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
Summerside, Canada
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
Remote
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
Remote
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
New Annan, PEI
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
Charlottetown, PEI
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