Faizan Ahmad Khan Email & Phone Number

Vancouver, British Columbia, Canada

- Provide Tier 1 and Tier 2 technical support to end-users, efficiently managing incidents and service requests through the Halo ticketing system.- Administer Microsoft 365 and Exchange environments, overseeing user accounts and ensuring optimal functionality for communication and collaboration tools.- Utilize Azure for user provisioning and access management, enhancing support for cloud services and streamlining operational workflows.- Manage Active Directory (AD) attributes to… Show more - Provide Tier 1 and Tier 2 technical support to end-users, efficiently managing incidents and service requests through the Halo ticketing system.- Administer Microsoft 365 and Exchange environments, overseeing user accounts and ensuring optimal functionality for communication and collaboration tools.- Utilize Azure for user provisioning and access management, enhancing support for cloud services and streamlining operational workflows.- Manage Active Directory (AD) attributes to facilitate user account creation, modifications, and troubleshooting, ensuring data integrity and access control.- Diagnose and resolve hardware and software issues, including supporting Logitech equipment in the boardroom to ensure seamless meetings and presentations.- Maintain comprehensive documentation of support processes and resolutions, contributing to knowledge base articles to improve team efficiency and service quality. Show less

Vancouver, British Columbia, Canada

- Serves as the primary liaison for client onboarding and offboarding procedures, overseeing seamless transitions and ensuring compliance.- Develops standard operating procedures (SOPs) for internal processes and technical documentation tailored to client needs.- Functions as both Tier 1 and Tier 2 IT Support Specialist proficient in ConnectWise (CWA, CWC, and CWM) for efficient issue resolution.- Acts as the dedicated remote and on-site technician for three prominent enterprise… Show more - Serves as the primary liaison for client onboarding and offboarding procedures, overseeing seamless transitions and ensuring compliance.- Develops standard operating procedures (SOPs) for internal processes and technical documentation tailored to client needs.- Functions as both Tier 1 and Tier 2 IT Support Specialist proficient in ConnectWise (CWA, CWC, and CWM) for efficient issue resolution.- Acts as the dedicated remote and on-site technician for three prominent enterprise clients in Toronto, encompassing global finance and international education sectors, collectively supporting over 70 users.- Collaborates remotely with cross-functional teams to address technical challenges across a diverse client portfolio spanning fifteen SMBs and large enterprises located in Toronto, Vancouver, New Brunswick, and other Eastern Canadian regions.- Addresses technical concerns related to Microsoft Windows and Microsoft 365 software suites, including Windows 10 Pro/Business, Windows 11 Pro/Business, and Microsoft 365Business Premium/Enterprise applications such as Outlook, Teams, SharePoint, OneNote, OneDrive, Visio, Projects, and Copilot.- Ensures user security integrity through proficient setup, testing, and resolution of issues related to Cisco AnyConnect (VPN), Microsoft Authenticator, multi-factor authentication(MFA), and email spam/phishing filters utilizing Microsoft Defender.- Oversees management of both on-premises and cloud directories, as well as individual administrative channels including Active Directory, Microsoft Entra ID (Azure AD), and the comprehensive suite of Microsoft 365 Admin Centre tools. Show less

Etobicoke, Ontario, Canada

- Operated within a high-volume ticketing environment both onsite and remotely, utilizing the Jira ticketing system.- Administered Microsoft O365 user account and licensing management.- Utilized VSphere to create and modify virtual machines, ensuring efficient virtual infrastructure management.- Managed Azure AD user accounts, groups, devices, and virtual machines to uphold operational efficiency.- Contributed to cloud migration initiatives involving Azure, specifically in areas… Show more - Operated within a high-volume ticketing environment both onsite and remotely, utilizing the Jira ticketing system.- Administered Microsoft O365 user account and licensing management.- Utilized VSphere to create and modify virtual machines, ensuring efficient virtual infrastructure management.- Managed Azure AD user accounts, groups, devices, and virtual machines to uphold operational efficiency.- Contributed to cloud migration initiatives involving Azure, specifically in areas such as Intune and SharePoint.- Proficient in endpoint manager, exchange admin center, and compliance and security admin center for comprehensive system administration.- Executed database refresh for UAT Linux environment to maintain system integrity.- Assisted in configuring client-side VPNs including GlobalProtect, Cisco AnyConnect, and Always On VPN for secure remote access.- Operated Telus CUCM/Cisco Jabber phone system, managing extensions, hunt groups, voicemail, and call trees to ensure seamless communication channels.- Developed multiple standard operating procedures (SOPs) in Confluence to streamline operational processes across the organization.- Successfully completed the hoteling station project for the Woodbridge location, optimizing workspace utilization.- Effectively managed the removal of legacy equipment for the Etobicoke and Woodbridge locations, ensuring smooth transitions.- Collaborated with various vendors to facilitate IT infrastructure budget planning for the fiscal year. Show less

Vaughan, Ontario, Canada

- Managed Office 365 user accounts and licensing, facilitating seamless access and compliance.- Configured VPN FortiClient on Windows and MacOS systems to ensure secure remote access for distributed teams.- Deployed cellular devices with mobile management software (SOTI MobiControl), optimizing device performance and security.- Performed comprehensive computer upgrades, repairs, and software configurations to enhance operational efficiency.- Delivered prompt end-user and remote… Show more - Managed Office 365 user accounts and licensing, facilitating seamless access and compliance.- Configured VPN FortiClient on Windows and MacOS systems to ensure secure remote access for distributed teams.- Deployed cellular devices with mobile management software (SOTI MobiControl), optimizing device performance and security.- Performed comprehensive computer upgrades, repairs, and software configurations to enhance operational efficiency.- Delivered prompt end-user and remote technical support for internal mobile devices, computers, and printers, ensuring uninterrupted workflow.- Administered Active Directory user account lifecycle management, including creation, modification, and deletion, maintaining data integrity.- Established and executed task schedules based on priority and urgency, optimizing productivity and meeting deadlines effectively.- Developed on-site IT engineer dispatch strategies, streamlining response protocols for common malfunctions and service requests.- Led budgeting assessments to optimize IT spending, identifying impactful enhancements while minimizing unnecessary expenses.- Crafted staffing plans for new locations, coordinating recruitment and training activities to ensure skill availability Show less

Etobicoke, Ontario, Canada

- Building rapport and trust with already existing Costco members, and providing excellent customer service.- Explaining the value of the products and how they would be beneficial to the member.- Contributing to team effort by accomplishing related results as needed, while accomplishing individual target goals as well.- Recommending changes in products, services, and policies by evaluating results.- Resolving customer complaints by investigating problems, developing solutions… Show more - Building rapport and trust with already existing Costco members, and providing excellent customer service.- Explaining the value of the products and how they would be beneficial to the member.- Contributing to team effort by accomplishing related results as needed, while accomplishing individual target goals as well.- Recommending changes in products, services, and policies by evaluating results.- Resolving customer complaints by investigating problems, developing solutions, and making recommendations to management. Show less

- Assist merchants and customers by walking them through detailed steps to gain access to their online accounts.- Providing merchants troubleshooting steps to make sure their tablet and the Flexiti merchant application works smoothly without any errors, so they can assist customers flawlessly.- Providing exceptional customer service to merchants and customers by building rapport and maintaining professionalism.- Adapting to last minute changes in the system and software to maintain… Show more - Assist merchants and customers by walking them through detailed steps to gain access to their online accounts.- Providing merchants troubleshooting steps to make sure their tablet and the Flexiti merchant application works smoothly without any errors, so they can assist customers flawlessly.- Providing exceptional customer service to merchants and customers by building rapport and maintaining professionalism.- Adapting to last minute changes in the system and software to maintain an interrupted workflow.- Assisting customers to make changes to their account such as credit limit increase and fee adjustments. Show less

- Assist customers to schedule/reschedule/cancel their appointment for their COVID-19 vaccination using Salesforce.- Providing quality customer service over the phone in an high-volume inbound call-center environment.- Quickly learning new information, to provide customers with the correct guidance and details to maintain a smooth and safe process when getting vaccinated.

- Provided expert technical support for consumer electronics and home theater systems, diagnosing and resolving firmware and software issues to ensure optimal performance.- Handled a high volume of approximately 400 incoming calls and processed around 200 email tickets weekly, delivering prompt and professional assistance to customers and guiding them through troubleshooting steps to resolve issues effectively.- Proficiently diagnosed speaker malfunctions, accurately identifying… Show more - Provided expert technical support for consumer electronics and home theater systems, diagnosing and resolving firmware and software issues to ensure optimal performance.- Handled a high volume of approximately 400 incoming calls and processed around 200 email tickets weekly, delivering prompt and professional assistance to customers and guiding them through troubleshooting steps to resolve issues effectively.- Proficiently diagnosed speaker malfunctions, accurately identifying components needing replacement and providing detailed repair cost estimates to customers.- Utilized FreshDesk to authorize returns, generate service tickets, and meticulously log issues into the database, facilitating efficient tracking and resolution of customer concerns.- Contributed to the successful rollout of new applications and products by providing comprehensive support, conducting thorough testing, and evaluating performance to ensure customer satisfaction. Show less

Waterloo, Ontario

- Cultivated strong customer relationships by tailoring support to their unique needs and preferences.- Expertly diagnosed and resolved issues with various Apple devices, restoring customer confidence in the brand and fostering long-term loyalty.- Facilitated solutions for business owners and entrepreneurs by connecting them with Apple's specialized business team, addressing their specific requirements effectively.- Achieved the highest number of appointments and garnered the… Show more - Cultivated strong customer relationships by tailoring support to their unique needs and preferences.- Expertly diagnosed and resolved issues with various Apple devices, restoring customer confidence in the brand and fostering long-term loyalty.- Facilitated solutions for business owners and entrepreneurs by connecting them with Apple's specialized business team, addressing their specific requirements effectively.- Achieved the highest number of appointments and garnered the highest customer satisfaction ratings in the final quarter at the Conestoga Mall Apple Genius Bar, demonstrating exceptional service delivery.- Played a key role in enhancing customer satisfaction at the Waterloo Apple Genius Bar, leading to the location's top ranking in Canada and placement within the top ten worldwide for customer satisfaction during the same quarter. Show less

Cambridge, Ontario, Canada

- Demonstrated strong teamwork skills through working with customers to provide them with a personalized cellular solution for their work/daily use.- Exercised problem solving and customer service skills by asking probing questions and sharing telecommunication knowledge to build a trusting relationship.- Consistently achieved and surpassed sales targets while receiving excellent feedback from customers.- Assisted training new hires with their on-boarding process, and provided them… Show more - Demonstrated strong teamwork skills through working with customers to provide them with a personalized cellular solution for their work/daily use.- Exercised problem solving and customer service skills by asking probing questions and sharing telecommunication knowledge to build a trusting relationship.- Consistently achieved and surpassed sales targets while receiving excellent feedback from customers.- Assisted training new hires with their on-boarding process, and provided them with advice on achieving professional and corporate milestones. Show less

Waterloo, Ontario, Canada

- Assisted clients to report loss, theft, or damage of an insured asset in a call based environment.- Empathized and sympathized with clients regarding their unfortunate event(s).- Responded to frustrated clients with mediating support through patience and professionalism. - Became proficient with multiple insurance companies' claim reporting applications, including but not limited to TD Insurance, Royal Sun Alliance, and Aviva.

- Enforced property rules and regulations in order to maintain the security and safety of the property.- Provided excellent customer service by attending unwarranted situations in a professional manner.- Communicated occurrences with team members and management with excellent verbal and written skills.