IT specialist ยท Support, systems and operations

I help people get back to work when their tech breaks.

Currently at the Ontario Public Service, supporting Microsoft 365, Active Directory, VPN and Windows users. Before that I led a remote technical support team.

See my experience Email me
Current roleOntario Public Service
FocusEnterprise IT
Results at Chargeback

From leading the technical support team, 2022 to 2024.

+30%Customer satisfaction
-25%Average response time
+15%First-call resolution

About me

I've worked in IT and tech support since 2018, from a retail store to a government service desk.

Right now I handle Level 1 and 2 tickets at the Ontario Public Service: Microsoft 365, Active Directory, VPN and Windows. Before that I led technical support at Chargeback, where I reworked ticket routing and cut our average response time by 25%. I have a Bachelor of Computer Science from Sheridan College.

Fix the causeIf the same ticket keeps coming back, I want to know why.
Explain it plainlyPeople should leave knowing what happened and what to do next.
Write it downI document fixes so the next person does not start from zero.

Experience

April 2025 - Present

Toronto, Hybrid/Remote

Ontario Public Service (OPS) - MPBSDP

IT Service Desk Analyst

Current
  • Level 1 and 2 support for hardware, software, network and access issues on Windows.
  • Troubleshoot Outlook, Teams, OneDrive, SharePoint and Excel for staff across different business areas.
  • Manage Active Directory accounts, permissions, password resets and group policy requests.
  • Log and work incidents and service requests in the ITSM tool, following ITIL practices and SLA targets.
  • Help remote users with VPN, mapped network drives and workstation setup.

April 2022 - January 2024

New York, Remote

Chargeback

Technical Support Lead

  • Led the support team handling customer chat, email and phone, and kept us within SLA.
  • Cut average response time by 25% by changing how tickets were routed and handed off.
  • Wrote internal playbooks and got ahead of common questions, which raised customer satisfaction 30% and first-call resolution 15%.
  • Tracked down recurring system failures and coordinated fixes that reduced downtime by 25%.

September 2022 - December 2022

Toronto, ON

Andie

Operations Support Intern

  • Called restaurants and reported their responses so the team had live, accurate information.
  • Shared feedback and ideas that improved the internship process for the next group of interns.

May 2022 - August 2022

Oakville, ON

OFFA (Oakville Festival of Film and Arts)

IT Help Desk Intern

  • Handled support tickets in Zendesk and Freshdesk and made project tracking 30% more efficient.
  • Set up Windows 10 workstations and network devices, and ran software training for staff.

June 2018 - August 2019

Mississauga, ON

Staples

Technical Customer Support

  • Gave in-person and remote tech support to customers and cut escalations by 15%.
  • Troubleshot customer hardware and software issues and checked completed work before handover.

References

Huzaifa demonstrated an extraordinary work ethic. Additionally, he has exhibited great attention to detail, excellent organization skills, and has consistently completed above average work.

Josephine AsareInternship supervisor, Andie Operations Support CenterDecember 2022

The Innovation Accelerator relies on effective communication and collaboration and Huzaifa never failed to deliver.

Kyle BruntonPortfolio Lead, Sheridan Innovation AcceleratorAugust 2022

Full reference letters are available on request.

Skills

Support

  • Level 1 and 2 support
  • Incident management
  • Remote support
  • SLA management
  • Technical documentation

Systems

  • Microsoft 365
  • Active Directory
  • Windows
  • VPN
  • Networking

Process and people

  • ITSM and ITIL
  • Zendesk and Jira
  • Team leadership
  • Customer communication
  • Root-cause analysis
CompTIA A+
Google IT Support Professional
GitLab TeamOps Foundations
Education

Bachelor of Computer Science

Sheridan College, Oakville

Graduated June 2024

Contact

Get in touch

I'm open to IT roles across support, systems and operations. Email is the fastest way to reach me.

Phone(647) 999-2637LinkedInView profile