Habib Abdulle
Toronto
Summary
Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software, and frameworks.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist L2
Rogers
Toronto
09.2019 - 04.2025
- Managed administrative server functions, including back-ups, upgrades, recovery, management of disk space, and more.
- Created and managed P2P application patches.
- Monitored business applications via remote desktop.
- Worked with end users, resolving their software and hardware issues efficiently.
- Pool resources with technical personnel to accomplish system implementations.
- Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
Help Desk Analyst
Bell
Toronto
05.2018 - 09.2019
- Supported customers with basic technical support for current and past software releases.
- Assisted clients with general support for hardware, peripherals, network connections, and external software.
- Escalated help desk tickets to Level 2 support when outside the scope of L1/T1 technician support.
Senior Desktop Support Specialist
Shaw Communication
Toronto
04.2017 - 04.2018
- Authored the organization’s first-ever manual of help desk standard operating procedures (SOPs).
- Implemented continuous improvement process enhancements that reduced trouble ticket response time by 45%.
- Managed and supported continuous process improvement initiatives across all sites.
- Provided support towards achieving team and departmental goals.
- Followed standard processes for incident, request fulfillment, change, and others as defined.
- Deployment and configuration of business software following process to ensure license compliance.
IT Support Analyst
HP Canada
Toronto
04.2016 - 04.2017
- Provided technical assistance to incoming queries and issues through calls and tickets.
- Took accountability to solve issues from start to finish.
- Answered helpdesk direct line and ticketing system, logging related help requests, and routing calls to appropriate team members.
- Set up and configured equipment for use and performed proper installation of equipment, cables, operating systems, and software.
- Managed and maintained existing service desk tools such as image building and deployment for PCs, application packaging and deployment, mobile device management, automated account creation, VoIP phone system, printing system management.
- Responsible for deployment of site-wide user-facing security patches, OS updates, firmware & driver updates.
- Performed Tier 1/basic troubleshooting on network switch ports configuration to check for possible misconfiguration and possibly minor changes to configuration.
IT Service Desk Analyst
IBM
Toronto
12.2015 - 03.2016
- Provided helpdesk support to end-users of proprietary software.
- Answered questions about product features and resolved user problems.
- Documented all issues and generated monthly reports detailing common problems and error trends.
- Escalated service questions to appropriate client representatives.
- Filled in for in-house IT services as needed, installing new desktop systems for a team of 50 including developers, project managers, and quality assurance team members.
- Reacted to, acted on, and managed incoming requests, prioritizing according to business needs.
- Maintained records and logs of issues, repairs, fixes, changes, and maintenance.
- Managed small to medium projects including upgrades, new services, and service changes including end-user impacts.
Desktop Support Specialist
Tata Consultancy Services
Toronto
06.2014 - 12.2015
- Responded to client account questions, including billing and field service requests.
- Created service orders to replace defective parts or request technician assistance.
- Investigated reported issues and walked customers through scripted service protocols to rule out numerous problems, maintaining 95% client satisfaction.
- Maintained up-to-date knowledge of all company products, service procedures, and offerings to properly assist clients.
- Consistently exceeded expectations for customer satisfaction and call volume.
- Ensured voicemails are retrieved in a timely manner and tickets are created.
- Followed up with end users on the status of their tickets.
- Informed the Manager when major issues are occurring.
IT Technician
Software International
Toronto
05.2013 - 05.2014
- Maintained hardware performance, network connectivity, and software updates in a factory of 300+ workers.
- Took over onboarding classes for factory hardware for all new employees.
- Diagnosed issues with warehouse-critical hardware and software, including handheld computers and station-specific systems.
- Increased performance by 5% by spearheading a warehouse-wide upgrade of computer systems from OS 3.5 to OS 4.1.
- Replaced the receiving team’s handheld computers, coming in $5,000 under budget while purchasing devices guaranteed to last over 5 years.
Education
Advanced College Diploma - Computer Applications
Skills
- Ticketing system: BMC Remedy
- ServiceNow
- Service Desk
- Software: MS Office 365
- OneDrive
- Microsoft Teams
- Exchange Migration
- VMware applications
- Anti-virus programs
- Skype
- Browsers: Chrome
- Safari
- Firefox
- MS Edge
- Hardware: Desktops
- Laptops
- Telephone devices
- Printers
- Routers
- Modems
- Switches
- IPhone
- Samsung
- Tablets
- IPad
- Wireless routers
- Networking: LAN/WAN & VPN/Remote desktop connectivity
- TCP/IP
- Active Directory
- DNS
- DHCP
- VPN
- Platforms: Windows 8/10/11
- Windows Server 2016/2019
- MacOS
- Android
- Citrix
- DirectAccess
- Adobe
Certification
- Google IT Support Professional Certificate
- AppleCare Mac Technician (ACMT)
- HDI Customer Service Representative (HDI-CSR) Certification
- Microsoft Certified Solutions Associate (MCSA)
- Cisco Networking
- CompTIA A+ / N+ / S+
- AWS Certified Cloud Practitioner
- AWS Solutions Architect Professional
Technical Competency
BMC Remedy, ServiceNow, Service Desk, MS Office 365, OneDrive, Microsoft Teams, Exchange Migration, VMware applications, Anti-virus programs, Skype, MS Teams, Chrome, Safari, Firefox, MS Edge, Desktops, Laptops, Telephone devices, Printers, Routers, Modems, Switches, iPhone, Samsung, Tablets, iPad, Wireless routers, LAN/WAN, VPN/Remote desktop connectivity, TCP/IP, Active Directory, DNS, DHCP, VPN, Windows 8, Windows 10, Windows 11, Windows Server 2016, Windows Server 2019, MacOS, Android, Citrix, DirectAccess, Adobe
Timeline
IT Technical Support Specialist L2
Rogers
09.2019 - 04.2025
Help Desk Analyst
Bell
05.2018 - 09.2019
Senior Desktop Support Specialist
Shaw Communication
04.2017 - 04.2018
IT Support Analyst
HP Canada
04.2016 - 04.2017
IT Service Desk Analyst
IBM
12.2015 - 03.2016
Desktop Support Specialist
Tata Consultancy Services
06.2014 - 12.2015
IT Technician
Software International
05.2013 - 05.2014