Open To Work
ABDUL RAHIM SHAH
Toronto
Work Preference
Summary
Detail-oriented and results-driven IT professional with over 12 years of experience in IT service management and technical support roles. Proven track record of effectively utilizing ITSM tools, managing incidents and problems, and driving process improvements. Strong ability to collaborate with cross-functional teams, deliver exceptional customer service, and ensure the smooth operation of IT services.
Overview
17
17
years of professional experience
Work History
IT Support / Help Desk
ABM Integrated Solutions
- 01.2025
- Provide technical support and maintenance for Scotiabank ATM systems, including denomination configuration and troubleshooting
- Ensure optimal ATM performance by diagnosing hardware/software issues and coordinating timely repairs
- Collaborate with financial institution teams to implement updates and security protocols across ATM networks
- Maintain detailed service logs and documentation for compliance and operational efficiency
- Support other IT infrastructure tasks as needed, including network connectivity and peripheral device setup
IT Support / Help Desk
Diebold Nixdorf
01.2023 - 01.2025
- Set up service optimizing IT service management processes and Staging ABM DN series 450, 470, etc.
- Actively created and managed a high volume and Installing Update Programs to the ATM machine.
- Installing Machine Deposit Module, Recycling Module, Cash Cassettes, Fascia checking and Etc.
- The Diebold Nixdorf ABM Machines All Series Unite Information, Physical check, Customization, Outdoor Installing hardware Accessories, Power up & Device Testing.
IT Support / Help Desk
Chubb Fire & Security
04.2023 - 12.2024
- Set up service catalogs and incident templates in ServiceNow, optimizing IT service management processes.
- Managed proactive system controls and performed monthly preventive maintenance for optimal system performance
- Conducted thorough monitoring of system performance post-deployment, analyzing application and system logs to identify and address potential issues.
- Coordinated with IT support teams to report and resolve regular IT-related issues, encompassing hardware, software, mobile devices, and workspace troubleshooting.
IT Support / Help Desk
Services MIT INC
01.2021 - 02.2023
- Set up service catalogs and incident templates in ServiceNow, optimizing IT service management processes.
- Actively created and managed a high volume of incidents, along with customer customization and problem-solving requests within ServiceNow, ensuring prompt resolution and smooth workflow.
IT Support / Help Desk
Zohak Technology
04.2016 - 03.2020
- Monitored and provided support for network, system, application, service, and business activities.
- Successfully resolved IT-related issues at both client and server sites, demonstrating strong troubleshooting skills and technical expertise.
- Administered and maintained network infrastructure, backup systems, remote access, storage, and databases.
- Conducted regular checks on the overall health of the network, ticketing system, and other online incident applications, proactively identifying and addressing any potential issues.
IT Support / Help Desk
Challenger Info-Tech | Green Zone ICT Services
09.2014 - 03.2016
- Monitored and administered tickets, including incident, request, problem, and change management, ensuring efficient resolution.
- Created and processed new hire welcome packages and developed formal training programs to enhance the technical skills and knowledge of the IT department.
- Coordinated with IT support teams to report and resolve regular IT-related issues, encompassing hardware, software, mobile devices, and workspace troubleshooting.
- Effectively handled and prioritized IT-related escalations, reviewing the overall ticket life cycle, providing detailed information to management, and implementing troubleshooting steps to resolve issues.
IT Support / Help Desk
Afghan Wireless Communication Co.
04.2013 - 08.2014
- Managed and supervised IT team, distributing work assignments and ensuring efficient task completion.
- Coordinated with IT equipment support to report and resolve network and software problems promptly.
- Provided training and evaluated work performance of new employees.
- Installed, configured, and evaluated network devices (switches, routers, bridges) in collaboration with IT supports and system administrators.
IT Support / Help Desk
Jahaan Technology Corporation
04.2008 - 02.2012
- Prepared and maintained project and organizational metadata for efficient record keeping.
- Implemented proactive and reactive processes to address and resolve IT problems promptly.
- Conducted on-site troubleshooting and issue resolution for clients and servers.
- Managed proactive system controls and performed monthly preventive maintenance for optimal system performance.
Education
E-Business Development Engineering -
Citi University
Toronto, Canada01.2025
Bachelor of Computer Science - undefined
University of Benawa
Kandahar, Afghanistan04.2018
Skills
- Networking & Security
- Troubleshooting & Diagnostics
- ATM and NCRs
- Data Collection & Analysis
- Communication Skills
- Critical Thinking & Problem Solving
- Teamwork & Collaboration
- Documentation & Reporting
- Consultation & Advisory Skills
- Leadership & Training
- ServiceNow
- ITIL Framework
- SharePoint
- Incident Management
- Problem Management
- IT Infrastructure
- Security Compliance
- Computer Hardware & Software Knowledge
LANGUAGES
English (proficient)
Pashto (native)
Hindi (fluent)
Certification
CCNAv7 Introduct-certificate
CCNAv7 Switching-certificate
TRAINING
- CCNA – Cisco, Karachi, Pakistan
- MCSE Win8- Network Path, Kabul, Afghanistan
Accomplishments
- Supported and troubleshot Windows OS (Windows 10/11) and macOS/iOS devices for end users
- Installed, configured, and maintained network devices including routers, switches, and peripheral hardware
- Provided technical support for ATMs, kiosks, and cashier/POS systems, ensuring high system availability
- Diagnosed and resolved hardware and software issues, reducing downtime and improving user satisfaction
- Performed installation, configuration, testing, and maintenance of ATM and self-service systems
- Delivered on-site and remote IT support, following ITIL and incident management best practices
Affiliations
- Member, ITIL / IT Service Management Community Cisco Networking Academy (CCNA) Microsoft Certified Professional Community ServiceNow Community CompTIA Community PMI (if applicable)
Software
Operating Systems Windows 10 / 11 Windows Server (user-level support) iOS (iPhone / iPad support) IT Service Management & Ticketing ServiceNow Incident, Problem & Change Management (ITIL) ATM & Financial Systems Diebold Nixdorf ATM Software ABM / NCR ATM Systems ATM Configuration, Updates & Diagnostics Networking & Remote Support Network Configuration & Troubleshooting VPN & Remote Access Tools LAN/WAN Monitoring Enterprise & Productivity Tools Microsoft Office (Outlook, Word, Excel, Teams) SharePoint Security & Compliance Access Control & User Permissions Security Patch Updates Compliance Documentation Hardware & Device Software POS / Cashier Systems Kiosks & Self-Service Devices Peripheral Device Drivers & Firmware
Portfolio
IT Support / Help Desk Specialist
Interests
Information Technology & Technical Support IT Service Management (ITIL best practices) Hardware & Software Troubleshooting Network Technologies & Connectivity ATM, Kiosk & Self-Service Technologies Cybersecurity Awareness & System Reliability Process Improvement & Automation Continuous Learning & IT Certifications
Additional Information
Best General Option (Recommended)
Open to contract, contract-to-permanent, or full-time opportunities. Available for on-site, field, or hybrid IT support roles. Strong customer service skills and flexible to support business needs.
If Driving - Field Work Is Important
Valid Ontario driver’s license with availability for on-site and field IT support assignments across the GTA.
If Availability Matters
Available to start immediately. Flexible with schedules, including evenings or weekends if required.
If You Want to Mention Continuous Learning
Actively pursuing continuous learning in IT service management, networking, and system support to stay current with industry best practices.
Short & Neutral (Always Safe)
Additional details available upon request.
Timeline
IT Support / Help Desk
Chubb Fire & Security
04.2023 - 12.2024
IT Support / Help Desk
Diebold Nixdorf
01.2023 - 01.2025
IT Support / Help Desk
Services MIT INC
01.2021 - 02.2023
IT Support / Help Desk
Zohak Technology
04.2016 - 03.2020
IT Support / Help Desk
Challenger Info-Tech | Green Zone ICT Services
09.2014 - 03.2016
IT Support / Help Desk
Afghan Wireless Communication Co.
04.2013 - 08.2014
IT Support / Help Desk
Jahaan Technology Corporation
04.2008 - 02.2012
IT Support / Help Desk
ABM Integrated Solutions
- 01.2025
Bachelor of Computer Science - undefined
University of Benawa
E-Business Development Engineering -
Citi University