Customer Service Sales

Dawar A Sherzoy

** ******* ******

Hillsdale, NJ 07642

Home: 201-***-****

Cell: 571-***-****

Email: *******@*****.***

Over 11 years experience wi th US a rmy intelligence services and 16 years of Help Desk,

T ech Support, Network Analyst, Computer Operations and Supe rvisory experience

d edicated to delivering outstanding customer service. Educated and energetic

p rofessional w i th exceptional analytical and people skills, Bilingual (fluent English, Da ri,

P ushto, Persian Fa rsi, U rdu, F rench). Skills include Exchange Server, Windows N T

Workstation and Server, Windows XP, SQL, VPN, SAP, I MS, EB IS, AS 400. Strong personal

e thics and integrity. Convey a professional image of honesty and concern for our

c ustomers' needs. Work well under pressure and deadlines. Willing to work weekends, all

shifts and

O vertime. Excellent communicator seeking a challenging position utilizing cur rent skills

a nd abilities

E xperiences

AECOM

Atmospherics Analyst: Active secret clearance 12/2011 –

01/2013

• Managing sources outside the base for collection of data, analysis of data, cultural

advisor, training sources, and historical analysis of data and translation of information received

from the sources.

DOD/DA Civilian

General Military Intelligence: TRADOC-G2 9/2009-

10/2011

• Classified DOD/DA Secret clearance (Deployed to Afghanistan FOB Fenty, FOB

Shankand and FOB Marmal), Cultural advisor, Religious advisor, Research design, data

collection and analysis for RC east and RC north.

Human terrain Analyst

CLI Solutions Tampa FL (Contracted to DOD) 6/2009-

9/2009

• Helping the Department of Defense with means by which combat forces could

overcome the gap of cultural knowledge in the theaters of operations.

eDiscovery /eDDS

Merck & Co. In. Rahway, NJ 5/2007-

1/2009

• Supervising a team of 20 individuals.

• Maintaining active directory with (Resetting password or adding customers) for eData

recovery and retention.

• Provide technical support for software, hardware and network problem resolution to all IT

customers and guiding users through step-by-step resolution.

• Assist customer with e-mail, Microsoft office, upgrade and other software issues

• Troubleshooting and replacing PC and Laptop hardware (Motherboard, power supply, Fan,

NIC and LCD screen)

• Monitor the network escalate problems, help customer with remote connectivity (VPN, RAS)

reset password, set daily backups

• Performed Complex retention and collection of custodial eData using Ghost 12 & 14 and

Quest Reporter and in-trust.

• Making exact forensic copy of HD to a Blue-Ray, DVD, CD or USB

• Build\deploy hardware\software on Windows XP workstation

• Manage deliverables associated with project by prioritizing, tracking, and completing

assigned tasks

• Troubleshoot assigned tickets to determine if issue can be resolved or determine

appropriate group to escalation

• Create reports of all daily activities to Merck legal and Merck upper managements.

Service / Sales 5/2004 –

5/2007

CompUSA, Totowa, NJ

• Service and sales of computers, software and related technologies

• Troubleshooting and replacing PC and Laptop hardware (Motherboard, power supply,

Fan, NIC and LCD screen)

• Removing viruses, backing the hard drive, restoring to factory setting, building new PC

for customers, fixing printers and fax

Network Support 4/2003 -

4/2004

Dr. Ali Ahmad, St. Josephs Hospital, Yonkers, NY

• Supported office network, desktops and software, monitoring the website, up grading the

PC and laptops, taking care of printers and fax machines.

• Echocardiogram, nuclear stress test

Linguist 2/2003 -

4/2003

Titan Corporation, Fairfax, VA

• Served as Linguist for Military Intelligence services during Operation Enduring Freedom.

Senior Help Desk Analyst 8/1997 -

2/2002

IBM Global Service (contracted to Cable & Wireless), Vienna, VA

• Provide help desk support for desktops, laptops, and palm devices

• Remote access, VPN, RAS, Outlook, Exchange severs, all MS Office products (MOUS

& MCSE), mainframes, modem configurations, mobile computing, DNS, WINS, and TCP/IP

troubleshooting in a 24 x 7 call center (100% phone support).

• Utilized Remedy for tracking problem tickets and Tivoli for secure access control across

all IBM global network and SSO, IMS, SAP and ACT.

• Windows NT, 98, 2000, and XP support and configuration, Lotus Note support

• Reset passwords, added new users in active directory.

• Monitored and troubleshot network; coordinated all IBM Global services and Network

Outages

• HP, Compaq, IBM mainframe, AS400, and VAX sever support and monitoring.

• Maintenance and support of routers and switches

• Responsible for sales, troubleshooting, monitoring and analysis of data traffic

• Investigated problems with X.25, SMS, DMS, UPC, SST, and SPC link failures.

• Monitored, investigated, and reconciled issues associated with links failures.

• Monitored password maintenance and troubleshooting of LAN, AS400 and UNIX

LaCorp, Herndon, VA: 5/1992 -

1/1998

• Managed 12 employees in Immunoassay Department (payroll, vacation, annual review

and interviewing new staff). Training of the new employees. Quality control of testing and

transfer of results to doctor and clients via Internet. Maintenance of ACS180, Axiom, Mega

flex, AU5000 super coulter. Performed tests on specimens and phlebotomy.

Save the Children, Islamabad, Pakistan: 11/1991 -

2/1992

• Supervised vaccination of children and mothers in refuge camps.

International Red Cross, Peshawar, Pakistan: 1/1990 -

11/1919

• Use of T.B vaccine on new and old patients and documentation of results for future

studies

Residence, Mayo Hospital, Lahore, Pakistan: 9/1987 -

7/1989

• Direct patient care.

Education and Credentials

A+ Certification 1999

MCSE Certification 2002

Various Medical Software Applications - LabCorp, Herndon, VA 1994 -1996

ACS180; Software Application and Troubleshooting - Ciba Corning, Boston, MA 1995 - 1996

Axiom Medical Software Application - Abbot, FL 1997 - 1997

M.B.B.S. - Doctor of Medicine

Punjab University, King Edward Medical College, Pakistan 1987

B.S. - Mathematics and Physics Major

Kabul University, Afghanistan 1982

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