ABDOUL KADIR ALI
Ottawa
Overview
5
5
years of professional experience
Work History
Tech Support
NewFoundRecruiting
04.2025 - Current
- Provided tier one and tier two technical support to SSC staff, managing 50+ incidents and service requests weekly in Service Manager, ensuring timely resolution of hardware and software issues.
- Remotely troubleshot 100+ user sessions per month using Onyx and Citrix Poseidon, diagnosing connectivity problems and optimizing application performance.
- Maintained device compliance and security by updating asset records in EMDM and deploying patches and configurations through Microsoft tools, improving overall system uptime.
IM/IT Analyst Intern
Employment Social Development Canada (Government of Canada)
05.2024 - 03.2025
- Delivered technical support for 200+ IT/IM requests, ensuring prompt resolutions and maintaining high client satisfaction.
- Coordinated a large-scale data migration project, transferring 10,000+ departmental files from shared drives to SharePoint Online, improving collaboration and accessibility.
- Developed 10+ PowerPoint presentations on IT/IM topics, streamlining knowledge sharing and increasing staff adoption of new technologies by 25%.
- Conducted an in-depth storage analysis, devising a solution to reduce excess file usage, and creating a comprehensive guide shared across department.
Facility Service Coordinator
Brookfield Global Integrated Solutions
02.2023 - 04.2024
- Provided timely feedback to management regarding 100+ service failures and customer concerns, improving service response times.
- Monitored email and phone communications, responding to 30+ client inquiries daily with effective solutions.
- Followed up with technicians and managers to track and communicate status updates, reducing response delays by 20%.
Business Analyst
MSI Corps
03.2022 - 02.2023
- Analyzed business processes to identify areas for improvement and increase operational efficiency.
- Collaborated with cross-functional teams to gather requirements and deliver actionable insights.
- Developed detailed documentation of business requirements and functional specifications for stakeholder review.
- Conducted data analysis using Excel and SQL to support decision-making processes across departments.
Smart Home Sales
MSI Corps
02.2021 - 03.2022
- Promoted and sold Bell Smart Home products, including security systems, automation devices, and internet/TV bundles.
- Conducted in-home/retail consultations to understand customer needs and recommend customized solutions.
- Processed new service orders, upgrades, and contracts while ensuring accuracy and compliance with Bell policies.
- Collaborated with field technicians to coordinate installations, ensuring smooth customer onboarding.
Education
Bachelor of Technology (Honours) - Business Systems development
Algonquin College
Ottawa, ONSkills
- Cross-functional teamwork
- Time management expertise
- Administrative support
- Strategic critical thinking
- Conflict resolution expertise
- Rapid learning ability
- Efficient document management
- Appointment management
- Programming Languages: Java, Python, R, JavaScript, SQL, HTML, CSS
- Database Management: MySQL, Microsoft SQL Server, Power BI, SAP, UML
- Software & Tools: Service Manager, Microsoft Azure, Microsoft Office Suite, Microsoft Project, CRM Softwares, ERP Systems, SharePoint, Onyx, Citrix Poseidon
- Other: Agile methodologies, SDLC understanding, data analysis, cloud analytics
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Tech Support
NewFoundRecruiting
04.2025 - Current
IM/IT Analyst Intern
Employment Social Development Canada (Government of Canada)
05.2024 - 03.2025
Facility Service Coordinator
Brookfield Global Integrated Solutions
02.2023 - 04.2024
Business Analyst
MSI Corps
03.2022 - 02.2023
Smart Home Sales
MSI Corps
02.2021 - 03.2022
Bachelor of Technology (Honours) - Business Systems development
Algonquin College