Technical Analyst

NTT Data

Identifying, analyzing, documenting, and resolving technical issues for clients via phone, online chat, email, and automated tickets

Following a systematic problem solving process to diagnose and resolve issues, and logging calls in the ticketing system for problem determination and trend analysis

Providing technical advice and guidance to users in the operation of software, hardware, operating, and network systems

Authoring and reviewing technical documentation and knowledgebase articles, acting as a subject matter expert, and keeeping the manager informed of high-priority issues

IT Support Specialist

Svante Inc.

Implemented and administered Azure cloud services, including setting up virtual machines, managing cloud storage, and optimizing cloud resource usage for cost efficiency

Automated regular cloud infrastructure tasks using Azure PowerShell and Azure CLI

Created and managed Power BI dashboards to visualize and analyze Service Requests Ticket data from Jira for the Software Development team and the IT team

Managed devices and users through Microsoft Azure Active Directory and Intune

System Support Technician

Simon Fraser University (SFU), Burnaby, BC

Conducted data analysis and compliance checks on applications installed across campus computers using SharePoint reports

Developed visualizations using Power BI to analyze SharePoint data on loaner computers provided to faculty

Delivered high-quality support solutions by accurately creating, updating, and closing service request tickets

Resolved technical service requests, including issues with user accounts, printing, network connectivity, email services, mobile devices, and commonly used operating systems such as Windows, iOS, and Android

Applications Support Analyst

Microserve, Burnaby, BC

Provided software and technology support to Microserve employees

Developed and maintained desktop and web applications using C#, HTML and CSS

Designed, created, and tested SQL reports using SSRS

Validated report functionality with end users to troubleshoot and/or improve existing reports

Created technical documentation for all the work performed

Application Developer

Hoods Guru Inc., Toronto, ON

Initiated the project for the Start-up company

Developed an android app to find popular attractions in various cities

Designed the app through the app builder online platform called Goodbarber using Java

Built a database using MySQL for management of information

IT Support Technician

Ismaili Council for Canada, Toronto, ON

Installed, updated, and worked with software, and provided solutions to hardware problems

Answered incoming telephone calls, took down messages and provided information

Updated the database with new and existing customer information