IT Technical Support Specialist · Greater Toronto Area, ON

Mohib Ahmed

Making technology work for you

mohibahmed109@gmail.com linkedin.com/in/mohib-ahmedit github.com/mohzy-coder

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Professional summary

Identity, access, and the people behind the tickets.

IT professional with hands-on experience in Active Directory, Microsoft Entra ID, Microsoft 365, and identity lifecycle management. Proven track record supporting Tier 1 and 2 identity issues and managing high-volume user provisioning and offboarding with full accuracy across enterprise environments.

Known for clear communication, sharp troubleshooting, and working cross-functionally to streamline processes and improve the end-user experience.

Microsoft certifications

Tier 1 & 2

Identity & access support

100%

Provisioning accuracy

Skills & tooling

What I work with.

Grouped by category and kept scannable — a quick read of where I'm fluent.

Identity & Access Management

Entra IDActive DirectoryMFA/SSOConditional AccessRBACLifecycle Management (Provisioning/Deprovisioning)LDAPGroup Policy

Cloud & Systems Infrastructure

Microsoft AzureWindows Server (2016–2022)Hybrid Cloud IntegrationM365 (Exchange, Teams, SharePoint, OneDrive)

Virtualization & VDI

VMware vSphereVMware ESXivCenter ServerCitrix Virtual Apps and DesktopsCitrix StudioCitrix DirectorCitrix Hypervisor

IT Operations & Support

Tier 2 TroubleshootingServiceNowTechnical DocumentationRemote Support (RDP/AnyDesk)Cross-Functional Collaboration

Work history

Where I've worked.

Identity, access, and end-user support across enterprise and operations environments.

IT Technical Support Specialist

Reliance Home ComfortMost recentMay 2025 — Feb 2026

Provided front-line technical support, resolving login issues, password resets, account unlocks, MFA problems, and general user access requests through Active Directory.
Assisted in the upgrade of Microsoft Active Directory from Windows Server 2019 to 2022 by supporting pre-migration checks, validating post-upgrade functionality, and coordinating with senior infrastructure teams.
Conducted proactive system health checks using enterprise tools such as Dcdiag, Repadmin, Event Viewer, and performance monitors to identify underlying directory, network, or authentication issues before escalation to senior infrastructure teams.
Supported end-user device setup and onboarding by preparing laptops, installing required software, applying standard configurations, and ensuring users could securely access corporate systems on day one.
Troubleshot common desktop issues, including Wi-Fi/VPN connectivity, DNS conflicts, printer errors, Outlook/Teams issues, and Windows/macOS performance problems.
Reduced ticket resolution time by implementing more efficient diagnostic steps, improving documentation quality within ServiceNow, and enhancing communication with end users to boost overall support satisfaction.
Coordinated with senior IT teams to resolve escalated issues, updated internal documentation, improved troubleshooting procedures, and contributed to the development of knowledge base articles to streamline support operations.

Helpdesk Agent

Reliant Technologies Solutions GroupMay 2024 — Sep 2024

Provided high-volume Tier 1 technical support by resolving password resets, account unlocks, MFA authentication issues, access problems, and general day-to-day user support requests, while maintaining strong adherence to security protocols.
Performed core identity management tasks in Microsoft 365/Azure AD, including creating new users, assigning licenses, and adding users to appropriate security groups as part of the onboarding process.
Delivered consistent technical support for Windows and macOS devices, using RDP and AnyDesk to remotely diagnose and fix issues related to applications, connectivity, and system performance.
Supported onboarding and offboarding workflows by preparing user accounts, setting up initial workstation configurations, updating profiles, and ensuring terminated users were promptly removed from systems and applications.
Addressed common network-related issues such as VPN failures, DNS errors, and Wi-Fi connectivity problems, escalating advanced issues while ensuring that proper troubleshooting steps were completed.
Managed daily ticket queues within ServiceNow by documenting issues thoroughly, prioritizing critical requests, maintaining SLA compliance, and collaborating with upper-tier support teams to ensure smooth handoffs for complex issues.

Supply Chain & Operations Support Associate

Cotton HouseMay 2021 — Sep 2022

Demonstrated strong analytical skills by utilizing POWER BI and Excel for addressing product shortages, resupplies, and the timing of outgoing orders, resulting in higher customer satisfaction.
Exhibited exceptional collaboration skills by working closely with sales, planning, and marketing teams to efficiently manage forecasting and order processing, ensuring customers received the desired product quantity and quality in the most efficient way.
Upheld leadership by initiating and executing process enhancements, cooperating with cross-functional teams such as sales, finance, distribution, and IS to optimize order management, resulting in a 3-hour weekly efficiency gain.
Collaborated with senior management to interview prospective interns, transformed onboarding processes, and leveraged expertise in training to ensure the consistent, successful orientation for all new hires.
Executed daily supply chain transactions, including Purchase Order (PO) processing and inventory transfers directly within the SAP ERP system, ensuring accurate material tracking across all stages.
Managed critical user accounts and access for the Operations department by creating and configuring new Active Directory accounts, ensuring immediate network and system logon capabilities for all new hires.
Resolved core operational disruptions, including password resets, account unlock issues, and basic user authentication errors within Active Directory, minimizing login downtime for warehouse and planning staff.

Education

Foundations.

2025

Diploma — Infrastructure Analyst

NetSoft College of Technology · Mississauga, ON

Hands-on labs in VMware vSphere/ESXi and Citrix, multi-tier Azure networking (VNets, NSGs, load balancers), and hybrid cloud — integrating on-prem Active Directory with Entra ID using RBAC and Conditional Access.