CAREER OBJECTIVE:

A technically skilled, client focused and progressive IT Support professional with 5+ years of experience in providing effective technical support to reputable Canadian and international organizations both on-site and by phone/email supporting users in a proactive, knowledgeable and professional manner seeking a suitable position.

HIGHLIGHTS OF QUALIFICATIONS:

3+ years of Canadian IT support experience as IT Specialist, Desktop Support

3+ year’s international experience as a Data and System Analyst and Help Desk Support Analyst.

Bachelor’s degree in Computer Engineering and Diploma in Networking Administration

ITIL, A+, MCP, MCSA and Cisco Academy certification

Excellent in troubleshooting desktop/laptop/printer/network issues and providing optimized solutions

Solid skills in providing L1/L2 technical support for all incoming service inquiries, including diagnosing, installing, assembling, upgrading, configuring, troubleshooting, analyzing issues and resolving any technical problems with desktops, laptops, and printers

Experience in IMAC and Field Services and inventory system

Experience with VMware, Hyper-V, SCCM, Citrix, SM, Active Directory and Exchange Server

Proficient in Deploying and Migrating data / Post migration/ Backup and Restore data

Proven ability of working independently or as part of a team

Self-starter and analytical thinker, demonstrated good communication and problem solving skills

TECHNICAL EXPERTISE:

Operating Systems: Windows 10/8/7/XP/2008/2012, Linux/Unix, MAC OS X/Lion

Applications/Services: Active Directory, GPO, IIS, WDS, Mail server, FTP server, DHCP, DNS, TCP/IP, VPN, SCCM, VMware, Hyper-V, Exchange server, Lotus Notes/Domino, Microsoft Outlook 2010, SharePoint 2010, Ghost, MS Office (Word, Excel, PowerPoint), Visio, Office365, Anti-virus, e-Messaging, Photoshop, Front page, Mobile devices, Enterprise Applications

Ticketing system: Remedy, Heat, SEMS, Service Manager (HPSM), SharePoint base ticket tool

Modeling: Rational Rose

Languages: VB.NET, HTML, CSS

Database: SQL Server, Microsoft Access

PROFESSIONAL EXPERIENCE:

Areva NP Inc., Pickering, ON July 2016 – Present

Desktop Support Analyst (Part Time)

Provide technical support via telephone, email and through tickets, close tickets, manage support incidents and service requests

logging all calls in the system, analyzing calls to determine the problem and resolve it

Perform troubleshooting to analyze and resolve the hardware (Lenovo and Dell) and software issues

Identify and resolve issues relating to network, domain, email configuration

Work with Active Directory and manage users accounts, passwords and computers

Deploy Windows 7 Enterprise image via SCCM, following deployment documentation and checklists

Provide troubleshooting and configuration support for client desktop and networking environment

Perform asset inventory and maintained Desktop Asset Tracking (DAT)

Perform IMAC (Install/Move/Add/Change) requests

Syncreon, Vaughan, ON May 2014 – May 2016

System Operation Technician/Tech Support Analyst

Performed and developed quality inspections based on standard measurements

Diagnosed, troubleshot devices (Apple products like iPhone/iPad/Laptop) and used SAP database

to completing and analyzing information and inspection results

Provided field services and IMAC

Provided technical support to MAC users including installed, configured, tested, maintained

Created and closed tickets and followed up with customers

Resolved issues properly by providing all relevant and required information

Approved Apple products by confirming specifications; conducting visual and measurement

tests; rejected and returned unacceptable products

Dell, Mississauga, ON April 2014

Desktop Support (Working in Trillium Health Care and Credit Valley Hospital in Mississauga)

Backed up and restored data with Data Migration Tools and USMT

Migrated data from windows XP to windows 7

Deployed Windows 7 image and applications using a KACE Deployment process

Validated data that has been migrated successfully

Troubleshot, maintained, upgraded hardware or software on PC/laptop

VMC Games Lab, Montreal, QC May 2011- Feb.2012

IT Specialist

Provided technical support for 300 users by phone, email and on-site

Installed, configured, tested, maintained, monitored, and troubleshot end user workstations, hardware/software, Ethernet LAN, Anti-Virus software, network peripheral devices

Installed, configured, maintained and troubleshot desktops/ laptops with Windows, MAC, Linux

Set up, configured and supported of hardware, software with MAC OSX

Installed, diagnosed, assembled and upgraded laptop hardware and equipment

Troubleshot network connectivity and provided problem solving services

Created and closed tickets and monitored Remedy system for incoming calls/e-mails regarding any problems and request, resolved any problem

Monitored of the network and Wireless and responds to inquiries

Created and captured image and deployed images, deployed Windows 7 and Migrated data

Updated inventory system- inventory of all monitors, keyboards, hard drives, printers, scanners

Provided high quality, up-to-date documentation for all service arrangements

Worked with Active Directory and managed accounts, passwords and computers

Worked with VMware and Hyper-V to setup and customized the pc for the client

Installed and configured SQL server 2008 R2, Share point 2010

Ministry of Road and Transportation, Iran Sept. 2007 - Oct. 2009

Data and System Analyst

Designed a model for adoption of E-Government in organization

Analyzed users ‘requirements, designed and developed system, created vision and scope

Designed, tested and implemented software applications

Planned, designed, implemented and maintained hardware and software of the project

Prepared analysis reports, manuals and other documentation on the status

Researched, evaluated network system and data communication hardware and software

Help Desk/ Desktop Support Analyst Sept.2005 - Sept.2007

(Supported all departments such as; HR, Financial, Payroll, Transport, Statistic, Shipping & receiving

Provided desktop support for over 500 clients in the region, analyzed and resolved user

concerns about hardware and application such as OS, Microsoft Office, automation system

Troubleshot network connectivity and maintained PC and desktop applications

Designed and created websites, logos, business charts by using Photoshop, HTML and CSS.

Provided technical training on hardware/software to end users.

Identified, evaluated and tracked projects risks

Researched and updated the manager regarding the new technologies and products

EDUCATION AND CERTIFICATIONS:

Diploma in Network Administration, John Abbott College, Montreal, Canada 2011

Bachelor’s Degree in Computer Engineering - Azad Tehran University, Iran

ITIL, MCSA, MCP, A+ Certification

Web application with C# and ASP.NET (50 hours)

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