Safwan Syed
Brampton,ON
Summary
Dependable, insightful, and results-driven IT professional with a strong ability to apply analytical, technical. Innovation skills to support and guard the organization highly motivated Information technology professional offering exceptional technical and interpersonal skills, I bring over 7 years of accomplished industry experience and technical. I have expertise in the areas of windows server and desktop support, highly customer oriented, and skilled in effective oral and written communications. Demonstrated problem-solving abilities and drive to learn and take on new challenges.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Analyst
CCi Global Technolgies
03.2023 - 09.2023
- Provided support, answering support queries via ticketing tool Jira, and email
- Respond to inquiries from coworkers and help them resolve any hardware/application or software problems including PowerBI Salesforce
- Install, configure, and manage laptops, phones, printer’s servers, and other devise for different needs
- Created and updated IT support documentation and user guides via sharepoint
- Conducted onboarding and offboarding, including administering email and user accounts via Active
- Directory and Microsoft Intune
- Monitored and managed the alerts generated by our Sophos firewall and ensure proactive measures are taken to preventing any major
- Hardware failure
- Worked with RMM/PSA software tools like Jira GoToResolve, CyberArk, NinjaOne, Sentniel One
- Completed troubleshooting and repair when laptops had problems
- Develop and managed laptop/mobile application's management polices with Intune and Azure AD
IT Technical Support Specialist
Island Corporation
05.2021 - 03.2023
- Provided 1st & 2nd line technical support, answering support queries via ticketing tool, phone, and email
- Respond to inquiries from clients and help them resolve any hardware or software problems
- Install, configure, and manage laptops, phones, printer’s servers firewalls, and other devise for different clients
- Created and updated IT support documentation and user guides, leading to a 10% decrease in tickets
- Conducted onboarding and offboarding, including administering email and user accounts via active directory and office 365
- Monitored and managed the alerts generated by our RMM tool and ensure proactive measures are taken to preventing any major hardware failure
- Worked with RMM/PSA tools like ConnectWise Manage and Automate
- Completed troubleshooting and repair when computers had problems
- Assisted customers with antivirus program installations and virus removals and managed daily backups
- Worked on upgrading firewall and microsoft servers.
L3 Support Engineer
HealthCare Solutions IT
01.2020 - 01.2021
- Provided 1st line technical support, answering support queries via ticketing tool, phone, and email
- Respond to inquiries from clients and help them resolve any hardware or software problems
- Following the evolution of all aspects: documentation and the proper processing of the ticketing operation
- Answered incoming calls and logged all user's questions and issues accurately and efficiently into the ticketing system
- Verified that orders were filled correctly
- Monitored the alerts generated by the servers and ensure proactive measures are taken to preventing major hardware failure
- Handled the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including
- Telecommunications, email, PC'S, operating systems, hardware, software, mobile devices, peripherals, and office equipment
- Appropriate management and timely information on the results occurred depending on the priority issues and impact, providing technical support effectively.
Support Technician
Freedom Mobile
08.2018 - 09.2019
- Provides on-site and remote end-user services, including help desk and technical support services
- Provide technical support to customers that walk in
- Diagnosed and troubleshooted the system and network problems and provided solutions for hardware and software faults
- Working knowledge of active directory and office 365 account administration, such as creating an account, permissions, resetting passwords, or creating group accounts
- Working knowledge of VMware vsphere client including working remotely with desktop and servers
- Delivered troubleshooting solutions to departments and console operators experiencing difficulties with the software, hardware, and network connectivity.
IT Technician
Amazon Fulfillment
12.2016 - 05.2018
- Tools/Technologies: MS Word/Excel, Windows 7, Windows 10
- Supported Technician is responsible for daily operations support and troubleshooting of end- user equipment
- Client-side support Installation/Refresh and issue resolution of PC Hardware, Software, and Printers
- Provided regular feedback to the deployment manager on the install and quality assurance work completed with a view to improving the service quality
- Resolved Networking, hardware, and software issues
- Performed system backups and data recovery
- Troubleshoot and reconfigure VPN Connection
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting
- Procedures
- Managed system performance by monitoring operations and correcting routine issues
- Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate
- Software.
Education
Diploma - Network Administrator
Trios College
Skills
- User Support
- Remote Assistance
- System Configuration
- Engineering Support
- Multitasking
- Hardware troubleshooting
- Critical thinking
- Time Management
- Active Directory
- MS Office/Excel 2003/2007/2019
- TCP/IP, DNS, DHCP
- Windows Deployment Service
- Network Support
- Work Well Under Pressure!
- Deadline / Goal oriented troubleshooting
- Problem Solver
- Customer Service
- Desktop Support
- System Administration
- Technical Support
- DNS
- Outstanding Communication
- Firewall
- IT Glue
- Bitdefender
- ConnectWise Mange Automate and Control
- Office 365
- Microsoft Intune
- MSP Backups
- VPN
- VOIP Phones
- Hyper V
- Team Viewer
- LAN/WAN
- Sophos
- Cloudflare
- GoToResolve
- Asana
- CyberArk
- NinjaOne
- Ticketing ConnectWise Manage and ConnectWise Automate Service Now & Jira
Certification
March 2021 to Present Dell Training June 2021
Fortinet Training June 2021 to Present
(MICROSOFT) MCSA (MICROSOFT) MSCE
(MICROSOFT) AZURE ADMINSTARTOR
(MICROSOFT) M365 CERTIFED
(COMP TIA) A+ 220-1000
Additional Information
- Willing to relocate: Anywhere.
Timeline
IT Support Analyst
CCi Global Technolgies
03.2023 - 09.2023
IT Technical Support Specialist
Island Corporation
05.2021 - 03.2023
L3 Support Engineer
HealthCare Solutions IT
01.2020 - 01.2021
Support Technician
Freedom Mobile
08.2018 - 09.2019
IT Technician
Amazon Fulfillment
12.2016 - 05.2018
Diploma - Network Administrator
Trios College
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