I enjoy helping others and giving back to the community
- Cooking
- I enjoy cooking for friends and family gatherings
Riaz A. Jaffery
Field Service Technician
Rocky View County
Summary
Experienced IT Service Technician with 15+ years of hands-on experience providing front-line, remote, and onsite technical support in high-availability environments. Proven ability to support Windows 10/11 systems, Microsoft 365, mobile devices, POS systems, and specialized software while handling high call volumes and meeting strict SLAs. Recognized for strong customer service, documentation, troubleshooting, and escalation skills. Well-suited for a public-service, security-sensitive environment such as Calgary Police Service.
Overview
19
19
years of professional experience
7
7
Certifications
4
4
Languages
Work History
Field Service Technician
Soroc Technology Inc.
05.2015 - Current
- Provide onsite and remote technical support for enterprise and retail environments, resolving hardware, software, and connectivity issues.
- Support Windows workstations, peripherals, POS devices, and specialized applications.
- Handle high volumes of service calls while meeting SLA and customer service expectations.
- Diagnose issues, document resolutions, and escalate critical incidents to appropriate support groups.
- Install, configure, and troubleshoot desktops, monitors, printers, scanners, and network devices.
- Use ServiceNow for ticket logging, tracking, documentation, and communication.
- Deliver professional front-line support in customer-facing environments.
- Travel to multiple locations and provide on-call and after-hours support when required.
Senior Desktop Support Analyst
Cordate Business Solutions
02.2015 - 05.2015
- Provided Level 1/2 desktop and application support for corporate users.
- Supported Microsoft Windows, Office applications, printers, and peripherals.
- Assisted users in person, by phone, and remotely with technical issues.
- Documented incidents and solutions in ticketing systems.
Systems Administrator
Eleven Points Logistics (Target Canada)
11.2012 - 02.2015
- Supported Windows servers, desktop systems, and network infrastructure.
- Troubleshot hardware, software, and connectivity issues in a mission-critical environment.
- Provided technical support to end users and operations staff.
Project / Field Service Technician
Soroc Technology Inc.
01.2007 - 11.2012
- Delivered onsite IT support for large-scale retail and banking deployments.
- Installed and supported desktops, peripherals, cabling, and networking equipment.
- Assisted with user training, documentation, and knowledge transfer.
Education
Bachelor of Science (B.Sc.) -
University of Sindh
PakistanDiploma - System Administration & Networking
Onwire Education
Master of Science - Information Systems
Oxford College of Management Studies -
United Kingdom 05.2001 -
Skills
Windows 10/11 installation, configuration, and troubleshooting
Microsoft Office 365, Outlook, Teams, OneDrive support
Desktop, laptop, and peripheral support (monitors, printers, scanners)
Mobile phone & tablet support (iOS / Android)
Hardware diagnostics, upgrades, and replacements
Remote & onsite support (Service Centre / field environments)
ITSM & ticketing systems (ServiceNow)
Incident analysis, documentation, escalation & resolution
Audio/Visual and boardroom equipment support
Network connectivity troubleshooting (LAN/WAN, switches, cabling)
Certification
CompTIA A+
Interests
Timeline
Field Service Technician
Soroc Technology Inc.
05.2015 - Current
Senior Desktop Support Analyst
Cordate Business Solutions
02.2015 - 05.2015
Systems Administrator
Eleven Points Logistics (Target Canada)
11.2012 - 02.2015
Project / Field Service Technician
Soroc Technology Inc.
01.2007 - 11.2012
Master of Science - Information Systems
Oxford College of Management Studies -
05.2001 -
Diploma - System Administration & Networking
Onwire Education
Bachelor of Science (B.Sc.) -
University of Sindh
Additional Information
- Valid Class 5 Driver’s License
- Available for shift work, evenings, weekends, and on-call rotations
- Comfortable working in secure, policy-driven environments
- Strong communication, professionalism, and customer service skills