Mohamud M. Abdirahman Email & Phone Number

Ottawa, Ontario, Canada

- Conducted regular performance evaluations, provided coaching and feedback, and developed training programs to enhance team’s skills and knowledge, resulting in highly skilled and motivated IT support teams that excelled in stakeholder engagement, communication, and collaboration. - Collaborated with IT team and stakeholders for migration projects from on-premises infrastructure to Microsoft 365 cloud- Defined and implemented automations between manual and automated operations within application subsystems, as well as interfaces to external systems ensuring seamless integrations and efficient processes.- Monitored and managed IT service delivery metrics and KPIs to measure and improve IT service quality, customer satisfaction, and team performance, ensuring continuous improvement in service delivery.

Ottawa, Ontario, Canada

- Conducted system upgrade analysis for clients, evaluating functional requirements and identifying information, procedures, and decision flows.- Ensured comprehensive analyses to meet client's needs and align new solutions with business objectives.- Consistently supported and used selected departmental methodologies, including developing and maintaining IT policies, procedures, and best practices to ensure efficient and security compliance for clients using Dynamics 365, Microsoft Azure, and other related technologies.- Deployed and managed 10 Microsoft 365 tenants from on-premises to cloud including design, planning, and deployment managing user identity and roles, managing access and authentication.

Ottawa, Canada Area

- Administer and maintain the security of digital services within the global organization- Supported staff and students globally with any technical or system challenges, providing first to third-level technical assistance to ensure smooth operation of digital services within the organization- Managed user accounts, permissions, administered and maintained the security of digital services within the global organization. Additionally, developed and implemented backup and disaster recovery plans- Provided instruction and guidance to users, staff, and Youth Leadership Program students, mentoring more junior Computer Application Support personnel to help develop their skills and enhance the overall efficiency of the IT support team- Collaborated with senior support personnel to address more complex issues, working together to find solutions and ensure swift resolution of technical problems {- Maintained and constantly improved knowledge management systems, documenting problems and resolutions in logs to facilitate future help desk activities and provide a reference for recurring issues.- Managed relationships with service vendors and software and hardware inventory, and troubleshooted software and hardware issues to ensure smooth operation of computer and printer systems within the organization- Built a virtual support centre for all different program on Salesforce

Ottawa, Ontario, Canada

- As a Digital Strategist and Website Specialist for the Liberal Party of Canada, maintained the main website for the Liberal Party of Canada. Worked closely with the marketing and communications team to ensure a cohesive online presence for the party, with consistent branding and messaging across all platforms.- Analyzed website analytics to identify areas for improvement and implement changes that would increase engagement and lead generation- Conducted A/B testing and user research to optimize user experience and conversion rates on landing pages- Worked with graphic designers and other members of the marketing team to develop visually appealing and effective digital marketing materials, including email campaigns, social media graphics, and display ads- Monitored the performance of the website and landing pages using tools like Google Analytics and Hotjar and provided regular reports to stakeholders on key metrics such as traffic, engagement, and conversion rates- Provided technical support and troubleshooting for website-related issues, working closely with the IT team to ensure a seamless user experience for visitors to the site- Collaborated with internal stakeholders and external vendors to ensure that the website and landing pages were fully optimized for search engine optimization (SEO) and search engine marketing (SEM)- Helped shape the front-end user experience and engagement process of the Liberal Party of Canada during elections and bi-elections.

As a Solutions Specialist at Gnowit, I was in charge of one of their business lines, HansardWatch. HansardWatch is a platform that offers monitoring and real-time alerting for Canada's federal, provincial and territorial legislation. It tracks publications such as: - Parliamentary debates (federal & provincial)- Proposal bills and bill status- Committee reports and journals- Government news releases and gazettesMy main focus was brand development. I managed to get this useful platform in the hands of lobbyists, government relations professionals and stakeholders of associations and chambers of commerce across the country.I liaised with some key members in the Government Relations industry in Ottawa and tried to understand what would be the best parliamentary monitoring solution for them. I was their main point of contact and ensured that they were on-boarded well enough for them to get utmost value from the service.

At Gnowit, I was mainly in charge of the company's website. Some of my responsibilities and achievements included:- Built the company's main website and other product sites as well. Restructured the look and feel of the front-end layout and user interface.- Provided quality control and maintenance to the general look of the site, edited and added any new content that was required- Enhanced website traffic growth, SEO management and growth hacking to generate more leads for the company- Consulted with a talented team of back-end developers in the best way to integrate the web application with the company website.