Muhammad Asad Rana
Saskatoon,SK
Summary
IT Support Specialist with over 3+ years of experience providing technical support, troubleshooting, and customer service. Skilled in resolving hardware, software, and network issues. Strong communicator with experience using ticketing systems, remote tools, and CRM platforms to ensure efficient case resolution and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Technical Support
Gatestone (Shaw Direct)
09.2025 - Current
- Provided advanced technical support for satellite TV, internet, digital phone, and home networking systems, resolving customer issues efficiently.
- Diagnosed and troubleshot connectivity issues, signal loss, receiver configurations, and cable/satellite equipment problems.
- Identified and escalated complex technical or service issues to higher-tier support teams when necessary.
- Maintained accurate and detailed case documentation, including troubleshooting steps and final resolutions.
Technical support
Red Wireless (Rogers)
08.2024 - 02.2025
- Resolved technical issues, including software questions, hardware troubleshooting, and network configurations, ensuring minimal downtime.
- Provided exceptional customer support through phone, email, and live chat, maintaining a high level of client satisfaction.
- Collaborated with team members and utilized CRM software to facilitate communication with customers.
Technical Support Specialist
Alpha Bytes Software House
01.2021 - 12.2022
- Collaborated with team members to resolve escalated issues, ensuring optimal customer satisfaction.
- Provided technical assistance for software and hardware issues, utilizing manuals and user guides to develop creative solutions.
- Delivered training sessions to users, enhancing their technical proficiency, and minimizing repetitive tickets.
- Maintained detailed documentation of troubleshooting processes, ensuring consistency and accuracy in issue resolution.
Education
Masters in Computer Science -
Bishop's University
Sherbrooke, QC08-2024
Bachelor's in Software Engineering -
University of Management And Technology (UMT)
Sialkot, Punjab04-2020
Skills
- MS Office (Word, Excel, PowerPoint, Outlook)
- Hardware and software troubleshooting
- IT ticketing systems and documentation
- HTML, CSS, JavaScript, Java, Python, MySQL
- IP networking (routers, firewalls, TCP/UDP)
- Active Directory, Office 365, Remote Desktop
Timeline
Technical Support
Gatestone (Shaw Direct)
09.2025 - Current
Technical support
Red Wireless (Rogers)
08.2024 - 02.2025
Technical Support Specialist
Alpha Bytes Software House
01.2021 - 12.2022
Masters in Computer Science -
Bishop's University
Bachelor's in Software Engineering -
University of Management And Technology (UMT)