Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
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SADIA ASHAR

Mississauga,Canada

Summary

Results-oriented Technical Support Analyst with extensive experience at Bayshore HealthCare, delivering L2 support and maintaining a 90% ticket resolution rate. Skilled in Windows 10/11 and SCCM, with a focus on clear communication. Achieved a 40% reduction in laptop deployment timelines, boosting efficiency across multiple sites.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Technical Support Analyst

Bayshore HealthCare
Mississauga, ON
06.2023 - 12.2024
  • Delivered front-line and L2 support to 500+ users across multiple locations, resolving 90% of tickets within SLA using ServiceNow.
  • Imaged and deployed 300+ laptops using SCCM and MDT, reducing deployment timelines by 40%.
  • Installed, configured, and supported Windows 10/11, Office 365 apps, and enterprise tools.
  • Resolved printer and peripheral issues across distributed teams, improving printer uptime by 30%.
  • Led account provisioning and access control via Active Directory and Azure AD.
  • Supported mobile devices and MDM policies through Intune for iOS/Android.
  • Monitored data center events and coordinated with vendors and global teams for remediation.
  • Trained end-users on IT best practices, leading to a 25% drop in repeat tickets.

SCCM Administrator

Cogeco Inc.
Hybrid, ON
01.2023 - 06.2023
  • Managed patching for 1,000+ endpoints, improving compliance by 35% using SCCM and PowerShell automation.
  • Created imaging sequences and deployment scripts, reducing manual workloads by 50%.
  • Monitored SCCM logs to identify failed installations and deployed fixes to ensure smooth rollouts.
  • Maintained software licensing, asset inventory, and lifecycle documentation.
  • Supported remote and on-site teams during planned outages and post-upgrade validations.

Help Desk Support Analyst

CML Health Care
Mississauga, ON
01.2022 - 01.2023
  • Provided first-contact support via phone, walk-up, and ServiceNow for 200+ daily tickets.
  • Achieved an 85% first-call resolution rate, troubleshooting desktop, printer, VPN, and application issues.
  • Assisted with installation of hardware, peripherals, and configuration of Windows systems.
  • Managed Active Directory tasks: password resets, user creation, and access rights.
  • Documented all support activities, improving incident response tracking and escalation accuracy.

Education

Infrastructure Analyst Diploma -

NetSoft College of Technology
Mississauga, ON

Windows Server 2012 R2 Active Directory Workshop -

NetSoft College of Technology

Master's & Bachelor's - Biotechnology

University of Karachi

Skills

  • L1/L2 technical support (onsite and remote)
  • Windows 10 and 11
  • Office 365 and Exchange Online
  • Printer support and maintenance
  • Ticketing systems (ServiceNow, Remedy)
  • Imaging and deployment (SCCM, MDT)
  • Active Directory and Azure AD
  • Group policy management
  • Intune and MDM (iOS/Android)
  • Patch management and updates
  • Incident and request management
  • Hardware support (Dell, HP, printers)
  • Network troubleshooting (VPN, TCP/IP, DNS)
  • Communication skills and user training

Certification

  • Microsoft SCCM – Administering System Center Configuration Manager
  • Microsoft Certified Solutions Expert (MCSE): Core Infrastructure
  • Microsoft Certified Solutions Associate (MCSA): Windows Server 2016
  • VMware Certified Professional – Data Center Virtualization
  • MCP – Microsoft Certified Professional
  • Exchange Server 2016 Deployment & Management

Timeline

Technical Support Analyst

Bayshore HealthCare
06.2023 - 12.2024

SCCM Administrator

Cogeco Inc.
01.2023 - 06.2023

Help Desk Support Analyst

CML Health Care
01.2022 - 01.2023

Infrastructure Analyst Diploma -

NetSoft College of Technology

Windows Server 2012 R2 Active Directory Workshop -

NetSoft College of Technology

Master's & Bachelor's - Biotechnology

University of Karachi

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SADIA ASHAR