Habeeb Khaleel
IT Support Manager at CAUSMX Technologies Corp.- Claim this Profile
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English -
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Urdu -
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Hindi -
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Arabic Limited working proficiency
Topline Score
Bio
Credentials
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ITIL Foundations
Lynda.comJun, 2016- Oct, 2024 -
Learn Access 2016: The Basics
Lynda.comJun, 2016- Oct, 2024 -
Office 2016 and Office 365 New Features
Lynda.comJun, 2016- Oct, 2024 -
Outlook 2016 Essential Training
Lynda.comJun, 2016- Oct, 2024 -
Outlook for Mac 2016 Essential Training
Lynda.comJun, 2016- Oct, 2024 -
SQL Essential Training
Lynda.comJun, 2016- Oct, 2024
Experience
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CAUSMX Technologies Corp.
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Canada
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Information Technology & Services
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1 - 100 Employee
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IT Support Manager
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Dec 2021 - Present
• Led a team of 8 IT support professionals in providing exceptional technical support for 200+ employees across multiple companies.• Developed and implemented standard operating procedures to streamline support processes, resulting in a 25% reduction in ticket resolution time.• Coordinated with cross-functional teams to ensure the seamless integration of new software and hardware, minimizing downtime and disruption.• Created and maintained comprehensive documentation of all IT infrastructure, systems, and support procedures, ensuring easy access to vital information for team members.• Regularly evaluated team performance, providing coaching and training to improve skills and promote professional growth.• Managed budgets for IT support, including hardware and software procurement, vendor management, and staff training.• Manage timely execution of projects while limiting impact on daily operations• Participate in budget planning and management for the IT support department• Manage the posting, hiring, training, and mentoring of customer engagement team• Monitor call queues and take appropriate action to call and incident wait times Show less
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IT Support Team Lead
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May 2021 - Dec 2021
• Supervised a team of 5 Technical Support Analysts, providing guidance and direction on complex technical issues and ensuring customer satisfaction.• Empowered and equipped the IT Support Team to resolve incoming support requests efficiently andeffectively.• Developed and implemented training programs to improve team knowledge and expertise in various IT systems and technologies.• Collaborated with Management to optimize support processes and ensure effective resource allocation.• Identify problem areas within the support processes and tools to drive for continuousimprovement and efficiencies.• Maintain awareness of inventory levels and procure standardized equipment as required. Show less
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Senior Technical Support Analyst
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Mar 2021 - May 2021
• Provided second-level technical support to users experiencing hardware, software, and network issues, ensuring prompt resolution and customer satisfaction.• Assisted in the development and implementation of IT policies and procedures, ensuring compliance with industry best practices and regulatory requirements.• Collaborated with IT support team members to troubleshoot complex issues and develop effective solutions.• Conducted regular audits of IT systems to identify potential vulnerabilities and recommend proactive measures to mitigate risks.• Support and maintain Microsoft Office 365 (Azure, SharePoint Online, Microsoft Teams, OneDrive for Business).• Monitored and maintained the health and performance of servers, storage, and networking infrastructure• Managed and resolved complex technical issues that required in-depth technical knowledge and critical thinking• Participated in on-call rotation to provide 24/7 support for critical issues• Acted as the primary point of escalation for all technical support issues• Manage and maintain MDM (Mobile Device Management) system.• Manage and support video conferencing hardware and software solutions. Show less
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University of Calgary
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Canada
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Higher Education
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700 & Above Employee
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Senior Technical Support Analyst
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Dec 2016 - Mar 2021
• Delivered advanced technical support for users, resolving hardware and software issues and providing expert guidance on system usage and optimization.• Developed and maintained knowledge base articles and user guides, providing users with easily accessible information to resolve common issues.• Collaborated with cross-functional teams to diagnose and resolve system-wide issues, ensuring minimal disruption to operations.• Assisted in the evaluation and testing of new software and hardware solutions, providing recommendations based on user needs and system requirements.• Subject Matter Expert for Office 365 for the IT Support Centre utilizing experience gained while working with Office 365 Project Team and by working closely with the IMM team• Took part in UAT for planned ServiceNow improvements• Provide user support for all University of Calgary staff within Finance, Human Resources and Supply Chain PeopleSoft modules• Key point of contact for identifying and reporting critical issues and outages• Work closely with the manager to provide insight on day to day and urgent technical and operational issues• Assisted in the development and implementation of the internal quality model• Developed reporting on Contact Centre performance to identify trends and areas of opportunities• Created processes and procedures for the IT Support Centre to improve First Contact Resolution statistics• Developed Standard Operating Procedure for the Service Desk Show less
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Customer Service Manager (Acting Manager)
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May 2018 - Aug 2018
• Managed day-to-day operations of a call center with 20 agents, ensuring exceptional customer service and efficient resolution of support inquiries.• Developed and implemented performance metrics, monitoring agent productivity and providing coaching and feedback to improve performance.• Collaborated with senior management to develop and implement strategies for improving customer satisfaction and reducing call handling times.• Created and maintained a positive work environment, promoting employee engagement and fostering a culture of continuous improvement.• Oversaw daily operations of University of Calgary Service Desk to ensure delivery of excellent service and FCR• Maintained a high level of customer service reflected in the Survey Results averaging at 95% • Strategically leveraging part-time and full-time staff to meet service level targets • Reporting on monthly team stats and communicating relevant statistics to stakeholders • Designed and developed multiple reports to trend performance and identify efficiencies by the Service Desk Analysts Show less
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Office 365 Support Analyst
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Mar 2016 - Dec 2016
• Planned and executed Office 365 migration project, ensuring a smooth transition for users and minimal disruption to business operations.• Collaborated with stakeholders to gather requirements and develop migration plans that aligned with organizational goals.• Conducted pre-migration assessments, identifying potential issues and implementing solutions to ensure a successful migration.• Provided post-migration support, addressing user concerns and ensuring system stability and performance.• Assisted with escalations and emergency migrations for University of Calgary faculty staff during malware attack• Administered hardware and operating software configurations and compiled user databases while tracking changes• Primary point of contact for high priority and urgent escalations Show less
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Acrodex
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Information Technology & Services
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1 - 100 Employee
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Technical Support Analyst
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Oct 2011 - Feb 2016
• Lead the team during the Telus Health test pilot to secure contract for the organization • Developed training plan for Service Desk Analyst during implementation/onboarding phone to build technical knowledge, customer service skills and process/policy knowledge • Primary point of contact for deployment of devices for VIP users • Increased number of printer deployments completed by team while managing analysts on client sites • Provided complete IT Solutions to companies including Alberta Health Services, Telus Health Solutions, Enmax and the City of Calgary • Lead end-user training initiatives and acted as an On-site Team Lead for installation at client sites • Provided troubleshooting support for router and network configurations for medical clinics Show less
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ATB Financial
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Canada
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Banking
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700 & Above Employee
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Customer Service Representative
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Aug 2007 - Oct 2011
• Managed and balanced cash drawer of up to $300,000 daily, maintaining 100% accuracy and adhering to all internal controls and regulatory requirements. • Trained and mentored new tellers, ensuring they were proficient in all aspects of teller duties, including cash handling, transaction processing, and customer service. • Handled complex customer inquiries and complaints, resolving issues promptly and professionally. • Assisted in the development and implementation of new policies and procedures to improve teller operations and enhance customer service. • Conducted weekly audits of teller drawers and vault, ensuring compliance with bank policies and federal regulations. • Collaborated with management and other departments to identify areas of improvement and develop strategies to address customer needs and enhance branch performance. Show less
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