Khalif Siyad
Toronto,ON
Summary
Dedicated IT Support Engineer with a strong background in Microsoft 365 and network troubleshooting. Successfully managed Tier 1 support for over 100 clients, achieving a 75% first-call resolution rate and contributing to a 15% reduction in repeat issues.
Overview
4
4
years of professional experience
Work History
IT Support Engineer
Globalnet Solution
Toronto, Ontario
01.2025 - 02.2026
- Provide Tier 1 technical support to 100+ clients, resolving an average of 25 IT service tickets daily via phone, email, and remote desktop tools
- Diagnose and troubleshoot hardware issues including desktops, laptops, servers, printers, and peripherals, achieving first-call resolution rate of 75%
- Manage user accounts in Active Directory, performing password resets, account unlocks, and permission updates in compliance with security protocols
- Support Microsoft 365 applications including Outlook email configuration, Teams collaboration, and OneDrive synchronization issues
- Apply networking knowledge (TCP/IP, DNS, DHCP) to diagnose and resolve connectivity issues for remote and on-site users
- Document troubleshooting steps and resolutions in ticketing system, contributing to team knowledge base and reducing repeat issues by 15%
- Escalate complex network and server issues to Tier 2 support while maintaining clear communication with end users
Ride-share Driver
Ubar
Toronto, Ontario
02.2023 - 11.2024
- Delivered high-quality service to 2,000+ passengers, maintaining a 4.9-star rating through professional communication and problem-solving under pressure
- Navigated dynamic environments requiring quick decision-making, time management, and adaptability to changing circumstances
- Developed strong situational awareness and conflict resolution skills while ensuring customer safety and satisfaction
Customer Service Representative
Royal Cargo LTD
Toronto, Ontario
12.2021 - 01.2023
- Served as primary point of contact for 50+ clients daily, managing inquiries, resolving complaints, and ensuring timely shipment coordination
- Utilized internal tracking systems to monitor cargo movement and provide accurate status updates to clients
- Collaborated with warehouse and logistics teams to resolve operational issues, improving client satisfaction scores by 20%
- Trained 3 new team members on customer service protocols and internal software systems
- Recognized for maintaining composure and delivering solutions during high-pressure situations
Education
Network And System Administration
Trinitech System Engineer Training
04-2024
High School Diploma -
Burnhamthorpe Collegiate Institute
09-2019
Skills
- Technical support
- Hardware troubleshooting
- Active Directory
- Microsoft 365
- Network troubleshooting
- Customer relationship management
- Cloud computing (AWs & Azure)
Timeline
IT Support Engineer
Globalnet Solution
01.2025 - 02.2026
Ride-share Driver
Ubar
02.2023 - 11.2024
Customer Service Representative
Royal Cargo LTD
12.2021 - 01.2023
Network And System Administration
Trinitech System Engineer Training
High School Diploma -
Burnhamthorpe Collegiate Institute