M. FAHAD KHAN

**** ******** *** *******, ** *****( ab1x94@r.postjobfree.com +1-512-***-****

Enterprise solutions-oriented IT Systems Engineer with experience

coordinating a broad range of corporate IT initiatives, with planning and

implementation of Enterprise solutions in direct support of business

objectives.

TECHNICAL EXPERTISE

Platforms: Microsoft Windows OS (32+64Bit), XP, Vista, Win 7 Workstations.

Win 2000, 2003, and 2008 Servers.

Linux Red Hat v 5+, Fedora Core. Cisco I.O.S V10-12. Mac / Apple OS-X v8-9.

Novell Netware, SUSE 10.

Tools: Microsoft SMS / SCOM, MOM, MBSA, Share point Services, ISA, and

Active Directory.

Dell Open-manage, Array Manager, ITA, DSA, Dell-Diag, Symantec Enterprise +

Client Ghost Suite, and Anti-virus

Citrix Metaframe, Solar-winds Engineer's Edition, and Remedy Service

Management

Applications: Microsoft Office Suite 2K-2010 Virtual Server, PKI, IIS, and

MS SQL server configurations.

Mercury Load-Runner, Quick Test Pro. Peregrine service center. Citrix Meta

Frame, VMware ESX&GSX

Cisco Systems LAN Management Solutions, CNA, 501-515 Pix Manager, and Http

Switch administration

MS Active Directory Services: GPMC, DNS, WINS, RRAS, DFS, ADFS, VPN, Forest-

Trusts, and Replication.

Enterprise Messaging: Microsoft Exchange 2003, 2007, and Lotus Notes.

TELEPHONY: VOIP, PBX, CTI, Verint Impact 360 Suite, Ultra Call Center

solutions & Speech Analytics

Networking: WAN, LAN, MAN, PAN, VLAN, WLAN, Bluetooth, IR, WWAN -- HSDPA,

3G, EVDO.

Protocols: TCP/IP v4&6, NDS IPX/SPX, L2TP, PPTP, PPP, BGP, IGRP/EIGRP,

RIPv1&2, OSPF, ATM & ISDN. Infrastructure & Security: ISO/OSI/CIM,

ST/SC/FX, vDSL / DSLAM, RAIDUS, IPSEC, KERBEROS, LDAP, RSA, SHA, DES/3DES,

SSL/TLS, IEEE: 802.3x / 802.3xx / POE / WLAN 802.11 A/B/G/N, and Trusted

Platform Module.

Professional Experience

Verizon / Capital One- Richmond, VA November 2010 -

Present

Contact Center / Systems Engineering Manager - IMPACT 360 / U10 & Contact

center Solutions

. Managed Verint Call Center Platform, Ensured 100% Call center

Recording and operations support.

. Performed server metrics, tracked OS patches, resolved open incidents

and ensured Platform met IT compliance, Performed security and network

risk assessment-

. Executed Audit on Platform servers, Conducted expansion testing in

Lab, and Pre production environments,

. Duties included : Daily Platform monitoring, verified system stability

and managed Change control process

. Served as SME on Verint Contact Center Software, managed upgrades and

expansion projects.

. Platform Managed on HP Blade / Proliant servers - Servers were

connected to EMC and other vendors SAN storage arrays

Verint sys. (Comservco)- Melville, NY august 2008 - Sep

2010

Field engineer / Systems Engineer - IMPACT 360 / Ultra 10 & Speech

Analytics

. Managed projects, ATP's, and communication between support engineering

depts.

. End to end deployment, migration, upgrade and client IT & Telephony

infrastructure specific deployments.

. Implemented pre & post testing, verification, on infrastructures

using MS windows server 2000 & 2003 with HP Pro-Liant & Dell Power

edge servers utilizing DAS, NAS and SAN SQL DB's & configurations

. Deployed Configurations of: Verint Ultra Suite + Impact 360, Speech

Analytics at various clients including, AT&T, Charles Schwab, ING

mutual, State Hospitals, Ameren, Comcast, ADS & Hartford INS.

. Provided On-site & remote technical pre / post-sales support service

to clients nationwide.

. Implemented, Calculated, and Re-engineered testing, validation, with

documentation of deployment plans and procedures per installation

server infrastructures, CTI, and Telephony requirements

. Monitored, maintained, repaired & upgraded Server Hardware / Software

including CPU, Memory, and RAID

Panasonic Corp. (PCSC) Secaucus, NJ March 2007 - Aug

2008

Field Engineer / Product Engineer - Rugged laptops & Tough Books

Managed Panasonic's field engineering for the telecommunications sector,

encompassing support to corporations including AT&T, Verizon Wireless, Cox

communications, Puerto Rico & Hawaiian Telecoms & Comcast. Provided primary

field support for Gas and utilities corporations; PSE&G, PECO, Swisher

Intl' & Boeing Corp.

Created, modified, tested, and approved specific client' RFP encompassing

hardware, software and services.

. Managed, tested, and implemented Panasonic's Toughbook software &

hardware enhancements.

. Developed stop-gap solutions in field and drove product changes back to

engineering.

. Hosted weekly conference calls with clients' engineers to address

escalations, active issues and requests.

. Provided pre & post sales support and drove issues with sales,

warranty, and engineering groups in USA &

Japan.

. Travelled up to 100% to provide direct field engineering support to

pre-sales, customer engineering and support teams.

. Managed multiple IT projects, by monitoring progress, time and cost,

conducting regular project reviews and facilitating project teams to

achieve their assigned tasks and client specific requests-

Dell Inc., Round Rock, Texas July 2006 - March 2007

Test Analyst / Engineer - Product Group: Enterprise & Client System Test

. Conducted hardware and software testing on Dell pre-production servers,

desktops, and Laptops.

. Implemented test cases, to identify and isolate defects with

communication to development for resolution.

. Worked in vulnerability, penetration testing, and hardware sub-system

test engineering.

. Identified and escalated test execution requirements needs to project

leads.

. Analyzed all prototype systems, developing reports to document systems

vulnerabilities.

. Worked with test case management and product defect tracking systems.

. Developed, and executed detailed test plans manually, and via Mercury

web-based test engine - including load,

Regression and functional testing.

Unisys corporation, Austin, Texas December 2004 - June 2006

Technical Engineer - IT Managed Services

Managed and administered IT infrastructure for large corporate clients

supported by Unisys: Unilever Corp., New York Transit Authority, Rodale

Corp., Underwriters Laboratories, Port Authority of New York & New Jersey,

Merrill Lynch Corp., Lafarge Corp., LSG Sky chefs, Marriott Corp., and

Baxter Inc.

. Provided comprehensive remote and onsite support for domestic and

international customers including Tier-III support for LAN/WAN products,

Servers, Workstations and laptops. Managed creation of high-profile HATP

(High Availability Transaction Processing) solution, supervising

development teams working in multiple locations.

. Deployed and administered network printing, directory services, rights,

security, software and file sharing services.

. Recognized for outstanding quality of customer service with numerous

customer-support awards and personal commendation from clients.

. Created and managed remote and local network user accounts, user

environments, directories, and security for networks.

. Leveraged Remedy and Peregrine to ensure tracking of quality of service

defined by SLAs

Samsung Corporation (s.s.r.t), Seoul, South Korea March 2003 -

Sep 2004

Network Engineer - Osan A.F.B Development Team

. Designed and implemented customer call-center support procedures and

customer network design strategy for Engineering and technical support

teams.

. Administered and managed SDSL LAN attached to Cisco Infrastructure

connected to DSLAM WAN backbone. Designed and expanded LAN / WAN

infrastructure.

. Managed escalation tickets pertaining to Internet Service / Internet

connectivity issues.

. Engaged in joint operation with USAF 51st Communication Squadron in

creating and managing new network services, Lens adjustments, port

provisioning, WLAN mapping, site surveys, and service expansion agreements

Education and Credentials

Bachelor of Engineering in Computer Science (2003)

Osmania University - Andhra Pradesh, India

Russian Conversation, Speech and Grammar, ---University of Texas at Austin

(2006)

Professional Training and Certifications

Dell Certified Systems Expert (D.C.S.E)

Cisco Certified Network Associate, (CCNA)

COMPTIA A+, Network+, Server +, Security +

Microsoft Certified Professional (M.C.P XP PRO)

Microsoft Certified Desktop Support Technician: XP (MCDST: XP)

Microsoft Certified Systems Administrator: Security (MCSA 2003) + (MCSA

2003 Security)

Microsoft Certified Systems Engineer: Security (MCSE 2003) + (MCSE 2003

Security)

Language proficiency

Fluent in English, Hindi, and Urdu.

Advanced conversational skills of Russian.

Business knowledge of Arabic and Korean.

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