BILIAMINU IBRAHIM
Toronto,Canada
Summary
Detail-oriented and solutions-driven IT Specialist with 5+ years of progressive experience providing technical support, leading teams, and managing enterprise systems in high-demand environments. Proven ability to transition from L1 to L2 support and grow into team leadership and escalation handling, with a strong record of reducing resolution time, enhancing onboarding processes, and increasing team performance. Known for creating scalable knowledge resources, promoting a training-first culture, and thinking proactively to solve problems before they escalate. Passionate about improving internal processes and user experience through automation, documentation, and collaboration.
Overview
7
7
years of professional experience
Work History
Team Lead - IT Support & Systems Operations
Johnson Controls Inc.
Toronto, Canada
07.2021 - Current
- Lead a diverse team delivering 24/7 global IT support across multiple channels-inbound/outbound calls, live chat, email, and internal ticketing systems.
- Acted as primary escalation point, collaborating with engineering and backend teams to resolve critical infrastructure and user issues.
- Built a structured onboarding and offboarding system, reducing setup time by 60% through automation and standardized workflows.
- Authored and maintained over 80+ internal documents including KB articles, training manuals, and visual job aids-directly improving first-time resolution rates.
- Trained and mentored junior staff with a 'train the trainer' approach, preparing internal videos and walkthroughs that increased team effectiveness.
- Championed the use of data from escalation trends and QA reviews to enhance team response quality and improve SOP documentation.
- Recognized for proactive thinking and solution ownership, ensuring issues were prevented before they impacted operations.
Senior IT Support Specialist (L2)
Johnson Controls Inc.
Toronto, Canada
02.2021 - 07.2021
- Managed complex technical incidents, owning Level 2 escalations from email, phone, chat, and ticket queues.
- Worked alongside engineering and IT security to resolve infrastructure, software, and identity/access management issues.
- Played a key role in deploying SAML-based SSO integrations for user applications, ensuring secure and seamless access.
- Created response templates and resolution macros for chat/email support, reducing average resolution time by 25%.
- Supported and trained new L1 agents, providing documentation and daily stand-ups to foster continuous learning.
IT Support Analyst (L1)
Johnson Controls Inc.
Toronto, Canada
01.2020 - 01.2021
- Delivered technical support to 1,000+ users via phone, live chat, and email, consistently maintaining 95%+ CSAT.
- Handled onboarding, software installs, VPN setup, and basic troubleshooting across Windows and macOS platforms.
- Logged and tracked all support tickets in Jira and ServiceNow, escalating appropriately when required.
- Identified trends from repetitive issues and proactively proposed knowledge base updates and process adjustments.
Technical Support | IT Specialist
Microland Technical Services
Markham, Canada
03.2019 - 09.2020
- Delivered technical support and maintenance for enterprise IT systems, focusing on device setup, OS configuration, and network infrastructure.
- Installed, upgraded, and supported key business software and servers, contributing to the stability and growth of client environments.
- Managed backup and recovery operations, ensuring minimal data loss and quick restoration.
- Provided clear and actionable documentation for repetitive support requests, reducing average ticket handling time.
- Worked hands-on with desktop repair, server maintenance, hardware upgrades, and software configuration across multiple operating systems.
Education
BSc - Computer Science
Al-Hikmah University
Ilorin, NigeriaCertificate - Computer Repairs & Maintenance
Centennial College
Toronto, CanadaSkills
- IT support leadership
- Escalation management
- Team supervision
- Inbound and outbound communication
- Email and chat support
- Ticketing systems management
- ServiceNow expertise
- Jira proficiency
- Google Workspace applications
- Salesforce utilization
- Microsoft 365 knowledge
- Okta integration
- Single sign-on (SSO)
- Device and user provisioning
- Onboarding and offboarding processes
- Security protocols adherence
- Analytical thinking skills
- Problem-solving abilities
- Cross-functional collaboration
- Knowledge base management strategies
- Customer relationship management (CRM)
- Project coordination skills
- effective communication
Websites
Projects
Automation of Onboarding/Offboarding, Standardized account creation and asset deployment through MDM and scripting tools-cutting average provisioning time by 60%. Internal Knowledge Hub Creation, Created centralized documentation with articles, SOPs, and training videos that reduced L1 escalations by over 30%. Tiered Escalation Playbooks, Designed structured playbooks for Tier 1 & 2 agents, ensuring a consistent escalation path and clearer problem-solving framework.
Timeline
Team Lead - IT Support & Systems Operations
Johnson Controls Inc.
07.2021 - Current
Senior IT Support Specialist (L2)
Johnson Controls Inc.
02.2021 - 07.2021
IT Support Analyst (L1)
Johnson Controls Inc.
01.2020 - 01.2021
Technical Support | IT Specialist
Microland Technical Services
03.2019 - 09.2020
BSc - Computer Science
Al-Hikmah University
Certificate - Computer Repairs & Maintenance
Centennial College