Support Specialist Technical

MAHIN AHMED

Technical Support Specialist

**** ***** *** ***., ******* Falls, ON, L2G 3R6, Canada

Cell: 365-***-****, Email: *******@*****.***

PROFILE:

Possess a high level of flexibility, initiative and energy, with the ability to work in a fast-paced diverse team environment.

HIGHLIGHTS\SUMMARY:

Worked as BFG Technical Support Specialist for 7 years, helped to improve my communication, teamwork and leadership skills

Very creative: Designed the company web-page and pamphlet

Achieved the highest mark in Visual Basic Programming

Experience working in NoFrills as a Frozen/Grocery Dept. Clerk

Experience working in Apex Bearing (industrial parts) as an Assistant Manager

Fluent in English & Bengali

TECHNICAL SKILLS:

Microsoft Office - Word, Excel, Access, PowerPoint, Outlook

Windows Server 2000, 2003, 2008, 2012, 2016, Active Directory, VPN, Cisco Devices, Firewalls, Routers, Switches

VMware, PowerTerm, Checkpoint, RDP, Citrix, BCLC Lotto system, Airwatch, BES12

Windows XP, NT, 2000, 7, 8, 8.1, 10 Scripting languages learned: PowerShell, Visual Basic, Java, C, HTML, XHTML, Python

Linux OS - Ubuntu, Red Hat, Centos, OpenSUSE, Fidora

Powershell Administration

Azure AD Administration

Miracle, Remedy, Service now, Ticketing system

WORK EXPERIENCE:

2024 – 2025 BFG Enterprise Services – Markham

Technical Support Specialist (Remote Role)

Troubleshooting hardware and software issues, and ensuring smooth operations at customer locations across Canada. Providing second level technical assistance within the assigned region, providing high-end technical hardware and software support at the desktop, laptop, servers, storage units, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end technical issues. Support and train Field Service Technicians within the assigned region. Provide on-site troubleshooting and resolution of desktop problems. Responsible for advising and providing consultation, installation, training and technical assistance to the end-user community.

Remotely configure computers, network infrastructure and peripherals such as printers, scanners, and related hardware.

Troubleshoot problems with computer systems, including hardware and software issues, emails, network and peripheral equipment problems, etc... Make repairs and corrections where required.

Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with pre-determined service levels and incident management processes.

Perform trend analysis to highlight re-occurring incidents within the computing environment and work with the regional team to take corrective action.

Assist with training staff in the use of standard business and administrative software, including work processing, spreadsheets, and database management, providing instruction or written documentation where required. 2023 – 2024 Self Employed, Real Estate Investor

2015 – 2023 BFG Enterprise Services – Markham

Technical Support Specialist

Work with a team of 30 in a fast-paced environment, support all Hardware and Network for Shoppers Drug Mart & ALL Loblaw Stores: Zehrs Markets, Your Independent Grocer

(YIG), Provigo, Atlantic Superstore, Fortinos, Valu-Mart, Wholesale Club, T&T Supermarket, Real Canadian Liquor Store, No Frills, Maxi, Extra Foods - over 5000 stores across Canada. Additionally, support Canadian Tire (Display issues), and MediSystem Pharmacies nationwide for all hardware and network related issues.

Provide 2nd level support for Windows Server, Hardware, Networking, and peripherals such as Printers, Scanner Scales, Hand Scanners, Pinpad, IPad, iPOD, Menu Boards, Registers, POS terminals, BCLC lotto printer, Access Point (AP), HIGI Blood Pressure Machines, Timeclocks, Snap servers, PDT/RF Gun, Wireless Lanes, Self-Checkout Lanes

(SCO).

POS Support – Common Troubleshoot issues include: terminal is not responding, does not boot up, stuck in a look (constantly reboots), not connected to the internet via WiFi, does not print receipts or does not recognize payment cards (usually PC Optimum). Imaging Checklist:

Pre-Imaging – remove any USB flash drive safely, exit Swedamart POS application properly, go through imaging following instructions. Post-Imaging – Verify 6 COM serial ports drivers are installed properly, Validate IP and DNS address, Validate Lane successfully joined Active Directory Domain, Validate Time Zone & Time/Date, Validate Windows Activation, Validate Kroll Certificate Installation, Validate McAfee Components are Installed & install McAfee manually. Powershell Administration tasks as required.

Azure AD Tasks – Configuring Azure services, managing and deploying Azure solutions and maintaining Azure profiles and subscriptions

Leadership – provide training for junior co-leagues, helped me to enhance my confidence, knowledge, understanding and patience

Assisted and completed ongoing implementation projects related to server upgrade, time clocks, menu boards, lanes.

Role Responsibility:

Perform a variety of assignments associated with system administration, including monitoring and controlling of Office 365, mobile device management & Windows installations, analyzing system faults, troubleshooting issues, and running diagnostic tests on operating systems and hardware to detect and resolve problems.

Provide on-call support.

Assist with the installation, configuration and management of the Windows server infrastructure.

Administration of Microsoft Office 365.

Mobile device management and provisioning of device policies.

Monitor resource usage, making required adjustments with direction from the department management and assistance from the architecture team,

Lead the evaluation and selection of tools.

Set up product demos and objectively evaluate tools.

May be responsible for the effective deployment of tools in the group.

May function as a tool administrator, working with the vendor, internally coordinating product upgrades and fixes.

Participate in on-call production support activities based upon documented support procedures.

Proactively create procedures to prevent and reduce the severity of outages.

Develop the organization by mentoring junior members and developing how to guides under the direction of the IT Infrastructure Manager.

Recommend improvements to facilitate better management and monitoring of the environment.

Analyze system performance, modifying parameters to improve throughput and effectively utilize system resources.

Coordinate activities with vendors as required.

2014 – 2015 Rob’s NoFrills – Bloor St., Toronto

Frozen/Grocery Dept. Clerk

Grocery Department:

Work through daily invoice, storing/stocking products

Provide customer service, ie. Carry outs, sweeps, clean-ups, store directions and product related concerns

Facing products, clearing damaged and/or taking out empty racks to establish a neat and organized consumer friendly store

Frozen Department:

Work through daily invoice, storing/stocking products

Check off invoice, when discrepancy is found let store owner know of credit note for the specific product(s)

Provide customer service, ie. Carry outs, store directions and product related concerns

Managing specials, arranging/re-arranging/filling frozen bunkers with bulk products that are on weekly sale

Price tags, changing tags of products that prices are being changed and/or on DNO

(do not order)

Storing overstocks, organizing the frozen backroom cooler with all the overstocks in a neat manner

2006 – 2013(closed) Vince’s/Rob’s NoFrills – Sherbourne St., Toronto Frozen/Grocery Clerk

See above for details

2002 – 2006 Apex Bearing Inc.

Part-time Manager

Organized Sales Invoices

Developed Company web-page

Designed Advertisement page (pamphlet)

Developed my organization and creativity skills

EDUCATION:

2012 – 2015 Bachelor of Informatics & Security (Did not complete, hired by BFG on final year) Seneca College at York

An understanding and ability to design, develop, and implement secure information acquisition, transmission, and storage and retrieval practices with current industry standards, taking into account privacy, security and ethical issues

Technology change and innovation

Analysis of project and system requirements

Deployment of security on a variety of platforms

A broad understanding of data communication principles, knowledge of operating systems and how each of the components that make up the infrastructure can be compromised

2005 – 2006 Monarch Park

High School

Helped organize the business awards

2000 – 2004 Jarvis Collegiate Institute

Tutor

Provide one on one help to individuals with homework, class work, and other activities

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