Overview
Work History
Education
Skills
Timeline
Summary
Technical Qualifications

Faizan Khan

Toronto,Canada

Overview

5
5
years of professional experience

Work History

Technical Specialist

Apple
  • Built excellent rapport with customers by catering to their individual needs and requirements
  • Troubleshooted and diagnosed various Apple devices for customers and provided the best solution to restore customer's trust in the company's products and services and in turn increase brand loyalty
  • Assisted business owners' and entrepreneurs' reach the optimal solution(s) to their needs by connecting them to Apple's business team
  • Successfully took the most appointments with the highest customer satisfaction rate in my final quarter at the the Conestoga Mall Apple Genius Bar
  • Contributed in the growth of customer satisfaction towards the Apple Genius Bar in Waterloo, which resulted in the location taking first place in Canada and within top ten in the world for customer satisfaction in the same quarter.
  • Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
  • Trained users on desktops, laptops and mobile devices.
  • Developed internal best practices, resources and training materials to support IT staff in corporate performance improvement initiative.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Maintained system quality control, surveying users, collecting metrics data and handling IT audits to support updates and maintenance.

System Administrator

TDC Inc.
04.2023 - Current
  • Acts as the main contact for the company for on-boarding and exiting users for all clients
  • Creating SOP's for all processes within the company and any technical guides required by clients
  • Acting as a Tier 1 and Tier 2 IT Support Specialist using ConnectWise (CWA, CWC and CWM)
  • Acts as the remote and on-site technician for three large enterprise clients based out of Toronto, two in global finance and one in international education, with 70+ users combined
  • Works remotely with team members to resolve issues for fifteen SMB and large enterprise clients in Toronto, Vancouver, New Brunswick and other areas of Eastern Canada
  • Resolves issues for Microsoft Windows and Microsoft 365 suites of software: Windows 10 Pro and Windows 10 Business, Windows 11 Pro and Windows 11 Business, Microsoft 365 Business Premium and Enterprise (Outlook, Teams, SharePoint, OneNote, OneDrive, Visio, Projects, Copilot, and more)
  • Ensures user security remains intact by setting up, testing, and resolving issues for Cisco AnyConnect (VPN), Microsoft Authenticator, multi-factor authentication (MFA), and email spam/phishing filters via Microsoft Defender
  • Manages both on-premises and cloud directories, and individual admin channels: Active Directory, Microsoft Entra ID (Azure AD), and the full stack of Microsoft 365 Admin Centre.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Diagnosed and executed resolution for network and server issues.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.

Associate Systems Engineer

Manion Wilkins & Asoociates Ltd.
08.2022 - 04.2023
  • Worked in a high volume ticket environment in office and remotely, using Jira ticketing system
  • Managed licensing for Microsoft O365 user account and licensing
  • Worked with VSphere, created and modified virtual machines
  • Administrated Azure AD users, groups, devices and virtual machines
  • Participated in cloud migration projects with Azure (Intune and SharePoint)
  • Experienced with endpoint manager, exchange admin centre and compliance and security admin centre
  • Performed database refresh for UAT Linux environment
  • Assisted in client side VPN configuration (GlobalProtect, Cisco anyconnect, and Always On VPN)
  • Worked with phone system (Telus CUCM/Cisco Jabber) and creating extensions/hunt-groups/voicemail/call-tree
  • Be on-call 24 hours a day for an entire week every other month, using Opsgenie and Splunk On Call
  • Successfully created multiple SOP's in Confluence for the group of companies
  • Successfully completed hoteling station project for the Woodbridge location
  • Successfully completed legacy equipment removal project for the Etobicoke and Woodbridge location
  • Worked with multiple vendors to help the IT Infrastructure teams budget for the year.

IT Administrator

The Byng Group
04.2022 - 08.2022
  • Managed Office 365 user accounts and licensing
  • Set up and configure VPN FortiClient on Windows and MacOS for remote users
  • Installed and deployed cellular devices with mobile management software (SOTI MobiControl)
  • Upgraded, repaired and configured computers, and application software
  • Provided end-user and remote support and technical assistance for internal mobile devices, computers and printers
  • Create, change, and delete user accounts per request in AD environment
  • Created a clear schedule and prioritized tasks according to importance and urgency.
  • Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
  • Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
  • Designed staffing plans for newly opened Type locations, organizing hiring and training scenarios to verify availability of competencies at each facility.

Technical Support Representative

Paradigm Electronics Inc.
- 03.2021
  • Identified and troubleshooted consumer electronics and home theatre setups by providing quality support, resolving firmware and software issues
  • Managed approximately 400 incoming calls and completed approximately 200 email tickets weekly in a timely and professional manner and guided customers through a series of actions to assist them in finding an appropriate solution
  • Diagnosed speaker issues, accurately determined which component required replacements, and provided quotes for repair costs
  • Authorized returns and issued service tickets using FreshDesk, logging related issues into database and completing part orders
  • Supported, tested and evaluated the roll-out of new applications and products.

Education

Computer Science -

Wilfrid Laurier University
08.2020

Skills

  • Effective communication skills
  • Rapport Building
  • Proficient in Microsoft Office
  • Excellent organizational skills
  • User Training Expertise
  • Software Development
  • Information Security
  • Network Administration
  • Mobile Application Development
  • Telecommunications
  • Security Understanding
  • Hardware Configuration
  • Helpdesk Administration

Timeline

System Administrator - TDC Inc.
04.2023 - Current
Associate Systems Engineer - Manion Wilkins & Asoociates Ltd.
08.2022 - 04.2023
IT Administrator - The Byng Group
04.2022 - 08.2022
Technical Specialist - Apple
Technical Support Representative - Paradigm Electronics Inc.
- 03.2021
Wilfrid Laurier University - Computer Science,

Summary

Experienced technical specialist holding 5 years of professional experience managing organizational IT infrastructure. Skilled in providing assistance with technology research, consulting services and planning and support, including in-field testing and staff training. Conducted periodic audits and troubleshooting to maintain seamless, high level of optimized technology access. Critical expertise in leading full IT deployment, including design, management and evaluation.

Technical Qualifications

  • Apple Certified iOS Technician
  • MS-900 (in-progress)

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Faizan Khan