KANWAL SHAH

Calgary AB ac4l0e@r.postjobfree.com Cell: 587-***-****

PROFILE

Detail-oriented IT professional with 5+ years' experience in providing client support. Managed technical systems while working with various departments. Possessing a diverse set of professional expertise some of which include desktop management, application deployment, cloud computing, server management (Windows and Linux), remote access, networking, storage, virtualization and directory services. A self-motivated, adaptable and action-oriented personnel with excellent interpersonal and communication skills. Recent graduate of the Technical Infrastructure Analyst Program at SAIT, Calgary AB

ACHEIVEMENTS

Successfully designed and implemented a cloud infrastructure for Kurmak Builders using strong technical and analytical skills. The implementation provides enhanced business solutions with efficient use of Office 365 products. The solution fulfilled the business requirements of the company.

Provided a cloud based solution to ACAD (Alberta College of Art and Design) for migration to Office 365. Our proof of concept led to cost effective solutions which saved the company $70,000 annually.

Using research and critical thinking skills prepared the business scope and documented the business process.

Provided a cloud based solution using Office 365 for transient and permanent employees. The solution was 27.14% lower than the other suggested solutions.

Using analytical and troubleshooting skills successfully implemented a solution for communication between main site and remote site offices.

Led a team which successfully implemented security for file sharing across the network and backup of entire Data of Main and Branch Offices

TECHNICAL SKILLS

Operating Systems

Windows 7,8.1,10, Windows 2012 R2 Server, Red Hat Linux,

Mac OS, Cisco IOS

Networking

TCP/IP, IPV6, DNS, DHCP, TELNET, SSH, VLAN, FTP, Firewalls, CISCO VPN, VTP, IP Routing Protocols.

Cloud/Virtualization

Microsoft Azure, Office 365, Hyper-V, VMware, Citrix, IBM Bluemix

Storage

NAS, DAS, SAN, ISS, RAID all levels

Application

Active Directory, SharePoint, Exchange, SQL, Service Now

Business Analysis

Agile SCRUM, eXtreme Programing, Kanban, Lean,

Hardware

Cisco Routers and switches, network cabling, desktops, laptops, servers, and printers

RELATED EDUCATION

Technology Infrastructure Analyst May 2017

SAIT, Fast Track (Post-Diploma Certificate)

ITIL Feb 2018

Microsoft Office 365 Feb 2018

BSc Computer Engineering SSUET Karachi, Pakistan 2003

PROFESSIONAL EXPERIENCE

Deskside Support Analyst July 2017-Present

Computer Upgrading Specialists

Currently deputed at Cenovus Energy Inc. as Deskside Support

Utilizing the Service Now ticketing system and Knowledge Base to handle user requests assigned and record all updates until the ticket is resolved and closed.

Ensuring that high customer satisfaction levels are maintained.

Ensuring all service-level agreements are met and objectives are achieved by tracking problems/ incidents.

Providing remote assistance to clients to resolve issues.

Accurately create/log call tickets using Service Now to properly track any ongoing issues or in case of escalating to the next tier.

View/manipulate network settings like Internet Properties, TCP/IP, DHCP, DNS, Remote Desktop, VPN utilities, wireless, etc., for Windows 7.

Providing first level support for android and IOS devices.

Assisting co-workers with helpdesk tickets for resolution of end users' technical issues

Responsible for IMAC (Install, Move, Add, Change), imaging and configuration of desktops and laptops

Performing daily hands-on and remote troubleshooting and repair, including password resets to quickly resolve software issues locally.

Mentor and Teaching Assistant for STEM4Girls July 2017-Aug 2017

IBM-Canada

Coached the teen tech girls on creating a social enterprise project as a team.

Acted as a teaching assistant for technical aspects such as coding, working in Bluemix, and deploying an app.

Assisted the teams through the design thinking process and help them acquire the agile method to get through the project.

Managed conflict resolution and guiding girls through difficult team situations.

Provided feedback on presentations and business plans.

Technology Infrastructure Analyst

Kurmak Builders Inc. May 2017- July 2017

Designed the information architecture and implemented the deployment plan for all necessary Office 365 components.

Design and create Power Apps using SharePoint lists for efficient business solutions.

Develop and execute Testing Plan and Test Cases.

Configured SharePoint (Create groups and team sites, set attributes, set permissions and policies) to support business functions.

Support all Office 365 products through strong technical and analytical skills by providing system and end-user support for:

Outlook

SharePoint

Mobile Device Management

OneDrive

Exchange Online

Skype for business

Reset MS office 365 passwords, monitor system health, add and delete user accounts, and manage service requests.

Prepare, plan and provide support to migrate data from existing data sources to One drive.

Troubleshooting of previous migration issues with relevant solutions.

Provide end-user training and support for all Office 365 products and applications.

Updated Sage server to SQL and provide on-going support.

Troubleshooted and provided solutions for Sage application related to updates.

IT Coordinator

ADCO (Abu Dhabi Company of Onshore Oil Operations) 2013-2015

Acted as a liaison between IT and other departments. Assured accurate understanding of business requirements and problem interpretation. Maintaining communication with employees during the problem resolution process.

Documented the business process by identifying the requirements.

Assisted in various activities of the project like information gathering, analyzing the information gathered, documenting the functional or business requirements.

Assisted in user acceptance testing, test planning, development of test cases and test execution management to ensure alignment with original requirements.

Provided technical support for changes & installations of networked computers and equipment including desktops, laptops, and servers.

Microsoft (MS) Windows administration duties, including operating system (OS) installation & upgrades, patch maintenance, file systems maintenance, hardware diagnostic, Desktop management via SSCM, Windows image deployment and maintenance.

Provided technical support for changes & installations of networked computers and equipment including desktops, laptops, and servers.

IT Support Analyst

Assetest Pvt Limited 2010-2012

Resolution of 1st and 2nd level IT Service Desk service requests and incidents, typically related to desktop and printer services

Identified problems and escalated to appropriate internal staff or third-party vendors

Configured, upgraded, setup, and deployed hardware and software in an office environment

Assisted in administration of Active Directory accounts, including but not limited to user information, email, and file/folder administration

Customer interfacing, reporting, and incident control as per company’s procedure and policies.

Monitored and maintained antivirus programs on PC's/Laptops

Monitored & administered current backup solutions

OTHER EXPERIENCES

Training Coordinator

AEMS (Adams Education and Management Systems) 2008-2010

Teacher/Science Coordinator

Beaconhouse School System 2008-2010

AFFILIATIONS

CIPS (Canada’s Association of IT Professionals)

Calgary IT Pro Community Association

Pakistan Engineering Council

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