MD Asaduzzaman Zihad
Toronto,ON
Summary
Computer Systems Technician and Prospective IT technical Analyst with a strong foundation in troubleshooting hardware and software issues, delivering exceptional technical support, and ensuring seamless IT operations. Adept at diagnosing and resolving user challenges with efficiency and professionalism. Skilled in system maintenance, network configuration, and providing client-focused solutions. Eager to contribute technical expertise to enhance IT infrastructure and service delivery.
Overview
5
5
years of professional experience
Work History
Technical Support Analyst
BEANFIELD
08.2023 - 11.2024
- Delivered remote and onsite Tier 1 and Tier 2 technical support, leveraging tools like ServiceNow, SkypeforBusiness and Jira to track and resolve incidents efficiently, achieving 99% SLA compliance during product launches, system upgrades and accelerated on-call support
- Configured and optimized network hardware and desktop systems (e.g., Cisco routers, Juniper switches, firewalls), ensuring secure infrastructure and reducing network latency by 15% through performance improvements
- Enhanced user access management by integrating Active Directory (AD) and collaborating with Tier 2 support groups, improving access request turnaround times by 30%
Technical Analyst
Softcovision
06.2022 - 06.2023
- Supported the deployment and optimization of Azure Virtual Desktop, SCCM, Intune and VMware Horizon, enabling efficient remote work solutions for end-users
- Documented technical issues and resolutions in compliance with procedures, contributing to a robust and adaptive knowledge base and increasing team efficiency by 15%
- Delivered desktop hardware and software support, including Windows OS (10 and above) and Microsoft Office 365, reducing average resolution time by 20%
- Configured and maintained endpoint security tools and antivirus solutions, ensuring compliance with IT policies and mitigating vulnerabilities effectively
Field Service Technician
DATACRAFT
01.2020 - 07.2021
- Monitored network performance both remotely and onsite, resolving issues promptly to ensure uninterrupted internet service, contributing to a 10% increase in customer satisfaction and sales
- Provided Tier 1 support for LAN connectivity issues, efficiently diagnosing and resolving technical problems to meet customer needs during critical remote work periods
- Assisted with the setup, maintenance, and troubleshooting of printers, desktop hardware, and software, adhering to established service standards and ensuring seamless user operations
- Collaborated with internal teams to implement and optimize Windows Group Policy administration, enhancing system performance and security
- Participated in team projects to deploy and configure DNS, DHCP, and other essential network services, contributing to improved infrastructure reliability
Education
Computer Systems Technology -
Seneca College
01.2023
Skills
- Technical Proficiency
- Troubleshooting Skills
- Client Service Skills
- Advanced Communication Skills
- Team Collaboration
- Project Management
- Adaptability
- Maintenance & Repair
- Software Installation and Configuration
- Operating System Management
- Networking Setup and Maintenance
- Peripheral Device Configuration
- System Crash Management
- Firewalls and endpoint security
- VXLAN designs and troubleshooting
- VMWare experience
- IP address structure
- Firewall management
- Switching & Routing protocol expertise
- DNS implementation
Timeline
Technical Support Analyst
BEANFIELD
08.2023 - 11.2024
Technical Analyst
Softcovision
06.2022 - 06.2023
Field Service Technician
DATACRAFT
01.2020 - 07.2021
Computer Systems Technology -
Seneca College
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