SHIHAB AHMED
Pierrefonds,QC
Summary
Solutions-driven Help Desk Team Lead known for high productivity and efficient task completion. Bring specialized skills in technical troubleshooting, IT service management, and user support coordination. Excel in problem-solving, communication, and leadership to enhance team performance and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Help Desk Team Lead (Technical Support)
SOROC TECHNOLOGY
Montreal, Quebec
08.2020 - 08.2024
- Developed strategies for improving workflow processes within the team.
- Prepared weekly status reports detailing progress made towards resolving outstanding issues.
- Maintained accurate records of all Help Desk activities including calls received, resolutions provided and follow-up actions taken.
- Resolved escalated technical issues from customers in a timely manner using remote access tools or onsite visits as needed.
- Assigned tasks and monitored performance of Help Desk personnel to ensure quality service delivery.
- Conducted regular meetings with team members to discuss challenges and develop solutions.
- Managed daily operations of the Help Desk including assigning tickets, scheduling shifts and monitoring performance metrics.
- Ensured customer satisfaction by responding promptly to inquiries, complaints, requests and concerns.
- Trained new employees on support processes, procedures and knowledge base.
- Maintained positive working relationship with fellow staff and management.
Level 1 Helpdesk Agent(Technical Support)
SOROC TECHNOLOGY
Montreal, Quebec
08.2018 - 08.2020
- Reported customer feedbacks to management in order to improve service quality.
- Followed up with customers after issue resolution to ensure satisfactory outcomes were achieved.
- Responded to incoming calls, emails and tickets from customers seeking technical assistance.
- Assisted with basic network administration tasks such as adding new users, resetting passwords and configuring accounts.
- Provided technical assistance to customers by troubleshooting hardware and software issues.
- Tracked progress of open tickets using the ticketing system until resolution was achieved.
- Suggested alternative solutions when necessary based on customer needs or preferences.
- Analyzed user information in order to identify underlying problems and develop solutions accordingly.
- Investigated root causes of incidents in order to provide more effective solutions.
- Ensured that all customer inquiries were answered promptly and professionally.
- Provided detailed instructions on how customers can use various computer applications and programs.
- Worked with customer service supervisors to resolve customer concerns on daily basis.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Answered user inquiries to resolve computer software or hardware operation problems.
Technical Support
FUJITSU INFORMATION AND COMMUNICATIONS TECHNOLOGY
Montreal, Quebec
03.2018 - 08.2018
- Provided technical support for Windows desktop users.
- Handled many technical support phone calls daily.
- Provided technical support for electric services operations(like POS , Laptop and phone)
- Provided technical support to customers regarding website issues.
- Provided technical support for system and network issues.
- Provided technical support for existing Java applications.
- Provided technical support for system modifications and upgrades.
Computer Lab Technician
INSIGHT COMPUTER LAB
Montreal, Quebec
10.2017 - 02.2018
- Resolved all user-reported problems with computers and related equipment.
- Troubleshot network connectivity issues for users in the lab.
- Maintained inventory records of all hardware and software assets in the lab.
- Implemented system upgrades, patches and other modifications as needed.
- Assisted students with troubleshooting basic computing problems they encountered while using computers in the lab.
- Installed, configured and maintained hardware and software components of computers.
- Integration Software and Deployment (Desktop, Laptop, Server, ThinkPad, All-in-one, cisco switch etc.) & Server Software and Hardware Configuration.
- Upgraded operating systems regularly to keep up with industry trends.
Education
DEP - COMPUTING SUPPORT AND NETWORKING
PEARSON ELECTRO-TECHNOLOGY CENTRE
Lachine, QC07-2017
Skills
- Problem Resolution
- Incident Management
- SLA management
- Remote Support
- CRM Software
- End-User Training
- Ticket tracking
- Report Analysis
Languages
English
Full Professional
French
Professional
Bengali
Full Professional
Hindi
Full Professional
Urdu
Full Professional
References
References available upon request.
Timeline
Help Desk Team Lead (Technical Support)
SOROC TECHNOLOGY
08.2020 - 08.2024
Level 1 Helpdesk Agent(Technical Support)
SOROC TECHNOLOGY
08.2018 - 08.2020
Technical Support
FUJITSU INFORMATION AND COMMUNICATIONS TECHNOLOGY
03.2018 - 08.2018
Computer Lab Technician
INSIGHT COMPUTER LAB
10.2017 - 02.2018
DEP - COMPUTING SUPPORT AND NETWORKING
PEARSON ELECTRO-TECHNOLOGY CENTRE
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