Customer Service Engineer
Resume:
Abdulgafoor Naza
******@*****.***
SUMMARY
A highly motivated professional with 12 + years of customer service and hands on experience in
networking and desktop hardware/software support. Experienced in technical support up to 4000 + users
in mission-critical environments. A confident, self-directed, and team-spirited individual with an ability to
work in fast-paced environments with a diverse and challenging customer base.
Bilingual – speak, read and write four sub-continent languages. Status: US Citizen
EDUCATION
• PMP – Villanova University
• Information Security – Villanova University
• Oracle Financial 11i - Amfa Soft, Fremont, CA
• Network Technician - Silicon Valley College, Fremont, CA
• Completed Network Technician Certification Program, ( CCNA) S.V. College, Fremont, CA
• Systems Administration – Master Institute of Technology, San Jose, CA
• Bachelor’s Degree – University of Mumbai, India
TECHNICAL EXPERTISE
Platforms: Windows 9x/NT/2000/XP/Vista/Windows7, Novell 4.x/5.0, Linux, DOS
Networking: TCP/IP, DNS, IPX/SPX, DHCP, Frame Relay, SMNP, Token Ring, FDDI
Software: Office 97/2000/ 2003/ 2007, SAP, Reflection, PeopleSoft, Lotus Notes 3.4/5.0/6.1/7.0,
Outlook 03/07, Carbon Copy, Net Meeting, Volo View, MOSS 2007 / Share Point 2010,
Mechanical Desktop, Remedy, Phone Win Meridian, Rumba, Maximo, Wonder Ware,
Call Part, Kanban, Map tools, Citrix, SQL 2005, RSLogix, RIMS, LenelGuard, Cognos,
Service Center Peregrine, VERITAS Backups, Peregrine Service Center, McAfee, Oracle
10g, Oracle Financial 11i, PeopleSoft HR/Manufacturing/Financial, Norton Ghost.
Hardware: Dell, IBM, HP/Compaq, Toshiba Laptops/PC’s/Servers, HP Jet Direct Printer,
Zebra Printers, Tally Genicom, Canon MFP, Symbols Scanners, Cisco Router, Hubs
ERP: Oracle Financial 11i – GL, AR, AP, SA, AOL
Tech /Tools : Java Script, SQL, Selenium, Eclipse, HP QTP and Quality Center
PROFESSIONAL EXPERIENCE
Matson Navigation, Hayward, CA 7/11 – 12/12
Junior Systems Administrator
Managed new hire / intern process to deploy hardware, software, mobile needs etc
• Coordinate with outside vendor to organized video conference for multi sites, executives and
other team members
• Provided complete working solution via phone, email, VPN, Join me and in person at internal site
• Analyzed and isolated hardware and software issues on VMware and Microsoft environment
• Created and setup user's network account using AD and Outlook email accounts
• Supported Synapse for WMS and provided training to end users
• Built images for new hardware and using ghost to deploy them
• Processed RMA and decommissioned unused hardware
• Supported Mac users, rebuild, backup and Install OS Leopard/Snow Leopard
• Supported QA /QC team to setup and configure servers
• Used Altiris for patches and software deployment
• Installed, configured and setup software, desktops, thin client and smart phones
• Worked with other team members to establish multi-tier support for IT infrastructure, Operations
and Management
• Completed VPN project, domain migration and SSO project
• Responsible for managing installation, configuration and supporting remote and local sites
through telephone, VPN connection and desk side visits
INVIZHN LEAN CONSULTING San Jose, CA 3/11 - 6/11
Lean Six Sigma (Consultant)
• Project Lead applying DMAIC Methodology to a Machine Shop Client to improve productivity
• Improved Quality from 1.5 Sigma Score to 2.8 Sigma Score
• Reduced Lead time of product delivery by 50% for improved Customer Satisfaction
• Reduced Cost of Network billing by 50%
NUMMI – TOYOTA / GENERAL MOTORS, Fremont, CA 2/08 - 10/10
Desktop Support Engineer
• Oversaw all process and tools required to deliver services in scope both remotely and onsite.
• Worked with the SharePoint team as first line of support to end users as it related to training,
trouble shooting, setting and managing end users My Site Page.
• Led several software/hardware upgrades and migration
• Worked closely with server administration team to complete Active Directory Migration
• Maintained, configured and troubleshot mission critical production equipment
• Resolved network connectivity issues, disk space and memory errors
• Developed and supported 4000 workstation deployment
• Managed and successfully rolled out PeopleSoft HR/Financial/ Manufacturing upgrade
• Administered Windows Active Directory to set up 2000+ user and group accounts, network file
and print sharing and to manage 3000+ working assets
• Worked with team members to ensure plan and identified solution to meet customer expectation
• Installed security patches, Norton, AVG and TrendMicro Anti Virus packages
• Built images for new desktop/laptops models using Ghost
• Used Remedy to track incidents and met service level agreement (SLA) of 99.99%
ERG TRANSIT – Concord, CA 11/07 -12/07
Refresh Technician (Contract – Robert Half Technology)
• Responsible for re-build of new systems for 300 end users, imaging laptops, creating users
account, assigning and granting access to directory/folders using Active Directory
• Day to day end user support on emails, printing, software and hardware issues
• Conducted Inventory and disposed of old equipment.
NAVIGANT CONSULTING, San Francisco, CA 09/06 -
10/07
Systems specialist
• Supported over 300 users in house and remote PC’s, Servers and Telco equipments
• Implemented and maintained LAN, upgraded hardware and software in Windows XP environment
• Installed, configured and supported VPN connectivity issues
• Performed backup and restored function for data and files
• Maintained and setup new equipment: e.g., PC’s, printers, digital post meters, PDA’s
• Managed daily/weekly tape backups, off-site and onsite tape backup inventory
• Worked with client’s staff to address complex server room issues: HVAC, UPS failures
• Designed and implemented equipment check list and installed cables and server racks
• Maintained IT spare parts inventory and asset tracking in Remedy
• Provided off-hours schedule for maintenance and upgrades
ACCENTURE, Palo Alto, CA 09/05 – 07/06
Local Technical Support
NUMMI – TOYOTA / GENERAL MOTORS, Fremont, CA 04/01 - 08/05
Desktop Support Engineer
Intellicom, Livermore, CA 11/98 - 03/01
Network Technician Level
Employment history prior to 1998 available on request
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