Sajjad Halim

IT Support and Systems Analyst with over 18+ years of experience providing technical troubleshooting and support across public-sector and corporate environments. Seeking to be part of an organization that offers opportunity to learn and make significant contributions to the employer.

Incident Technician (FT Contract) - Morgan Stanley - Vancouver, BC

(2025-01 - 2026-02)

• Provide Tier 2 technical support for enterprise software, in-house and third-party applications, market data platforms, operating systems, drivers, firmware, and desktop hardware.
• Troubleshoot and resolve complex hardware, software, network, VPN, and virtual machine (VM) issues for local and remote users, minimizing downtime and maintaining business continuity.
• Manage and resolve escalated incidents and service requests from global helpdesk teams, ensuring timely resolution and high-quality customer service.
• Collaborate with global IT, infrastructure, and cross-functional support teams to investigate issues, perform root-cause analysis, and escalate critical incidents when required.
• Monitor and proactively identify system trends, recurring issues, outages, and critical incidents, communicating risks and operational impacts to IT management.
• Maintain accurate incident, problem, and service request records within the global IT ticketing system, ensuring compliance with support processes and service-level requirements.
• Develop and maintain technical documentation, troubleshooting procedures, and knowledge base articles, improving consistency and efficiency across global support operations.
• Participate in 24/7 on-call rotations, providing after-hours and weekend support for critical technology incidents and business-impacting issues.
• Support IT asset lifecycle initiatives, including BitLocker encryption, device decommissioning, and secure shipment of retired company assets.
• Maintain current technical expertise through continuous learning, technology training, and professional development, applying emerging technologies and best practices to daily support operations.

System Support Analyst (Contract) - Solidigm - Vancouver, BC

(2024-06 - 2024-11)

• Being the main point of contact for all IT related needs and troubleshooting.
• Onboarding new hires
• Provide technical support for Windows and Apple devices
• Reimaging Windows and macOS.
• Updating existing KBA’s (knowledge based articles)
• MDF maintenance
• Handling shipping needs
• Migrating data to new laptop.
• Advanced break/fix support of software/hardware issues.
• Managing and updating tickets via ServiceNow
• Asset inventory management
• Assisting with inventory audits
• Managing security protocols using Active Directory and JAMF.

IT Asset Coordinator (Contract, temp) - Longview Systems in Translink - New Westminster, B.C.

(2023-11 - 2024-01)

• ITSM Request Management: Efficiently actioning and updating ITSM requests, with a primary focus on software requests, using the Cherwell ticketing system.
• Renewal Coordination: Collaborating with the procurement and IT Asset teams to coordinate renewals of IT assets, ensuring that licenses and contracts remain up to date.
• Invoice Processing: Processing invoices related to IT assets for payment approval, ensuring timely and accurate handling, using the FSM system.
• Asset Record Management: Updating and maintaining accurate asset records

Techforce Analyst (Full time) - Salesforce - Vancouver,B.C.

(2020-01 - 2023-08)

• Served as the Voice of the Customer and team POC, prioritizing backlog items against business objectives and managing roadmap execution.
• Provided 2nd/3rd-level IT support, resolving escalated incidents, service requests, and application issues.
• Managed and maintained Knowledge Base Articles (KBAs), daily metrics, reporting, and IT documentation.
• Supported server installation, upgrades, and maintenance at the Vancouver headquarters.
• Configured and supported VoIP servers and endpoint devices, troubleshooting call drops, audio quality, and connectivity issues.
• Managed IT assets, desktop/laptop imaging, MDF/IDF infrastructure, and conference room technology.
• Served as the primary IT support POC for the Vancouver office, supporting users and overseeing physical asset management.
• Supported enterprise applications and platforms including Microsoft 365, Okta, JAMF, Tableau, CyberArk, AirWatch, and Zscaler

IT HelpDesk Analyst (Full-Time,Remote) - REEF Technologies - Vancouver,B.C.

(2019-10 - 2020-11)

• Supporting both new and existing clients' walk-in issues via Teams, and creating appropriate tickets from them using ServiceNow
• Managing issues lodged in as tickets using ServiceNow
• Providing L1 and L2 support during high-demand periods
• Creating and managing Active Directory accounts
• Supporting their GlobalProtect and Cortex needs and troubleshooting any issues from them.
• Diagnosis and resolution of computer hardware and software issues for the Chief of Staff and CEO
• Wrote and maintained KBA’s to support migration project.
• Domain Migration Project:
• scheduling with internal clients, both on the U.S and Canada side, for remote sessions;
• creating and formulating a handbook outlining the details of the migration process from start to end for Windows OS device, including o365;
• training new staff brought into the migration team;
• troubleshooting post-migration issues
• tracking clients, both current and terminated, with company devices which needs returning, and arranging for their pick-ups.
• included extensive usage of Azure Administration, Endpoint Manager, Intune Administrator, Active Directory, Office 365 tools and programs, Citrix Administrator, ForenseIT, and Microsoft Authenticator; on predominantly Windows 10 platform.
• FedEx Return Return Shipping

A’Levels - Biology, Chemistry, & Mathematics - Islamia English School (2001 - 2003)

Biology & Biochemistry - University of Windsor (2004 - 2008)