Maisam Ali
Sasa,ON
Summary
Detail-oriented and organized professional with over 5 years of IT experience, adept at effectively resolving customer/employees technical needs. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted IT ticket. Proficient in sustaining positive communications amid challenging circumstances. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
Prodigy Education
01.2021 - Current
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1/2 IT support to non-technical internal users through desk side support services.
- Created help desk tickets, troubleshot and resolved desktop issues using proactive troubleshooting techniques.
- Collaborated with supervisors to escalate and address customer / employee inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers, employees and end-users across various time zones.
- Delivered onsite / offsite technical support for 500+ employees and customers.
- Documented support interactions for future reference.
Helpdesk / System Administrator
Accenture
07.2019 - 01.2021
- Created username and passwords for employees along with deactivating user IDs
- Analyzed user access, security roles/levels.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Diagnosed and resolved software issues.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Assisted employees with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provisioned new software and hardware for use, following established security policies.
- Worked with users to determine areas of technology in need of improved usability.
- Managed onboarding and offboarding of employees.
Education
Bachelor of Arts - Information Technology
Seneca College
North York, ON06.2018
Skills
- Technical Support
- Helpdesk Call Support
- Troubleshooting hardware and software issues
- Excellent communication skills, both verbal and written
- Support Ticket System Management
- Software/Application Enhancement
- Proficiency in providing remote assistance
- User Credential Management
- Technical Troubleshooting
- Conflict resolution
- Active listening
Timeline
IT Support Specialist
Prodigy Education
01.2021 - Current
Helpdesk / System Administrator
Accenture
07.2019 - 01.2021
Bachelor of Arts - Information Technology
Seneca College
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