Salvi Ali Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

• Delivering effective and efficient technical support to over 150 Canderel employees primarily in the Toronto region.• Managing a centralized ticketing system to gather end-user incident reports, computer asset details and company knowledge base facilitating the prompt identification and resolution of IT issues.• Installing, configuring, and maintaining operating systems, application software, and system management tools for over 400 end user devices including network printers and corporate phone systems, resulting in a 50% improvement in system performance.• Maintaining existing Active Directory environment performing modification of 2000+ user, groups, service and computer accounts.• Creating, modifying and administrating Group Policy Objects, DFS link, DNS records, and DHCP scope and reservations.• Administrating and monitoring enterprise security solutions such as Mimecast & Bitdefender ensuring protection of all endpoints in the company.• Assisting team members and other teams with troubleshooting to identify root cause and providing technical support when needed.• Establishing and overseeing Zoom meeting conference rooms for all offices in the Toronto region.• Supporting in implementing a new help desk ticketing system which ensures increased ticketing accuracy and streamlined incident tracking.• Providing end-user training on the system’s best methods, decreasing user-related issues and increasing user efficiency by 70%.• Collaborating with external vendors and consultants to support escalated support incidents.• Providing after-hours on-call support on a rotational basis.

Sydney, New South Wales, Australia

• Accountable to provide telephone and remote client support, ensuring prompt and effective resolution of Level 2 technical issues• Proactively monitored and managed the helpdesk ticketing queue of over 70 tickets daily, prioritizing tasks based on urgency and severity• Performed repair, upgrade, and installation tasks for various hardware and software, increasing system performance and reliability by 30%• Configured and provided support for over 150 Windows, Android, and Apple mobile devices, ensuring seamless integration and functionality• In charge of regular server maintenance and patching activities to ensure optimal performance and security• Diagnosed and resolved alerts for servers and devices, promptly addressing issues minimizing unplanned system downtime by 80%• Created and maintained comprehensive customer system documentation for over 30 businesses reducing average resolution time by 20%

Melbourne, Australia

• Managed and administered Internal/Corporate IT servers, hardware and applications• Answerable to identify and resolve Level 1.5 & Level 2 technical problems• Performed new system migration, user training, system administration, application troubleshooting and hardware set-up & inventory management• Installed, serviced and upgraded over 100 Windows devices • Assisted the Team Leader in managing daily tasks and team management as per agreed SLA targets• Accountable for major incident management for P2 incidents and took ownership to work with Incident Manager to resolve P1 incidents rapidly leading to 40% improvement in incident resolution time• Managed day to day operations of the Service Desk, including escalations, user on boarding/off boarding and quality review processes• Trained and mentored Service Desk team of 16 members on client process & procedures increasing customer satisfaction score by 90%• In charge of after hours on-call support to the offshore team for major & time-sensitive incidents • Created, managed and maintained high quality documentation of problems and resolutions in the ticketing system and company SharePoint portal• Assisted with on boarding and transition project of 5 new business clients and processes • Managed customer escalations and expectations to maintain a positive customer experience Received Service Centre Excellence Award for outstanding technical support & service

Melbourne, Australia

• Provided technical support for level 1, 2 incidents professionally and promptly as per the agreed SLA. • Resolved technical issues by troubleshooting hardware, software, and guide clients with suitable workarounds where necessary. • Proactively create and update knowledge base solutions for client-specific troubleshooting. • Monitored and identified major incidents, timely engaging the relevant support teams and MIM • Provided systems and procedures training to 6 new team members • Analysed and reported ongoing and repeating issues to the line manager and relevant support teams with feedback to continuously improve business • Performed creation of security, distribution groups, and modification of user accounts in Active Directory and Exchange.  Received Team Player Award from Datacom  Nominated for Medibank Shine Award by Medibank for Excellent Customer Service

Master'S Degree

Bachelor'S Degree