Faheela Khan
Calgary,Canada
Summary
Experienced IT/Telecom Specialist with 4+ years of industry experience in Information Technology along with 6+ years of customer service skills and experience. Demonstrated proficiency in system troubleshooting, configuration, and implementation, supported by a comprehensive grasp of CCNA concepts. Adept in troubleshooting and systems optimization.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Canadian Fiber Optics
Calgary, AB
08.2024 - Current
- Procurement, installation, configuration, and troubleshooting of end-user computer hardware, software, systems, networks (LAN), printers, scanners, mobile devices (cell phones, tablets etc.) and desk phones, televisions, postage machines and other IT peripherals for the staff.
- Working closely with the IT Manager to improve staff understanding and usage of MS365 applications (SharePoint, OneDrive, Teams etc.).
- Support staff members with their day-to-day requirements related to MS365 applications suite.
- Reviewing and fulfilling all hardware and software needs for new and transitioning employees.
- Setting up and managing employee user accounts.
- Administering the purchasing and managing of software licenses.
- Logging and processing support calls and maintaining support call queues.
- Responding promptly to service issues and requests.
- Train and guide staff on computer hardware and software use. This includes preparing required training documents and user manuals to achieve this goal.
- Planning & undertaking scheduled end-user system maintenance, upgrades, and hardware/software replacements.
- Testing new end-user hardware/software technology for compatibility and integration with other CFOC systems.
- Setup and manage user accounts and permissions within the Internal Corporate Network (ICN).
- Provide support in testing and deployment of new applications and systems.
- Coordinate with vendors and suppliers to resolve technical problems with the IT equipment and software.
- Managed Azure Cloud Infrastructure operations.
- Executed strategic IT infrastructure planning for new office.
- Implemented network solutions by setting up switches, routers, and firewalls from Calix, Cisco, Fortinet, and HP.
IT Support Specialist
ZS2 Technologies
Calgary, AB
09.2023 - 06.2024
- Provide guidance on optimal IT solutions within budget constraints.
- Provide technical support and training to end users.
- Install and configure workstations, laptops, servers and other IT equipment.
- Monitor system and network performance.
- Perform troubleshooting, repairs, and data restoration.
- Maintain licenses and upgrade schedules.
- Institute protocols for the use of IT across departments and projects.
- Manage support requests, including resolving system, network, and application issues.
- Support and maintain software platforms such as MS SharePoint, Teams and Monday.com.
- Improved operational efficiency by automating manual printing tasks by optimizing available equipment, resulting in 40% less paper consumption, significantly reducing printing costs.
- Provisioning and maintaining workstations, network equipment and servers.
- Design and implement scalable technology infrastructure solutions.
- Create and update documentation for user guides.
- Collaborating with vendors and service providers to oversee contracts, billing issues and generate support tickets for issue resolution.
- Maintain and develop an inventory of network, hardware, and software.
- Perform system and firmware updates.
- Enforce corporate IT security standards.
IT Help Desk Analyst
YMCA
Calgary, AB
05.2022 - 08.2023
- Expertly diagnosed and resolved computer-related problems, resulting in a 25% reduction in average ticket resolution time and improved client service experience.
- Responding to clients’ issues via phone, voicemail, and e-mail to identify hardware/ software issues and offer solutions.
- Working knowledge of ConnectWise and Zoho remote software.
- Administering Fresh Service ticketing system and help triage tickets based on priorities set out daily by the Director, IS.
- Troubleshooting issues with desktops, laptops, and mobility devices.
- Troubleshooting issues with network, application, security, and other technologies.
- Accept a variety of special assignments as requested by Director, IS.
- Direct experience with Windows XP, Win7, Win10, Win11, Windows Server, Citrix, Antivirus softwares and PBX system.
- Working knowledge of Microsoft 365 applications, Class, KnowBe4 platform, SharePoint, Great plains, and Avocado software.
- Experience working with Windows Active Directory, Group Policy, DNS, RDS and Exchange.
- Oversee and monitor inventory of IT equipment.
- Monitor network performance and any outages on Cisco Meraki dashboard.
- Creating training materials, FAQs, guiding documents and providing training to new hires on all software used at YMCA.
IT Assistant/Admin-Internship
Bowness Community Association
Calgary, AB
07.2021 - 12.2021
- Collaborated with communal team to help create software for BCA, remotely.
- Helped with data transfer from Rectimes into communal.
- Managed to troubleshoot and fix bugs in communal software.
- Working on BCA’s requirement to be implemented on the new software.
- Working with Get Communal team to make the software more user friendly and make the interface appealing.
- Educated and trained the BCA staff on the new software.
- Other IT duties such as fixing computers, printers and finding solutions to make communication easier during pandemic restrictions for office staff.
Remote Technical Support Technician
Geek Squad
Calgary, AB
10.2018 - 03.2021
- Educating and Training Geek squad clients on solving hardware / software problem via remote technical support.
- Provided personalized desktop support by installing requested software and configuring antivirus, resulting in 100% resolution of client service requests.
- Enhanced customer support by effectively informing clients about Geek squad membership and plans that best fit their needs.
- Diagnosing and troubleshooting software/hardware related issues for 50+ clients daily, resulting in 95% ticket resolution within SLA, improving overall customer satisfaction and productivity.
Education
Microsoft - AZ900 – Microsoft Azure Fundamentals Certification
01.2024
Diploma - Information Technology, Telecommunications Major
Southern Alberta Institute of Technology
Calgary, Alberta04.2022
Skills
- Administer routers, switches, gateways, and troubleshoot or repair telecom infrastructure, including the WAN and LAN
- Ability to calibrate telecom/information technology infrastructure
- Experienced in Azure cloud infrastructure and on-prem Active Directory
- Knowledge of Linux systems and VMware
- Knowledge of PBX and VoIP systems
- Knowledge of networking protocols such as MPLS, BGP, OSPF, RIP, EIGRP, and other protocols
- Familiarity with managing voicemail systems and multimedia communication systems protocols, such as H323, IAX, and SIP voice gateways
- Basic understanding of relational databases (SQL) and the programming language JavaScript
- Ability to install and commission IT hardware
- Working knowledge of Salesforce CRM, IBM’s AS/400, Pharmaclik, Mondaycom, and Fresh Service ticketing system
- Working knowledge of multiple remote software applications, such as LogMeIn, Zoho, TeamViewer, and ConnectWise
- Advanced knowledge of Microsoft Operating System and Microsoft Office applications such as Excel, Word, PowerPoint, and Outlook
Key Abilities
- Accustomed to working in a fast-paced working environment with the ability to think quickly and provide successful resolutions.
- Able to work both individually and as a team player complemented by strong interpersonal skills.
- Excellent organizational and administrative skills supported by strong Knowledge of Administrative procedures.
- Ability to multitask, meet deadlines and produce work that is orderly and attractive while ensuring tasks are completed correctly and on time.
- Excellent Communication skills, fluent in English.
Awards
Spirit & Excellence Award - Canadian Fiber Optics
Training
Fortinet NSE7 - Enterprise Firewall
Enterprise Windows 11 Administration
MD 102-Endpoint Administrator
MS 102-Microsoft 365 Administrator
Windows Server 2022 Administration
Timeline
IT Support Specialist
Canadian Fiber Optics
08.2024 - Current
IT Support Specialist
ZS2 Technologies
09.2023 - 06.2024
IT Help Desk Analyst
YMCA
05.2022 - 08.2023
IT Assistant/Admin-Internship
Bowness Community Association
07.2021 - 12.2021
Remote Technical Support Technician
Geek Squad
10.2018 - 03.2021
Microsoft - AZ900 – Microsoft Azure Fundamentals Certification
Diploma - Information Technology, Telecommunications Major
Southern Alberta Institute of Technology