IT Support Specialist Windows, Cloud, M365 Experts

Masood Mirza

[Email: ***********@*****.***] [Phone: +1-437-***-****] [LinkedIn: ]

IT Support Specialist Systems & Cloud Support - Mississauga, ON

Professional Summary

Results driven IT Support Specialist with 4+ years of Tier 1 and Tier 2 experience supporting enterprise Windows and Microsoft 365 environments. Skilled in incident management, troubleshooting, and end user support, with hands on expertise in Active Directory, Entra ID, MFA, and Windows systems. Proven ability to resolve high volume tickets within SLA while delivering exceptional customer service. Adept at root cause analysis, escalation handling, and supporting day to day IT operations in fast paced environments.

Core Technical Skills

Systems & Platforms: Windows 10/11, Windows Server, Microsoft 365, Intune, ServiceNow, Intune.

Identity & Access: Active Directory, Entra ID, RBAC, MFA

Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting

Support: Hardware & Software, Incident Management, SLA, Root Cause Analysis

Tools: RDP, TeamViewer, Zoom, Microsoft Teams

Scripting: PowerShell, Batch

Professional Experience

IT Support Specialist

A1 Spray Foam – Etobicoke, ON 2024 – Present

Delivered daily IT support to office employees and field teams, resolving hardware, software, and connectivity issues in a timely manner.

Installed, configured, and maintained desktops, laptops, printers, and mobile devices across the organization.

Diagnosed and fixed Wi Fi, network, and internet issues to ensure smooth operations at both office and job sites.

Managed email accounts and cloud platforms (Microsoft 365 / Google Workspace).

Managed user accounts, email setups, and security settings in Microsoft 365 and Google Workspace.

Performed routine system updates, security patches, and antivirus checks to keep devices secure

Set up new users and devices, including account configuration and access permissions.

Supported business applications such as invoicing, scheduling, and CRM tools used by office and field staff.

Assisted with data backups and basic recovery tasks to protect important company information.

Provided technical support for mobile devices used by field technicians for job tracking and communication.

Created and updated internal documentation to help reduce recurring issues and improve support efficiency.

Help Desk Analyst / IT Support Technician

Tangerine Bank — Toronto, ON 2023 – 2024

Delivered first level technical support to 100+ end users, resolving hardware, software, and network issues.

Logged and managed tickets using ServiceNow, ensuring accurate documentation and timely updates.

Performed Active Directory tasks including password resets, user unlocks, and group membership updates.

Supported printer, peripheral, and connectivity issues, improving user productivity.

Utilized RDP, TeamViewer and Microsoft Teams and remote support tools to diagnose and resolve user issues efficiently.

Provided support for VPN connectivity, remote access, and MFA related login issues for hybrid users.

Performed basic network troubleshooting including DNS issues, Wi Fi connectivity, and port checks.

Supported file server access, NTFS permissions, and shared drive mapping.

Assisted with onboarding/offboarding, including account creation, equipment setup, and access provisioning.

Maintained and updated asset inventory, ensuring accurate tracking of laptops, accessories, and peripherals.

Documented knowledge base articles to streamline troubleshooting and reduce repeat tickets.

Configured and deployed Windows 10/11 workstations, including imaging, updates, and application installations.

Troubleshot Outlook, Teams, OneDrive, and SharePoint issues, improving collaboration and reducing downtime.

IT Support Engineer – Infrastructure & Cloud Support

Intertec Systems – Dubai 2020 – 2022

Resolved complex technical incidents and handled escalations from front-line support, ensuring timely resolution within SLA.

Prioritized and managed P1–P3 incidents in ServiceNow, maintaining clear communication with users and internal teams.

Supported Windows OS, Microsoft 365, VPN access, and a wide range of enterprise laptops, desktop, and peripherals.

Administered Active Directory tasks including user onboarding, group updates, and access reviews.

Assisted in maintaining Windows Server environments and virtual machines running on VMware and Hyper V.

Performed patching and software rollouts through SCCM, helping maintain compliance and system security.

Monitored system health and responded to alerts to keep services stable and available.

Assisted with Azure cloud operations such as VM provisioning, storage configuration, and basic troubleshooting.

Participated in RCA activities and helped implement preventive measures for recurring incidents.

Executed change management processes (standard, normal, emergency) in line with ITIL practices.

Collaborated with network, security, and cloud teams to resolve cross-functional technical issues.

Maintained clear technical documentation and updated knowledge base articles to support the wider team.

Education

Bachelor of Computer Engineering – Sir Syed University

Certifications

MCSE ITIL Foundation

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