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Ahmed Farah

@ahmedfarah1

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Customer support specialist experienced in SaaS, LMS administration, and compliance-driven operations.

Canada

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What I'm looking for

I seek a tech or operations role emphasizing reliability, clear communication, onboarding improvements, cross-team collaboration, and opportunities to streamline user workflows and compliance processes.

I am a customer support specialist with hands-on experience in SaaS support, LMS administration, and compliance-heavy environments, delivering clear, reliable service across phone, email, and chat. I have implemented LMS solutions, built mobile-friendly training modules, and managed escalated technical issues under tight timelines.

I have supported high-volume, confidential caseloads in immigration services and processed sensitive ATIP requests for federal agencies, ensuring regulatory accuracy and careful documentation. I build SQL queries and process models to support workflow optimization and have coordinated cross-department SharePoint restructures and documentation efforts.

I focus on improving onboarding, reducing recurring issues, and creating straightforward documentation for non-technical users. I'm seeking a tech or operations role where reliability, clarity, and strong customer service drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Blue Star Home Healthcare

May 2025 - Sep 2025 (4 months)

Delivered frontline technical support to clinical staff, resolving account, login, device, and mobile app issues and implementing an LMS with mobile-friendly training modules to improve regulatory compliance completion rates.

LMS Technical Support Compliance Documentation User Onboarding SharePoint

Funnel & Payments Specialist

Self-Employed

Jan 2025 - May 2025 (4 months)

Built funnel pages and integrated Stripe payment links for small clients, resolved payment issues, and produced step-by-step guides to enable non-technical users to manage funnels and bookings.

GoHighLevel Stripe Troubleshooting Documentation Customer Support

IT Analyst, Business Architecture

Employment and Social Development Canada

Jun 2024 - Sep 2024 (3 months)

Prepared reports and data analyses for management, built process models and SQL queries to support workflow optimization, and coordinated SharePoint restructuring to improve documentation organization.

SQL Process Modeling Data Analysis SharePoint Documentation Workflow Optimization Reporting

Client Services Coordinator

North Star Immigration Consulting

Aug 2020 - Apr 2024 (3 years 8 months)

Managed 500+ immigration and refugee files with strict confidentiality, prepared IRCC-regulated forms and submission packages, and used dashboards and portals to track deadlines and case actions, reducing filing errors and ensuring compliance.

Case Management Compliance Document Review Client Communication CRM Attention To Detail

ATIP Assistant

Civilian Review and Complaint Commission for RCMP

Aug 2019 - Apr 2020 (8 months)

Processed ATIP requests for sensitive investigative records, applied statutory exemptions and redactions under relevant Acts, and coordinated with federal departments to support multi-jurisdictional consultations.

ATIP Records Management Legal Compliance Document Review Confidentiality Case Management

Sales Associate

H&M Canada

Aug 2016 - Sep 2018 (2 years 1 month)

Provided customer service, supported store operations including restocking and visual merchandising, and assisted customers with purchases to maintain sales targets and store standards.

Customer Service Retail Operations Visual Merchandising POS Teamwork Communication Sales Support

Education

Degrees, certifications, and relevant coursework

Algonquin College

Computer Programming

Completed coursework in computer programming including data structures, object-oriented programming, databases, web development, operating systems, networks, and Android programming.