Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ABDULKADIR SHEIKH-ALI

Niagara Falls,ON

Summary

Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Proficient in Windows and iOS .

Overview

5
5
years of professional experience
1
1
Certification

Work History

Social Media Marketing

Accenture
St. Catharines, ON
01.2023 - Current
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with communication strategies and implemented tactics to support business objectives.
  • Developed brand marketing plan strategies to increase brand awareness.
  • Worked with creative teams to deliver productive marketing campaigns.
  • Assisted with development of lead generation plans with targeted prospects, measures and objectives.

Technical Support Specialist/Mentor

Transcom
Niagara Falls, Ontario
05.2021 - 08.2022
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Documented and updated case notes for each customer and work order.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Assessed issues to determine appropriate troubleshooting methods for remediation.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Setting up Mac Computers for Customers
  • Walked customers through setting up iPhones/iPads and activating them.
  • Reset Passcodes on iPhone/iPad's.
  • Reset passwords on all Mac Devices .
  • Helped Train new Technical Support employees with soft skills and troubleshooting skills.
  • Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Updated Software on apple devices such as Mac's, IPhone's, iPad's .
  • Reset Network settings and resetting Apple devices that include Macs, iPhone, And iPads.
  • Transferring Data over From Mac's to Window's Computer and Transferring data from iOS to android.
  • Assisted customer in understanding products, components and systems using technical demonstration.

Hands on System Administrator

Project
Niagara Falls, ON
01.2019 - 01.2019
  • Installed and setup VirtualBox, Windows Server 2016, linked clones, and RDP
  • Added Windows 10 client machines to Windows Server 2016 domain
  • Created and modified Active Directory template user accounts to hold various properties
  • Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop
  • Created and linked Group Policy Objects (GPO) in Active Directory
  • Reset Passwords and unlocking user accounts using active directory users and computers
  • Mapping share Drives for users
  • Set a up a Printer on Windows Server 2016, NTFS
  • Deployed and Installed software on user's computer using PDQ Deploy
  • Install and configure Duo Authentication for users
  • Created Mailboxes for users with Exchange Server 2016.

Education

Diploma - Computer Engineering

Niagara College
06.2021

Skills

  • Help Desk Ticketing Systems
  • Problem Diagnosis
  • Technical Troubleshooting
  • Phone & Online Support
  • Office 365 Support
  • Emotional Intelligence
  • Customer Service Skills
  • Ticketing systems : Jira, Spiceworks
  • Software: Active Directory, Office 365, Outlook, Cisco AnyConnect, Duo, Zoom, Putty, WinSCP, XAMPP, Oracle VM VirtualBox, PDQ Deploy, PDQ Inventory
  • Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox
  • Networking: LAN, WLAN, DHCP, VPN, DNS
  • Platforms: Windows 10 Enterprise, macOS, Android, iOS, Chrome OS, Windows Server 2016, Exchange Server 2016, Windows 7, Windows Server 2019
  • Programming: SQL, HTML, CSS
  • Remote Tools: Remote Desktop Connection, Any desk, TeamViewer

Certification

  • Currently studying for COMPTIA A+

Timeline

Social Media Marketing

Accenture
01.2023 - Current

Technical Support Specialist/Mentor

Transcom
05.2021 - 08.2022

Hands on System Administrator

Project
01.2019 - 01.2019

Diploma - Computer Engineering

Niagara College

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ABDULKADIR SHEIKH-ALI