Tania Siddiqui

** ********** ******* **

Calgary, AB T3R 0S6

Cell: 587-***-****

Email: ac94an@r.postjobfree.com

Objective

Dedicated IT professional seeking a challenging position as a Help Desk Support Analyst to utilize and enhance my diverse set of skills. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Professional Certification

CCNA

CCNA Security

Education

Bachelor of Science

Diploma in Networks Systems SAIT Polytechnic

Technical Summary

Platforms:

Windows, Unix, Linux, Mac OS X, iOS, Android

Networking:

LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Architecture, Cisco Routers & Switches, Firewalls, Cisco IOS, Active Directory Domain Controllers

Hardware:

iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors

Applications:

Zendesk, Microsoft Dynamics NAV, Norton / McAfee Antivirus, Symantec Backup Exec, Symantec Ghost Solution Suite, Norton Internet Security

Professional Experience

Help Desk/Technical Support Analyst Aug 2014 to July 2016

Shaw Communications Calgary, AB

Responsible for supporting Troubleshooting hardware, repairing desktops and laptops.

Provided support for remote users using Remote Desktop Connection, VMware console.

Responsible for providing desktop support for internal and external end users on a Microsoft platform. Responsibilities include diagnosing, troubleshooting and supporting Microsoft Windows 7/10/xp within a Client/Server environment.

Install, move, add, change and troubleshoot desktop and laptop units and other computer peripherals from different remote offices.

Created user accounts and managed access control of desktop and Network applications.

Maintained hardware and software record.

Provided technical support over the phone to all IT users.

Handled incidents via the phone / e-mail promptly and effectively.

Performed various network administrative duties such as reset passwords, add/remove user accounts and assign group rights.

Supported company network system TCP/IP LAN/WAN, wireless and network printer setups.

Analyzed, configuration, maintenance, installed, and provided upgrades of all company software.

Administer and support antivirus updates on the IT service management console

Technical Support Analyst July 2011 to June 2014

AT&T Calgary, AB

Provided incident and IMAC support to AT&T clients.

Provide assistance for ongoing maintenance, support, backups and overall system health of local servers and network

Assist users in solving all IT related problems through remote login, over the phone and email.

Perform various network administrative duties such as reset passwords, add/remove user accounts and assign group rights using Microsoft server tools (ADS) Active Directory.

Providing Level II technical support to end-users on network connectivity, user access, printing issues along with various desktop and in-house application complications

Installing, configuring and troubleshooting operating system and various applications on client's computers (PC and Mac), as well as network and local printers, scanners, smart phones, wireless routers, video-conferencing equipment

Setting up end-users profiles and e-mail accounts, including Seniors Managers and Executives

Performing regular service and preventative maintenance on systems, scanners and printers

Providing training on all aspects of internal applications usages and electronic correspondence

Setup, installed and configured workstations, mobile devices, peripherals and software applications.

Performed service repair issues, upgrades and related services for software, hardware and peripherals.

Respond to technical inquiries and computer related problems via remote and phone.

Monitoring, troubleshooting and configuring Servers, Gateways and station management.

Computer Instructor Mar 2010 to Mar 2011

National Academy of Health and Business, Mississauga ON

Taught a variety of topics on information technology with a concentration in Ms. Office 2010 to prepare all students to take the Microsoft Office Certification exam.

Developed an 8 week computer class curriculum covering all areas of Microsoft office with a concentration in Ms. Word for preparation of certification exam.

Instructed classrooms of 12 to 20 students in various topics of Information Technology.

Introduced innovative teaching techniques to students such as presentation projects along with a blogging website creation.

Technical Support Analyst

American Express Toronto ON Sep 2007 to Sep 2009

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Maintained composure and patience in face of difficult customer.

Reset passwords, create user accounts, plus assign roles for users using company’s software applications

Assist users in solving all IT related problems through remote login, over the phone and email.

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