Mustafa Hussain Syed

IT Support Specialist

IT Support Specialist with hands-on Tier 1 help desk and desk-side support experience. Skilled in Windows Server, Active Directory fundamentals, networking, and cloud security tooling with strong troubleshooting and customer support delivery.

Follow me:

3 Years of experience

Mustafa

About Me

IT Support Specialist experienced in resolving Tier 1 technical issues, managing ticket workflows, and supporting end users in fast-paced environments. Familiar with Windows platforms, networking fundamentals, and cloud security tools including Microsoft Sentinel and SIEM workflows, with a strong focus on service quality and SLA compliance.

My expert
areas

Expertise in Tier 1 technical support, Windows environments, ticketing workflows, and security monitoring labs—focused on fast issue resolution, user enablement, and reliable IT operations.

Skills

Technical Support & Troubleshooting (Tier 1 / Help Desk)

Windows Server & Windows 8.1/10/11 Support

Networking Fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN)

ServiceNow Ticket Management & SLA Support

SIEM & Security Monitoring (Microsoft Sentinel, Splunk, Sysmon)

Scripting & Querying (PowerShell, Python, KQL, SQL)

2
Years in Technical Support
95
First-Contact Ticket Resolution (in Percent)
200
Active Tickets Managed Monthly
150
Students Supported Weekly

Education

Diploma in Computer Programming

Niagara College

Toronto

May 2023 - April 2024

Experience

Nestlé Nespresso SA

Customer Experience Associate | May 2025 - Present

Processed 150+ POS transactions daily with 99% accuracy, ensuring secure account updates and zero data breaches.
Conducted 30+ inventory audits monthly, reducing stock variance by 28% and ensuring compliance.
Resolved 40+ customer issues weekly, improving satisfaction scores by 20% and repeat sales growth.

Toronto Blue Jays

Retail Sales Associate | July 2023 - July 2025

Managed 300+ game-day transactions with 99% accuracy, ensuring secure cash control and POS compliance.
Reduced inventory variance by 22% through daily cycle counts across 4 stock zones and loss prevention tasks.
Assisted 200+ customers per event, meeting 100% service KPIs while supporting teammates during peak periods.

Niagara College - Toronto

Technical Support | August 2023 - December 2024

Supported 150+ students weekly, resolving 95% of Tier 1 tickets on first contact using ServiceNow.
Managed 200+ active tickets monthly, improving response time by 30% while maintaining SLA compliance.
Delivered 10+ training sessions per term, reducing repeat issues by 25% and improving system navigation.

Certifications

WHMIS (Workplace Hazardous Materials Information System)

Lean Six Sigma White Belt Certification

Technical Support Fundamentals

Google

Oracle Gen AI Professional

Oracle

Oracle Cloud Infrastructure Architect Associate

Oracle

OPSWAT ICIP (Introduction to Critical Infrastructure Protection)

OPSWAT

Projects

SOC Home Lab – Endpoint Telemetry & SIEM Analysis

SOC Analyst / Systems Administrator

Skills Used

Sysmon, Splunk SIEM, Endpoint Telemetry, Log Analysis, Security Investigation, SOC Playbooks

Key Roles

Implemented Sysmon to capture detailed endpoint telemetry including process, network, and file events.
Forwarded logs to Splunk to enhance visibility and monitoring capabilities.
Reduced alert triage time by 27% through improved log analysis workflows.
Investigated security alerts using SIEM dashboards and SOC playbooks.
Improved endpoint monitoring coverage by 35% and increased first-response accuracy by 22%.

Cloud Detection Lab – Microsoft Sentinel

Security Analyst / Lab Engineer

Skills Used

Microsoft Sentinel, KQL, Authentication Monitoring, Network Security Analysis, SOC Playbooks, Incident Triage

Key Roles

Triaged authentication and network alerts using Microsoft Sentinel to identify brute-force attempts.
Improved incident detection efficiency by 30% while reducing response time by 25%.
Developed advanced KQL queries to enhance detection accuracy.
Documented security findings aligned with SOC playbooks to improve team response efficiency by 20%.