Muhammed Abdulmalik

IT Support Technician and Help Desk Analyst with 3+ years of hands-on Tier 1-2 technical support across Windows 10/11, Windows Server 2016-2022, macOS, iOS, Android, and Linux server environments. Skilled in Microsoft 365 and Entra ID administration, Active Directory, Group Policy, MFA, networking, hardware troubleshooting, and ticketing systems, including ServiceNow and Jira. Delivers 98% user satisfaction, 95% first-contact resolution, and 98% SLA adherence across high-volume support environments.

Strong

PowerShell and Python scripting skills used to automate new-hire onboarding, ticket creation, and recurring IT tasks.

Holds

Cisco CCNA, ITIL Foundation, and five Anthropic AI certifications. Service-oriented communicator comfortable training non-technical end users at every organizational level. Winnipeg-based, available full-time on-site, with a valid Manitoba Class 5 driver's licence and reliable vehicle.

IT Support Specialist at Norshel Incorporated (2025-03 – Present)

• Provide Tier 1 and Tier 2 IT support to program staff across Windows 10/11 laptops, Microsoft 365 (Outlook, Teams, OneDrive, Word, Excel, PowerPoint, SharePoint), printers, and peripherals
• Administer Microsoft 365 user accounts, mailboxes, MFA, license assignments, and SharePoint and OneDrive permissions; manage onboarding and offboarding for all incoming and departing staff
• Set up, troubleshoot, and maintain meeting room projector and laptop-to-display connections (HDMI and wireless); ensure smooth delivery of staff presentations and family meetings
• Lead the end-to-end upgrade and ongoing maintenance of the organization's public-facing website (norshelinc.ca), managing domain, DNS, hosting, content, and basic HTML and CSS
• Document common issues and resolutions in an internal knowledge base; enforce password policies, MFA, and backup practices to safeguard staff records and operational data
• Build and operate an n8n automation workflow that integrates OpenAI Whisper and Anthropic Claude APIs to convert voice and text support requests into fully detailed Jira tickets in under 60 seconds

Technical Support Specialist (Part-Time) at Western Drug Distribution Company (2023-08 – 2025-02)

• Served as first point of contact for complex hardware and Microsoft 365 incidents; independently diagnosed and resolved 95% of escalated cases without further escalation, maintaining SLA compliance across warehouse operations
• Delivered hands-on support for warehouse IT hardware, including PCs, printers, scanners, and networked devices; diagnosed and repaired faults on-site, achieving a 40% reduction in operational downtime
• Performed hands-on hardware deployment for system rollouts and upgrades; achieved seamless deployment with 100% user adoption and zero unplanned business disruption

Technical Support Specialist and Help Desk Technician at Transmission Company of Nigeria (2020-07 – 2023-02)

• Delivered Tier 1-2 front-line technical support to 50+ staff across multiple sites, resolving Windows Server, Microsoft 365, macOS, printer, mobile device, and network issues with 95% first-call resolution and 98% user satisfaction
• Managed a high-volume ticket queue in ServiceNow, prioritizing incidents by business impact and SLA urgency; maintained 98% adherence to response and resolution targets while reducing critical backlog by 35%
• Performed Windows and macOS workstation imaging and deployment using Disk Utility, Carbon Copy Cloner, and AppleScript; configured and maintained VPNs, firewalls, Active Directory accounts, Group Policy, password policies, and MFA
• Developed PowerShell scripts that automated new-hire onboarding across Active Directory, Microsoft 365 licensing, MFA, and VPN access, reducing manual setup from 60+ minutes to under 5 minutes per user with zero configuration drift
• Supported conference rooms, projectors, and video conferencing tools for staff meetings and external stakeholders; delivered in-person training to non-technical users at all organizational levels

Post-Degree Diploma in Network and Systems Administration / Network Security – University of Winnipeg (2023-08 – 2024-12)

Bachelor of Science in Electrical and Electronics Engineering – Federal University of Technology, Minna (2013-03 – 2018-10)