TALHA ALI
IT Support Specialist
Waterloo,ON
Summary
Results-oriented IT Professional with over 4 years of experience providing high-quality technical support and infrastructure management. Expert in Microsoft 365 administration, Windows Server, and TCP/IP networking. Holds a B.Sc. in Information Technology and a suite of industry-leading certifications, including CompTIA A+, CCNP Enterprise, ITIL 4 Foundation, and (ISC)² Certified in Cybersecurity (CC).
Overview
4
4
years of professional experience
8
8
Certifications
1
1
BSc in Information Technology
1
1
Diploma in Electrical Engineering
Websites
Work History
Lead Systems & Support Specialist
SyncTasker
10.2024 - Current
- Managed the full lifecycle of helpdesk tickets from initial triage to resolution utilizing enterprise tools like Jira and ServiceNow to provide technical hardware and software support for over 200 internal users.
- Administered Microsoft 365 and Entra ID (Azure AD) environments, managing user accounts, licensing, MFA enrollment, and resolving complex Outlook and SharePoint synchronization issues.
- Performed full-cycle installation and hardware troubleshooting for Windows desktops, laptops, printers, and scanners, ensuring minimal downtime for in-office and remote teams.
- Improved team efficiency by automating routine maintenance tasks via scripting and developing detailed technical documentation to build a repeatable support knowledge base.
Technical Support & Network Infrastructure
Siemens
05.2022 - 10.2024
- Maintained operational continuity for hybrid and on-prem Windows Server environments, ensuring 99.9% uptime for critical business systems and user applications.
- Resolved complex connectivity issues by troubleshooting TCP/IP protocols, VPN endpoints, and network authentication flows to ensure seamless access for remote and multi-site users.
- Strengthened network security by configuring firewall rules and security groups, protecting sensitive internal data and ensuring compliant access for specialized IoT and hardware systems.
- Partnered with cross-functional teams to resolve escalated hardware and software tickets, focusing on root-cause analysis to provide long-term stability and prevent recurring technical debt.
Technical Support Analyst
Sanderson Management
Waterloo, Canada
01.2018 - 01.2022
- Delivered 24/7 emergency support for critical authentication and platform incidents, maintaining 100% system availability and ensuring zero disruption to business operations.
- Served as the primary point of contact for the Microsoft 365 suite, resolving high-priority Teams, Outlook, and SharePoint synchronization errors to support seamless team collaboration.
- Managed a high volume of helpdesk tickets with consistent punctuality and attention to detail, maintaining high user satisfaction ratings in a fast-paced environment.
Education
Bachelor of Science (B.S.) - Information Technology
Western Governors University
Salt Lake City, UtahAdvanced Diploma - Electrical Engineering Technology
Conestoga College
Kitchener, ONSkills
- Microsoft 365 ((Outlook, Teams, Word, Excel, PowerPoint, etc)
- Azure AD
- Windows Active Directory management
- ServiceNow, Jira and Zendesk
- Network security configuration
- Helpdesk ticket management
- Network troubleshooting
- PowerShell scripting
- Virtualization technologies
- DHCP/DNS
Certification
- CCNP Enterprise (Cisco Certified Network Professional)
- CompTIA A+ (Hardware & Software Troubleshooting)
- ITIL 4 Foundation (Service Management)
- AWS Certified Cloud Practitioner
- (ISC)² Certified in Cybersecurity
Availability
Flexible and open to 24/7 emergency support rotations.
Location
Resides in Waterloo, ON; ready for immediate on-site role.
Transportation
Owns a personal vehicle with a valid Ontario G Driver's License.
Timeline
Lead Systems & Support Specialist
SyncTasker
10.2024 - Current
Technical Support & Network Infrastructure
Siemens
05.2022 - 10.2024
Technical Support Analyst
Sanderson Management
01.2018 - 01.2022
Bachelor of Science (B.S.) - Information Technology
Western Governors University
Advanced Diploma - Electrical Engineering Technology
Conestoga College