To whom it may concern

I graduated with a Masters in Physics Two Years, in 1982 and a Bachelor of Science in Physics, Mathematics Two Years from University of Karachi Pakistan in 1977 after that in 1995, I continued to acquire a Telecommunication Engineering Post Graduate Diploma from University of California Berkley/Irvine Campuses at the time USA two Years Program, Further to my education and requirements of this position is my Certificates for the courses leading to the Microsoft Certified Systems Engineer MCSE in 1999 in Ottawa Canada. My on-site training from employers over a span of 23 years has Trained me hands on knowledge for valuable experience in all aspects of troubleshooting, installations, & resolution of MS Pro 4, 5 6 & 7 Tablets, Laptops, Desktop computers hardware, software issues in a Windows 7/10 Position based environments advanced knowledge of Win tools, supported applications documentation writing as well as soft skills to improve client relations. My education continues to the present with my Local Registration Authority (LRA) in Jan 2019 as well as my experiences with the Privy Council Office (PCO) for 3 years.

From Nov 2020 to June 2023 working with Health Canada as IT Support Analyst including COVID 19 project supporting Scientists and Engineers and January 2018 to December 2020, I worked for the PCO as IT Support role and have gained significant experience in diagnosis and resolution of computer hardware, software problems in a secure network Windows 7/10 environment. As a Technical Support Officer (TSO), I dealt on a daily basis with technical issues by responding to service requests created in OTRS ticketing System this system allowed me to take ownership of these service calls and document the procedure taken to resolve issues within it. One issue experienced by clients occurred when their hardware stopped working properly for one or all systems sharing it on a KVM switch. Follow step to check physical connections and verify all required hardware were connected properly. In one example of a ticket, only one system affected and held a distorted or no display when the KVM was selected to use that machine. The cable was exchanged on the KVM from the working system to the nonworking unit and I got video also by doing Power cycle the unit which clearly indicated it was a physical problem with that cable. After replacing the cable, issue was resolved, and I updated the notes and closed ticket in OTRS.

The majority of my tickets at PCO were resolved by mainly performing desk side support, however, some tickets were resolved via a call. One such example brought to contact a client had issues where a label maker software that apparently did not show on the monitor, I had user pressed the Windows key + Shift key and left arrow on the keyboard after clicking on the icon for the label software and this moved the application from offset onto the screen the user able to use it now. Call the client can result in a faster and less intrusive solution when there could be a quick fix documented the resolution in OTRS and closed the ticket.

At PCO, there is a dedicated mobility team that dealt with most issues regarding cell phones, however, there were times I assist clients or have to address an issue for an I Phone or Blackberry as part of the ticket I was investigating. One recent example is when a client reported being locked out of one of the networks very frequently the client stated that had previously change the network password on I Phone after having help-desk reset it but after a couple of minutes, phone reported user was locked out of account again. We investigated the phone to see if there was any other software that may be trying to log in with old credentials but found none did another reset to the password and changed the phone password together and this action resolve the issue.

The System Center Configuration Manager (SCCM) was another tool resource which I used at PCO to perform various tasks to search for user and device information. One use I had for the SCCM in my role was when I imaged older devices. I needed to verify the system and remove it from network to start a clean install. A direct example of a time that I used SCCM to close a ticket was in regard to an inquiry from the account management security department as to why a particular machine was connected to the secure network when it was not meant for that. I used the SCCM to look up the system and identify the primary user with this information, I traced back that this was a new user more recently set up by a TSO and that it was plugged into the wrong port in error.

I am a strong advocate to Teamwork as a TSO I, worked together to not only improve our personal growth and knowledge but the overall strength and success of the team. I support my colleagues and always dealt fairly and honestly and believe in working collaboratively and not competitively always maintain self respect frequently assist my coworkers, in all of my previous carrier, with setting up stations for New Arriving Clients or sharing my knowledge on various topics such as explaining the proper set up for delegating access to a mailbox in Outlook. I took personal ownership of my caseload and follow up with clients to ensure a completely successful resolution. I share my experiences and knowledge to my colleagues via email or when directly speaking with them if I felt it would be a benefit.

I am very capable of organizing my work load and work independently to complete the tasks assigned to me whenever I discovered a new issue, I took the initiative to research and provide a way to troubleshoot it or to find the appropriate resource to escalate it to While I will follow a set of procedures if available for my duties, making appropriate judgment call is something I did every day at PCO. Whether it was to prioritize a support call based on PCO hierarchy of the client or the impact it had on the client’s daily workflow, I would decide and follow through with the best resolution. My decisions are based on my experiences, situations, specific information, or advice from co-workers, but I always verify that the decision was correct to ensure future situations are handled in best professional manner. An example is whether I should stop and help someone who approaches me while I am out finishing another ticket the incident I am thinking of was an employee at PCO was having trouble with a few things on the system and was unsuccessfully talking with help-desk when I went by and decided that I would stay and help to resolve the issues when asked for my help as it was impacting the work and I was not committed to be at my next assigned ticket at a certain time later I, retrieved the OTRS ticket updated it and closed the ticket.

I currently have a Top-Secret III Clearance and am flexible to cover occasional, non-standard work hours, overtime, special events, and travel. Some of my many languages include English, Some French in Learning Process, Arabic, Persian, Spanish, Urdu, and Punjabi.

Thank you for your precious time and consideration.

Sincerely

Junaid Fazal