Ilyas A. Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

• Designed and implemented systems managing over $4 million in scholarship funds, positively impacting 8,000+ students across 60institutions.
• Conducted Privacy Impact Assessments (PIAs), led user auditing efforts, and developed compliance policies ensuring adherence tointernational privacy laws.
• Developed and deployed a feedback mechanism for 300,000 users, achieving a 40% response rate and driving continuous serviceimprovement.
• Utilized Power BI for reporting and workflow automation, reducing communication turnaround time by 25%.
• Leveraged SQL for data retrieval and analysis, identifying and resolving application errors to enhance user experience.

• Acted as the primary point of contact for multiple key client accounts, delivering exceptional service and supporting ARR growth through product expansion.
• Facilitated smooth onboarding for new customers, enhancing their understanding and use of solutions through proactive support across various channels.
• Conducted monthly meetings and quarterly business reviews (QBRs) to assess client needs, performance, and satisfaction.
• Collaborated with Product, Marketing, and Support teams to align client objectives with strategic initiatives and enhance overall customer experience.

Ottawa, Ontario, Canada

• Managed SIEM tools for 20,000+ users, achieving 25% faster threat detection and ensuring application availability while meeting security standards.
• Collaborated with cross-functional teams to improve application security policies and controls to align with industry standards and regulatory requirements
• Led the successful migration from Windows 7 to Windows 10 for 500+ systems, enhancing system performance with minimal operational disruption.
• Directed staff training and communication to ensure efficient IT-business collaboration and adherence to service level agreements.

Ottawa, Ontario, Canada

• Provided comprehensive support to government teams in technical troubleshooting, management of IT protocols, and software installation/ support, with a client services orientation.
• Software support for Windows 7-10, Microsoft Office, and Apple MacOS as well as performing migration from Windows 7 to Windows 10.
• Conducted research on network products, services, protocols, and standards for network procurement and development efforts.
• Provided immediate and detailed response activities to mitigate or limit unauthorized cyber security threats and incidents within an organization.

Ottawa

• Identified, diagnosed, and resolved 70% of website issues, encompassing broken links, typographical errors, and formatting inconsistencies, that led to a 20% decrease in user-reported errors.
• Executed database design and fixes, coding, and technical documentation for various Business Process Management Solutions within the client's Microsoft 365 (including Dynamics 365)-based environment.
• Translated client requirements into application designs and system requirements.
• Conducted research on network products, services, protocols and standards for network procurement and development efforts.

• Provided prompt and effective first-level technical support to end users, ensuring smooth installation, usage, and service level compliance for proprietary software and applications.
• Resolved moderately complex technical issues related to desktop/laptop hardware and software, minimizing disruptions and optimizing user productivity.
• Developed a comprehensive understanding of products, services, and company policies, enabling the ability to provide accurate and detailed information to customers.
• Utilized strong verbal and written communication skills to engage with customers, actively listening to their needs, and providing accurate and helpful information.

Bachelor Of Information Technology, Information Technology

Cybersecurity Diploma, Cybersecurity

Completed a 12-week, industry-driven Cybersecurity program to develop skills and competencies based on the National Initiative for.

Diploma Of Education, Library And Information Technician