Rahila Shah
Toronto,ON
Summary
A+ certified IT professional with experience in network troubleshooting, hardware and software installation, configuration and administration of LAN infrastructure. With a broad 8 years of excellent experience in service desk and customer service, implementation and troubleshooting software and hardware related issues, MAC, Microsoft and smart devices
Overview
8
8
years of professional experience
1
1
Certification
Work History
Systems Support Analyst
The Globe and Mail
04.2023 - 09.2025
- Provide day to day technical support to internal users.
- AD Admin role Conducting Onboarding, Off boarding and trainings for new hires.
- Was recently working on Windows 11 Deployment project.
- Microsoft Intune, Azure, MDM, setting up MFA, JAMF, Outlook Exchange Online, Dynamics 365, Adobe, VPN (Global protect), and On Prem, troubleshooting with Outlook, creating DLs and shared mailboxes.
- Exchange admin, regular troubleshooting of Windows and Mac hardware. Including mobile devices, VPN issue, Outlook, Drive mapping, internal applications. Using remote assistance Team Viewer and Beyond trust portal.
- Exceptional customer service maintaining friendly relation with all my users and work with them till the issue is resolved.
- Meeting applications like Webex, Zoom, Teams.
- Maintaining SLAs and meeting deadlines creating and maintaining documents for Team future references.
- Project: MSOffice 365 Migration and One Drive Migration.
Project Coordinator and Support Specialist
Canadian Orthodontic Partners
10.2021 - 11.2022
- IT project management and project coordination via email, phone, and in-person between a team of 20 people for clinical network, Internet, and phone upgrade and maintaining Telco accounts for all the locations.
- Managing Team of Technicians, Vendors and Service providers for all IT projects.
- Analyzing the budget and cost for the project. Maintaining project reports for each step, and team collaboration. handling complicated tasks and fulfilling challenges.
- Planning the entire project and coordinating dates and steps with the team.
- Organizing meetings and coordinating schedules and planning with the team.
- Provides L2 support maintaining accounts for Microsoft 365, Adobe.
- AD and MS exchange admin role.
- Remote and in person hardware and software troubleshooting connectivity issue, conducting onboarding and offboarding procedures and training New hires maintaining troubleshooting documentation for team future ref using and Zoom, Ninja, Notion Google workspace, Google drive support, setting up team meetings using Google Meet or Zoom.
Technical Support Specialist
Runnymede Healthcare Centre
01.2020 - 10.2021
- IT Project management and coordination for implementing Software hardware upgrades.
- Implementation of a patient management system for the Hospital Support client via phone, email, In person, Microsoft Service manager ticketing system.
- SCCM Windows 10 capturing, creating, and deploying images.
- WDS and MDT Servers. Installing driver package in SCCM.
- Lead a team for Win 10 manual deployment including creating images using DISM and WinPE environment.
- Active Directory user setup, configuration, create and apply Group policies, working with shared folders, folder, and file permissions.
- MS Exchange, Outlook (2010,2016)
- MSOffice 2010,2016, Office 365, Google admin
- Cisco VOIP phones portal admin.
Application Support Analyst
06.2019 - 01.2020
- Maintains assigned application portfolio and performs regular risk assessment analysis for each to ensure a state of good repair.
- Tools, MSOffice 365, Microsoft Intune, MDM, AD On Prem and Azure, Outlook, Heat (remote support tool) Exchange online.
- AD Admin role for onboarding and Offboarding and training new hires and provide continuous support.
- Providing Level 1 support and escalate accordingly if required.
- Coordinates vendor support with IT groups and clients to resolve business application issues.
- Maintaining regular troubleshooting documentation.
- Projects: Lead a Project of EMS in Halton Region for installing and testing of Tough books Panasonic CF20 in vehicles.
Level 1- Help Desk Analyst
Canada Cartage
02.2018 - 06.2019
- Filters Help Desk calls and provide basic support and troubleshooting.
- Provide 1st level support through emails, phone calls, TeamViewer/remote support tools.
- Regular User Support, maintaining documentation, Onboarding and Offboarding and training new hire with company applications.
- Printer, Scanner Configuration, break/fix instructions.
- Route tickets to appropriate Level 2 /SME and follow-up on the status.
- Providing Support through SCCM.
- Answer helpdesks call without failure and update existing ticket/create new ticket if required.
Education
Diploma - Network Administration
01.2018
Bachelor of Science - Computer Engineering
07-2003
Skills
Remote support
Application support
Hardware maintenance
Incident management
Mobile device management
ITIL framework
Active directory
Problem-solving
Self motivation
Goal setting
Project management
Technical communication
Issue and resolution tracking
Accomplishments
- Supervised a team of 20 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Certification
- A+ Certified (220-901/902), 04/01/18
- Network+, 01/01/19
- Microsoft Windows 10 Client, 01/01/19
Interests
- Participating in cultural exchange programs and homestays
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Backpacking and Hiking
- Food Tourism
- Road Trips
- Historical Exploration
- Train Travel
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Outdoor Recreation
- Horseback Riding
- Camping
- Kayaking
Timeline
Systems Support Analyst - The Globe and Mail
04.2023 - 09.2025
Project Coordinator and Support Specialist - Canadian Orthodontic Partners
10.2021 - 11.2022
Technical Support Specialist - Runnymede Healthcare Centre
01.2020 - 10.2021
Application Support Analyst -
06.2019 - 01.2020
Level 1- Help Desk Analyst - Canada Cartage
02.2018 - 06.2019
CDI College - Diploma, Network Administration
SSUET (Sirsed University of Engineering And Tech) - Bachelor of Science, Computer Engineering