Desktop/Network Support Analyst

DESKTOP & NETWORK SUPPORT ANALYST

Proven Success in Network/Systems Optimization and Strategic IT Solutions

CAREER HIGHLIGHTS

Accomplished Desktop & Network Support Analyst with 10+ years experience managing server infrastructure and data-center operations across multiple platforms.

Ability to provide Desktop / technical support in event/incident/problem management, escalation, restoration of service, effectively plan, install, configure the IT infrastructure to consistently achieve high availability /performance.

Expertise to multitask and prioritize workload in a fast paced environment

Excellent team player with proven leadership abilities and capabilities

Exceptional interpersonal, verbal and written communication and problem-solving skills

Competent in adapting to new processes and systems effieciently and quickly

Skilled to conduct research into a wide range of computing issues as required.

Customer-focused performer, committed to qualify in every task from personal interaction with coworkers and users to high level of service provided to company/customer

Resolve problems while maximizing efficient use of computing resources.

Willing to take on a new position at your current company or accept additional responsibilities when asked.

Continually updated and enhance basic skills in hardware, software and network systems through my own efforts and company training. Learned the specifics of your industry

Troubleshoot various technical issues dealing with printers, network, and phone systems

Active Directory User Account Management.

Provided support in setting up audio and visual technology for conferences and meetings.

TECHNICAL SKILLS

Operating Systems: Workstation 7/8/10, Windows Server 2003 / 2008 / 2012 / 2012 R2, Cisco IOS,

Active Directory and multiple application software, Office 365.

Routing / WAN: RIP, OSPF, EIGRP, BGP route redistribution, IP Routing, HDLC, PPP, Multilink, ISDN,

VoIP, QoS, TLS/MPLS . Keen knowledge of subnetting, super subnetting, VPN tunneling,

Switching: VLAN, VTP, STP, Ether channel, HSRP, VRRP, GLBP, LACP, RADIUS, MAC sticky

Security: ACL, NAT, VPN IPSec Tunnel, 802.1x, Port Security, Firewalls ASA, Checkpoint

NMS / Analysis: Cisco works, Netflow analyzer, Proficient in Microsoft Visio

Load Balancing : Frame-Relay, F5Big IP load balancers, AAA

Network Tools: Netscout, Riverbed, HyperV - Vcenter

Hardware: Catalyst 2960 / 3560 / 3750 series switches, 3845 / 2811 / 2911 Series Cisco routers

Testing: Proficient with Remote Control Software such as MS-Remote Desktop, Putty, VM and VoIP

Including, Cisco UC.

ACHIEVEMENT HIGHLIGHTS

Recognized by senior leadership as top performer, resulting in employee of the year Award during 2011

Promoted from Desktop & Network Analyst to Acting Information Technology Manager.

PROFESSIONAL CERTIFICATIONS

ITIL v3 Certification, Netplus College Of Info & Tech.,Toronto, ON in progress

CCNP - Cisco Certified Network Professional (300-115), Netplus College Of Info & Tech.,Toronto, ON 2016

CCNA - Cisco Certified Network Associate (200-125), Netplus College Of Info & Tech.,Toronto, ON 2016

Certified in Computer Hardware & Software, Viruses & Vaccines, Indian Institite of Computer Education, India.

EDUCATION

Executive MBA in Information & Technology & Project Management, Bharath University, India

Bachelor Of Commerce in Computers and Marketing, Bombay University, India.

Post Graduate Certificate in Software Application Programming, Indian Institute Of Computer Education, India

PROFESSIONAL EXPERIENCE

Tier II Technical Support Analyst, Verifone Petro, Toronto, ON June 2016 - Present

Assists customers with installation, operational, Troubleshoot for Petroleum POS BASE24+ products and applications. Helping and guiding end user to update and install POS system

Diagnoses mechanical, hardware, software and systems failures using established procedures

Establish VPN connection using Putty to connect the end user's site and troubleshoot the Network Connectivity to the Payment Network and the Verifone Network

Modify and configure the POS Sales, fuel pumps & DCR functionality

Generate log of detected issue in Technical Support database and provides documented information, dispatch unresolved issue to the engineer team.

Providing support over the phone to clients with their shared devices and distributed systems and searches and handles involved or complex calls as directed. Identify and escalate priority issues per Client specifications

Serves as customer contact on technical and service related problems both internal and external, EMV/Chip cards, Visa, and MasterCard problems

Setting up new user’s accounts and profiles and dealing with the password and system security issues, Citrix Receiver set up and good understanding of server policies

Tools working with: Amdocs, xenapps, Cybera smart view, CCMS, Knowledge base, Junipers Junos OS, Pulse, VMware

Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner

Network / Systems Administrator, Eastern Catering & Operations Co (Mawarid Group Company) May 2003 – April 2016

Proactively anticipated and resoled problems. Taking ownership and spoting potential problem areas, analyze solutions, propose resolution and ensure implementation.

Supported the network communications & infrastructure architecture across all company locations. Also worked with 3rd party vendors to ensure quality delivery and supported the network infrastructure.

Installed, configured and supported hardware, software, LAN, WAN, WLAN and SAN, including hubs, switches, routers, firewalls, network monitoring tools, backup tools. Troubleshooted wireless networks (Routers, Access points etc.)

Successfully administered user accounts, Exchange mailboxes, and security and distribution

Installed and maintained Windows and desktop software, service packs, patches, and anti- virus updates.

Created and maintained user accounts and security via Active Directory. Did VMS operating system troubleshooting.

Diagnosed and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.

Configured, deployed, maintained, troubleshooted and supported computer workstations, laptops, printers, mobile devices (Apple & Andriod) and other computer and telecommunications equipment.

Participated in hardware and software reviews and recommend purchases.

Maintained inventory of installed software, manage software licensing and create policies and procedures for upgrades.

Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Ensured robust backup, restore and storage capability, scheduled installation/upgrades ensuring minimal interruptions for smooth operations on the production systems. Novell Netware Administrator.

Proficient in VB6, VB.net Scripting with backend as Access or SQL (Designed ERP package)

Handled 3 major projects (Imam Saudi University Project, ATVIM traffic violation & 1000 Communication)

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