Kabeer Shaikh
IT Service Desk Analyst | End-User Support | ITIL Certified
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About
Customer-service–oriented IT support professional with 10+ years resolving hardware, software, network, and account issues for end users across enterprise environments. Hands-on experience answering and logging service desk requests through phone, email, and ticketing channels; diagnosing incidents using documentation and escalating to senior support when needed. ITIL-certified with strong working knowledge of Microsoft 365, Windows 10/11, and common desktop applications.
Proven ability to work independently and support operations after hours, including weekend and overnight maintenance windows. Prior experience supporting end users within the health insurance sector in a regulated environment.
Experience
IT Systems Administrator (Service Desk & End-User Support) - Mattamy Homes - Mississauga, ON
(2023-09)
Serve as a support and escalation point for hardware and software requests across a 5,000+ device fleet (Windows, macOS, iOS, Android), diagnosing and resolving incidents end to end.
- Log, track, and resolve tickets in the IT service management tool within SLA, keeping the business operational; escalate complex issues to senior/L3 teams as required.
- Provide day-to-day Microsoft 365 support — Outlook/Exchange Online, Teams, SharePoint — including mailbox, licensing, and access issues.
- Manage user accounts, group memberships, password resets, and MFA in Active Directory and Microsoft Entra ID.
- Deliver remote support and software deployment through Microsoft Intune and ManageEngine; perform routine patching to keep devices compliant.
- Author and maintain knowledge base articles and troubleshooting documentation for the support team.
- Troubleshoot and fix Konica printers while ensuring toner inventory does not run out.
- Created and managed ServiceNow workflows, incident documentation, and SLA tracking.
- Resolved networking issues involving LAN, WAN, DHCP, DNS, VPN.
- Troubleshot meeting room technology issues involving Logitech conferencing devices and Microsoft Teams and supported remote users through LogMeIn to resolve issues without onsite visits.
IT Systems Administrator (IT Support) - Bright Health (Health Insurance)
(2022-09 - 2023-08)
Provided end-user and infrastructure support within a health insurance organization, resolving incidents in Jira within SLA.
- Managed Active Directory accounts, access, and Microsoft 365 file sharing for staff.
- Supported Windows and Linux servers; handled weekly patching, certificate renewals, and system-health monitoring to maintain availability.
- Assisted with VMware-supported virtual environments.
- Performed lifecycle management and preventive maintenance.
- Managed IT inventory tracking and software license documentation.
- Resolved networking issues involving LAN, WAN, DHCP, DNS, VPN, Wi-Fi, and firewalls.
- Hands on experience using MOIS and Telushealth systems.
Service desk (Platform & Production Support) - Rogers Communications
(2016-08 - 2022-08)
- Resolved user and infrastructure tickets in Jira across Windows and Linux environments.
- Administered Active Directory user accounts, roles, and access.
- Performed after-hours and weekend server patching with minimal disruption to users.
- Handled day-to-day support tickets across Dev, QA, and Production, resolving deployment and access issues.
- Monitored server health daily to prevent interruptions; coordinated fixes with senior teams and documented processes for multiple lines of business.
IT Consultant / QA Lead - CIBC Bank
(2012 - 2016)
Implemented ServiceNow ITSM modules (Incident, Request, Change, and Knowledge Management) following ITIL best practices; coordinated with vendors and stakeholders.
Sr. Test Analyst - United Bank Limited
(2008 - 2010)
Performed functional and system testing, defect tracking, and vendor coordination for enterprise applications.
Education
MBA - Finance (2007 - 2010)
B.Sc. - Software Engineering (2001 - 2005)
