Hi, I’m
Faiz Alam
Regina,Canada
Summary
IT professional with a robust background in technical, desktop, and network support, complemented by exceptional customer service skills. Demonstrated ability to resolve complex issues and ensure seamless IT operations. Highly collaborative and adaptable, with a strong focus on achieving team goals and enhancing user satisfaction.
Overview
12
years of professional experience
1
Certification
Work History
eHealth Saskatchewan
Service Desk Analyst
05.2023 - 10.2023
Job overview
- Comprehensive Client Support: Provided comprehensive IT support to clients at eHealth Saskatchewan, the Ministry of Health, and Saskatchewan Health Authority
- Service Failures Diagnosis and Resolution: Diagnosed and resolved service failures and support requests for IT and Health Care Applications
- Client Interaction for Issue Resolution: Interacted with clients through phone and email for issue resolution and inquiries
- Knowledge Base Utilization: Utilized and updated knowledge base articles (KDocs) for efficient problem-solving and information retrieval
- Active Directory Management: Managed user accounts, security groups, and group policies in the Active Directory system
- Hardware, Software, and Network Troubleshooting: Troubleshot and resolved hardware, software, and network issues, including desktops, laptops, printers, and applications
Todo Dia Ltd
IT Support Specialist
07.2017 - 06.2022
Job overview
- Client Support: Served as the initial point of contact for clients seeking technical assistance via phone, email, or in person, providing prompt and efficient support
- Advanced Troubleshooting: Resolved complex issues with workstations, peripherals, printers, software, smart devices, network devices and POS systems
- On-site Installations: Conducted installations, moves, adds, and changes for workstations, peripherals, and POS systems, ensuring SLA compliance
- Network Health Monitoring: Monitored the health and performance of network devices, including switches, routers, and circuits, ensuring optimal network operations
- Software and Security: Executed security patching and automated software delivery, ensuring systems were up-to-date and secure
- Clear Communication: Communicated effectively with clients, guiding them through problem-solving processes and ensuring they understood the solutions provided
- Mentorship: Mentored junior analysts using ITIL frameworks, enhancing team capabilities and service quality
Telecommunications Consultants India Ltd
Project Engineer
05.2011 - 06.2017
Job overview
- Network Design & Implementation: Designed and implemented network architectures, including IP core, access networks, and MPLS systems
- Installed and configured Cisco routers, switches, and other network devices for optimal performance
- Hardware & Peripheral Support: Installed, configured, and maintained IT equipment such as Windows and Linux servers, desktop systems, printers, and 2.4 m C-Band VSAT antennas, ensuring reliable operations
- Advanced Troubleshooting: Resolved complex issues with servers, desktop systems, network devices, and peripherals using diagnostic tools to maintain high service availability
- Customer Service & Technical Support: Delivered technical support by addressing issues with workstations, printers, and network equipment, ensuring user satisfaction and system functionality
- Data Center Operations: Managed and monitored data center operations, including hardware installations, configurations, and maintenance, ensuring efficient and reliable infrastructure performance
- Data Backup & Disaster Recovery: Managed data backup and disaster recovery strategies to ensure data security and operational continuity
- Documentation & Process Improvement: Created and maintained documentation for system installations, configurations, and troubleshooting, contributing to process improvements
Education
Saskatchewan PolytechnicRegina, SK
DIPLOMA from BUSINESS INFORMATION SYSTEMS
06.2024
UPTUINDIA
Bachelor of Science from Electronics Engineering
06.2008
Skills
- Network Architecture
- Cloud Computing
- Programming Languages
- Web Development
- Operating Systems
- Problem Solving and Issue Resolution
- Project Management and Coordination
- Strong Communication and Customer Service Orientation
- Teamwork and Independence
- Remote Technical Support
- ITIL Knowledge
- Incident Management
Certification
- Cisco Certified Network Associate (CCNA)
- Juniper Networks Certified Internet Associate (JNCIA)
- Microsoft Certified Technology Specialist (MCTS/ MCP)
Employabilityskills
- Problem Solving and Issue Resolution
- Project Management and Coordination
- Strong Communication and Customer Service Orientation
- Teamwork and Independence
Languages
English
Full Professional
Portuguese
Elementary
Timeline
Service Desk Analyst
eHealth Saskatchewan
05.2023 - 10.2023
IT Support Specialist
Todo Dia Ltd
07.2017 - 06.2022
Project Engineer
Telecommunications Consultants India Ltd
05.2011 - 06.2017
Saskatchewan Polytechnic
DIPLOMA from BUSINESS INFORMATION SYSTEMS
UPTU
Bachelor of Science from Electronics Engineering
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