Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SALMAN AFZAL

IT SUPPORT SPECIALIST / BUSINESS ANALYST
Toronto,ON

Summary

Detail-oriented IT professional with a strong foundation in technical support and business analysis, adept at troubleshooting hardware, software, and network issues while leveraging data-driven insights to enhance service efficiency. Proficient in translating technical concepts for non-technical stakeholders, gathering requirements, and collaborating across functions to drive system improvements. Skilled in using ticketing systems, remote support tools, and ITIL methodologies to optimize service delivery. Committed to continuous improvement, operational optimization, and delivering solutions that align with business goals.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Service Desk Technician

Centennial College
Toronto, Ontario
08.2024 - Current
  • Deliver first-line technical support and proactive system monitoring at Centennial College, achieving 85% first-contact resolution for IT issues.
  • Monitor and record incidents in the ticketing system, reducing repeat calls by 15%.
  • Resolve technical issues for multiple platforms, such as Microsoft Windows, macOS, Microsoft 365, Teams, SharePoint, and conferencing systems.
  • Offer Tier 1 support for Active Directory, mobile devices (Android/iOS), VoIP, and AV systems to ensure seamless functionality.
  • Enhance service desk efficiency by documenting technical procedures and updating knowledge base articles, leading to faster response times.
  • Administer user onboarding, access control, and credential setup, maintaining security compliance.
  • Handle customer inquiries via email, chat, phone, and ticketing systems with high client satisfaction.
  • Provide comprehensive technical support for Windows 10 and Windows 11 operating systems, including troubleshooting installation, configuration, and performance issues.
  • Deploy and migrate Windows 10/11 environments to ensure smooth transitions.
  • Perform account maintenance, password resets, and documentation audits to ensure data integrity.
  • Utilize Banner software for student account management, course registration, and related support to maintain data consistency across applications.
  • Deliver tailored training for end-users and clients on IT platforms such as Microsoft 365, Teams, and SharePoint, contributing to a 15% decrease in repeat tickets.
  • Oversee IT asset management, including student laptop distribution and asset tracking, improving inventory accuracy.
  • Continuously develop customer support skills through ITIL and call center operations training to align with service management best practices.
  • Administer network settings including DHCP, DNS, WINS, TCP and IP protocols and other services related to networking infrastructure.
  • Configure, monitored and maintained email applications or virus protection software.
  • Set up new workstations with appropriate software packages according to departmental requirements.

Helpdesk IT Support /BSR (Business Service Representative)

MAVES Software Solutions
04.2024 - 08.2024
  • Addressed high-priority technical issues in third-party logistics environment, ensuring minimal disruption.
  • Analyzed, prioritized, and rectified issues through the Service Desk system, achieving a 90% on-time resolution rate, with client updates and escalation management.
  • Secured server and network devices with PuTTY while performing system administration.
  • Resolved technical issues related to servers, infrastructure, telecommunications, and system upgrades in Windows OS and Azure environments, maintaining a 98% SLA compliance rate.
  • Installed, configured, and maintained desktops, laptops, and peripherals to ensure optimal system functionality.
  • Managed and validated QA tickets in Jira, conducted automated testing of software fixes, and supported release planning for improved deployment outcomes.
  • Documented support tasks in Confluence, maintaining detailed records that improved team knowledge sharing, and reduced troubleshooting time.
  • Provided excellent customer service by addressing customer needs in a timely fashion.
  • Leveraged opportunities to upsell company products and services while providing information and discussing options with customers.

IT Support Specialist

Ahai Communications Inc
03.2022 - 02.2024
  • Enhanced problem-solving abilities through resolving hardware and software problems.
  • Delivered remote desktop support to off-site employees, ensuring uninterrupted access to resources, and maintaining a high user satisfaction rate.
  • Assisted with hardware upgrades and software installations, optimizing system performance, and extending device life cycles.
  • Streamlined ticket routing and escalation processes, leading to a 30% improvement in response times.
  • Served as first point of contact for incoming technical service calls and emails.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Provided exceptional customer service by promptly addressing client inquiries, and ensuring effective communication.
  • Simplified technical concepts for non-technical users, reducing follow-up inquiries, and improving overall understanding.

Customer Support Coordinator

Olympus Inc
07.2019 - 01.2022
  • Directed inbound customer service operations, leveraging CRM to drive a 20% increase in customer acquisition, and strengthen client relationships.
  • Achieved one-call resolutions by promptly addressing customer needs, and integrating feedback for continuous improvements.
  • Managed end-to-end case handling, initiated follow-ups, and raised client satisfaction scores.
  • Maintained producer communication across phone, email, and portals to improve service efficiency.
  • Coordinated export orders, ensuring accuracy in documentation, such as bills of lading and warehouse instructions, to prevent shipment delays.
  • Established a structured digital filing system, increasing document retrieval speed by 40%.
  • Ensured accuracy in order entries and confirmations, training team members to maintain a high-quality standard.
  • Streamlined EDI/GHX operations, collaborating with IT to improve order processing efficiency by 10%.
  • Implemented tracking systems for application and certificate management, enhancing error reduction and record accuracy.
  • Facilitated cross-functional collaboration for timely project completion, aligned with business goals.
  • Negotiated vendor contracts to achieve cost savings while maintaining service quality.
  • Coordinated with internal departments to ensure quality service delivery.
  • Performed data entry tasks related to customer accounts and order processing.
  • Tracked orders from placement through delivery and follow-up as needed.
  • Utilized various software applications such as CRM systems for tracking purposes.
  • Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
  • Tracked and reported customer interaction trends to assess procedures and identify opportunities to improve systems.
  • Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
  • Delegated work to staff, setting priorities and goals.

Education

Some College (No Degree) - IT Network Security

Trios College
02-2019

Skills

  • Microsoft Teams
  • Slack
  • Cisco WebEx
  • Zoom
  • Skype for Business
  • Chrome
  • Safari
  • Mozilla Firefox
  • Internet Explorer
  • Microsoft Edge
  • Salesforce
  • SSRS
  • SAP
  • MS Office 365
  • MS Dynamic365
  • Microsoft Admin Exchange
  • MyCentennial Password Reset
  • ServiceDesk
  • Service Now
  • Apple IOS
  • Android
  • VPN Networks
  • Active Directory
  • Jira
  • Confluence
  • Atlassian
  • Git
  • IntelliJ
  • Eclipse
  • Gherkin
  • React
  • HTML
  • CSS
  • MySQL
  • API
  • JSON
  • Jenkins
  • POM Design
  • Adaptability
  • Analytical Thinker
  • Customer Oriented
  • Attention to Detail
  • Delegation
  • Problem Solver
  • Documentation Expert
  • Resource Management
  • Team Management
  • Technical support
  • Incident management
  • System administration
  • Network troubleshooting
  • Customer relationship management
  • IT asset management
  • Service desk operations
  • Problem solving
  • Client engagement
  • System upgrades
  • Effective communication
  • Documentation management
  • Ticketing system
  • ITIL framework
  • Videoconferencing
  • Call center operations
  • Security protocols
  • Issue escalation
  • Desktop support
  • Hardware diagnostics
  • Network diagnostics
  • Application support
  • Antivirus software
  • Microsoft outlook
  • Hardware and peripherals
  • Microsoft office specialist (MOS) master
  • Data recovery

Certification

  • Certified in ISC2 CC with expertise in Cisco Cybersecurity and Network Technician training
  • CompTIA Security+ Certification

Timeline

IT Service Desk Technician

Centennial College
08.2024 - Current

Helpdesk IT Support /BSR (Business Service Representative)

MAVES Software Solutions
04.2024 - 08.2024

IT Support Specialist

Ahai Communications Inc
03.2022 - 02.2024

Customer Support Coordinator

Olympus Inc
07.2019 - 01.2022

Some College (No Degree) - IT Network Security

Trios College

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SALMAN AFZALIT SUPPORT SPECIALIST / BUSINESS ANALYST