shahanaaz pathan
@shahanaazpathan
I’m an IT Support Analyst delivering Tier 1/2 reliability, troubleshooting, and client-focused uptime for healthcare and enterprise teams.
CanadaWhat I'm looking for
I’m a Top-performing IT Support Analyst with over four years of experience delivering Tier 1 and Tier 2 support in demanding service desk environments. I’ve built a reputation for composure under pressure—resolving complex infrastructure, authentication, and endpoint issues fast while minimizing downtime and protecting service quality.
Currently, I drive technical reliability for Nova Scotia’s healthcare system, supporting 1,000+ staff across hospital facilities in a 24/7/365 environment. I administer Active Directory access, support VDI and endpoint management (SCCM, Intune, Azure Virtual Desktop), serve as an escalation point for complex incidents, and improve team efficiency by creating knowledge base articles and contributing to automation initiatives.
Experience
Work history, roles, and key accomplishments
Provide Tier 1 and Tier 2 support to 1,000+ healthcare staff across 8 hospital facilities, resolving 40+ tickets weekly with 82% first-contact resolution and 95% SLA compliance in a 24/7/365 environment.
Managed 120+ monthly IT service requests for enterprise banking infrastructure supporting 10,000+ employees, achieving 92% SLA compliance and 4.5/5 customer satisfaction while handling 10+ critical incidents monthly.
Education
Degrees, certifications, and relevant coursework
Dalhousie University
Master of Engineering, Internetworking
2019 - 2021
Earned an MEng in Internetworking with hands-on experience in network design, routing, security, and automation through GNS3/Packet Tracer projects.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
Interested in hiring shahanaaz?
You can contact shahanaaz and 90k+ other talented remote workers on Himalayas.
Message shahanaazFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
