Saad Dulaimi

Ontario . Canada . random_pic

IT professional with over 11 years as a specialist in IT roles, skilled in managing complex infrastructures, data analysis, and troubleshooting. Adept at technical support and improving operational efficiency. Known for strong communication and problem-solving abilities. Continuously up-to-date with industry advancements through various certifications.

Certifications

Experience

APPLICATION, DATA AND END USER SERVICES – Tier 2

Roche Canada

I make onboarding smooth and handle tech issues fast, keeping everything running like clockwork. With a focus on ITIL best practices, I've helped boost team productivity and nailed a 93% NPS. I’m all about using tools like ServiceNow and Nexthink Amplify to keep things efficient and hassle-free.

NOV 2018 - OCT 2024

IT SUPPORT SPECIALIST

CompuCom

I’m all about solving tech puzzles, from Tier 1 to Tier 2 issues, and keeping systems like XenDesktop running smoothly. With a knack for Active Directory and ServiceNOW, I make incident management a breeze while keeping our networks performing at their best. Customer satisfaction is my priority, handling every challenge with speed and a smile.

SEP 2014 - NOV 2018

IT SUPPORT TECHNICIAN

IO Systems INC

I’ve got backup and disaster recovery covered, using tools like EaseUS to keep data safe. I’m all about handling IT requests on point, sticking to SLAs, and simplifying tech for the team. I upgrade our systems to stay compliant and break down tech jargon into plain English, cutting user errors by over 70%.

JUN 2013 - SEP 2014

IT TECHNICIAN

Newcomer Center of Peel

I’m all about solving tricky problems with solid research and critical thinking. I keep help desk issues under control, streamline workflows, and make sure our IT docs are spot on. Whether it’s talking tech with vendors or translating it into plain language, I keep everyone on the same page.

JAN 2013 - JUN 2013

Education

Humber Collage

Computer Science - Computer Network Support

Applied Science University

Computer Science - Certificate

Skills

Programming Languages & Tools
Workflow
  • ITSM: Implementing ITIL practices.
  • Documentation: Creating IT guides.
  • Onboarding: Streamlining hire processes.
  • Agile Development & Scrum.
  • Improvement: Optimizing IT workflows.

Interests

When winter rolls around, you’ll find me hitting the slopes for some skiing or gliding across the ice while skating

In the summer, I love spending time with my family and soaking up the outdoors. I’m also a big fan of trying new restaurants and exploring fusion cuisine!