Ibraheem Ahmad Mirza
IT System Support Professional
Mississauga,ON
Summary
Organized and dependable candidate with more than 10 years of experience in IT support and administration. Successful at managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
14
14
years of post-secondary education
2
2
Certificates
Work History
Systems Support Professional
Jolera
Toronto, ON
07.2021 - 01.2023
- Successfully trained and mentored five new trainees, resulting in 100% retention rate and increased productivity within team by 30% within first three months of their onboarding.
- Was prime point of contact and subject matter expert for over 150 clients, including interacting with Directors and C level executives.
- Successfully serviced over 200 accounts during onboarding and offboarding activities, including addressing both scheduled and urgent ad-hoc requests, resulting in smooth and seamless transition for clients.
- Troubleshot and resolved over 200 account-related issues every month through Active Directory and Azure AD, leading to prompt resolution of problems and ensuring clients' access to necessary resources.
- Developed and implemented security groups and distribution lists for 150+ clients, resulting in effective access control and enhanced security measures.
- Resolved permissions and access control issues for 100+ clients’ files and shared drives, resulting in optimized data protection and access management.
- Developed and maintained comprehensive knowledge base documentation for over 200 clients directly and 400+ indirectly, including standardized onboarding and offboarding procedures, facilitating efficient and streamlined processes for clients.
- Successfully cleared backlog of 50 service tickets monthly, ensuring timely resolution of clients' requests and maintaining high level of customer satisfaction.
- Provided efficient remote service assistance to over 200 clients using various web-based support tools, leading to prompt resolution of issues and enhanced customer experience.
- Received and responded to service requests via telephone and email from over 400 clients, ensuring compliance with each client's Service Level Agreement (SLA) and fostering positive client relationships.
- Processed over 300 service tickets monthly and assigned them to appropriate technicians, resulting in prompt resolution of issues and ensuring client satisfaction.
- Actively monitored all customer systems and services, responding to device-down scenarios promptly and effectively, resulting in minimal disruptions to clients' operations.
- Successfully performed server updates and reboots during designated service windows for over 50 clients, ensuring optimal system performance and minimal downtime.
- Reacted promptly to onsite outage scenarios as necessary or as assigned by Service Desk Manager for over 200+ clients, ensuring minimal disruption to clients' operations.
- Monitored, recorded, and troubleshooted backup status for 30 clients, ensuring data protection and recovery in case of any disruptions.
- Maintained high-quality service standards, following all other processes and quality standards as assigned by Service Desk Manager, resulting in consistently high level of customer satisfaction.
Network Administrator Intern
IStrat Solutions
Mississauga, ON
03.2021 - 06.2021
- Successfully performed network monitoring for multiple clients using SolarWinds Orion and SolarWinds Event Manager (SEM), resulting in prompt detection and resolution of network issues.
- Analyzed logs and historical data to ensure compliance with customer requirements and Service Level Agreements (SLAs), leading to high level of compliance and customer satisfaction.
- Configured active response IP blocking in response to over 10000 spam logon attempts daily, effectively mitigating security risks and ensuring secure network environment for clients.
- Developed Information Security Management System (ISMS) framework with goal of achieving compliance with ISO 27001 and SOC 2 international standards, ensuring that company's information security practices met global standards.
- Prepared over 50 documents to meet qualification criteria for ISO 27001, SOC 2, and DSS global standards, ensuring that clients were able to achieve compliance with standards and meet industry best practices.
TAC Engineer (Intern)
Eclipse Technology Solutions Inc
Mississauga, ON
03.2020 - 04.2020
- Performed customer and technical support in helpdesk capacity by converting over 50 raw emails requests into tickets in Promys database
- Logged all issues in ticketing software, including escalation to relevant teams and experts
- Participated in major VoIP deployment and upgrade project at Ryerson University
Network Team Lead
Electronic Connections Limited
Kano, Kano, Nigeria
06.2016 - 06.2019
- Drove10% increase in customer base, achieved 70% customer retention rate, and increased overall revenue by 40% through effective sales and retention strategies.
- Expertly performed troubleshooting in high-availability, multi-user environment, ensuring minimal downtime and maximum client satisfaction.
- Delivered top-notch client, server, and network services, exceeding client expectations and contributing to growth and success of company.
- Diligently ensured that all company equipment was updated with latest firmware and updates, reducing security risks and ensuring optimal performance.
- Successfully performed periodic backups of network device configurations and reverted to them in event of catastrophic equipment failure, minimizing impact of downtime on clients.
- Designed and implemented network infrastructure for multiple projects, resulting in optimized network performance and improved client satisfaction.
- Managed bandwidth for entire client base, implementing Quality of Service (QoS) and monitoring strategies to ensure high reuse factor of available bandwidth and minimize client complaints about bandwidth clamping.
IT Support Specialist
Electronic Connections Limited
Kano, Kano, Nigeria
01.2016 - 06.2016
- Created help desk tickets, troubleshot and resolved desktop issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Market research and Proposal drafting for multiple potential projects.
- Radio Link Setup, inclusive of installation and setup of point-to-point and point-to-multi-point links.
- Maintenance of records on installation, repair, and replacement of parts and equipment.
IT Support Specialist
Kano Bright Star International School
Kano, Kano, Nigeria
01.2013 - 12.2015
- Successfully managed school's network infrastructure, ensuring that all devices were updated and secure, and troubleshooting any issues to minimize downtime.
- Delivered onsite support to 40 faculty and staff and training on use of technology in classroom, resulting in improved student outcomes and satisfaction.
- Managed school's website and social media accounts, ensuring up-to-date status and effectively communicating with school community.
- Developed and implemented policies and procedures to ensure privacy and security of student and staff data, in compliance with applicable laws and regulations.
Education
Certificate - IT Infrastructure
Humber College
Toronto, ON 09.2019 - 12.2019
Master of Science - Telecommunications
Birmingham City University
Birmingham, UK. 09.2013 - 08.2016
MBA - Finance And Investment
Bayero University Kano
Kano, Nigeria 09.2013 - 08.2015
Post-Degree Certificate - Mobile And Satellite Communications
University of Surrey
Guildford, UK 09.2010 - 08.2012
Bachelor of Science - Electrical Engineering
Bayero University Kano
Kano, Nigeria 09.2002 - 08.2009
Certification
CompTIA A+ 220-1001
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Systems Support Professional
Jolera
07.2021 - 01.2023
Network Administrator Intern
IStrat Solutions
03.2021 - 06.2021
CompTIA A+ 220-1001
01-2021
Google IT Support Professional Certificate
10-2020
TAC Engineer (Intern)
Eclipse Technology Solutions Inc
03.2020 - 04.2020
Certificate - IT Infrastructure
Humber College
09.2019 - 12.2019
Network Team Lead
Electronic Connections Limited
06.2016 - 06.2019
IT Support Specialist
Electronic Connections Limited
01.2016 - 06.2016
Master of Science - Telecommunications
Birmingham City University
09.2013 - 08.2016
MBA - Finance And Investment
Bayero University Kano
09.2013 - 08.2015
IT Support Specialist
Kano Bright Star International School
01.2013 - 12.2015
Post-Degree Certificate - Mobile And Satellite Communications
University of Surrey
09.2010 - 08.2012
Bachelor of Science - Electrical Engineering
Bayero University Kano
09.2002 - 08.2009
Technical Skills
- Operating Systems: Windows, Mac, Red Hat Enterprise Linux
- Programming Languages: MATLAB, Python, Powershell
- Software: ConnectWise, Service Now, IT Glue, Promys & BillMax ticketing systems; MS Office, Teams, Outlook; VMWare Workstation, VMWare ESXi, Oracle VirtualBox; Solarwinds nCentral
- Vendor Equipment worked on: Cisco, Mikrotik, Ubiquiti, TP-Link, Barracuda
- Networking: DHCP configuration and troubleshooting, DNS, TCP/IP addressing, Basic Firewall
- Support: OS Installation (Windows, Linux, Windows Server), Microsoft Office installation, Driver Installation/Update, Antivirus Endpoint Deployment, Desktop and laptop troubleshooting/repair, Printer installation and configuration, AutoCAD deployment
- Administration: Active Directory, Azure AD, Microsoft 365 Admin and Licensing, Okta Admin, Thinktel Admin, Print Server configuration, Barracuda Email Gateway Defense, McAfee security endpoints, SentinelOne security endpoints, N-able Monitoring Tool, Adobe Creative Cloud Admin, LogMeIn Administration, Intune, Endpoint Administration, Spam filtering
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