Technical Support Active Directory
Resume:
HANY WASSEF
Toronto, ON, M3H 0A1
647-***-**** *******@*******.***
HIGHLIGHTS OF SKILLS AND ABILITIES
Several years experience working with MS Windows Server 2003/2008, MS Exchange Server 2007-2010, MS SQL Server 2005-2008 and Active DirectoryOver 10 years working experience in the IT field coupled with customer service skillsMicrosoft Certified Professional - MCP, Microsoft Certified Systems Engineer - MCSE Operating Systems: Microsoft Windows 7, Vista, XP, Windows 2000 ProfessionalWorking knowledge of Windows Server 2008, 2003, 2000, Microsoft Office Suite, Active Directory, DOS, SQL, VOIP, Blackberry (BES), MS SQL Server 2005-2008, Meditech, HEAT, Magic, Remedy, Cat 5, Lotus Notes, pcAnywhere, SMS, Adobe, MS Visio, MS Project, Symantec Ghost, DNS, DHCP, TCP/IP, Deploy Studio, Network Security, Network components - routers, switches, modems, cabling Wireless Security, Excel Macros, Remote Desktop, MS Virtual Server, SharePoint and VPNPrinters: XEROX, Lexmark, HP, Canon and EpsonAPPLE/MAC Hardware and Software Support
EDUCATION & CREDENTIALS
Microsoft Certified Professional - MCP
Microsoft Certified Systems Engineer - MCSE
A+ Certification
Bachelor of Commerce – Accounting/Information technology
PROFESSIONAL EXPERIENCE
DESKTOP SUPPORT ANALYST October 2011 - Present
Enbridge Voith Hydro
Provided phone support, onsite support, email support and remote desktopInstalled and provided support of Network components - routers, switches, modems, cabling, etcProvided break/fix and IMAC - Installations, Moves, Add & Change requests and technical supportImaged, configured Windows 7, XP, Office Suite 2010 and deployed hundreds of workstationsUtilized Remedy ticketing system in resolution of incidents and requestsUtilized SQL, UNIX and Linux to provide support and troubleshooting
FIELD TECHNICIAN - SUPPORT SPECIALIST Sep 2010- Sep 2011
Dufferin-Peel Catholic School Board
Provided technical support to hundreds of MACs and PCsUtilized Apple Remote Desktop 3.2, including managing all the IMACs remotely, rolling out packages, software updates etc.Provided break/fix and IMAC - Installations, Moves, Add & Change requests and technical support for computers, laptops, printers, wireless and Microsoft outlook and SharePointInstalled and provided support of Network components - routers, switches, modems, cabling, etcInstalled, deployed and configured desktops, laptops, and Windows 7 and Mac images.Provided break/fix and IMAC - Installations, Moves, Add & Change requests and technical support for computers, laptops, printers, and Microsoft Office Suite
DESKTOP SUPPORT ANALYST, Direct Energy June 2010- Sep 2010 Provided phone support, onsite support, email support and remote technical supportInstalled and provided support of Network components - routers, switches, modems, cabling, etcProvided break/fix and IMAC - Installations, Moves, Add & Change requests and technical supportImaged, configured Windows 7, XP, MS Office Suites and deployed workstations for usersWrote applications run-manuals and procedures checklistsUtilized SQL,UNIX and Linux to provide support and troubleshooting
DESKTOP SUPPORT ANALYST, LCBO Jan 2009- May 2010Image, install and configure operating systems and software, using standard packagesDirected, managed, planned, imaged, configured and deployed hundreds of workstationsInstall and configure computers, monitors, network infrastructure and peripheralsProvide phone support, onsite support, email support and remote technical supportProvide APPLE/Macintosh Hardware and Software SupportProvide troubleshooting to Blackberry and Lotus NotesConfigure and troubleshoot MAC and MS Windows operating systems and MS Office SuitesProvide support to COMPAQ, HP, TOSHIBA, Panasonic, Lexmark and othersUtilized SQL,UNIX and Linux to provide support and troubleshooting
DESKTOP SUPPORT ANALYST June 2008-November 08
Rogers Media Television/City TV
Provided phone support, onsite support, email support and remote technical support Provided break/fix and IMAC - Installations, Moves, Add & Change requests and technical support for a wide range of IBM, HP and Dell desktop computers, laptops, printers, wireless and Microsoft outlook, MS Office Suite, Microsoft ExchangeProvided phone and onsite technical support for XP desktop computers, Active Directory, VPNUtilized SMS Server 2003 for troubleshooting and remote connectionUtilized Active Directory, created users in Active Directory and assigned permissions, user logins, domain access and password resets Imaged, configured and deployed workstations for hundreds of users
PC ANALYST - DESKTOP SUPPORT Jan 2008-May 2008
State Street Trust Mutual Fund/Stock
Managed, planned, imaged, configured and deployed 450 workstations and MS Office SuitesPlanned, executed, and finalized the project according to the strict deadlineProvided break/fix and IMAC - Installations, Moves, Add & Change requests and technical support for desktop computers and laptopsProvided phone support, onsite support, email support and remote technical supportPerformed backup and restored users dataMaintained active directory records and granted security permissions, and account set-upsProvided Macintosh Hardware and Software SupportUpdated inventory records, related documentation and SMS recordsUtilized ticketing system in resolution of incidents and requestsUtilized SQL,UNIX and Linux to provide support and troubleshooting
DESKSIDE SUPPORT TECHNICIAN May 2007-Jan 2008
IBM/AMEX
Interacted with customers via onsite, e-mail, remote connection and via phone providing technical support and problems solvingProvided break/fix and IMAC technical support for a wide range of IBM and Dell desktop computers, laptops, printers, wireless, Blackberry, Lotus Notes, antivirus and spywaresUtilized remote workstation management where possible such as Dameware and Net meetingProvided phone and onsite technical support for XP desktop computers, Active Directory, VPNUtilized Active Directory, created users in Active Directory and assigned permissions, user logins, domain access and password resets Installed and support of Network components (routers, switches, modems, cabling, etcImaged, configured and deployed hundreds of workstations for usersUtilized Excel and Access Database to record the inventory and all dataProvided APPLE/MAC Hardware, Office Suite and Software SupportUtilized Remedy ticketing system in resolution of incidents and requestsUtilized UNIX and Linux to provide support and troubleshooting
HELP DESK ANALYST Dec 2006-April 2007
HydroOne/Inergi
Provided phone and remote SMS technical support for XP desktop computers, Active Directory, Microsoft Exchange 2003, Office Suite, Outlook, created email IDs, VPN Remote Access and related computing infrastructure. Utilized Active Directory, user permissions, user logins, domain access and password resets Provided phone and onsite technical support for XP desktop computers, Active Directory, VPN Remote Access and related computing infrastructure. Provided phone support, onsite support, email support and remote technical supportUtilized SMS Server 2003 for troubleshooting and remote connectionUtilized Remedy ticketing system in resolution of incidents and requests
TECHNICAL SUPPORT ANALYST October 2004-Nov 2006
Dell - SITEL Corporation
Provided support to Windows 2000 Professional, Windows XP, Windows NT4, Windows 98/95, printers, wireless, Office Suites, blackberry, Lotus Notes, MS outlook, Microsoft Exchange, antivirus and spywares and all Dell productsProvided technical support via phone/email and resolves hundreds of customer’s technical problems in a professional and prompt mannerUtilized Remedy ticketing system in resolution of incidents and requests
TECHNICAL ADVISOR/SYSTEM ADMIN May 2003-Sep 2004
MDR Switch View Technologies Evaluated, recommended, implemented and supported new hardware, Operating Systems, and technical solutions to business problems with executive and upper managementProvided 24/7 technical support in a variety of areas including Windows 2000 Servers and Windows NT4 ServersEnsured all servers run efficiently and errors are addressedInstalled and provided support of Network components - routers, switches, modems, cabling Assisted in configuring, installing, and maintaining Microsoft Server 2000Granted security permissions, and account set-ups for all usersProvided troubleshooting to Windows XP, Windows NT4, Windows 98/95, HP and Lexmark printers, Office Suites
DESKSIDE SUPPORT/HELP DESK ANALYST May 2000-May 2003
CAA Central Ontario
Provided daily break/fix and help desk support (level 1, 2) to 400+ users in a Windows NT/2000 and XP environmentInstalled, supported and configured Windows 2000 Professional, Windows XP, Windows NT4 Workstation and standard desktop applications (Microsoft Office Suite, Adobe, GroupWise, Norton Antivirus) on Dell/Compaq/Acer/HP workstations and laptopsProvided phone support, onsite support, email support and remote technical supportWrote applications run-manuals and procedures checklistsUtilized Remedy ticketing system in resolution of incidents and requestsUtilized UNIX and Linux to provide support and troubleshooting
TEAM LEAD/TECHNICAL CONSULTANT Nov1990-May 2000
Advanced Computing Group
Provided technical guidance and assistance to the IT Development, Support Staff and other technical consultants and vendors Advanced Computing Group is a consulting firm with several large external clients Lead teams to design technical architectural solutions to meet outlined project requirements Assisted System Administrators and Technical Team members in resolution of incidents and requests Provided guidance on investigation/resolution of support issues to the team Awarded for my dedicated service and meeting tight deadlines with focus on quality Utilized UNIX to provide support and troubleshooting
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