Software Technician

**** ********* **. ******** *******, Il *****

PHONE: 630-***-**** . EMAIL: ************@*****.***

Wasif Shameem

Network and Systems Support Specialist

CCNA and MCP certified IT professional with over

seven years of progressive network, systems and

desktop support at corporate environments.

Experience working individually and in teams to

administer and troubleshoot enterprise IT

infrastructures.

Certifications and Technical proficiencies

Certifications: Cisco Certified Network Associate

(CCNA), Microsoft Certified Professional (MCP)

OS/Environment: Microsoft Windows Server

2008/2003/2000, Windows 7/Vista/XP/2000/98/95,

Active Directory, Workgroups, MS-DOS, Novell

Netware, Mac OS X/9, Unix

Software/Applications: Microsoft Sharepoint,

Office, Outlook, Lotus Notes, Blackberry Enterprise

Server, Citrix, SAP, Symantec Anti-Virus, Backup

Exec, Ghost, pcAnywhere, RealVNC, Dameware, Cisco

VPN, Checkpoint VPN, Trend-Micro Client-Server

Messaging, RSA Tokens

Hardware: Cisco Routers and Switches, Desktops and

Laptops including Dell, HP, and Lenovo, Printers,

Blackberries, PDA devices, Thin Clients, Raid

Controllers, Firewalls, POS Devices

Protocols: TCP/IP, DNS, DHCP, SMTP, SNMP, VoIP,

EIGRP, OSPF, RIPv2, Ethernet, Wireless IEEE 802.11

a/b/g/n, WPA/WPA2

Professional Experience

2010 to Present

IT Service Desk Rep II

Insight Technology Solutions

Answered incoming customer inquiries via telephone,

email and web chat related to system configuration,

hardware, password resets, security, desktop

applications and Blackberry administration on the

BES.

Diagnosed and resolved complex system hardware,

software, network, and operator issues for major

clients including 3M, GlaxoSmithKline, Tellabs,

Cancer Treatment Centers of America, and Red Roof

Inns.

Accurately prioritized, categorized and logged

calls for management reporting across several

ticketing systems including Remedy, Triactive and

Sales Force.

2006 to 2009

PC Support Technician

World Kitchen, LLC

Main point of contact for all technical issues for

employees in the corporate and remote offices.

Deployed PC images using Symantec Ghost.

Troubleshooted and resolved all hardware, software,

network and Blackberry issues over the phone, via

remote connection and at end user's desk.

Performed network backups using Symantec Backup

Exec.

Maintained and consistently updated asset inventory

database for all IT equipment including servers,

desktops, laptops, and peripherals.

2006

Xni Solutions, Inc.

IT Field Technician

Installed and configured Windows XP and Windows

Small Business Server 2000 and 2003 at SMB clients

across the Chicagoland area.

Diagnosed and upgraded computers and servers and

provided scheduled maintenance of client systems.

Worked with ISPs and hardware and software vendors

to resolve client technology issues.

2005

BP Products North America

POS Help Desk Advisor

Effectively troubleshooted and resolved Point of

Sale (POS) systems issues for customers at retail

sites across the country.

Resolved various issues across six different

proprietary hardware and software POS systems and

updated data in Siebel call tracking system.

Consistently met and exceeded departmental Key

Performance Indicators (KPI).

2002 to 2004

General Growth Properties

Help Desk Analyst

Worked with a team of ten co-workers in the help

desk to provide technical support to over 500

corporate and 3,000 remote end users.

Troubleshooted all hardware, software, network

connectivity, PDA, and Blackberry issues and

updated data in HEAT ticketing software.

Created and modified computer images for pc setups

using RIS. Configured 15 new computers and laptops

on average per week.

Education

1999 to 2001 University

of Illinois at Urbana-Champaign

Bachelor of Science degree in Community Health

2009 to 2010

MicroTrain Technologies

Cisco Certified Network Associate (CCNA), CCNA

Voice, and CCNA Security Boot Camp

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