Mohammad K. Email & Phone Number

Canada

Germany

• Delivering various IT Projects including the Arc'teryx store opening, operation, and maintenance of store technologies within the EMEA region• Negotiating contracts with vendors, closing best deals for the services acquired for the stores like ISPs, VoIP providers, Media, Sound, Traffic Counters, and Security/Intrusion Solutions• Managing multiple full life cycle projects that involve the improvement, and enhancement of the workflow in the EMEA stores including the process of bringing new solutions and suppliers• Liaising with cross-functional teams/stakeholders/suppliers to increase productivity, aligning with store managers to deliver timely handover, and making sure all technologies are implemented and fully functional before the store opening date• Troubleshooting/Resolving store technology issues, including Point of Sale (POS devices), PCs, Hardware, Software, Networks, Cisco Meraki Administration, Printers, Traffic Counters, CCTV

Germany

• Managed the overall Office IT activities, troubleshooting incidents, VPN issues, end-user education, supporting/resolving a variety of technical challenges including networking issues• Administered the installation of software/hardware in both Windows/Mac OSX environments, Jamf Pro, 1Password, SSO, MFA, addressing issues in Azure AD/O365 environment including user accounts/MS exchange mail issues, SharePoint, permissions, O365 Licenses, Group Policies, and security updates• Provisioned the lifecycle of the on-boarding/off-boarding process of employees regularly and working on improving the process to make it more efficient in alignment with Human Resources• Delivered multiple projects as part of the improvement of the workplace starting with the conferencing/meeting rooms’ performance, including liaising with 3rd party vendors and administering the physical installation of the new equipment, testing them and validating performance• Addressed the resolution of a wide range of incidents using the Jira ticketing system, managing user/project permissions, working IT Service Management through the migration from Jira to ServiceNow

Toronto, Ontario, Canada

• Managed the administration of the Cloud SaaS environment, Azure AD, O365, Google Workspace, ServiceNow incidents, Peripherals/hardware deployment including Windows/Mac OS, smartphones/tablets, software, and AV conferencing tools• Provisioned the configuration of meetings, Cisco/WebEx tools, supporting C-Level, Executives, Directors, and VIP users of Gore Mutual Insurance in the Toronto office daily delivering a world-class service• Aligned directly with the CIO on the resolution of multiple incidents within the office including the availability of Windows/Mac OS systems, iOS/Android devices on-site and remotely for users working from home daily• Delivered a large-scale hardware deployment project before its due date in the Toronto Office, with excellent results/satisfaction supporting regular live-streaming events Nationwide

Toronto, Ontario, Canada

• Accelerated as an O365/MS System Administrator for two different clients• Delivered ICT technical support to end-users remotely including a software deployment/upgrade project, wireless technologies, user accounts/permissions in AD, onboarding/offboarding end-users, network issues• Managed Regional Assets, including assigning/shipping to users, troubleshooting/deploying/configuring Windows/Mac OS computers, SCCM, user permissions/licenses in Gsuite/O365/Exchange mail, addressed incidents diagnosis using ServiceNow, administered/imaged desktops, laptops, and JAMF MDM for mobile devices • Addressed issues with VPN, Hardware, Software, MS Office apps, Desktop Administration, Smartphones, Conferencing tools, Zoom/Webex support, creating reports of updates, switches, and Networked Printers

Richmond, British Columbia, Canada

• Delivered a large-scale Windows 7 to Windows 10 migration project for the City of Richmond including the Community Centers, Fire halls, and the City Hall supporting a staff of 1000+ users• Managed the coordination of multiple projects (city-wide) in Service Desk, in Azure/O365, server hardware, updating PC software/hardware deployments and Regional Assets using CMDB, and Ivanti for deployments• Provisioned Level II Support Windows/Apple macOS, Audio/Video conferencing tools, IT project management for hardware disposal, licensing, support to VoIP phones, VPN, Servers rack/stack, MS Office suite, Desktops, Laptops, Smartphones, Network devices, APs, Printers, networking wired/wireless issues• Addressed client services, IT Helpdesk incidents in ServiceNow, AD administration, MDM using Airwatch, SSO, software updates/compatibility issues, network equipment, and remote support to end-users

Ottawa, Ontario, Canada

• A Short-term assignment ended before the agreed date due to the closure of the workplace at Loblaw Companies Limited, addressed all IT-related issues including assets in a warehouse logistics environment, shipping and assigning computers/laptops, troubleshooting/installing peripherals networked printers, wired/wireless network• Managed IT Hardware/Software, delivered successful IMAC Projects in multiple locations around Ottawa, managed systems administration, imaging Windows/Mac OS computers, mobile devices, Okta Single sign-on SSO, retail equipment, POS/label printers/barcode scanner• Liaised with third-party vendors/suppliers/contractors and arranged visits with technicians to confirm systems availability/functionality, information systems, and MDM using Airwatch administration• Resolved ICT issues in ServiceNow for multiple locations around Ottawa including remote users

Oakville, Ontario, Canada

• Delivered a large-scale Windows 7 to Windows 10 migration project for John Deere Financial, MDM administration of Jamf, Azure AD/O365, supported multiple enterprise application deployments• Addressed all technical issues in both Windows/Mac OS, software installations, user’s data backup/restore procedures, asset management, Active Directory, SCCM, app licensing, meeting room health issues• Resolved IT daily incidents in ServiceNow for end-users within the Service Levels Agreement (500+ users)• Accomplished satisfying results for multiple projects in alignment with the President of John Deere Financial, VP of Customer Management, transferring huddle rooms into bookable meeting rooms, maintained the documentation for Storage/Server Infrastructure Environment, managed the IT Asset/Inventory management

Toronto, Ontario, Canada

• Delivered a large-scale Windows 7 to Windows 10 Migration Project for Loblaw Companies Limited and Shoppers Drug Mart in Toronto with a staff of 1000+ retail staff• Excelled in collaboration with my team, delivering end-user support, point-of-sale (POS) support, Network equipment, AP troubleshooting, VPN, VoIP phone, software installation, Logistics apps, hardware issues • Addressed IT project management including planning, budgeting, liaison with Vendors/service management, Remote Support, addressed IT Help desk Support, SCCM imaging, AD administration, ServiceNow incident escalation, supported enterprise business applications, mitigated risks, and delivered excellent results to stakeholders/end users beyond expectations followed ITIL processes and completed SLA as expected

Toronto, Ontario, Canada

• Delivered best-in-class onsite/field IT Helpdesk/Desktop Technical Support, addressed daily troubleshooting to multiple technologies including Windows 10 imaging for migration projects, deployed Desktops, Laptops, Smartphones (Android/Apple IOS), tablets, printers, Access Points, end-user support, point-of-sale (POS), Printers, Logistics/Retail hardware, barcode readers, and Network Hardware• Addressed multiple IMACS on time, resolved ServiceNow incidents, ensured all SLAs were always met following ITIL practices, delivered timely responsive service to numerous clients including Compucom, Pandora Jewellery, AstraZeneca, Service Ontario while providing a world-class customer service• Carried out the data backup/restore, CRM documentation, Hardware changes (IMACS), Ticket resolution, Active Directory administration, software/hardware troubleshooting Laptops/Desktops, Smartphones, and A/V conferencing tools• Resolved issues for users on-site and remotely, addressed VoIP Telephony issues, Network Connectivity, VPN issues, and Server Hardware Installations

Toronto, Ontario, Canada

• A Two-month contract delivered excellent remote Helpdesk/Desktop technical Support to IBI Staff• (350-400 users) in the US & Canada during an ERP software rollout project• Delivered excellent results in building Database entries for the ERP software during the Rollout• Addressed shoulder-tap Desktop/Helpdesk Support issues, the administration of user accounts in Active Directory, devices, desktops, laptops, Network Printers, and Mobile Devices• Delivered hardware deployments, imaged Windows computers through PXE/SCCM, resolved IT incidents using the company's internal ticketing system

Toronto, Canada Area

• Excelled as a volunteer for 8 months, addressed the Helpdesk front office, delivered excellent technical support to a staff of 8000+ users with troubleshooting, Desktops, laptops, smartphones (Android/Apple iOS), connectivity issues (wireless/wired), and resolved incidents via BMC Footprints ticketing system• Delivered excellent in-person technical support, troubleshooting drop-in IT issues, resolved conflicts with user accounts, administered Active Directory, Group Policies, and Lotus Notes• Resolved effectively tickets addressed to the Helpdesk department, answered questions over the phone, via emails, and provided IT technical support to Medical Applications including PACS, HIS, HL7

Cairo, Egypt

• Exceeded my clientele expectations by handling Legal Support in all aspects of law, including Civil, Family, Labor, Property and corporate• Managed property contract signing, helped clients with Real Estate purchases and difficulties managing the paperwork• Acted as a Real Estate broker on behalf of clients both buying/selling to ease the purchasing process and mitigate any obstacles during the transaction• Helped Clients overcome the bureaucratic process of finalizing governmental documents through a wide network of connections• Represented clients at court in front of judges and at police stations whenever needed• Resolved conflicts with Government officials, mitigated conflicts and built great relationships with various government personnel• Before immigration to Canada helped my last Egyptian/Swedish client obtain her Egyptian ID while overcoming all the processes and wait times, delivered her new ID through one of my connections in Sweden after addressing the conflict with the Egyptian Government

Cairo, Egypt

- Coordination of contracts, scheduling events, stage organization- Managed 15 musicians, rehearsals, stage performances, and payroll- Managed the marketing campaigns, negotiations with stakeholders and venue managers

Bachelor'S Degree, Law

Certificate, Information Technology Project Management

Activities and Societies: Pursuing PMP Certificate