Ali Hatefi Email & Phone Number

Toronto, On, Ca

Mississauga, Ontario, Canada

User Account and Device Management:- Proficiently managed user accounts in Active Directory and Azure AD.- Conducted timely onboarding and offboarding processes for employees.- Maintained devices through Intune, ensuring regular updates and security enhancements.- Coordinated hardware and software provisioning for new hires.Troubleshooting:- Diagnosed and resolved hardware and software issues, minimizing downtime.- Provided first-level support for end-users… Show more User Account and Device Management:- Proficiently managed user accounts in Active Directory and Azure AD.- Conducted timely onboarding and offboarding processes for employees.- Maintained devices through Intune, ensuring regular updates and security enhancements.- Coordinated hardware and software provisioning for new hires.Troubleshooting:- Diagnosed and resolved hardware and software issues, minimizing downtime.- Provided first-level support for end-users, escalating complex issues as needed.- Conducted proactive hardware maintenance to prevent potential issues.- Responded to and resolved IT service desk tickets within established SLAs.Documentation and Training:- Maintained technical issue records and an up-to-date knowledge base.- Created user-friendly guides and documentation for common IT tasks.- Conducted user training sessions to empower colleagues with IT resource usage.- Offered personalized remote support and guidance to users.IT Security:- Enforced IT security and usage policies to protect organizational assets.- Conducted regular security audits and vulnerability assessments.- Supported data protection compliance efforts for sensitive data.- Educated users on best practices for cybersecurity awareness.Windows 10 Deployment:- Used PowerShell for streamlined Windows 10 deployment on Intune-managed devices.- Managed software deployment and updates, ensuring a consistent user experience.Office 365 and OS Support:- Diagnosed and efficiently resolved Office 365 and OS-related issues to maintain productivity.FortiClient and FortiNAC:- Demonstrated proficiency in FortiClient and FortiNAC for network security management.- Configured and monitored security policies to protect network assets.Automation:- Improved workflow efficiency through shell scripting and automation of routine tasks.- Automated software installations and updates to reduce manual intervention. Show less

Toronto, Ontario, Canada

Customer Engagement and Solution Identification- Collaborated with customers to identify tailored solutions, meeting their unique needs and enhancing value.Product and Service Expertise- Demonstrated in-depth knowledge of company products and services, effectively identifying and recommending referral opportunities.Sales and Follow-Up- Proactively engaged with customers, soliciting feedback on sales, and promoting additional products and services, resulting in… Show more Customer Engagement and Solution Identification- Collaborated with customers to identify tailored solutions, meeting their unique needs and enhancing value.Product and Service Expertise- Demonstrated in-depth knowledge of company products and services, effectively identifying and recommending referral opportunities.Sales and Follow-Up- Proactively engaged with customers, soliciting feedback on sales, and promoting additional products and services, resulting in increased revenue.Sales Leadership- Led sales efforts in technology and workspaces departments, fostering a high-performance culture among associates and consistently achieving targets.Quoting and Assistance- Accurately prepared quotes for technology systems and related products, ensuring seamless customer experiences.Communication and Inventory Management- Effectively communicated sales data, inventory levels, and product issues to store leaders, contributing to improved decision-making.Operational Excellence and Customer Experience- Operated cash registers and implemented robust loss prevention measures, maintaining impeccable store cleanliness and safety standards.Training and Coaching- Provided valuable training and coaching to associates, monitoring their performance to ensure team success.Sales Strategies and Account Acquisition- Strategically sourced sales opportunities, researched potential accounts, built relationships, and provided technical information to drive revenue growth.Customer Feedback and Promotion- Conducted targeted follow-up calls to collect customer feedback on sales, successfully promoting additional products and services. Show less

Toronto, Ontario, Canada

Comprehensive Technical Support- Delivered comprehensive technical support through various communication channels, including phone, email, chat, and in-person interactions.- Successfully resolved technical inquiries, guiding users through effective troubleshooting procedures.Problem Diagnosis- Utilized probing questioning techniques, remote troubleshooting, and diagnostic tests to pinpoint root causes of technical issues, ensuring efficient problem… Show more Comprehensive Technical Support- Delivered comprehensive technical support through various communication channels, including phone, email, chat, and in-person interactions.- Successfully resolved technical inquiries, guiding users through effective troubleshooting procedures.Problem Diagnosis- Utilized probing questioning techniques, remote troubleshooting, and diagnostic tests to pinpoint root causes of technical issues, ensuring efficient problem resolution.Documentation and Knowledge Management- Maintained an organized knowledge base repository, encompassing articles, FAQs, and troubleshooting guides, facilitating rapid issue resolution for customers and the support team.Hardware and Software Support- Assisted customers in setting up, configuring, and maintaining hardware and software components.- Proficiently handled tasks such as installing new equipment, updating drivers, and resolving software compatibility challenges.Remote Technical Support- Provided remote assistance and troubleshooting using phone and remote desktop tools, guaranteeing swift problem resolution and customer satisfaction.Training and Product Utilization- Conducted informative training sessions for end-users and customers, enabling them to maximize product utilization and enhance their technical skills.Time Management and SLA Adherence- Effectively prioritized and managed multiple customer inquiries and technical issues, consistently meeting service-level agreements (SLAs) and ensuring timely support.In-Store and In-Home Technical Support- Provided hands-on technical support, including hardware upgrades, repairs, and system setups at customer locations, delivering convenient and personalized solutions.Data Migration and Backup Execution- Expertly executed data migration projects, set up reliable backup solutions, and ensured data integrity and security for customers, safeguarding critical information. Show less

Tehran, Tehran, Iran

Network Monitoring and Management:- Spearheaded 24/7 VoIP network monitoring utilizing advanced tools.- Diagnosed and resolved network issues to ensure uninterrupted voice communication.- Collaborated with network engineers to proactively address capacity and scalability challenges.Incident Response Leadership:- Led incident response efforts during network disruptions, effectively minimizing downtime.- Orchestrated cross-functional teams for rapid… Show more Network Monitoring and Management:- Spearheaded 24/7 VoIP network monitoring utilizing advanced tools.- Diagnosed and resolved network issues to ensure uninterrupted voice communication.- Collaborated with network engineers to proactively address capacity and scalability challenges.Incident Response Leadership:- Led incident response efforts during network disruptions, effectively minimizing downtime.- Orchestrated cross-functional teams for rapid troubleshooting and resolution of VoIP-related incidents.- Maintained detailed incident logs and documented solutions for future reference.Quality Assurance and Optimization:- Implemented rigorous quality assurance protocols to enhance call quality.- Continuously assessed call quality metrics and optimized network configurations.- Effectively applied Quality of Service (QoS) policies to prioritize voice traffic.Team Supervision and Development:- Supervised and coached NOC technicians and engineers to achieve peak performance.- Conducted regular performance evaluations and provided tailored training and development plans.Capacity Planning and Scalability:- Accurately forecasted network capacity to support the expanding VoIP traffic.- Ensured the availability of ample resources to meet service demands.Security and Compliance Management:- Enforced robust security measures to safeguard VoIP infrastructure.Thorough Documentation:- Maintained meticulous records of network configurations, procedures, and incident reports.- Developed and updated standard operating procedures (SOPs) to enhance NOC efficiency.Vendor Engagement:- Collaborated with VoIP service providers and vendors to troubleshoot technical issues and enhance services.Emergency Response Planning:- Developed and managed comprehensive disaster recovery and business continuity plans for VoIP services. Show less

Tehran, Tehran, Iran

Website Development:- Designed, developed, and maintained responsive WordPress websites.- Customized themes and integrated plugins to enhance website functionality and user experience.- Proficient in HTML, CSS, JavaScript, PHP, and MySQL for front-end and back-end solutions, ensuring seamless website performance.Content Management:- Organized and curated website content, ensuring SEO compliance to improve search engine rankings.- Created, edited, and… Show more Website Development:- Designed, developed, and maintained responsive WordPress websites.- Customized themes and integrated plugins to enhance website functionality and user experience.- Proficient in HTML, CSS, JavaScript, PHP, and MySQL for front-end and back-end solutions, ensuring seamless website performance.Content Management:- Organized and curated website content, ensuring SEO compliance to improve search engine rankings.- Created, edited, and published pages/posts, maintaining consistency in style, tone, and branding.Customization and Functionality:- Implemented custom features and functionalities to meet project-specific requirements, enhancing website uniqueness and functionality.SEO and Performance Optimization:- Optimized content for search engines, improving website visibility and ranking.- Enhanced website performance, security, and speed through optimization techniques.Security and Maintenance:- Conducted regular updates, security audits, backups, and disaster recovery planning to ensure website stability and data protection.Testing and Debugging:- Ensured error-free website functionality, cross-browser compatibility, and responsiveness through rigorous testing and debugging.Content Creation and Strategy:- Generated and edited content in line with SEO goals and content strategy, contributing to improved website performance and user engagement.User Experience (UX):- Enhanced UX through logical content organization and optimized interfaces, resulting in improved user satisfaction and navigation.Social Media Integration:- Coordinated content sharing on social media platforms to boost visibility and engagement, expanding the website's reach and audience. Show less

Tehran, Tehran, Iran

Installation & Configuration:- Proficiently install, configure, and maintain VoIP hardware and software components, including IP phones, gateways, routers, and switches (e.g., Cisco, Avaya, Polycom).- Set up VoIP servers to ensure seamless network integration, with expertise in platforms like Asterisk and GENBAND Application Server.Technical Troubleshooting & Maintenance:- Expertly diagnose and resolve hardware and software issues related to VoIP systems using diagnostic… Show more Installation & Configuration:- Proficiently install, configure, and maintain VoIP hardware and software components, including IP phones, gateways, routers, and switches (e.g., Cisco, Avaya, Polycom).- Set up VoIP servers to ensure seamless network integration, with expertise in platforms like Asterisk and GENBAND Application Server.Technical Troubleshooting & Maintenance:- Expertly diagnose and resolve hardware and software issues related to VoIP systems using diagnostic tools and protocols such as Wireshark and tcpdump.- Perform proactive monitoring of system performance, troubleshoot call quality issues, and apply updates and security patches, utilizing VoIP monitoring tools and firmware updates.Quality of Service (QoS) & Security Management:- Implement Quality of Service (QoS) policies to prioritize voice traffic and optimize network configurations, minimizing latency and jitter for superior call quality.- Maintain robust security protocols for VoIP systems, including firewall configurations and intrusion detection systems, safeguarding against cyber threats.User Support & Training:- Offer responsive technical support to end-users for VoIP-related issues, proficient in using remote desktop tools and ticketing systems.- Conduct comprehensive user training sessions and create user-friendly documentation, leveraging tools like Microsoft Office.Documentation & Reporting:- Maintain meticulous documentation of VoIP system configurations, changes, and troubleshooting procedures, employing tools such as Microsoft Visio.- Generate insightful reports on system performance and usage, frequently utilizing Excel and reporting tools.After-Hours Support:- Actively participate in on-call rotation to deliver after-hours support, ensuring uninterrupted 24/7 VoIP service availability. Show less

Esfahan, Iran

Research and Analysis:- Conducted thorough and up-to-date research on cutting-edge technological advancements and emerging industry trends.- Proficiently utilized industry-standard tools and databases for precise data collection and analysis.Content Creation:- Crafted engaging articles that simplified complex tech concepts, catering to diverse audiences.- Ensured articles covered the latest technology trends and their potential impacts on various… Show more Research and Analysis:- Conducted thorough and up-to-date research on cutting-edge technological advancements and emerging industry trends.- Proficiently utilized industry-standard tools and databases for precise data collection and analysis.Content Creation:- Crafted engaging articles that simplified complex tech concepts, catering to diverse audiences.- Ensured articles covered the latest technology trends and their potential impacts on various sectors.Staying Current:- Kept abreast of the dynamic technology landscape by actively following industry publications and participating in relevant events.- Translated acquired knowledge into actionable content ideas to maintain the magazine's relevance.Content Strategy:- Collaborated effectively with the editorial team to develop content strategies aligned with the magazine's overarching objectives.- Regularly contributed valuable insights for content direction during editorial meetings.Deadline Management:- Consistently met tight deadlines, consistently delivering high-quality content adhering to rigorous editorial standards.- Demonstrated exceptional communication skills by promptly informing the editorial team of any potential delays.Team Collaboration:- Actively engaged with colleagues to create cohesive, visually appealing content that resonated with the target audience.- Played an instrumental role in brainstorming sessions and provided constructive feedback to foster a creative and collaborative work environment.Content Evolution:- Maintained a commitment to refining writing style and approach to ensure the continuous freshness and relevance of content.- Incorporated industry trends and feedback into content creation, facilitating continuous improvement.Professional Development:- Actively pursued opportunities for professional growth, including attending relevant events and workshops. Show less

Ontario College Diploma, Computer Programming, 3.7/4

Position: College Project - E-commerce Web App Description: Created dynamic e-commerce web app in college: Tech Stack: Used Node.js.

Bachelor’S Degree, Computer Engineering

Bachelor's Degree Final Project Publication Title: "Optimizing Android's Performance: Design and Implementation of a RAM Booster Software".

High School, Mathematics