Abubakar Sadick
Summerside,PE
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Starport Managed Services
10.2022 - Current
- Provided remote technical support for diverse client environments, including hardware, software, and network troubleshooting for PCs/MACs, printers, servers, and cloud services like Office365, Azure, and AWS.
- Collaborated with senior team members on various projects, including hardware/software installations, configurations, upgrades, and client onboarding, while conducting inventory audits.
- Ensured adherence to best practices and proactive planning for client environments, while maintaining responsiveness to critical emergencies such as hardware failure, cyber attacks, and security breaches.
- Proactively monitored servers, applications, and services using remote tools to address potential issues before they escalated.
- Managed client communication and issue resolution, including follow-up, feedback provision, and timely ticket closure, while maintaining accurate documentation and time records.
Service Desk Analyst
Concentrix
05.2021 - 07.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via phone, chat and email platforms
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Applications Support Specialist
Sitel
04.2021 - 09.2021
- Increased end-user satisfaction with thorough testing, diagnosis, and resolution of application issues.
- Ensured optimal application functionality through rigorous quality assurance testing before deployment to production environments.
- Streamlined processes for increased efficiency by implementing automated monitoring tools for applications.
- Delivered effective training sessions on new software releases to both internal staff members and external clients, ensuring smooth adoption of new features.
Data Entry Clerk
Cavendish Farms
04.2019 - 03.2021
- Supported various departments with ad hoc data entry requests, enabling them to make informed decisions based on accurate information.
- Performed regular audits on database content to identify outdated or inaccurate records requiring updates or removals.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
Customer Service Representative
TTEC
06.2016 - 04.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Processed customer adjustments to maintain financial accounts.
- Responded to customer requests for Rogers products, services and company information.
- Recorded user information to open new customer accounts.
Education
Computer Information Systems
Holland College
Charlottetown, PE2019
Computer Science
University of Prince Edward Island
Charlottetown, PE2017
Skills
- Network Troubleshooting
- Technical documents comprehension
- Logging support tickets
- System Administration
- Hardware & software troubleshooting
- Windows, macOS, Linux proficiency
- SonicWall firewall and VPN configuration
- Backup, disaster recovery - Veeam, Datto and Axcient
- Scripting: PowerShell, Python
- AWS, Azure cloud
- VMware, Hyper-V virtualization
- Communication
- Problem-solving
- Documentation accuracy
- Cybersecurity and SIEM tools
Languages
English
Native or Bilingual
French
Limited Working
Certification
- CompTIA A+
- Datto
- SonicWall
- CompTIA Security+
- Microsoft Certified
Timeline
Help Desk Analyst
Starport Managed Services
10.2022 - Current
Service Desk Analyst
Concentrix
05.2021 - 07.2022
Applications Support Specialist
Sitel
04.2021 - 09.2021
Data Entry Clerk
Cavendish Farms
04.2019 - 03.2021
Customer Service Representative
TTEC
06.2016 - 04.2019
Computer Information Systems
Holland College
Computer Science
University of Prince Edward Island
- CompTIA A+
- Datto
- SonicWall
- CompTIA Security+
- Microsoft Certified
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