IT Support Specialist · AI Automation Engineer

Winnipeg, Manitoba, Canada m.abdulmaliksani008@gmail.com · LinkedIn · Instagram

I've spent 5+ years on the support side of IT: imaging machines, fixing hardware where it fails, running cable, managing accounts and MFA, and working ticket queues against SLA. The habit that came out of it is simple. When the same problem keeps coming back, I automate the fix. That's how I ended up building production AI systems (voice, chat, and workflow automation) alongside the support work.

Track record: 98% user satisfaction · 95% first-contact resolution · 98% SLA adherence · 99.9% network uptime

IT Support Specialist, Norshel Incorporated, Winnipeg, MB (Mar 2025 – Present) Tier 1 support across Windows 10/11, Microsoft 365, printers, and meeting room AV; M365 account, mailbox, MFA, and license administration; onboarding and offboarding; hardware inventory, warranty repairs, and ISP escalation. Built the voice/text-to-ticket automation below.

Technical Support (Part-Time), Western Drug Distribution Company, Winnipeg, MB (Aug 2023 – Feb 2025) First point of contact for escalated hardware and M365 incidents across warehouse devices. Resolved 95% of escalations independently and cut operational downtime 40%.

Technical Support Specialist and Help Desk Technician, Transmission Company of Nigeria, Abuja (Jul 2020 – Feb 2023)

• Service desk: main point of contact for Tier 1–2 support to 30+ staff across multiple sites. Worked the ServiceNow queue by business impact and SLA urgency, holding 98% SLA adherence, 95% first-call resolution, and 98% user satisfaction, and cut the critical backlog by 35%.
• Networking: built and supported LAN/WAN networks for 30+ users across multiple sites on Cisco and Ubiquiti switches, routers, and access points. Configured VLANs, DHCP scopes, and QoS for seamless wireless roaming and smooth VoIP and video, keeping uptime at 99.9%.
• Endpoints and hardware: imaged and deployed Windows and macOS workstations (Disk Utility, Carbon Copy Cloner, AppleScript), managed endpoints in Microsoft Intune, and handled hardware rollouts and on-site repairs, including running cable in tight spaces.
• Identity and security: maintained Active Directory accounts, permissions, password policies, MFA, VPNs, and firewalls, and ran system backups and recoveries.
• Automation: wrote PowerShell scripts that automated new-hire onboarding end to end (AD account, groups and permissions, Microsoft 365 licenses, MFA, VPN access, and a welcome email with temporary credentials), cutting setup from over an hour to under 5 minutes per user with no configuration drift. That script later became automated-ad-deployment-powershell.
• People: trained non-technical users at every level, handled sensitive information with strict confidentiality, and covered evenings and high-demand periods.

Education: Post-Degree Diploma in Network Security, University of Winnipeg (PACE), delivered jointly with MITT · B.Sc. Electrical and Electronics Engineering, Federal University of Technology, Minna

Every repository is written as operational documentation rather than a tutorial: the reason behind each design choice, real verification evidence, and, where something didn't work cleanly the first time, the fault and its fix, named directly.

Voice/Text-to-Ticket Automation · n8n · OpenAI Whisper · Anthropic Claude · Jira Running at Norshel Incorporated. A support request submitted by voice or text is transcribed, classified, and filed as a complete Jira ticket in under 60 seconds, down from a 10–15 minute manual intake.

On-Premises LLM with RAG Knowledge Base · Ollama · LM Studio Running for a client whose data can't leave the building. A locally hosted LLM answers staff questions on internal policies and customer questions on products and support, with no per-token cloud costs.

AI Receptionist · Vortex AI · Vapi · Retell · Twilio · ElevenLabs · n8n Inbound calls and SMS are routed through a voice agent behind a webhook security layer that verifies every event (Vapi static secret, Twilio HMAC-SHA1) before it reaches the app. An n8n workflow handles follow-up: it triggers on missed calls, pulls caller context from a CRM, and places the call.

RAG Pipeline · Vortex FX · Supabase/pgvector · Anthropic Claude Queries are embedded and matched against a ~6,200-chunk corpus through an HNSW-indexed pgvector store and a custom Postgres similarity function. Retrieval runs alongside five other live context sources in parallel, so one slow lookup degrades the answer instead of breaking it.

norshelinc.ca · React · Python/FastAPI · Fly.io End-to-end ownership: domain, DNS, React frontend, and a FastAPI backend with JWT auth (bcrypt hashing, rejection of tampered or expired tokens). The deploy job is blocked unless linting, auth tests, and an app-startup check all pass.

Cisco CCNA · ITIL Foundation Anthropic: Claude Code in Action · Building with the Claude API · Claude with Google Cloud's Vertex AI · AI Fluency: Framework and Foundations · Claude 101

• Email: m.abdulmaliksani008@gmail.com
• LinkedIn: linkedin.com/in/muhammed-abdulmalik-a84131267
• Instagram: @malikautomates_