Engineer Service
Resume:
SHAKEEL DANIYAL
**************@*****.***
OBJECTIVE
Dynamic, Extroverted, High Achieving Computer Engineer seeks to obtain a
mid to upper level position using Computer Design and Development skills
that will challenge and utilize skills and experience.
EDUCATION
The City College, City University of New York 1996
Master's in Computer Engineering
Osmania University, India 1991
Bachelor's in Electronics & Communications Eng.
CERTIFICATIONS / TRAINING
. ITIL Foundations - V3
. ITIL Practitioner - Service Desk, Incident and Problem Management
. System Center Configuration Manager 2007
. VMWare Infrastructure : Install and Configure VMWare V3.5
. Microsoft Certified Systems Engineer (MCSE)
. Cisco Certified Network Associate (CCNA)
. Novell GroupWise 7.0 Administration
. Compaq Accredited Systems Engineer (ASE)
. A+ Certification (A+)
CURRENT EXPERIENCE
New York City Health and Hospitals Corporation (NYCHHC) 08/2003 -
Present
Senior Consultant / M I S
Service Desk - Senior Support Analyst (NYCHHC)
Facilitate Problem/Call Resolution: Collect and gather the necessary
information in order to troubleshoot and resolve IT related issues. Provide
first tier support for all supported applications and services. Provide
necessary escalation to 2nd and 3rd level support to resolve issues. Ensure
all customer calls are closed to customer's satisfaction. All calls are
handled promptly, courteously, accurately and that they are satisfactorily
resolved or assigned to the appropriate second level IT groups within the
established time frames for each type of problem.
Corporate Account Management Team (NYCHHC) 01/2009 - 08/2009
Responsible for Creating Corporate Network Users Accounts, Internet,
WebTerm and Remote Secure Access Accounts, GroupWise Mailboxes.
Administering Windows 2003 Servers, administering Windows Clusters,
Scripting, Active Directory, Blackberry, SAN, VMWare. Daily operations
related to the management and maintenance of the Corporate infrastructure
in the production environment to include:
Maintenance of remote access tools; Resolving reported user issues related
to remote access solutions, Interfacing with customer staff on user related
issues, as well as proposing and implementing solutions to immediate issues
impacting users;
Monitoring of Remote Access services to ensure the highest possible levels
of service availability, Responding with urgency to system outages in a
manner that will return service to users as soon as possible and minimize
impact to service level agreements. Task based activities for the
development and management of remote access infrastructure, researching and
preparing recommendations for improved management and maintenance of
corporate infrastructure, Prepare technical documentation (SOPs,
architectural diagrams, etc.) to support projects and infrastructure
improvements.
Consolidated Service Desk - Team Lead (NYCHHC) 01/2008 -
12/2008
Was TEAM LEADER in the Data Center Operations and Consolidation Project at
New York City Health and Hospitals Corporation (NYCHHC), focusing on the
consolidation and transition of the New Enterprise Service Desk. Actively
led the Service Desk Team in the Pre-Pilot and Pilot stages of the Project.
Documented current state by gathering data from all Networks / facilities
at NYCHHC to ensure successful roll-out of the Service Desk. Worked in
partnership with the Project Managers, HelpDesk Directors, Remedy Analysts
and others in the Data Center Operations team to plan the merger,
transition and roll-out of the new Consolidated Enterprise Service Desk.
Created and Modified ITIL processes for Incident Management. Worked with
the Remedy Analyst and tested applications to ensure the BMC Remedy Service
Desk tool was correctly populated with Service Desk requirements. Worked
with Level-2 and Level-3 support teams to establish a consistent process in
their communication with the Service Desk, including establishing OLA's
(Operating Level Agreements) where applicable.
Corporate Account Management Team (NYCHHC) 05/2005 - 12/2007
Responsible for Creating Corporate Network Users Accounts, Internet,
WebTerm and Remote Secure Access Accounts, GroupWise Mailboxes.
Administering Windows 2003 Servers, administering Windows Clusters,
Scripting, Active Directory, Blackberry, SAN, VMWare. Daily operations
related to the management and maintenance of the Corporate infrastructure
in the production environment included:
Maintenance of remote access tools, Resolving reported user issues related
to remote access solutions, Interfacing with customer staff on user related
issues, as well as proposing and implementing solutions to immediate issues
impacting users, Monitoring of Remote Access services to ensure the highest
possible levels of service availability, Responding with urgency to system
outages in a manner that will return service to users as soon as possible
and minimize impact to service level agreements. Task based activities for
the development and management of remote access infrastructure, researching
and preparing recommendations for improved management and maintenance of
corporate infrastructure, Prepare technical documentation (SOPs,
architectural diagrams, etc.) to support projects and infrastructure
improvements.
BlackBerry Administrator (NYCHHC) 08/2004 -
05/2005
Create, activate, and maintain user accounts. Test, and implement new
deployment plans. Test and evaluate new devices. Install/configure desktop
applications supporting Blackberry capabilities. Install and configure
handset applications and OS upgrades/patches. Maintain process/procedure
documentation. Perform routine server maintenance/administration. Maintain
service availability/reliability. Interact with wireless service providers
for service & support. Repair/maintain customer equipment. Setting up new
servers and performing general server administration work.
HelpDesk Technician (NYCHHC) 08/2003 - 07/2004
Facilitate Problem/Call Resolution: Collect and gather the necessary
information in order to troubleshoot and resolve IT related issues. Provide
first tier support for all supported applications and services. Provide
necessary escalation to 2nd and 3rd level support to resolve issues.
WORK HISTORY
Integrated Strategies and Support 9/98 - 7/03
SYSTEMS ENGINEER
Responsibilities included Managing and Supporting Windows NT 4.0/2000
Servers, Microsoft Exchange Server 5.x/2000, Windows 95/98 and Windows NT
4.0/2000 Workstations. Improved and Extended LAN infrastructure including
cabling and installation of Hubs, Routers, Bridges, Switches, ISDN lines,
Frame Relay, DSL Routers, FT1/T1. Installation and Administration of
Windows NT Server, SMS, Active Directory, Software Delivery, Scripting and
Packaging, Office 2000 Suite, Virus Protection. Completed Rollouts and
Migrations in Complex Environments including mobile and wireless devices.
Software setup of application packages on Server & Workstation. Evaluated
and tested new software and hardware. Created detailed documentation for
each site or department.
Emmes Asset Management Corp. 4/97 - 9/98
SYSTEMS ANALYST
Responsibilities included Managing and Supporting Windows NT 3.51/4.0
Servers, Microsoft Exchange Server 5.0, FileMaker Pro Server, QuickMail
Server. Improved and Extended LAN infrastructure including cabling and
installation of Hubs, Routers, LanRover, ISDN Modems to follow for future
growth and support of up to 50 users in-house and remote sites. Resolving
network performance issues both local and global. Work as a liaison between
on site / remote customers and LAN administrators. Installation and
Administration of Windows NT Server, which includes creating users &
groups, assigning rights, network printing. Completed Rollouts and
Migrations of Windows 95 and Windows NT 4.0 Workstations. Software setup of
application packages on Server & Workstation. Evaluated and tested new
software and hardware. Created detailed documentation for each site or
department.
Compucom Systems 9/96 - 4/97
NETWORK ENGINEER
Responsibilities include Installation and Administration of Novell NetWare
&Windows NT Server, which includes creating users & groups, assigning
rights, network printing. Performed On-Site & Field Service Calls for
Compucom clients. Completed Rollouts and Migrations of DOS/Windows to
Windows 95 and Windows NT 4.0 Workstations. Installation and
Troubleshooting of Rumba for Mainframe connections. Communication Manager,
DB2 for OS/2 systems. Software setup of application packages on Server &
Workstation. Hardware installation and troubleshooting of IBM & Compatible
Desktop and Notebook Computers. Performed Helpdesk calls & help customers
on phones. Clients include Fortune 500 companies, Security & Investment
Firms, Financial Institutions, Business Establishments, Government Offices,
Hospitals, & etc.
Centurian Tech. Systems 5/95 - 9/96
SYSTEM ADMINISTRATOR
Responsibilities include Installation and Administration of Novell NetWare
& Windows NT Server, which includes creating users & groups, assigning
rights, network printing. Software setup of application packages on Server
& Workstation. Hardware installation and troubleshooting of IBM &
Compatible Desktop and Notebook Computers. Installation of Fax/Modem,
Network Cards, Multimedia Systems on Workstation/Clients and configuring
them for optimum memory usage. Configuring and Troubleshooting of Local and
Network Printers.
Yedsonic Inc. 12/92 - 5/95
COMPUTER SERVICE ENGINEER
Responsibilities include Assembling and Troubleshooting of 386 & 486
Computers. Evaluation and Testing of Computers and Peripherals. Helping
Customers on Hardware and Software problems on phone. In-Charge of RMA
department. Assisting Supervisor in Inventory Control.
REFERENCES
Furnished upon request
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