Available to hire
I’m Nava Nasseh, a Toronto-based IT professional with 6+ years of experience in IT coordination, software support, and system administration. I excel at maintaining production software environments, diagnosing issues, and resolving incidents within SLA timelines while collaborating with developers, QA, and cross-functional teams. I enjoy mentoring teammates, improving onboarding processes, and driving operational efficiency through automation and thoughtful training.
I am proficient in troubleshooting, database management (SQL, NoSQL), APIs, and tools like JIRA, Citrix, Studio 3T MongoDB, OKTA, Active Directory, and Microsoft 365. I thrive in dynamic environments, communicate clearly with stakeholders, and continually seek opportunities to learn and apply new technologies.
Skills
Language
English
Fluent
Work Experience
Production Software Support Representative at DriverCheck
April 1, 2025 - September 24, 2025Resolved software incidents by diagnosing and replicating issues, reducing downtime across multiple clients. Managed mission-critical production applications and supported deployments in collaboration with development and QA teams. Handled L1/L2 tickets via JIRA and Teams, and coordinated L3/L4 escalations to ensure timely resolution. Performed root cause analysis, created case tests, and executed API commands and shell scripts for error fixes. Wrote queries and aggregations in JSON & NoSQL for troubleshooting and reporting. Trained and mentored new team members, improving onboarding efficiency. Administered production and staging environments and OKTA configurations.
Production Software Support Representative at DriverCheck
April 1, 2025 - September 24, 2025Resolved software incidents by diagnosing and replicating issues, reducing downtime across multiple clients. Managed mission-critical production applications and supported deployments in collaboration with development and QA teams. Handled L1/L2 tickets via JIRA and Teams, and coordinated L3/L4 escalations to ensure timely resolution. Performed root cause analysis, created case tests, and executed API commands and shell scripts for error fixes. Wrote queries and aggregations in JSON & NoSQL for troubleshooting and reporting. Trained and mentored new team members, improving onboarding efficiency. Administered production and staging environments, and OKTA configurations.
System Support Professional at Jolera
January 1, 2021 - September 24, 2025Provided remote IT support including account setup, password resets, and incident resolution. Responded to client requests via phone and email, ensuring compliance with SLA requirements. Escalated high-priority issues to Service Desk Manager for resolution.
System Support Professional at Jolera
January 1, 2021 - September 24, 2025Provided remote IT support including account setup, password resets, and incident resolution. Responded to client requests via phone and email, ensuring compliance with SLA requirements. Escalated high-priority issues to Service Desk Manager for resolution.
IT Support Specialist at Canadian Manufacturers & Exporters (CME)
March 1, 2020 - September 24, 2025Administered Active Directory and coordinated national onboarding/training on company software. Delivered end-user training on O365, Teams, and collaboration tools, boosting adoption rates. Managed IT inventory, budgets, and SaaS applications (Salesforce, Adobe Connect, Office 365). Resolved L1/L2 issues, coordinated L3/L4, achieving 90% employee satisfaction across Canada. Supported VoIP, networking, firewalls, and antivirus; performed backups and security compliance.
IT Support Specialist at Canadian Manufacturers & Exporters (CME)
March 1, 2020 - September 24, 2025Administered Active Directory and coordinated national onboarding/training on company software. Delivered end-user training on O365, Teams, and collaboration tools, boosting adoption rates. Managed IT inventory, budgets, and SaaS applications (Salesforce, Adobe Connect, Office 365). Resolved L1/L2 issues, coordinated L3/L4, achieving 90% employee satisfaction across Canada. Supported VoIP, networking, firewalls, and antivirus; performed backups and security compliance.
Education
Bachelor of Science in Computing at Queen’s University
January 1, 2013 - January 1, 2017Diploma in Environmental Technology at Durham College
January 1, 2010 - January 1, 2012Bachelor of Science in Computing at Queen’s University
January 1, 2013 - January 1, 2017Diploma in Environmental Technology at Durham College
January 1, 2010 - January 1, 2012Qualifications
PCAP: Programming Essentials in Python
January 1, 2023 - September 24, 2025SQL & Relational Databases
November 1, 2020 - September 24, 2025Python for Data Science
November 1, 2020 - September 24, 2025Cybersecurity Fundamentals
October 1, 2020 - September 24, 2025Project Management Fundamentals
November 1, 2022 - September 24, 2025Intercultural Competence Certificate
February 1, 2013 - September 24, 2025PCAP: Programming Essentials in Python
January 1, 2023 - September 24, 2025SQL & Relational Databases
November 1, 2020 - September 24, 2025Python for Data Science
November 1, 2020 - September 24, 2025Cybersecurity Fundamentals
October 1, 2020 - September 24, 2025Project Management Fundamentals
November 1, 2022 - September 24, 2025Intercultural Competence Certificate
February 1, 2013 - September 24, 2025Industry Experience
Software & Internet, Professional Services, Manufacturing, Education, Healthcare
Skills
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