Desktop support / IT Support Analyst

MUHAMMAD SIDDIQ PATHAN

Desktop Support Analyst

+1-437-***-**** ***********@*****.*** Mississauga, Ontario, Canada

PROFESSIONAL SUMMARY

ITIL-aligned Desktop Support / IT Analyst with over 8 years of experience delivering Level I-III technical support, hardware/software troubleshooting, network administration, and end-user support across enterprise, airline, and logistics environments. Skilled in Windows 10/11, Microsoft 365, Active Directory, Azure, ServiceNow incident management, and hardware/network deployment projects. Proven track record supporting large user bases, meeting SLA targets, and leading provisioning and infrastructure rollout projects.

SKILLS

Relevant Skills: ServiceNow, Windows 10/11 Installation, Configuration & Technical Support

Technical Skills: Service Requests & Incident Management (ServiceNow), Microsoft Office, Microsoft Operating Systems, Active Directory, Office 365, Network Administration, Hardware Setup (POS, Laptops, Workstations, PDA devices), End-User Support & Training, Azure, User Administration, Applications Support, IT Service Desk

Soft Skills: Problem-Solving, Analytical & Critical Thinking, Verbal & Written Communication, Service Orientation, Relationship-Building, Team Collaboration, Flexible Schedule, Ability to Work Under Pressure, Training & Support Skills

PROFESSIONAL EXPERIENCE

Desktop Support Analyst Oct 2025 – Jun 2026

GenTek Building Products Burlington, ON

•Troubleshoot software and hardware issues through debugging, testing, and vendor escalation, applying ITIL-aligned best practices to improve service levels and customer satisfaction.

•Perform software installation, updates, and imaging for rapid deployment and remote maintenance using Microsoft 365 and Windows 10 toolsets.

•Led a network refresh and VLAN deployment/segmentation project at the distribution center, including repointing static access devices and clients.

•Install and configure printers, workstations, and network equipment, providing Cisco networking support and Windows Server administration for user and print services.

•Coordinate provisioning and asset management for Dell endpoints across manufacturing sites supporting blue-collar users, including rack-and-stack, cabling clean-up, and UPS/remote management box implementation.

•Track project milestones and task plans to ensure successful, on-time delivery of infrastructure initiatives.

Intermediate IT Analyst Feb 2025 – Jul 2025

WestJet Airlines Canada Remote + Travel

•Supported WestJet's Sunwing integration by setting up infrastructure at Central American airports, partnering with Information Systems teams to maintain ITIL and SLA standards.

•Set up and tested airport applications, PCs, printers, and scanners as part of new airport start-ups; traveled on-site to 8 airports in Cuba and Panama.

•Provided hands-on endpoint and mobile device (smartphone, tablet) support, coordinating provisioning activities and detailed task plans.

•Collaborated with IT teams, airport authorities, common-use providers, and application vendors on airport project delivery, escalating change requests via ServiceNow.

•Delivered proactive communication and technical leadership to manage incidents ahead of SLA breach, producing documentation, KPI reports, and stakeholder updates.

Infra Design Sr. Associate Jul 2024 – Dec 2024

Air Canada Toronto, ON

•Oversaw daily regional IT operations including software, hardware, and LAN, acting on incidents approaching SLA thresholds in the Service Desk queue.

•Delivered Level II/III end-user support for Microsoft 365, Outlook, and Windows 10 endpoints, resolving hardware, OS, and application issues via ITIL workflows and ServiceNow.

•Installed, configured, and tested laptops, desktops, printers, scanners, peripherals, and mobile devices (Android/Apple), including provisioning, imaging, and telephony setup for new users.

•Validated VPN, Citrix, and basic VMware client access as part of incident triage; partnered with Cisco networking teams on server and network access issues.

•Maintained hardware/software inventory and asset lifecycle documentation, and delivered end-user training and IT workshops to improve adoption and reduce recurring tickets.

•Coordinated company-wide equipment rollouts using ServiceNow task tracking and remote deployment tooling to minimize downtime.

Desktop Support Technician Jul 2017 – Jun 2024

Ingram Micro Inc. – Advanced Logistics Center Mississauga, ON

•Delivered desktop support on government projects for Bell and TELUS, acting as the primary IT point of contact for field and office stakeholders.

•Installed and upgraded Windows operating systems, Microsoft 365/Outlook, and thin-client/Citrix environments; configured and troubleshot WebEx, Maverick, and Avaya VoIP devices.

•Verified serial numbers, asset tags, and quantities and processed customer shipments through Ingram Micro's IM-FAST portal, maintaining tracking documentation and escalating exceptions.

•Served as team lead for a new configuration center launch in Richmond, BC, mentoring new hires and overseeing network, server room, and workstation deployment using VMware and Cisco networking.

•Performed BIOS/UEFI configuration (boot sequence, secure boot, virtualization, power management) to customer specifications and verified compliance prior to shipment.

•Created and prioritized hardware/software problem tickets by impact, severity, and urgency; imaged laptops and Autopilot devices in line with ITIL provisioning standards.

•Loaded and tested customer configurations, reported and resolved bugs, and supported after-hours calls and equipment purchasing as needed.

EDUCATION

M.Sc. Computer Science Sep 2002 – Jun 2004

University of Sindh, Pakistan

CERTIFICATIONS

•AI Fluency: Framework & Foundations – Anthropic, Jun 2026 (Credential ID: z2ezk7xvjixt)

•Claude 101 – Anthropic, Jun 2026 (Credential ID: 2fra6773rk27)

•Microsoft Certified: Azure Fundamentals (AZ-900) – Microsoft

•SAP Certified Application Associate – SAP BusinessObjects Web Intelligence (Certificate ID: 001*******) – SAP

•Cisco Certified Network Associate (CCNA) – Cisco

•Avaya Certified Solution Specialist (ACSS) – Avaya

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