Adnan Asim

I am a highly motivated and progress-focused Technical Support specialist with along-standing background in this industry. With a track record of initiative and dependability, I have devised strategic initiatives which I believe will prove valuable to any organization.
 I am a capable and consistent problem-solver skilled at prioritizing and managing projects with proficiency.

PROFESSIONAL SUMMARY

Personable and knowledgeable IT support technician with over 20 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Experienced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Detail-oriented, organized and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

WORK HISTORY

HELP DESK SUPERVISOR 07/2022 to 05/2023

Chapmans Ice Cream, Markdale, Ontario

• Built quotes for procurement tickets through detailed analysis of client specifications and needs
• Composed and presented onboarding processes for all new clients
• Oversaw 50+ workstation deployments for SOW and procurement projects weekly
• Led review of all open tickets with team daily 
• Used ticketing systems to manage and process support actions and requests
• Recruited, trained and supported help desk technicians and representatives
• Walked customers through step-by-step problem solving and enlisted extra help as required 
• Developed and tested new product offerings prior to release to assist the development team in bug identification
• Monitored problem management database and followed up with assigned personnel

DESK SIDE SUPPORT SPECIALIST 03/2021 to 07/2022

Iron Service Global Canada Inc, Brampton, Ontario

• Resolved technical issues related to Microsoft Windows 7/8/10/Operating Systems
• Resolved technical issues related to Microsoft Windows 11 Operating System Apple iOS and Google Android OS
• Technical working knowledge on all aspects of end-user computing, to deal with complex technical issues, which could range from PC's, Laptops, Tablets, iOS/Android Mobile Devices Networking & Printers
• Resolved & troubleshoot complicated application issues
• Working knowledge in the use and support of Office 365 (i.e., Microsoft Word/Outlook/Excel)
• Working knowledge in the use and support of GSuite (i.e., GDoc/GMail/GSheet)
• Re-imaged Desktops and Laptops
• Setup Chromebox and Chromebook

SENIOR HELPDESK SUPPORT SPECIALIST 04/2012 to 08/2020

First National Financial LP Toronto, Ontario

• Used VMware update manager to create or edit baselines and baseline groups 
• Performed upgrades to operating systems and layered software packages (i.e. VDI components, Windows services, or other enterprise apps) as necessary
• Performed backups, troubleshooting and problem resolution for servers associated with a VMware virtual infrastructure
• Maintained, upgraded, and implemented improvements to the VMware's infrastructure
• Assisted in the evaluation, recommended negotiations and contracts for the purchases of system software products
• Performed technical analysis, installation, maintenance and modification of operating system software
• Troubleshoot and resolve problems and monitored system performance while simultaneously supporting staff engaged in similar efforts
• Provided local and remote desktop support for corporate headquarters and 14 satellite locations
• Assisted in Implementing a Help Desk Support Department and Data Recovery Center
• Planned and managed the upgrade of 900 workstations to Windows 0365, 7 2000, and MS Office Suite
• Reduced the need for outsourcing technical repairs at a cost
• Led the company-wide installation and configuration of commercial and proprietary applications
• Established formal lines of communication for project teams including pagers and messaging boards
• Assisted in transitioning the company from an AS400 to ERP system involving critical data migration
• Reduced technical resolution turnaround time from two weeks to same day
• Troubleshoot network connectivity, network printing and user access issues

CompTIA

Mississauga, Ontario.

A+ Certified CE — Online

Computer And Information Systems 09/2022

Dell Canada

Mississauga, Ontario.

Dell System Certification

Computer And Information Systems 12/2005

CDI College

Brampton, Ontario.

Network Administration

Information And Computer Systems 05/1999 to 05/2001