Manager Customer Service

SYED RASHID

********@*****.***

Cell: 647-***-****

Highlights of Skills and Qualifications

• Hand on experience in Diagnostics; Software Installation; Hardware Installation with

PC/Windows 2003,XP,7, MS Office 2003/2007, Windows Server and Active Directory

• Troubleshooting capabilities in the following departments of Desktop, Laptops, Networks,

Server, User configurations

• Comprehensive knowledge in LAN/TCP/IP protocols, Internet and Black Berry Email handling

• Microsoft System Center Configuration Manager (SCCM) deployment on various

environments

• Experienced with the assets management different Tean and Technology with Active

Directory,desktop Application support,MS Office,exchange Server,outlook,VMWare,printer

• Experience in all areas of client data support, including system design and implementation

• Able to develop long-term relationships

• Customer-focused, results-oriented and collaborative leader with ability to interface across

multiple departments for cost-effective management of high-level projects.

• Superior communication skills, including strong presentation and writing abilities.

Professional Experience

Gresham Computing (Contract) Mississauga (03/13 – 06/13)

IT Desktop Support Analyst

• Provide support to clients, Windows, Networking software, Networking hardware, Image editing

software

• Support and maintained technical assistance in migration of client computer systems from

Windows vista to Windows 7 platforms.

• Map network printers, install applications and manage a nightly deployment list. Act as hands and

feet for project team to assess and resolve any issues to complete migrations

• Familiar with OS platforms and administrative functionalities

• Able to map network drives, add systems to domain, locates files, and troubleshoot associated

issues.

• Experienced in install memory, software applications, drivers, and printers.

• Maintained to follow procedures with little to no immediate supervision.

• Responsible for maintain troubleshoot all Dell Servers, Citrix Servers, VMWare and Microsoft

Virtual server

• Manages adds, changes and deletions of users to systems, networks, applications, voice services

and database

• Working knowledge with ITIL methodologies and implementations

• MS Exchange 2003 Upgrade from Dell 1650 Server Platform to 2850 Server.

• Troubleshoot, Setup and configured Dell MD3000 SANs to work with VMware ESX servers.

• Troubleshoot and resolved problems on MS Exchange, MS windows XP, MS Office 2003,

Advance Server 2003,2008 and Active Directory

• LAN/WAN,routers,switches,Outlook,QA,troubleshooting,Cisco,TCP/IP multiple operationg system

• Patched, maintained entire IT infrastructure to make sure services are available to users.

• Implement/Configure and maintain desk side support services installing and troubleshooting of

hardware, software and network related issues

• Support Citrix XP. Support 100+ Remote Users. Packaged New updated Application software

• Successfully distribute packages using existing SCCM environments

• Worked in installation and configuration of Windows Operating systems and use Ghost and RAS

server to restore images on PCs

TD Canada Trust Toronto, Ontario (04/12-06/13)

IT Analyst

• Provide servers supports and configure hardware, client systems, peripherals, services, settings,

directories, storage. in accordance with standards

• Support and maintained technical assistance in migration of client computer systems from

Windows vista to Windows 7 platforms.

• Map network printers, install applications and manage a nightly deployment list. Act as hands and

feet for project team to assess and resolve any issues to complete migrations

• Familiar with OS platforms and administrative functionalities

• Able to map network drives, add systems to domain, locates files, and troubleshoot associated

issues.

• Experienced in install memory, software applications, drivers, and printers.

• Maintained to follow procedures with little to no immediate supervision.

• Support replacement migrations by installing new keyboard, mouse, docking stations, power

supplies and run cabling

• LAN/WAN, Active Directory,desktop Application support,MS Office,exchange

Server,outlook,VMWare,printer,routers,switches,Testing,QA,troubleshooting,Cisco,TCP/IP

multiple operationg system

• Strong background in Projects, system administration, Networks,Storage, Blackberry BES, Active

Directory,VMware vSphere Windows and Linux Server Management

• Server and Exchange Servers- Training on Double-Take Software products

• Troubleshoot, Setup and configured Dell MD3000 SANs to work with VMware ESX servers.

• Tested and standard Windows security updates and service packs for deployment

• Implemented security policies involving VPN solution

• Deploying hardware based applications using Transforms (MST,MSI and installer silent switches

• Created data synchronization jobs to ensure converted data integrity using Platespin and Double

Take migration on all SQL servers

• Experience with ITIL related processes and best practices

HP Canada Toronto, Ontario (03/10-03/12)

Technical Site Support Analyst

• Monitors, troubleshoots and maintains of Desktop technologies, Package Testing(Operating

System, Windows, Remote access

• Support and maintained technical assistance in migration of client computer systems from

Windows vista to Windows 7 platforms.

• Map network printers, install applications and manage a nightly deployment list. Act as hands and

feet for project team to assess and resolve any issues to complete migrations

• Familiar with OS platforms and administrative functionalities

• Able to map network drives, add systems to domain, locates files, and troubleshoot associated

issues.

• Experienced in install memory, software applications, drivers, and printers.

• Maintained to follow procedures with little to no immediate supervision.

• Support replacement migrations by installing new keyboard, mouse, docking stations, power

supplies and run cabling virtual machine

• LAN/WAN,routers,switches,Testing,QA,troubleshooting,Cisco,TCP/IP multiple operationg system

Ensured data integrity and performed synchronization using Double Take migration

• Experienced in upgrading, installing and maintaining network devices

• Provide hardware certification for six Windows 7 images such as driver Resolve technical issues

surrounding Windows 7,XP,Vista, Windows 2000 Professional, MS Office, Mac, e-mail.

• Microsoft SCCM package creation and task sequence advertisements

• Resolution by reviewing open trouble tickets, updating tickets with current information

• Responsible for Configure, install and test the blackberry enterprise servers and implementing

Blackberry BES User Account Management and activation

• Perform backup, restore responsibilities and Network support for centralized teams

• Install, configure and upgrade (IMAC) of Access Devices: Personal Computers( Desktops,

Laptops, tablets) printers and related peripherals

• Performs and/or oversees software and application installations and upgrades on servers and

desktops/laptops

• Strong background in Projects, system administration, Networks,Storage, Blackberry BES, Active

Directory,VMware vSphere Windows and Linux Server Management

• Perform monthly reporting requirements (inventory, request tracking and configuration)

Unilever Canada (Contract) Toronto, Ontario (02/09-02/10)

Desktop Support Analyst

• Install/relocate/repair desktop hardware and software

• Provide second/three level solutions and refer other more complex cases to second level support,

according to the established procedure.

• Maintain network (LAN, WAN, Wireless, VOIP) and network equipment (switches and routers

• Managed Video LAN on switches and VPN

• Experienced Maintenance and troubleshooting of Citrix Server farm running 80+ Windows

servers

• LAN/WAN,routers,switches,Testing,QA,troubleshooting,Cisco,TCP/IP multiple operationg system

• Provide software certification for six Windows 7 images such as testing

• User administration (setup and maintaining account)

• Support experience in administration of Oracle Databases

• Experienced utilizing data and settings migration, imaging, Software application installation

• Provide local and remote desktop support for corporate headquarters

• Provide advice and training to end users in response to identified difficulties

• Supporting clients with hardware and operation systems support

• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.

Configure / add new services as necessary

• Assist the different teams PC/Laptop, Active Directory pplication support,MS Office,exchange

Server,outlook,VMWare.

• Support PC, Laptops, Tablets IMAC (installs, moves, add, changes)

• Respond with internal support resources to follow-up and update ticket status

• Coordinate third part vendors to resolve problems, as required

• Experienced in installing software,patch, updates on desktop laptops and servers

• Installation and upgrade of Tivoli Data Protection (TDP), Tivoli Storage Manager for SAN, and

NDMP for Network Attached Storage (NAS)

• Contributing party for license management and end user Service teams weekly metrics

• Daily updated the server database and kept necessary backups

IBM Canada (Contract) Markham, Ontario (03/07-01/09)

Desktop Support

• Provide onside desktop support of Windows XP Pro, Vista installation, configuration and

maintenance

• Provide 24/7 first level and second level customer service (support) to users concerning problems

related to computers, printers, software and applications used in the organization

• Assist the different teams PC/Laptop, Active Directory pplication support,MS Office,exchange

Server,outlook,VMWare.

• Identified and resolved issues involving configurations and connectivity

• Packaged and deployed a wide range of scripts and utilities to enterprise desktops

• Demonstrated ability to share technical strengths and identify/improve any weaknesses

• Separate and identify the source of issues -Strong problem-solving and trouble-shooting skills

• Excellent communication and interpersonal skills with customers & peers

• Install, maintain & monitor Citrix Server making sure they are up-to-date with latest rollup hot fix

and service packs as well server 2003,2008 update

• Experience in servicing/deploying computer equipment.

• Manage Windows file server, Active Directory, WINS, DHCP, DNS & storage servers, SQL 2005

Server and Exchange Servers

• Perform of personal computer hardware installation and configuration

• Installation and upgrade of Tivoli Data Protection (TDP), Tivoli Storage Manager for SAN, and

NDMP for Network Attached Storage (NAS)

• Ensures all time and work effort for incidents and tasks are recorded in the ticketing system

• knowledge of VPN,MS Office Applications and Ethernet network topology and TCP/IP

• Install and maintain virus protection software and virus definitions. Execute user account

management -- add, delete, and changes. Install Citrix Client as mandatory updates for new

image build rollouts.

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server

resources, systems and key processes, reviewing system and application logs, and verifying

completion of scheduled jobs such as backups

Education, Certifications & Training

• B. Sc. (Computer Science)

Preston University& Technology

• Microsoft Certified Systems Engineer (MCSE, MCP)

• Cisco Certified Network Associate (CCNA)

T EC H N ICAL PROF I L E

• Operating Systems /Hypervisors: Windows NT4.0/ 2000/2003/2008/R2 servers, Red Hat Linux/

SCO Unix, Windows 95/98/NT4/2000/XP/Vista/7, Novell 4.11 and 6.0, VMware 3.5/ vSphere 4.1

and MS HyperV.

• Servers/Hardware: Dell PowerEdge Servers, IBM x Series Servers, HP/Compaq Proliant

Servers, Toshiba, Dell & IBM desktop and laptops.

• Application Software: SMS 2003, SCCM 2007, MS Exchange 2003 /2007/2010, BlackBerry

Enterprise Server, WSFTP server MS Outlook, Compaq Insight Manager, Dell OpenManage

Server Administrator, MS Office 2003/2007, Norton Ghost, Citrix XenApp 5/6, McAfee/Norton

Anti-Virus, PCAnyWhere, Veritas Backup Exec 8.6/9.1/11d, MS-Backup, Symantec Storage Exec

5.3/5.5, McAfee /TrackIT/ CA ServiceDesk helpdesk/ticketing, Quest Password Manager etc.

• Protocols & Technology : TCP/IP, DHCP, DNS, WINS, IIS, WSUS, Active Directory, ADLDS,

SMTP, Terminal Services/RDS, Group Policies, HP ILO, Dell DRAC, IBM IMM, ITM 6.x and ITM

5.x

• Management skills – Data Center Management, Customer Support Manager,,Vendor Manager,

Vendor Compliance, Technical Support Manager, Procurement Manager, Outsourcing Manager,

Systems Services Manager, wireless technology, Facilities Management, Disaster Recovery,

Asset Management, Contract negotiation, and Configuration Management Database

Contact this candidate