Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions. Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle. Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,

1. GAMAL HASSAN
 512-431 Kingston Rd. Toronto, ON. M1E 2N1 Tel: (647) 470-7761  Email:
gamal_wardi@yahoo.ca
HIGHLIGHT:
 Provide excellent customer service at all times, with a history of providing exceptionally rated
services; a customer first attitude to maintain and improve overall client satisfaction; client
service-oriented and taking clear ownership of resolving client service issues and requests.
 Ability to understand business in a broader context (market, society, technology), and apply
factors beyond a particular business problem or time horizon.
 Resourcefulness, strong negotiation, reconciliation and conflict resolution skills, with the ability to
reconcile different perspectives, viewpoints and frameworks.
 Strong commitment and drive towards meeting the timelines, removing the obstacles, achieving
practical results and making a positive change.
 Experience in supervising contracted resources, reporting work assignment progress against
budget and assessing performance.
 Demonstrated ability to establish and maintain an effective consulting relationship with corporate
clients and vendors, with a strong customer service orientation and clear language focus.
 Provides a complete portfolio of business technology services, computing platforms, and industry
solutions.
 Provides industry-specific solutions for retail, manufacturing, healthcare, government, education,
financial services, and telecommunications sectors.
 Identify and analyze current business strategies, processes and practices in the context of
evolving business, information and technology trends, public sentiment and corporate strategic
objectives.
 Strong collaboration, communication and documentation skills
 Ability to research and manage multiple high priority projects without need for constant
supervision.
WORK EXPERIENCE
Director of Client Experience and Travel Operations/ Oceans Travel & Cruses Ltd.
Jan.2014 - Present
 Provided assistance and technical support in planning, designing, installing, configuring and
integrating of IT infrastructure-based solutions including LAN/WAN connectivity, SAN, DNS,
DHCP, Active Directory management, systems administration and maintenance.
 Responsible for the capacity planning, security measurement, systems monitoring and
performance tuning of database and uphold the safety compliance standards.
 Performed analysis of enterprise software, hardware and transmission facility using diagnostic
tools to ensure the optimum operation and maintenance of technology solutions.
 Provided backup and recovery services to meet the business recovery requirements.
 Managed enterprise-wide user accounts administration, including addition, depletion and change
of user accounts according to approved policy, standards and procedures.
 Conducted on-call and/or off-house support for operational system if and when required, and
maintained work queues at acceptable levels.
 Developed solutions consistent with the target architecture and standards, that are of high quality,
costs effective and that produce the desired results
 Repaired voice and network infrastructures, cabling, hubs, routers, and firewalls and arranged for
installation of new voice and network drops as necessary.
 Maintained and supported the business applications on a daily basis to ensure applications are
meeting the business demands, needs and performance as required.

2. GAMAL HASSAN
Customer Service Administrative Support / Special Olympics Ontario Feb. 2009 – Dec. 2013
 Developed and provided a sophisticated technical level administrative support; including
documentation, investigation, research and provided high-level administrative support to a C-level
executives with daily duties including but not limited to; managing calendars, producing draft
correspondence, emails, editing documents, taking and transcribing minutes, and meeting
materials.
 Worked with 1st and 3rd level technical support to; document, resolve and track internal problems
or customer reported issues using Remedy ticketing application.
 Diagnosed and resolved technical problems related to software/hardware and network services
and resolved routine problems without supervision or guidance.
Customer Service Representative /Suncor Energy Nov. 2001 – Jan. 2009
 Worked as a member of a technical support team to provide technical desktop support and
related services to client’s department through regular on-site, remote, phone, and email support
channels; in an accurate, professional, and in a timely manner.
 Diagnosed and resolved technical problems with computing hardware, software, and network
services; consulted with clients and analyzed functional requirements to advise users in the
selection, implementation, and use of solutions to address business requirements.
 Provided support for customers, sales, and management through telephone, email, quotation and
other general assigned duties; to help and ensure objectives defined by the organization are met,
and focused to continuously improve process and service levels.
 Established standards for application, configuration, version control, and operational
supportability.
 Resolved technical support issues and problems in the areas of system configurations,
functionality, and enhancements surrounding clients trading products/systems.
 Communicated regularly with the assigned accounts to identify/resolve day –to-day challenges
and effectively managed and resolved routine problems without supervision or guidance.
 Documented all client and technology partner interactions in the support ticket system and
continue to evolve the level of documentation associated with the client support processes.
 Contributed to the efforts of the client services team by assisting in the development of client-
facing communications and delivered dissemination of required communications.
 Reviewed customer contacts and quotes providing sales necessary information to update or to
renew for a new year.
 Carried-out all necessary follow-up on all assigned or outstanding incidents, requests, problems,
and changes and entered the details in the tracking system as necessary to resolve incidents,
and altered management when service levels are being compromised.
EDUCATION, PROFESSIONAL DEVEOPMENT
 Enterprise Desktop Support Diploma CertCana Systems Institute
 E-Business Administration Diploma Canadian Business College
 Bachelor degree in Applied Science Khartoum University
 Associate’s Certificate in Business Analysis
 Completion of the Canadian Securities Course (CSC)
 Completion of Life License Qualification Program Course (LLQP)
 Microsoft Project Management (MS Project)
 Associate’s Certificate in Business Analysis
CERTIFICATES:
A+, MCP, MCDST, MCSE, CCNA,