Usman Saleem
East York,ON
Summary
Poised individual with well-developed skills, which include policy design and tracking resulting from career spanning 10 years working as IT Manager for KWE. Decisive multi-tasker with drive to take on new opportunities with great organization. Reliable IT Speclist offering 18 years of experience in related roles. Hardworking and dedicated with unyielding work ethic. Commended for promoting workplace safety and implementing improved safety training protocols. Hardworking and reliable IT Specialist with strong ability in WMS Setup. Offering planning, directing and security. Highly organized, proactive and punctual with team-oriented mentality.
Overview
18
18
years of professional experience
Work History
IT Support Specialist
TNSS® Global Canada
East York, ON
08.2022 - 05.2023
- Supported registration processes with technical assistance and troubleshooting.
- Answered phone calls and responded to questions and concerns.
- Used knowledge of services to recommend additional products and offerings to customers.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Examined records and papers to verify warranty and service contract coverage.
- Utilized in-house systems and software to drive customer interaction and communication through service process.
- Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
- Recorded type and cost of maintenance or repair work.
- Installed equipment to improve energy or operational efficiency of residential or commercial buildings.
- Set up and operated machine tools to repair or fabricate jigs, fixtures or tools.
- Ordered parts, supplies or equipment from catalogs or suppliers.
- Implemented troubleshooting techniques to resolve issue.
- Planned and laid out repair work using diagrams, drawings or schematic diagrams.
- Installed and supported desktop software titles and add-ons.
I.T. Field Technician
MBIT Services (Election Ontario).
Toronto, Ontario
01.2022 - 06.2022
- Installed and supported desktop software titles and add-ons.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
- Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
- Performed walk-throughs for new hires to aid in technological onboarding processes.
- Devised incisive workarounds and resolutions for IT-related problems.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Adhered to internal IT policies on user credentialing to support access management of digital assets.
- Served as first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Maintained up-to-date case documentation for future reference.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Monitored support activity trends to create problem resolution and solution reports.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Verified system functionality by testing equipment and connections, identifying and correcting problems.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
IT Manager
Kintetsu World Express
Riyadh, Center
02.2011 - 12.2020
- Developed and maintained processes and technology roadmap to achieve business objectives.
- Assessed system needs, improved design processes and enabled systems to align more closely with business expectations.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Identified and acted on opportunities to improve and update software and systems.
- Supervised lifecycle processes pertaining to IT framework.
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Updated project plans based on changing objectives, specifications and staff availability.
- Maintained close connection with project personnel to quickly identify and resolve problems.
- Supervised and trained 100 computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
- Delivered solution models and architectures to support business requirements, organization and industry standards.
- Recruited, trained and supervised IT department staff.
- Provided company users with tech support for IT problems and account maintenance.
- Calculated agreed-upon metrics to assess system effectiveness and refine systems strategy.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Maintained knowledge of advances in information technology systems and applications.
- Developed data security and disaster recovery procedures.
- Controlled operational IT budget and expenditures within department parameters.
- Reviewed program plans to develop and coordinate activities.
- Met with stakeholders to collaborate and resolve problems.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Analyzed workflows and established priorities for daily operations.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Created centralized management capability by integrating warehouse management software applications.
- Assessed data processing proposals and requirements to determine project feasibility.
- Developed project metrics to follow system build-out progress.
- Reviewed and approved project plans prior to implementation.
- Assigned and reviewed work of IT project managers, systems analysts and developers.
- Met with users, vendors and technicians to determine computing requirements.
- Procured IT resources for strategic and operational computing requirements.
- Managed backup, user account and helpdesk systems.
- Maintained strong knowledge of applicable regulations to guarantee that designs, operations and IT systems met those requirements.
- Developed and implemented system lifecycle methodologies to produce systems of high quality.
IT Support Specialist
RAZ Holding Group Co.
Riyadh, Saudi Arabia
01.2005 - 01.2011
- Worked well in a team setting, providing support and guidance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Passionate about learning and committed to continual improvement.
- Resolved problems, improved operations and provided exceptional service.
Education
Bachelor of Science - IT
Al Khair University
12.2004
Skills
- Customer Service
- Complaint Resolution
- Quality Inspection
- Diagnostics and Repair
- Repair Quality Inspections
- Quality Control
- CRM Software
- Excellent Communication
- Order Fulfillment
- Sales Expertise
- Process Improvements
- Data Entry
- Handling Customer Complaints
- Progress Reporting
- Listening Skills
- Records Maintenance
- Data Processing
- Technical Support
- Clerical Support
- Multitasking and Organization
- Account Management
- Price Quoting
- Service Recommendations
- Tech-Savvy
- Records Management
- Team Collaboration
- Work Order Interpretation
- Customer Retention
- Mechanical Aptitude
- Repairs Scheduling
- Workflow Management
- Warranty Claims Process Management
- Computer Skills
- Product Training
- Technical Troubleshooting
- Product Development
- Infrastructure Development
- User Support
- Project Leadership
- Security Improvements
- Requirements Analysis
Languages
English
Full Professional
Affiliations
- Member, Small Business Association (2008 - present)
Certification
- Certified Microsoft MCP - 2012
- Certified WHMIS - 2015
- Certified WHMIS - 2022
- Licensed Worker Health and Safety - 2022
- Certified Thomson Reuters - 2019
- Association for Project Management (APM)
- Machine Operators License - 2022
- Certified Microsoft MCSE - 2012
- Certified Microsoft MCSA - 2012
- Licensed Worker Health and Safety- 2022
- Customer Service Excellence -2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Specialist
TNSS® Global Canada
08.2022 - 05.2023
I.T. Field Technician
MBIT Services (Election Ontario).
01.2022 - 06.2022
IT Manager
Kintetsu World Express
02.2011 - 12.2020
IT Support Specialist
RAZ Holding Group Co.
01.2005 - 01.2011
Bachelor of Science - IT
Al Khair University