Level 2 IT Support Specialist (Windows/M365/AD)
Resume:
ALI RIZVI
*********@***.***
www.linkedin.com/in/ali-rizvi-1044583
Professional Summary
Results driven IT Support Specialist with hands on experience across Windows 11, Microsoft 365, Active Directory, and enterprise service desk environments. Skilled in troubleshooting hardware, software, and network issues for hybrid and onsite users. Adept at managing user accounts, system configurations, and device deployments while maintaining high service level performance. Known for clear communication, customer focused problem solving, and a proactive approach to keeping technology running smoothly. Core Technical Skills
● Operating Systems: Windows 11 deployment, configuration, updates, and troubleshooting across ent erprise environments
● Microsoft 365 Administration: User account management, Exchange Online, Teams, SharePoint, an d license configuration
● Active Directory: User provisioning, group membership, permissions, MFA setup, and Azure AD toke n revocation
● Systems Support: L1/L2 escalation handling, remote troubleshooting, incident resolution, and SLA co mpliance
● Networking: DNS, DHCP, TCP/IP, VPN connectivity, and firewall rule troubleshooting
● Hardware & Devices: Laptop imaging, diagnostics, repairs, printer setup, and device deployment
● Database & Reporting: SQL, T SQL, MySQL, Power BI dashboards, DAX, Excel PivotTables, Power Query
● Soft Skills: Clear communication, customer empathy, documentation, and multitasking under pressur e
● Google Workspace Tools: Gmail, Google Calendar, Google Docs, Google Sheets, Google Slides Professional Experience
ROGERS COMMUNICATIONS Toronto, ON
Level 2 Systems Support Specialist May 2015 – Present
● Deliver enterprise wide technical support across hardware, software, and network systems for remote and onsite users. Resolve incidents and service requests via phone, email, and remote tools while maintaining SLA compliance and achieving high first call resolution rates.
● Troubleshoot Windows 11 and legacy OS environments, including VPN, authentication, and connectivity issues.
● Administer Active Directory and Microsoft 365 accounts (Exchange Online, Teams, SharePoint), performing password resets, provisioning, MFA setup, and Azure AD token revocation.
● Support desktops, laptops, docks, monitors, printers, LAN, phones, and mobile devices across hybrid environments.
● Collaborate with Infrastructure and Network teams to resolve complex issues involving DNS, DHCP, TCP/IP, and firewall rules.
● Conduct root cause analysis using SQL queries, logs, and telemetry to identify recurring problems and recommend long term solutions.
● Maintain Service Desk documentation and knowledge base for internal and after hours support.
● Execute IT termination workflows, manage loaner equipment bookings, and provide onboarding support for new staff.
● Participate in system upgrades and technical projects ensuring seamless deployment and minimal disruption.
ALI RIZVI
*********@***.***
www.linkedin.com/in/ali-rizvi-1044583
Education & Credentials
Bachelor of Science (B.S.) in Computer Systems Networking and Telecommunications University of Karachi Karachi, Pakistan
● Focused on network infrastructure, system administration, and database management fundamentals. Gained hands on experience with Windows Server, Active Directory, and network configuration principles supporting enterprise environments. Personal Projects
● Excel Business Insights Dashboard
Developed a dynamic Excel dashboard using PivotTables, charts, slicers, and advanced formulas to visualize business performance. Automated data analysis workflows to highlight KPIs and trends for decision making efficiency.
● Power BI Sales Performance Dashboard
Built an interactive Power BI dashboard integrating data from Excel and SQL sources. Applied DAX measures, Power Query, and data modeling to create drill through reports and real time sales insi ghts.
● SQL Data Cleaning & Reporting Project
Cleaned and transformed raw datasets using MySQL and T SQL, applying joins, subqueries, and validation rules. Delivered structured, analysis ready data for Power BI and Excel reporting, improving data accuracy and usability.
Contact this candidate