AHMED SAEED GHAZALI

**** ********** ******** 647-***-****

Mississauga ac0sj2@r.postjobfree.com

HELP DESK SUPPORT

HIGHLIGHTS OF QUALIFICATIONS

8+ years extensive experience as IT professional in Desktop Support

Excellent communication and diagnostic skills

Practical experience in efficiently and consistently correct problems and rarely escalated issues

Diploma in Information Technology from United Kingdom

Certifications

MCSA (Server 2012)

MCSE NT 4.0

VCP-DCV 5.0 A+

MCSE (Exchange 2013)

MCSD (VB 6.0)

MCSA (Server 2016)

In depth working knowledge of desktop support, server support, active directory (AD), Windows server NT 4.0/ 2003/ 2008/ 2012, Windows XP/Vista/7/8

Administering and monitoring performance of LAN/WAN network using remote connection tools

Hands- on experience in responding, tracking, and following up to telephone, emails and end user request for the support

Ability to build rapport with the clients and employees

TECHNICAL SKILLS

Internet Technology: ISDN, Frame Relay, MPLS, DSL, HDLC, Cable, Wi-Fi and 3G

Operating Systems: NT 4.0, Windows Server 2000, Novell Netware 3.0, Windows Server

2003, Windows Server 2008, & Windows Server 2012

Hardware: HP and Dell Servers and Workstations

Network Services: User Administration, Mail, Printing, RSAT, DHCP, & VPN

Protocols: TCP/IP, EIGRP, OSPF, RIP, BGP, ICMP, IGMP, SNMP, SMTP,

FTP, LDAP, IMAP, PPP & PPTP

Servers: Messaging, Application, File, Proxy, Print, Virtual, FTP, RADIUS

EMPLOYMENT HISTORY

Help Desk Support Technician II June/2016 - to date

CompuCom, Mississauga, Canada

Handling 40+ technical/mission-critical calls daily and consistently met high service standards that provided support to increase business

Providing technical phone support on POS Systems, Microsoft operating system, (LAN/WAN) Networks and various Hardware/Software products

Remotely connecting to stores via TRC remote to perform maintenance and problem diagnosis/resolution

Performing Switch & Reverse, Fail back and fail over in required time period and ensuring complete backup and restore of the data is completed

Using Service Now Help Desk tool to log all tickets and hardware repair orders, updating the reference database and assist in researching

Configuring and Managing Security, resetting passwords, store WAN support, network information though CITRIX

Take ownership of service request from customer and ensure timely and satisfactory resolution of problem within SLA

Field Service Technician March/2015 – to date

NCR, Mississauga, Canada

Performing periodic preventative maintenance on assigned products; Diagnose problems, makes minor repairs and replaces components (at the module level); Follows appropriate security procedures when working with ATM's for financial institution resulting in smooth operations

Maintain products and services specifically for financial/ATM products

Repair and replace components on Tier I equipment such as PCs, workstations, peripherals, printers, front-end POS systems, ATMs (in branch or Kiosk), and single pocket proof encoders

Building working relationships with customers and develop informal communication channels with customers account at the local level to positively reflect organization’s image

Information System Analyst (CO-OP) February/2015 - March/2015

MTS Allstream, Toronto, Canada

Configured and deployed Windows 7 Enterprise over the network through SCCM 2012 R2 for end users with complete software as required, resulted in uniformity of information

Performed software upgrades and configuration enhancements to ensure increase in efficiency

Performed data backup from old to new client machines ensuring smooth operations and productivity

Configured and managed backup and restore procedures for end users to meet company’s needs

Activated & configured Blackberry devices through BES5 & BES10 Enterprise Server

Transferred data from old to new Blackberry devices confirming outlook and calendar are up-to-date and worked properly

Implemented policy to Blackberry devices to assure that corporate policies should adhered to governmental regulations

Help Desk Technician (Project) August/2014 – September/2014

Computer Troubleshooters, Richmond Hill, Canada

Provided IT support on technical requests in person, over the phone or email and monitored resolution status which increased system uptime

Handled 30+ technical/mission-critical calls daily and consistently met high service standards that provided support to increase business

Operated and coordinated network software and hardware upgrades through Labtech software, resulting in effective communication

Investigated recurring computer crashes, traced glitch to vender software and served as liaison that helped in resolving the problems

Analyzed the cause of incidents and suggested technical improvements to increase efficiency

Updated various databases and information systems to record all incident for trending and reporting purposes which helped in resolving reoccurring issues

Analyzed the hardware and software requirements of Active Directory

Rectified and resolved LAN/WAN performance, connectivity and related network problems which resulted in perfect flow of information

Sr. Help Desk Analyst August/2008 – October/2013

Petrol Solution, Karachi, Pakistan

Guided technical support to customers on telephone, email and through tickets to save time

Managed Active Directory site, replication schedules, site links and boundaries, used ADUC to create and manage computer, user and group accounts in an Active Directory environment

Created help desk documentation with step by step instructions on problem resolving techniques

Diagnosed, troubleshot and resolved wide range of software, hardware, network & Virtual machines issues for smooth operations

Deployed and installed software & windows Operating systems on new systems remotely & Virtual machines, and provided end user training on applications

Supervised complaint ticketing system and follow timely resolution of all work orders

Established best practices in Server and Network support and trained technical staff

Developed in-house teaching materials for training new personnel in Advanced Help Desk procedures, telephone techniques and customer service

Support Centre Analyst January/2002 – February/2003

Raisoft Systems, Karachi, Pakistan

Created and managed approximately 500 user accounts in Active Directory and migrated all Windows NT users by ‘User State Migration Tool (USMT)’.

Optimized systems performance and spool utilization, responded to system hardware/software error messages, storage and hardware configuration problems

Identified potential areas for wide system outage and initiated analysis and resolution

Escalated issues as required and maintained communication with customers and technical teams to ensure resolution in order to meet or exceed defined service level expectations

Managed inventory and tracked all hardware and software used within the organization

Administered Windows 2003 and 2008 server user security; Added new users and provided access to databases and system functions; Setup and supported connected peripherals

EDUCATION

CCNA & CCNP Cisnet Mississauga 2017

Diploma in Information Technology Anfell College United Kingdom 2004

Bachelors of Commerce Karachi University Pakistan 1997

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