Software Manager

S HAHAB MUSHTAQ

abmpcs@r.postjobfree.com **** W Courtland St,

Cell: 309-***-**** Peoria, IL 61615

SUMMARY

Core Competencies Industries

Technical Support Customer Process improvement Insurance

Service

Change management Technical writing Incident management Manufacturing

Systems Analysis Testing System Administration

Soft Skills

Verbal/Written Communications Analysis and Research Change Agility

Detail Oriented Problem Solving Skills Team player

1.

2. EXPERIENCE

Jan 1999 – Present Technisource – Normal, IL

June 2003 – Present Large Insurance company in Bloomington, IL

2nd level support for the rollout and implementation of the Enterprise Workstation Release and Agency

Workstation Release: rollout of corporate software updates to 90,000+ clients via SCCM and CD based install

(Agency, Corporate and Field offices)

Operations Incident Management

Specialist

o Incident management via HP Service Desk, Service Manager and Lotus Notes database

June 2003 –

Technical Support

Present

o Troubleshoot software installation and upgrade problems:

o Rollout of WinXP service packs and security patches

o MS Office upgrades: Office 2003 to 2007. Planned upgrade to 2010

o Enterprise upgrade from WinNT 4.0 to WinXP, planned upgrade to Win7

o IE 6 to IE 7 upgrade

o Troubleshoot client connectivity and SCCM issues

o Remote troubleshooting and installs via NetOP Remote Control for corporate, regional, agency

field offices, and home based installs

Testing

o Serve as test user for early adoption of software such as Office 2007 and IE 8

o Document, analyze, and test programs based on/related to user design specifications

o Testing install script on all approved client hardware platforms, documenting defects

Provide technical consultation and assistance in development of automation tools and status reporting tools

Training new team members and documenting problem resolution for knowledge sharing

Actively involved in providing feedback for process improvement

Systems Administrator System Administration

Sept 2001 – o 24x7 support for a network of over 500 WinNT 4.0 and Win2k servers at Caterpillar Inc. corporate

May 2003 data center and remote facilities

o Monitor operating system performance related troubleshooting of memory related issues, CPU

usage, disk performance, etc. through tools such as Perfmon and NetIQ

o Application performance related troubleshooting (Domino, SQL, Backups, etc)

o Manage 1,000 + network printers (HP/Xerox/Lexmark) and print servers (Win2k and WinNT 4) on

Corporate LAN

o LAN account administration for over 5,000 users

o Implement security policies, apply security patches, manage anti-virus activity via Symantec Anti-

Virus

o Configure and schedule backup software on client servers and perform file restores in local and

remote offices using Veritas NetBackup and BackupExec

Technical Support

o Configure and deploy new servers from multiple hardware vendors

o Software (OS and Application) and basic hardware support on all supported servers

o Troubleshooting DHCP, DNS, and WINS related issues, resolve domain trust issues

o Server Disk Management - Direct attached disk arrays, SAN(EMC Symmetrix & Clariion), and

NAS: Net Appliance Filers

Systems Analysis

o Identification of improvement opportunities in both the hardware/software environment and in

operational processes

o Planning and implementing hardware and software upgrades

o Supported business resumption and disaster recovery plans for enterprise servers

Test and implement new technologies to improve the reliability, robustness, and security of supported

servers

Create and update system and procedural documentation on company intranet

Systems Analyst Technical Support

o 24x7 2nd Level Desktop Support at Caterpillar Inc. for approximately 5,000 users in local and remote

Jan 2000 –

offices

Sep 2001

o Proactively resolve rollout install issues

o Responsible for troubleshooting, configuring, and installing operating systems including Win 95, WinNT

4.0, and Win2k

o Software and hardware installation and configuration (network and disk based)

o Assist customers with problem resolution with pc hardware and software issues

o Resolve desktop and printer issues

o Resolve network connectivity issues

o Migration of users and computers from Win95 and WinNT 4 to Win2k

Technical Writing

o Support web based documentation on a variety of software packages

o Maintaining documentation on current processes

Determination of trends in problem resolution, participate in root cause analysis

Research into new technologies as well as solutions for unknown problems

Train new team members and support personnel in other support groups

1st level support on PC/LAN software, mainframe, and hardware issues for at the Office Information Systems

Helpdesk Analyst

Helpdesk at Caterpillar Inc. for customers all over the world.

Jan 1999 –

Trained new employees on software and company procedures.

Jan 2000

Created and published support documentation for applications on Helpdesk website.

Responsible for handling communications of outage situations on company wide basis

3. TECHNICAL EXPERIENCE

Operating Systems

Microsoft Client OS: Win 95 to Windows 7- Microsoft Server OS: WinNT 4.0 and Win2k

Security Software

Symantec Anti-virus- Symantec Client Firewall

System Management Software

SCCM IBM Director NetIQ

HP Insight Manager NetOP Remote Control PC Anywhere

Storage Platforms

EMC Symmetrix and Clariion IBM tape systems Veritas NetBackup

Net Appliance NetFilers IBM & HP Disk Arrays BackupExec

EDUCATION Bachelor of Arts – History, June 1997, Knox College, Galesburg, IL

Certifications: CompTIA Security+™ Certification

4.

5. REFERENCES AVAILABLE ON REQUEST

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