Technical Support It

Syed Muhammad Ali

Brampton, ON 647-***-**** ***.********@******.*** LinkedIn

PROFESSIONAL SUMMARY

Results-driven and customer-focused Helpdesk, Application & Technical Support Professional with 5+ years of experience providing Level 1 & 2 IT support to resolve customer tickets within SLA in SaaS sector.

SKILLS & TOOLS

•Level 1 & 2 IT & Application Support

•Service Desk Ticketing Systems (ServiceNow, Splunk)

•OLA/SLA Management

•Technical Support (RemoteDesk, AnyDesk, TeamViewer)

•Hardware, Software & Connectivity Troubleshooting

•Network Administration & Cyber Security

•TCP/IP Protocols, DNS Management

•LAN/WAN Networks, VPN Management

•Firewalls & Anti-Virus Installation

•Windows & Linux Server Management

•SQL Server Administration

•File & Print Server Management

•MS Exchange Management

•MS Active Directory Management

•Group Memberships, User Accounts & Permissions

•Hardware & Software Deployment

•Hardware & Software Troubleshooting & Maintenance

•System Upgrading & Patching

•PBX/VoIP Technologies, Mobile Devices Configuration

•Confluence, JIRA, MS Office Suite

•Virtualization Platforms (VMware, Hyper-V)

•HTML, CSS, SQL, Python, Java, Power BI

•Genesys Cloud, ICM Maestro

•User Training & Best Practices Sharing

•Hardware & Software Asset & Inventory Management

•Vendor Management

•Issue Log Documentation

•Customer Service Excellence & Communication Skills

WORK EXPERIENCE

Operations Specialist - Skylevel Clothing, Etobicoke, ON Nov 2022 - Present

Leading CRM, IT operations, Budgeting and Configuration Management.

IT Support Led Pure2 Jan 2016 - Jun 2022

A leading SaaS provider working across 150 countries to provide internet security solutions.

Level 1 & 2 IT Support: Spearheading Level 1 & 2 Technical Support for users and equipment including Laptops, Desktops, Cellphones, Printers & Peripherals, AV systems, enterprise applications/systems.

Customer Helpdesk Ownership: Triaged incoming support tickets throughout the day to assign to appropriate teams and timely resolution within SLAs and ensuring over 90% of customer satisfaction rating.

Customer Feedback Loops for Product & Features Development: Captured Voice of the Customer through Customer Feedback Loops and worked with Product Development Teams to enhance product features.

Customer Education & Training: Led customer education, training & awareness of product’s new features use cases.

Network Hardware & Security Management: Updated and Configured Network Hardware including Severs, Routers, Switches and maintaining Firewalls for Network Security.

System Upgrades, Patches Installation & File/Print Server Management: Actively managed Microsoft Azure and One Drive File & Print Servers and System Upgrades & Patches Installation.

Software & Hardware Updates: Executed software fixes, including upgrading, installing & configuring Windows/macOS & secure drive wiping and Performed hardware replacements & upgrades – laptop screen fixes & RAM upgrades.

Operational & Experience Metrics: Improved operational metrics (CSAT, Wait Time, Average Handling Time, Contact Rate).

IT Assets Inventory & Vendor Management: Managed Asset Inventory, Maintenance and Sourcing from Vendors to ensure timely availability of hardware and software assets.

New Hire Training Material Development: Created Repeatable Onboarding Courses for Internal Hires and Wrote Self-Paced Training Materials.

Technical Support Engineer Elixir Flare Apr 2015 - Dec 2015

Elixir Flare IT outsourcing company provides Web Development, software development, app support IOS and Android development.

Remote Network & Software Support: Remote management of all the network equipment through different proprietary company software of hotel industry in USA, North America and Canada.

Network & Components Monitoring: Monitored all network components for errors and alerts on PRTG (Paessler Router Traffic Grapher) Network monitoring systems.

EDUCATION

Master’s in business administration (MBA), SZABIST, Pakistan 2021

Bachelor's in Electronics Engineering, Iqra University, Pakistan 2015

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