Summary
Overview
Work History
Education
Skills
Timeline
Core Qualifications
Generic

Ali Sulaiman

Fontana,CA

Summary

IT Operations Leader | Helpdesk Manager Candidate
Strategic and hands-on IT professional with 12+ years of experience leading technical support and service desk operations across enterprise environments. Proven ability to manage multi-site support teams, streamline IT operations, and align technology initiatives with business goals. Seeking to bring leadership and operational excellence to a Helpdesk Manager role supporting over 1,000 users across remote offices. Experienced in fast-paced environments with a strong focus on user satisfaction, team development, and scalable IT solutions.

Motivated by environments that foster growth, innovation, and employee well-being, seeking to contribute to a team that values both technical leadership and a strong workplace culture.

Overview

15
15
years of professional experience

Work History

Level 3 Technical Support

Soroc Technology
05.2025 - Current
  • Lead Level 2 and Level 3 support efforts, including incident management, root cause analysis, and proactive problem resolution.
  • Collaborate with Client’s Help Desk and internal teams to identify recurring issues, implement workarounds, and drive long-term solutions.
  • Provide expert support for Gas retail Point of sale BT900 Bulloch Technologies, and maintain a POS test and certification lab.
  • Deliver technical training and knowledge transfer to Client’s Level 2 support team, ensuring a smooth transition of responsibilities.
  • Participate in trend analysis and reporting to recommend improvements in infrastructure, software, and support processes.
  • Maintain error and problem control practices using ServiceNow data and contribute to continuous improvement initiatives.
  • Interface with Tier 3 support and vendors to resolve complex issues and support service enhancements.

Information Technology Support Supervisor

Dine Brands
05.2023 - Current
  • Led recruitment, onboarding, and performance management for Level 1–2 IT support technicians.
  • Provided expert mentorship and served as the primary escalation point for complex technical issues.
  • Developed IT support policies, workflows, and performance metrics aligned with business goals.
  • Managed ticketing systems and shift schedules to ensure SLA compliance and optimal coverage.
  • Collaborated with senior leadership and vendors to enhance service delivery and implement new technologies.
  • Maintained internal documentation and knowledge bases to support consistent troubleshooting.
  • Coordinated fixed shift schedules to ensure optimal support coverage and responsiveness across all service channels.
  • Monitored customer service metrics and proactively addressed performance gaps to enhance technician effectiveness and service quality.
  • Oversaw daily task assignments and workload distribution to maintain team productivity and meet or exceed service level agreements.

Technical Trainer

Soroc Technology
11.2023 - 01.2025
  • Conducted employee evaluations to assess technical proficiency and identify areas for improvement.
  • - Designed and delivered training programs, including custom learning materials, PowerPoint presentations, and quizzes to measure effectiveness.

Enterprise Service Desk Team Lead

Soroc Technology
07.2021 - 10.2023
  • Led a high-performing IT support team in a 24/7/365 environment, fostering a culture of accountability and continuous improvement.
  • Monitored team performance across phone, chat, and email queues, and implemented targeted coaching and training to meet SLA targets.
  • Managed escalations efficiently to ensure timely resolution and maintain customer satisfaction.
  • Collaborated with internal departments and external partners to deliver ad hoc IT projects and service enhancements.
  • Coordinated with vendors to improve contact center technologies, including the implementation of automated Robo Calls for major incident communications.
  • Oversaw the migration of Office 365 from a third-party tenant to a locally hosted environment at the home office, ensuring minimal disruption and full compliance.
  • Created and troubleshot Active Directory user accounts, maintaining secure and efficient access across the organization.

Second Level Service Desk Analyst

Soroc Technology
05.2014 - 07.2021
  • Supported on-call rotation in a 24/365 environment. Point of escalation for 1st level helpdesk incidents requiring immediate resolution. Remotely
  • Remotely assisted field technicians in replacing, imaging, staging configuring multiple Hardware & software, (PC, laptop, printers, scanners, POS). Created technical documentation, communicated new processes and procedures to Service Desk. Effectively communicated resolution & root cause analysis to maintain stakeholder confidence. Organized ongoing training program including audio/visual material for 1st level Service Analysts. Mandated communication with clients & attended meetings

Service Desk Analyst

Soroc Technology
05.2010 - 03.2014
  • Provided World Class Customer Service through multiple channels, Phone, Email, & interface. Communicated with Various Vendors to coordinate Service Technicians & attended Service incident. Enterprise service desk Analyst supporting multiple call types from Petroleum retail & financial institutions. Supported VIP, Executives, & CEO. Analyzed, Diagnosed & resolved complex issues to various hardware & software products using documented methodologies & creative solutions. Consistently kept talk time below Average while maintaining a 95% 1st fix rate. Logged all incident records in ServiceNow. Ordered parts for multiple hardware products, (Printer, workstations, servers, laptops). Imaged & staged PC & laptops for deployments. assigned technicians based in their locations. Created IT asset disposition incident for hard drives & printers, escalated complex issues to 2nd level support & appropriate departments.

Education

Independent Studies

Concordia University
Montreal, Qc

Skills

  • Cross-platform support
  • Installation, deployment & /configurations and asset management
  • ServiceNow
  • Troubleshooting router and switch connectivity issues
  • Active directory management
  • O365, Configured outlook profiles on Mobile devices & PCs, Added shared Mailbox, Added and/or permission, troubleshooting O365 login issues
  • Configured & troubleshoot moved MFA (MS Authenticator & MS Intune)
  • Educate end user on how to use MS office on Mobile & PC
  • Hardware & software, PC, Laptop, tablets, Scanners, printers
  • POS Support

Timeline

Level 3 Technical Support

Soroc Technology
05.2025 - Current

Technical Trainer

Soroc Technology
11.2023 - 01.2025

Information Technology Support Supervisor

Dine Brands
05.2023 - Current

Enterprise Service Desk Team Lead

Soroc Technology
07.2021 - 10.2023

Second Level Service Desk Analyst

Soroc Technology
05.2014 - 07.2021

Service Desk Analyst

Soroc Technology
05.2010 - 03.2014

Independent Studies

Concordia University

Core Qualifications

  • Over 12 years of IT support and team leadership experience across multi-site enterprise environments.
  • Strong background in managing network infrastructure, servers, and end-user systems.
  • Hands-on expertise with:
  • Office 365 & SharePoint administration
  • Active Directory & MFA configuration OKTA, MS Authenticator, Entrust Identity.
  • Remote access tools (RDP, Citrix, RemoteApp, Esper, Screenconnect, Kaseya)
  • Power BI, SSRS, and SQL database support
    ERP systems (IFS Cloud or similar)
  • Proficient in network monitoring and management tools.
  • Skilled in vendor management, contract negotiation, and software licensing.
  • Strategic thinker with a proven ability to align IT initiatives with business goals.
  • Excellent communication, project management, and documentation skills.

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