Adnan Asim
Mono,ON
Summary
20+ years of experience as a Technical Helpdesk Support Specialist well-versed in providing technical support to in-house and remote end- users. I am a dedicated and versatile technician who is looking to transition to oversight or managerial roles within a help desk organization. Create new user accounts using active directory, setup new email accounts on exchange servers as well as troubleshoot iOS, Android, and blackberry issues. Provide desktop and laptop support for system refresh projects, supported users on setting up multiple network printers, managed hardware and software failure due to viruses, network cabling and termination and Punch down keystone jacks and patch boards. Profiled and interviewed engineering and scientific workstation users and provided solutions for applications and auxiliary equipment needs for supplied standards. Certified and developed documentation for applications as needed to load client's workstation. Established remote connectivity using LogMeIn. Perform On call after hour duties 1 week every 2 months supporting client issues during weekend and at night during weekdays. Troubleshooting skills with network protocols such as DNS, TCP/IP, SMTP & SNMP. Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Maintain IT & Asset Documentation. Accommodating Technical Support Specialist with 10 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff. Organized Help Desk Supervisor with extensive knowledge of hardware maintenance. Successful at leadership and managing productive teams. Committed to excellent and thorough customer service.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Helpdesk Supervisor
Chapmans Ice Cream
07.2022 - 05.2023
- Build quotes for procurement tickets through detailed analysis of client specifications and needs
- Compose and presents onboarding processes for all new clients
- Oversees 50+workstation deployments for SOWand procurement projects weekly
- Leads review of all open tickets with team daily to ensure that
- Confidential Service Level Agreements are being me.
- Used ticketing systems to manage and process support actions and requests
- Recruited, trained and supported help desk technicians and representatives
- Walked customers through step-by-step problem solving and enlisted extra help
- Scheduled and trained help desk employees
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Monitored problem management database and followed up with assigned personnel
Iron Mountain Desk Side Support Specialist
Iron Service Global Canada Inc
03.2021 - 07.2022
- Hands-on technical working experience with resolving technical issues related to Microsoft Windows 7/8/10/Operating Systems., Technical working experience with resolving technical issues related to Microsoft Windows 11 Operating System
- Apple iOS and
- Google Android OS
- Technical working knowledge on all aspects of end-user computing, to deal with complex technical issues, which could range from PC’s, Laptops, Tablets, iOS/Android Mobile Devices
- Networking & Printers
- Resolve & troubleshoot complicated application issues
- Working knowledge in use and support of Office 365 (i.e.
- Microsoft Word/Outlook/Excel)
- Working knowledge in the use and support of GSuite (i.e.,GDoc/GMail/GSheet)
- Re-imaging Desktops and Laptops
- Setup Chromebox and Chromebook.
Senior Technical Helpdesk Support Specialist
First National Financial LP
04.2012 - 08.2020
- Use VMware update manager to create or edit baselines and baseline groups
- Perform upgrades to operating systems and layered software packages (i.e.
- VDI components, Windows services, or other enterprise apps) as necessary
- Performing backups, troubleshooting and problem resolution for servers associated with a VMware virtual infrastructure
- Maintain, upgrade, and implement improvements to the
- VMWareESXi infrastructure
- Assists in the evaluation, recommends negotiations and contracts for the purchases of system software products
- Performs technical analysis, installation, maintenance and modification of operating system software
- Troubleshoots and resolves problems and monitors system performance while simultaneously support staff engaged in similar efforts
- Provide local and remote desktop support for corporate headquarters and 14 satellite locations
- Assisted in Implementing a Help Desk Support Department and
- Data Recovery Center
- Planned and managed the upgrade of 900 workstations to
- Windows
- 0365, 7 2000, MS Office Suite
- Reduced the need for outsourcing technical repairs at a cost., Led the company-wide installation and configuration of commercial and proprietary applications
- Established formal lines of communication for project teams including pagers and messaging boards
- Assisted in transitioning the company from an AS400 to ERP system involving critical data migration
- Reduced technical resolution turnaround time from two weeks to same day
- Troubleshoot network connectivity, network printing and user access issues.
Lab System Administrator
EMC Corporation
03.2011 - 12.2011
- Make technical recommendations to management
- Identify administrative standards, issues and process improvement
- Configuration and Administration of Solaris Virtualization (Containers and LDOM)
- Good experience on installing/troubleshooting ShoreTel VoIP system and currently administrating
- ShoreTel VoIP system.
- Worked with users to determine areas of technology in need of improved usability
- Provisioned new software and hardware for use, following established security policies
- Managed onboarding and offboarding of employees
- Established network specifications and analyzed workflow, access, information and security requirements
Field Engineer
NCR Corporation
02.2001 - 10.2010
- Provide installation, maintenance, and repairs on equipment to assure continuity of customer operations and high levels of customer satisfaction
- Customer problems or incidents until the situation have been
- Resolved to the customer's satisfaction
- Perform Tier II/III work on products and services of medium-high complexity
- Tier II/III products include large servers and mainframe computers and peripherals, large system printers and plotters
- Enterprise level servers, networks and software, item processing reader/sorters and networking issues on
- Applications Engineer Independent field service contractor/subcontractor specializing in computer and industrial electronic and electrical equipment installation and service
- Analyzed weaknesses in operational efficiency regarding process issues and strengthened.
- Interacted effectively with site engineering team and field staff to coordinate work that complied with design and construction documents
Web Designer
Qualicom
09.1999 - 01.2001
- Responsible for design, site structure (information architecture)
- XHTML & CSS coding, image editing, and some Flash
- Basic use of ASP, JavaScript, and some VB script
- Play a key role in the design and layout of several sites
- Interactive CDs and other projects
- Editing and preparation of videos for the web.
- Completed domain name registrations and maintained website and web hosting account
- Enhanced functionality and appearance of website and repaired functionality issues
- Developed graphic and image assets for both content and digital marketing efforts
Education
A+ Certified CE — Online - Computer And Information Systems
CompTIA
Mississauga, ON09.2022
Dell System Certification - Computer And Information Systems
Dell Canada
Mississauga, ON12.2005
Network Administration - Information And Computer Systems
CDI College
Brampton, ON05.2001
Skills
- Computer Maintenance
- Windows \ Apple \ Chrome
- Operating Systems Windows XP \ 2000 \ 2008 \ 10 \ 11
- MacOS 10 \ 11 \ 12 \ 13
- Chrome OS
- MS Office o365 / 7/8/10/11
- Conferencing Tools / MS
- Teams / Zoom / Google Meet / Go to Meeting
- Google Suite
- Active Directory
- ServiceNow IT Ticketing System
- Mobile devices OS\Android
- Network
- TCP/IP, DNS, DHCP
- NAT/PAT
- VLANs
- VMware Citrix
- Symantec backups
- AS400
- Adobe Creative Suite
- Storage SAN/iSCSI SAN/NAS
- Microsoft Office
- End-User Support
- System Implementation
- LANs
- Computer Hardware Knowledge
- Administrative Support
- Google Chrome
- Microsoft Networking
- Wide Area Network (WAN)
- Voice over Internet Protocol (VoIP)
- Help Desk Support
- Backup Recovery
- Cisco WebEx
- Software and Hardware Assistance
- Ticket Management
- Detailed Documentation
- Graphic Arts
- Ticket Tracking
- Bug Fixes
Accomplishments
- Resolved product issue through consumer testing.
Additional Information
- AWARDS: , Best Employee 2014 Helpdesk Support First National LP Field Engineer Support 2007 Field Engineer -NCR Adnan Asim Network System Administrator \ Senior Technical Helpdesk Support Specialist
- AWARDS: , Best Employee 2014 Helpdesk Support First National LP Field Engineer Support 2007 Field Engineer -NCR Adnan Asim Network System Administrator \ Senior Technical Helpdesk Support Specialist
- AWARDS: , Best Employee 2014 Helpdesk Support First National LP Field Engineer Support 2007 Field Engineer -NCR Adnan Asim Network System Administrator \ Senior Technical Helpdesk Support Specialist
- AWARDS: , Best Employee 2014 Helpdesk Support First National LP Field Engineer Support 2007 Field Engineer -NCR
Certification
- [A+] License - [10 years]
Languages
English
Full Professional
Hindi
Professional Working
Punjabi
Limited Working
French
Limited Working
Urdu
Professional Working
Timeline
Helpdesk Supervisor
Chapmans Ice Cream
07.2022 - 05.2023
Iron Mountain Desk Side Support Specialist
Iron Service Global Canada Inc
03.2021 - 07.2022
Senior Technical Helpdesk Support Specialist
First National Financial LP
04.2012 - 08.2020
Lab System Administrator
EMC Corporation
03.2011 - 12.2011
Field Engineer
NCR Corporation
02.2001 - 10.2010
Web Designer
Qualicom
09.1999 - 01.2001
A+ Certified CE — Online - Computer And Information Systems
CompTIA
Dell System Certification - Computer And Information Systems
Dell Canada
Network Administration - Information And Computer Systems
CDI College
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