Years in technology
and customer support
Open to opportunities
Toronto / Remote
Complex systems.
Clear next steps.
I turn IT problems into calm, human experiences — combining technical judgment, sharp communication, and a bias toward fixing the underlying issue.
PROFILE / 01 ONLINE
MA
IT SUPPORT PROFESSIONAL
MOIZ
AHMED
AHMED
7+years in tech
80+tickets / week
30%faster resolution
Current focusCalmer IT systems
Scroll to explore
43° 39' 12" N / 79° 22' 30" W
SYSTEMS ● HUMAN
ROOT CAUSE THINKING✳HUMAN SUPPORT✳USEFUL AUTOMATION✳CLEAR COMMUNICATION✳CALM UNDER PRESSURE✳DOCUMENTATION THAT TRAVELS✳REMOTE WORK, DONE RIGHT✳SYSTEMS THAT STAY HEALTHY✳LISTEN · DIAGNOSE · RESOLVE✳CURIOSITY OVER NOISE✳ENDPOINT FIRST✳ACCESS, WITHOUT THE GUESSWORK✳SMALL FIXES, BIG RELIEF✳GOOD HANDOFFS, LESS FRICTION✳SCRIPT THE REPETITION✳DATA WITH A PURPOSE✳SECURITY THAT STAYS PRACTICAL✳SERVICE DESK, WITH SIGNAL✳ONE CLEAR NEXT STEP✳BUILD THE SYSTEM, NOT JUST THE FIX✳
ROOT CAUSE THINKING✳HUMAN SUPPORT✳USEFUL AUTOMATION✳CLEAR COMMUNICATION✳CALM UNDER PRESSURE✳DOCUMENTATION THAT TRAVELS✳REMOTE WORK, DONE RIGHT✳SYSTEMS THAT STAY HEALTHY✳LISTEN · DIAGNOSE · RESOLVE✳CURIOSITY OVER NOISE✳ENDPOINT FIRST✳ACCESS, WITHOUT THE GUESSWORK✳SMALL FIXES, BIG RELIEF✳GOOD HANDOFFS, LESS FRICTION✳SCRIPT THE REPETITION✳DATA WITH A PURPOSE✳SECURITY THAT STAYS PRACTICAL✳SERVICE DESK, WITH SIGNAL✳ONE CLEAR NEXT STEP✳BUILD THE SYSTEM, NOT JUST THE FIX✳
01 / PROFILETHE SHORT VERSION
A little context
The work is technical.
The outcome is human.
I like the space between “something is wrong” and “here’s what we do next.”
My path has moved through enterprise support, client service, technical troubleshooting, and data analysis. That mix taught me to stay curious, communicate clearly, and care about the details people never see.
How I show upTechnical tickets
managed per week
Reduction in average
handling time
Improvement in customer
satisfaction
02 / BEYOND THE TICKETTHE HUMAN LAYER
More than a list of tools
The person behind
the ticket.
Technical work is only half the story. The rest is judgment, language, and the ability to keep a person moving while the system gets complicated.
Make the next step obvious.
I turn technical details into language a person can act on — in a ticket, a call, or a handoff.
Follow the question behind the question.
Every system is a lesson in how people, tools, and processes fit together. I keep asking what caused the pattern.
Documentation is part of the fix.
A clear note, a reusable workflow, or a better handoff can save the next person the same detective work.
RIGHT NOWSharpening my automation instincts with PowerShell, Python, and better service-desk workflows.
LOOKING FORA team where ownership, curiosity, and steady improvement are part of the job.
03 / EXPERIENCEWHERE I’VE MADE AN IMPACT
Different roles. Same instinct.
From first call
to root cause.
I’ve worked in environments where a five-minute fix, a careful handoff, and a well-written note all matter. These are the places that shaped how I investigate, communicate, and follow through.
MAY 2025 — MAR 2026
ENTERPRISE SUPPORT
IT User Support I
Intact Financial Corp. · Toronto, ON
- Supported a busy enterprise environment across Windows, Microsoft 365, Intune, and remote access, turning vague symptoms into a workable next step.
- Used Zendesk, Active Directory, and thoughtful documentation to investigate, escalate, and close the loop on high-volume incidents.
THE TAKEAWAY Enterprise support taught me to stay methodical when the answer isn’t obvious.
01
NOV 2024 — APR 2025
CLIENT CARE
Licensed Insurance Advisor
RBC Insurance Agency LTD. · Mississauga, ON
- Shifted into licensed Home & Auto insurance, where clear guidance and accurate records mattered as much as technical fluency.
- Handled multiple client requests in a fast-paced environment while keeping the experience personal and compliant.
THE TAKEAWAY Client work taught me that clarity is a technical skill.
02
MAY 2023 — JUN 2024
TECH + DATA
IT Support / Business Analyst
Canada Computers Inc. · Richmond Hill, ON
- Blended hands-on troubleshooting with business analysis for individuals and small businesses.
- Used SQL to turn service data into insight, and paired hardware recommendations with the customer’s actual workflow.
THE TAKEAWAY Technical work taught me to connect the symptom to the business behind it.
03
FEB 2023 — MAY 2023
GROWTH + INSIGHTS
Business Development Associate
Canada Computers Inc. · Richmond Hill, ON
- Worked with CRM, SQL, and Tableau to understand customers, surface trends, and create better conversations with the sales and technical teams.
- Learned to connect a customer need with a practical next step — not just a feature or a product.
THE TAKEAWAY Commercial experience taught me to turn data into a next conversation.
04
FEB 2018 — JAN 2023
SERVICE DELIVERY
Mobile Technology Sales Specialist
Shaw Communications · Toronto, ON
- Built a foundation in high-volume mobile support, where pace and empathy had to work together.
- Managed 80+ tickets per week and contributed to measurable gains in handling time, satisfaction, and automation.
THE TAKEAWAY High-volume service taught me to build systems that make good work repeatable.
05
04 / THE APPROACHHOW THE WORK GETS DONE
A support mindset built for scale
The best fix is the one that keeps working.
Good service is more than closing a ticket. It is noticing the pattern, removing the friction, and making the next request easier for everyone.
25%less manual effort
through automation
through automation
45%lift in customer
satisfaction
satisfaction
SUPPORT LOOP / 04 STEPS ACTIVE
01LISTENRead the room
02DIAGNOSEFind the cause
03RESOLVEUnblock the work
04IMPROVERemove friction
MAKE IT
CLEAR
CLEAR
Human contextSystem precision
05 / STACKTOOLS I REACH FOR
Tools are useful. Judgment is everything.
A practical stack
for messy systems.
A focused toolkit for endpoint support, service desks, cloud access, and the small automations that keep work moving.
01 / ENDPOINTSEP
Endpoint & identity
Keep the day-to-day layer healthy, secure, and ready to work.
Windows 10 / 11
macOS
LinuxMicrosoft IntuneActive DirectoryMicrosoft MFABitLockerDevice management02 / CLOUD + REMOTECR
Cloud & remote work
Find the path through access, connectivity, and distributed work.
Microsoft AzureAzure Virtual Desktop
Citrix Workspace
VMware
Cisco networkingBeyondTrustRemote accessTCP / IP · DNS03 / SERVICE DESKSD
Service & collaboration
Clear communication, calm triage, and reliable follow-through.
Microsoft 365
Zendesk
JiraServiceNowITIL supportIncident responseDynamics CRMTeams · Webex04 / AUTOMATION + DATAAD
Code & insight
Use automation and analysis to remove repetitive work.
PowerShell
PythonSQL
Tableau
JavaScriptHTML / CSSExcel automationWorkflow thinkingWORKING STYLE
Tools change. The habit stays: understand the system, reduce friction, document the fix.
READY TO LEARN06 / FOUNDATIONTHE ACADEMIC BACKSTORY
Curiosity, formalized
Built on a foundation of how things connect.
2023GRADUATED
Humber Institute of Technology
and Advanced Learning
Advanced Diploma — Computer Engineering Technology
Computer Hardware & SoftwareNetwork SecurityProgrammingComputer ScienceEnd-User SupportTicketing SystemsTelecommunications
07 / NEXT STEPLET’S MAKE IT USEFUL
Have a problem worth solving?
Let’s make IT feel effortless.
I’m open to IT support, service desk, endpoint, and systems-minded opportunities where thoughtful service and steady improvement matter. If you’re building a team that cares about both the details and the people behind them, I’d love to hear from you.