facility Management.
★ Supported approximately 2, 000 end users across multiple channels, including phone, email,
and remote access.
★ Demonstrated strong technical proficiency and a proactive, solution-driven approach.
★ Recognized as a dependable team member who is committed to addressing stakeholder needs
while upholding industry best practices in both hardware and software support.
★ Played a key role in enhancing service delivery and ensuring high users satisfaction.
★ Responsive attitude, with technical expertise and commitment to continuous improvement,
instrumental in driving value not only for Intaleq, but also its clients.

★ Worked within a team of 1000 spread across Canada, with a team of 300 locally, providing
Second- and Third-Line support.
★ Provided IT support to end-users in Canadian government agencies.
★ Sent email remedies and followed up phone calls.
★ Resolved technical issues via a remote connection.
★ Managed all IT Service Management (ITSM) processes, ensuring effective utilization of tools
such as SMAX, Remedy, and ServiceNow for seamless service delivery.
★ Proactively managed customer complaints, including accurate recording, monitoring, escalation
and resolution in line with established procedures.
★ Reviewed and analyzed incident data to identify and prioritize recurring issues, ensuring
accurate problem classification for effective resolution.
★ Ensured customers current and future service requirements are thoroughly understood,
documented, and incorporated into Service Level Agreements (SLAs) and Service Level
Requirements SLRs.
★ Ensured alignment between targets specified in Underpinning Contracts and those defined in
SLAs and SLRs for consistent service quality.
★ Facilitated regular Service Performance Reviews, ensuring necessary actions are
identified/executed promptly to maintain service excellence.
★ Diagnosed and resolved software, network, and technical issues with laptops/iPads.
★ Provided on site support when required.
★ Excellent work ethics, professionalism, and competency in person and remotely.

IT Support For FIFA Project Qatar Doha November 2022 - Present
Serve as the point of contact for users seeking technical assistance over the phone, email or inperson.
Answer queries by telephone, e-mail, or self-service portal to support or request computer hardware, software,
network, application, and other systems involved in IT Services delivery.
Assess impact, priority, and urgency of the client requests to make proper decision on severity of the request.
Investigate and help resolve issues on customer’s IT domains using agreed troubleshooting methodologies.
Install, upgrade, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment.
To have knowledge on ITSM processes and consult end-users on workflow.
Perform troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Document solutions and troubleshooting steps concisely in ITSM system and alert other Support Group members on
new or updated requests.
Provide accurate information on IT services to the client groups.
Record incident and request updates and resolution in the ticket logs .
Pass on any feedback or suggestions by the clients to the management team.
Identify and suggest possible improvements on processes and procedures.
Participate in bump-in, bump-out process. Deploy and configure all agreed IT equipment (PC, peripherals, printers, etc.)
in relative spaces.
Deliver support and troubleshooting in Operating Systems (Windows, MacOS) and Applications (e.g. Office 365, Browser,
Antivirus, Active Directory, etc.)
Configuring and deliver support and troubleshooting laptops, Desktops, Tablets, Monitors, PC Accessories, TVs, Printers,
Scanner, e-mail account and Telephone extension.
Deliver basic support and troubleshooting such as LAN equipment, printer configurations and break/fix instructions.
Deliver basic support and troubleshooting in other Audio-Visual equipment (projectors, speakers, microphones,
controllers, video conferencing) .
Monitor incidents and requests close to SLA breach.
Meet required response SLA
Responsible of maintaining IT assets including hardware across its lifecycle.
Contribute to other Onsite IT Support, Service Desk, and Asset Management activities

★ Served as the main point of contact for users seeking technical assistance over the phone,
email or in-person.
★ Responded queries via telephone, e-mail, or self-service portal to support or request computer
hardware, software, network, application, and other systems involved in IT Services delivery.
★ Carried out the installation, upgrade, support and troubleshooting of printers, computer
hardware and peripheral equipment.
★ Documented solutions and resolved steps in ITSM system and alerted other support group
members on new or updated requests.
★ Provided accurate information on IT services to the client groups.
★ Recorded incidents and requested updates and resolution in the ticket logs.
★ Conveyed any feedback or suggestions received from clients to the management team.
★ Configured and delivered support and resolved technical issues with laptops, desktops, tablets,
monitors, PC accessories, TVs, printers, scanners, e-mail account and telephone extension.
★ Resolved issues related to LAN equipment, printer configurations and other Audio-Visual
equipment such as projectors, speakers, microphones, controllers, and video conferencing
equipment.
★ Monitored incidents and requested close to SLA breach and ensured adherence to SLAs.

T Operations Support
Experience Firewall, Switch BigFix, Microsoft Dynamics 365, Active Directory and connecting Mailboxes to Exchange
Server.
Provide call centre support services. Manage wireless data and voice services. Provisioning and support of EC HQ
wireline and wireless equipment. Receive and manage inventory of telecom and telephony devices. Receive and manage
inventory of telecom and telephony accessories. Update EC user profile in Election Canada’s TIS (Telephone Information
System). Manage outgoing shipment of devices, documentation, and accessories. Provide wireless support to a
minimum of 1, 000 users. Manage service tickets and support in Assyst and ECconnex. Provide daily reports and statistics
on active deployment

★ Played a key role supporting Tier 1 and Tier 2 using the BMC Remedy-based system.
★ Installed and configured computer hardware operating systems and applications.
★ Responded to calls, chat, and emails at the companys help desk, assisting employees and
customers with computer issues.
★ Processed over 80 support requests weekly for technical assistance on a wide range of issues
related to MS Office 365 and ITSM, SCCM / Intune, Active Directory, Azure, PowerShell.
★ Administered Windows (7, 10) Google Chrome, Internet Explorer, Microsoft Edge, Microsoft
Office Suite, SAP, PeopleSoft HRMS, SCMS (Shared Case Management System), GCDOCS,
Interwoven, Siebel, SQL Server (2014, 2008, 2005, and associated tools), Oracle (11g, 12c),
Cognos, Visual Studio, NET, Eclypse, Java, Microsoft SCCM, OpenText document
management, Windows Server (2012 R2, 2008), and Citrix.
★ Increased team morale, reliability, and customer satisfaction by 15%.

Selected to configure computers, servers, and peripheral devices to work within established company and security parameters. Managed permissions, filters, and file sharing. Demonstrated skills in troubleshooting, deep understanding Idiris

▪2 of system architecture and diagnostics. Coached Junior Service Desk Agent in handling escalations and complex issues. Answered multiple client queues such as phone, email, chat, and overflow. Provided technical support and assistance to the companys clients and colleagues and worked closely with customers to diagnose and resolve any IT related problematic issues. Triaged tickets for IM/IT Service Desk and SD Escalation queues in BMC Remedy.
▪Monitored and investigated network issues, managed user accounts, and installed and configured multiple network devices, such as servers, routers, and switches.
▪Installed and updated/upgraded hardware and software and executed various administrative duties as required.
▪Removed malware, ransomware, and other threats from laptops and desktop systems.
▪SCCM, InTune, Office 365, Active Directory, Exchange Online, azure, PowerShell
➢Played a pivotal role in successfully maximizing team efficiency, decreasing backlog of unresolved tickets/requests, which increased client satisfaction and boosted revenues by allowing time to manage additional projects.

★ Promoted to Technical Support Specialist, configuring computers, servers, and peripheral
devices to work within established company and security parameters.
★ Monitored and investigated network issues and managed user accounts.
★ Managed permissions, filters, and file sharing.
★ Demonstrated a deep understanding of system architecture and diagnostics.
★ Responded to multiple client queues via phone, email, chat, and overflow.
★ Triaged tickets for IM/IT Service Desk and SD escalation queues in BMC Remedy.
★ Installed and configured multiple network devices, such as servers, routers, and switches.
★ Installed and updated/upgraded hardware and software and executed various administrative
duties as required.
★ Removed malware, ransomware, and other threats from laptops and desktop systems.
★ Coached junior service desk agents in handling escalations and complex issues.
★ Played a pivotal role in maximizing team efficiency, decreasing backlog of unresolved
tickets/requests, and boosting revenues.

GLOBAL AFFAIRS - Canada 2018-2019
Technical Support Specialist
Selected to configure computers, servers, and peripheral devices to work within established company and security
parameters. Managed permissions, filters, and file sharing. Demonstrated skills in troubleshooting, deep understanding
Idiris A. Waberi
of system architecture and diagnostics. Coached Junior Service Desk Agent in handling escalations and complex issues.
Answered multiple client queues such as phone, email, chat, and overflow. Provided technical support and assistance to
the companys clients and colleagues and worked closely with customers to diagnose and resolve any IT related
problematic issues. Triaged tickets for IM/IT Service Desk” and SD Escalation” queues in BMC Remedy.
▪ Monitored and investigated network issues, managed user accounts, and installed and configured multiple
network devices, such as servers, routers, and switches.
▪ Installed and updated/upgraded hardware and software and executed various administrative duties as required.
▪ Removed malware, ransomware, and other threats from laptops and desktop systems.
▪ SCCM, InTune, Office 365, Active Directory, Exchange Online, azure, PowerShell
➢ Played a pivotal role in successfully maximizing team efficiency, decreasing backlog of unresolved
tickets/requests, which increased client satisfaction and boosted revenues by allowing time to manage
additional projects.

IT Support

Administrative work