IT Support Apprentice for Veteran-Friendly Role

Haider Usman Ahmad

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WORK EXPERIENCE

TCC Computers (MSP/MSSP) – L2 Support Analyst (Onsite) Oct 2020 – Present

• Delivered Tier 2 technical support across desktops, servers, Microsoft 365, and networking platforms.

• Provided client-facing IT services including system reviews, consulting, and tailored recommendations.

• Assisted clients with system troubleshooting, software installations, and account management to ensure smooth daily operations.

• Resolved escalated incidents from Tier 1, maintaining SLA compliance and providing clear, timely communication with end users.

• Supported IT projects such as system upgrades, user migrations, and basic disaster recovery testing.

• Performed IT asset deployment and routine audits to maintain accurate inventory and compliance standards.

• Configured and supported VPN access, remote connectivity, and firewall rules under senior engineer guidance.

• Provided mentorship to junior help desk staff by sharing troubleshooting techniques and documentation best practices.

SAFFA Engineering – L1 Help Desk (Onsite)

Jun 2021 – Sept 2021

• Provided first-line technical and operational support in a laboratory environment, assisting staff with IT equipment, data entry, and routine troubleshooting tasks.

• Prepared detailed reports, summaries, and documentation of experimental results to support senior engineers and maintain data accuracy.

• Gained hands-on experience with data analysis software, lab management systems, and Microsoft Excel to track and present findings.

• Collected, organized, and analyzed experimental data, creating structured reports and dashboards in Excel to improve visibility of results.

• Supported onboarding tasks by ensuring end users had proper system access and documented troubleshooting steps for recurring issues.

EDUCATION

• Bachelor of Computer Science, University of Windsor – Windsor, ON, Canada SKILLS

• End-User Support: Windows OS, Microsoft 365, hardware/software troubleshooting

• Networking & Infrastructure: DNS, DHCP, TCP/IP, VPNs, VLANs, firewalls

• Compliance & Security: HIPAA, SOC 2, HITRUST, disaster recovery planning

• Tools & Automation: PowerShell, SQL, Excel dashboards

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