AI Automation Engineer · IT Support Specialist

Winnipeg, Manitoba, Canada [email protected] · LinkedIn · Instagram

I build production agentic AI systems — voice, chat, and workflow automation — that replace manual business processes end to end. That instinct comes from three-plus years on the other side of the ticket queue: as the person who fixed things when they broke, then automated the fix so it didn't happen again.

IT Support Specialist — Norshel Incorporated, Winnipeg, MB (Mar 2025 – Present) Tier 1 support across Windows 10/11 and Microsoft 365; M365 user, mailbox, and MFA administration; onboarding and offboarding.

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

Technical Support Specialist / Help Desk Technician — Transmission Company of Nigeria, Abuja, Nigeria (Jul 2020 – Feb 2023) Tier 1–2 support to 50+ staff; held the ServiceNow queue at 98% SLA adherence. Built the first version of the onboarding automation reused in every role since.

Track record: 98% user satisfaction · 95% first-contact resolution · 98% SLA adherence Education: Post-Degree Diploma, Network and Systems Administration / Network Security — University of Winnipeg

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

RAG Pipeline — Vortex FX Queries are embedded (OpenAI text-embedding-3-small), matched against a ~6,200-chunk trading-literature corpus in a Supabase/pgvector store via a custom Postgres similarity function (HNSW-indexed, cosine distance, top-5 above threshold), and injected into the system prompt for Claude Sonnet 4.6. Retrieval runs inside a Promise.allSettled alongside five other live context sources (real-time OANDA pricing, open-signal P&L, win-rate stats, economic calendar, session history), so a slow or failed lookup degrades the answer instead of breaking it.

PowerShell New-Hire Onboarding Automation Provisions new staff across Active Directory, Microsoft 365 licensing, MFA, and VPN access from a single CSV. Manual setup time of 60+ minutes reduced to under 5, with zero configuration drift. Built first at Transmission Company of Nigeria; reused at every role since.

AI Receptionist — Vortex AI SaaS Inbound calls and SMS routed through Vapi's voice-AI platform and Twilio, behind a webhook security layer that verifies every inbound event (Vapi static-secret, Twilio HMAC-SHA1) before it reaches the app. A companion n8n workflow handles outbound follow-up: triggers on missed calls and a schedule, pulls caller context from a Google Sheets CRM, and places the call through the ElevenLabs API.

norshelinc.ca End-to-end ownership of the organization's public site — domain, DNS, hosting, content, and backend. The backend (norshelinc-portal) is a Python/FastAPI service with JWT-based authentication (bcrypt hashing, token verification, rejection of tampered/expired tokens), deployed to Fly.io behind a hard CI/CD gate: the deploy job does not run unless the full verify suite (linting, auth test coverage, app-startup check) passes.

Each repository is written as operational documentation rather than a tutorial: the design decision behind a choice, a real test suite or regenerated verification evidence, and — where something didn't work cleanly the first time — the limitation, named directly rather than smoothed over.

CI runs on every push and PR. Two pipelines are public and can be inspected directly:

Repository	Pipeline	Status
automated-ad-deployment-powershell	PSScriptAnalyzer, 33 Pester unit tests, a 410-check offline design validation, and a screenshot reference check — on Windows PowerShell 5.1
python-projects	pytest on Python 3.11 and 3.13, plus an end-to-end CLI run against sample data

Two further pipelines run in private product repositories, so they are not publicly viewable: linting, test suites (63 tests on the flagship Next.js app, 21 on webhook-security-critical paths, 8 on auth primitives) and build verification. norshelinc-portal — the FastAPI backend behind norshelinc.ca — enforces a hard deploy gate: the deploy job is dependency-blocked on a verify job covering linting, auth test coverage, and an app-startup check. Nothing ships there unless every check passes.

Cisco CCNA · ITIL Foundation · CompTIA Security+ (in progress) 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: [email protected]
• LinkedIn: linkedin.com/in/muhammed-abdulmalik-a84131267
• Instagram: @malikautomates_