Arash Mardani

IT Support Specialist with 6+ years of experience in technical support, identity and access administration, and incident management. Skilled in managing user accounts, permissions, and Microsoft 365 licensing through the employee lifecycle, with hands-on experience across Active Directory, Microsoft Entra ID, and Exchange Online. Proven track record supporting enterprise clients, including federal government departments and a major Canadian bank, with strong escalation management, root cause analysis, and troubleshooting skills. Holds a Government of Canada Secret security clearance.

• Ability to work under pressure
• Account Administration
• Active Directory
• adaptability
• Attention to detail
• Business Application Support
• Communication
• Configuration
• Conflict Resolution
• Critical Thinking
• Customer service
• Decision Making
• Incident Management
• interpersonal skills
• Inventory management
• IT asset management
• IT infrastructure support
• Microsoft 365
• Microsoft Azure
• Microsoft Office
• Microsoft Outlook
• OneDrive
• Organization
• Problem solving
• Root Cause Analysis
• Software Installation
• systems administration
• Teams
• Teamwork
• Technical Documentation
• Technical Support
• Time management
• Troubleshooting
• User Onboarding
• VPN
• Windows
• Windows 10/11

1. Senior Service Desk Technician

   NFR

   Dec 2023 to Jun 2025

   Montreal, QC

   Client: Shared Services Canada • Retained all prior duties while taking on expanded responsibilities, including mentoring Service Desk agents and assisting with the troubleshooting and resolution of complex or unfamiliar issues • Handled high-priority tickets escalated by management, investigating issues and reporting to the supervisor for escalation to upper management • Managed and reported high-priority incidents and outages in SM9, documenting business impact, assigning priority, and engaging the right technical teams for rapid resolution • Assisted with user account and access administration across Active Directory, Microsoft Entra ID, and Microsoft 365 admin centers, including account updates and approved changes to security and distribution group memberships • Supported Citrix virtual desktops (VDI) used by developers and embedded users, troubleshooting login failures, disabled machines, session performance, and network connectivity inside the VM • Investigated and troubleshot recurring Microsoft 365 and MFA incidents, including authentication loops, outdated registration methods, and mobile email-profile issues, escalating unresolved cases to specialized resolver groups

2. Intermediate Service Desk Technician

   NFR

   Mar 2023 to Dec 2023

   Montreal, QC

   Client: Shared Services Canada • Delivered Tier 1/Tier 2 technical support to employees across two Government of Canada departments (SSC and PSPC), resolving a wide range of hardware and software issues • Created and maintained detailed SM9 incident records containing reproducible symptoms, error messages, affected devices and services, troubleshooting actions, resolution notes, and escalation details • Proposed and contributed new troubleshooting solutions and procedures to the team’s Confluence knowledge base, improving resolution efficiency across the team • Acted as ticket validator, confirming troubleshooting steps and quality standards were met prior to escalation • Managed open incidents from the shared Service Desk queue, resolving or escalating to resolver groups as needed • Activated and enrolled mobile devices into SSC’s managed environment, provisioning access to corporate email and Microsoft Teams

3. Service Desk Technician

   CGI

   Oct 2020 to Dec 2022

   Montreal, QC

   Client: Bank of Montreal • Provided enterprise IT support to Bank of Montreal employees, troubleshooting workstation, software, email, peripheral, and mobile-device issues • Managed incidents and service requests in ServiceNow, documenting troubleshooting performed, resolutions, and escalation details • Administered user accounts in Active Directory, including password resets, account access support, and provisioning for new employees

4. Microsoft 365 Business Technical Advisor

   SherWeb

   Apr 2020 to Aug 2020

   Montreal, QC

   Partner: Microsoft • Diagnosed and resolved Microsoft 365 technical issues involving Outlook, Exchange Online, account configuration, licensing, and service-related problems for business clients • Advised business clients on Microsoft 365 products, licensing options, and plan selection based on their technical and business needs

5. Computer Technician

   AsemanTech Computer Shop

   Aug 2014 to Sep 2016

   Iran

   • Assembled and repaired PCs, installed Windows and software, and troubleshot hardware and system issues

1. Concordia University

   Master of Engineering, Industrial Engineering

   Montreal, QC

   2017 to 2019