Rasheed Ali Email & Phone Number

Toronto, Ontario, Canada

SRI LANKA - REMOTE• Receive and respond to service requests for assistance via Tickets and email in accordance with each client’s Service Level Agreement (SLA).• Provide remote service assistance through the use of various web-based remote support tools- N-Central, O365 Bitwarden, and Bomgar when necessary.• Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.• Maintain service ticket ownership throughout the life of the support incident & Record actions in ConnectWise to accurately capture log time utilization.• User account creation & Managing Active Directory & M365, S/Mailboxes, Distribution lists• Actioning user onboarding/offboarding in Active Directory & O365 Portal with the Sharepoint notes of Companies with Jolera Support• Accessing MSP share-point to Validate the Company needs & customer company SP to manage Access• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.• Connect-Wise is used to record all incidents and requests, reassigning tickets to other support groups where First Call Resolution is not possible.

Sri Lanka

• Responsible for the maintenance, configuration, and reliable operation of computer systems.• Diagnose and solve hardware, software & network malfunctions within the defined SLA.• Recommend Corrective Solutions To Errors That Require Knowledge Of Company Computers, Laptops, Hardware, SCCM Deployment, Software. Updating & Maintaining Asset Inventory.• ServiceNow is used to record all incidents and requests, reassigning tickets to other support groups where First Call Resolution is not possible.• Create and manage users in O365 & Azure ID.• Enroll devices into Intune.• Maintain And Manage IP Cameras.• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes.• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.• Collaborate and coordinate with departments and support functions for interventions.• Testing, evaluating, and implementing new technology solutions and troubleshooting 0365/AD/ Exchange.• Worked with Vendors for hardware and software purchasing to cut equipment cost of 10%.• Maintained 50+ Windows Laptops, including Configuring and Monitoring.

Colombo District, Western, Sri Lanka

• Responding to queries on the phone, via email, in person, or through remote access.• Recommend corrective solutions to errors that require knowledge of company computers, laptops, hardware, and software.• Monitoring & Troubleshooting Client Devices. • Identify difficulties of users & perform troubleshooting using different diagnostic techniques • Provide quick resolution and excellent customer service• Redirect unresolved issues to the next level of support personnel• Provide needed information on IT products or services• Keep record of problems and their resolution • Follow-up with customers • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.

Colombo District, Western, Sri Lanka

• Monitoring and maintaining computer Hardware & Systems• Troubleshoot computer Software, Hardware problems• Handling Windows desktop technologies and extension issues• Recommend corrective solutions to errors that require knowledge of company computers, laptops, hardware, and software.• Monitoring & Troubleshooting Client Devices.

Beng (Hons) In Computer Networking (London Metropolitan University), Computer Networking

Pearson Higher National Diploma, Hnd In Computing