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Technical Support Customer Service

Location:
Fort Worth, Texas, United States
Salary:
open, flexible
Posted:
February 27, 2018

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Resume:

Iqbal Shaikh Email: ac4mu8@r.postjobfree.com Ph: 817-***-****

SUMMARY

** ***** ** ** ******** experience as a IT Helpdesk Support, System Administrator, Technical Support on Technology hardware/software and its peripheral.

Expertise with proving technical knowledge, task prioritization and effectively support technology resolved complex issues.

Ability to perform multi-tasking in fast paced environment and experienced with software installation and customer training.

Experienced with supporting center, technology support, networking, telecommunications, help desk, and communicated with other technology department to support and resolved issues.

Responded to technology issue, reports and service requests in a timely and professional manner.

Experienced in IT technical support and providing support to end users, customer via phone, email, BMC Remedy and in-person support.

Strong knowledge of servers, software and networking and troubleshoots routine to complex PC hardware and software problems.

Engages in research and in-depth troubleshooting to resolve technical issues. Consults with other IT staff and escalates issues as necessary.

Experienced in Network protocols and services such as LAN/WAN, TCP/IP, DHCP, UDP, ARP, and EIGRP.

Providing 24/7 technical/ System support to Production, and development environments.

Experienced in working with different teams such as coordinating work with an Internal and External team, off-shore team, Network Engineering, and application developer team to resolve the issues, and provide technical assistant and Customer Satisfaction.

Involved in Team building & Migration projects, project implementation, analytical, interpersonal, strong communication and writing Skills.

Perform duties with minimum supervision, and participate in cross functional projects as scheduled.

Technical Skills

Databases:

IBM UDB2, Oracle 9i, 10i and 11i, My SQL Server 7.0/6.5 and MS-Access 95/97/2003/2007.

Operating Systems:

IBM-AS/400,Windows 2003, 2005, 2008, NT 4.0, Windows XP, 7, 2010.

Hardware:

IBM RS/6000, P Series 650, 750, 770, IBM ESS (Enterprise Storage Server), DS8000, IBM 3494, 3583 Automated Tape Library, Sun Storage (6140, 6180) Sun Fire 4500,V880, V480, E420R, HP DL 380s and 580s, SPARC server 1000/20, SPARCstation 10, EMC Symmetric, Hitachi arrays, Backup Devices, Ethernet Hubs, Routers, Repeaters, Jukebox, Printers DELL Power edge 1650,2850,2950,6400, Brocade fiber switches, Cisco fiber switches.

Programming Language:

C, C++, Servlets, Jsp, EJB, VB, JavaScript, HTML, FlexLM, SQL, Bash, Perl and Shell programming.

Server Application:

IBM Web Sphere Application Server V6.1, 3.5,4.0, AIX, MQ Series, Web Logic Server, Apache Server, Tomcat 4.x, 5.x, JBOSS 4.0x, 4.2x, Java, JSP, and EJB.

Microsoft Office Suite 2003, 2007, 2010, Excel.

Networking Protocol/ Firewall

TCP/IP, UDP, OSI, NIS, NFS, DNS, DHCP, WAN, SMTP, LAN, FTP/TFTP, RTPS, OSPF, RIP, OSPF and EIGRP. Cisco PIX Version 5.1, 6.2, Checkpoint 2000 VPN-1, Sonic Wall TZ Series Firewalls.

Tools:

Solstice Disk Suite, VERITAS Volume Manager, VERITAS Net backup 5.1, TSM 5.5, Cluster server 3.5 & 4.1, Symantec Net backup, BMC ( Blade Logic).

Education

-Bachelor of Science in Computer Technology.

Professional Experience

Employer: Comp Nova LLC Dec, 2013--Dec, 2017

Client: AT&T Corporation

Title: Technical Support Specialist

Provided Advanced technical support for all Windows, Network, hardware, software, applications by troubleshooting, installing, administrating and maintaining.

Responsible to log issues into our IT Remedy ticketing system where they remain open until satisfactorily resolved.

Run diagnostic programs and use remote access tools to resolve problems and Accomplish department and organization objectives by completing tasks as assigned.

Worked on password Reset various network and application passwords as needed.

Assisted with the imaging and deployment of new and repaired computers.

Assisted with the deployment of hardware and software to clients (including the installation, configuration and testing of basic firm hardware).

Assisted with new hire processing (account requests, verification, basic equipment configuration).

Performed basic software troubleshooting and hardware triage support, assisted with the equipment and set-up for conference/meeting facilities, as directed. Assisted with off-site support for client functions/meetings.

Ability to Handle administrative functions such as moving and delivering equipment to clients.

Performed administrative tasks, such as changing passwords. Handle minor functions such as moves, adds, changes, etc.

Maintains documentation of work performed according to documentation standards and follows established procedures for tasks accurately.

Ability to perform multi-tasking in fast paced environment and experienced with software installation and customer training.

Responds to end-user issue reports and service requests in a timely and professional manner.

Experienced in IT technical support and providing support to end users via phone and in-person support.

Experience with LAN/WAN Network troubleshooting, such as Ping, TRACEROUTE, TCP/dump, IPCONFIG, NETSTAT, and NSLOOKUP.

Strong knowledge of servers, software and networking and troubleshoots routine to complex hardware and software problems.

Responsible for troubleshooting, system monitoring, system tuning, security updates, and hardware maintenance.

In depth cross functional application troubleshooting using company tools, database access tools, general research tools, functional requirements and defect tracking systems.

Employer: Vanguard Health System/ Hangar9 Solutions Jan-2013-May 2013

Title: System Admin

Project Description: Provided support for Hospital, Medical industry clinical application, Financial and Billing application.

Provided technical support for computer hardware, software, applications by troubleshooting, installing, administrating and maintaining.

Responded to customer inquiries concerning support requests, systems status, and network connectivity.

Resolved hardware and software problems for firm-standard hardware/software. Record inquiries, and repair/service requests. Diagnose problems through research, isolation and resolution steps using automated systems via Remedy.

Reported problems with procedures and make suggestions for improvements. Escalate to or consult with senior staff when a solution is unclear.

Coordinated, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses.

Handled Processes firm wide requests for software and documentation. Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues.

Coordinated mass distributions, including on-site software duplication and documentation reproduction.

Ability to make recommendations to management regarding update and maintenance processes.

Perform administrative duties, as required.

Responsible to troubleshooting, system monitoring, system tuning, security updates, and hardware maintenance.

Research and resolved Pharmacy application issue escalated from both internal and customer Level 1 helpdesk.

Tracked all calls and issue in the Remedy Ticketing System with accuracy and well documented calls notes and followed up with customer regard the all open issues, provided updates per company policy, procedures and per department standards.

Performed a tasks of maintaining system applications and conducting quality assurance testing of system applications.

Ability to identify problems, research and analyze situations, make appropriate recommendations and decisions.

Performed the tasks of identifying and diagnosing system failure and application issues.

Performed responsibilities of assessing the requirement of the application to develop appropriate software platform.

Client: Wal-Mart Inc June 2012-Dec 2012

Employer: Collabera Inc.

Title: Infrastructure Specialist.

Project Description: Provided support for Infrastructure Point of Sale system for Wal-Mart stores.

Installed configured, upgrade, build, send, validate, download and apply packages, zaps and general sales application to a test system and production stores system. Troubleshoot failure of GSA packages and Zaps.

Provided technical support for all POS hardware, software, applications by troubleshooting, installing, administrating and maintaining.

Provided escalation IT support including hardware troubleshooting, backup and recovery, email communication and application support.

Builds and setup servers of different platforms. Setup, monitor and maintain network infrastructure for server and back office connectivity.

Procedural documentation of supporting applications as well as SLA and escalation policies to coordinate with the monitoring systems as deployed.

Work with developers to integrate their web applications onto standard infrastructure.

Installed and Configured IBM 4690 OS Version 6, IBM Enterprise Class System z9Series Server 2094-S08 for virtualizations.

Troubleshoot OS and controller issues to determine root cause and System performance tuning, User maintenance and security.

Responsible for moving the application through different tiers like development, testing and production on time.

Client: Skopos Financial Group Jan 2012-May 2012

Employer: The Intersect Group

Title: Technical Support Analyst

Ability to troubleshoot techniques professionally. Working with outside vendors and affiliated groups to troubleshoot, restore applications and system.

Provided escalation IT support including hardware troubleshooting, backup and recovery, email communication and application support.

Provided in-House Server, application installation, troubleshooting, configuration, diagnostics, Break-Fix and network support for internal and external customers.

Performed hardware and software installations and provided high-level customer care, training and technical support.

Performed diagnostic and troubleshooting of system issues, documented helpdesk tickets/resolutions and maintained equipments inventory lists.

Ability to screen and diagnose client inquiries and problems to clearly understand (root cause determination), solve problems, use operational documentation Run books and Remedy.

Used various networking tools such as Ssh, NS-Lookup, telnet, rlogin, ftp Trace route TCP Dump, and ping to troubleshoot daily issues.

Client: AT&T Corporation Jan 2005-Dec 2011

Title: Technical Support Helpdesk

Project Description: Provided System support for AT&T U-verse and DSL Internet.

Analyze and solve technical problems by adhering to procedure and guidelines and using problem-solving skills.

Tracked all calls and issue in the Remedy Ticketing System with accuracy and well documented calls notes and followed up with customer regard the all open issues, provided updates per company policy, procedures and per department standards.

Assigned the tasks of identifying and diagnosing system failure and application issues.

Performed responsibilities of assessing the requirement of the application to develop appropriate software platform.

Conduct analysis and troubleshooting via telephone for customers (FTTN/FTTP) High Speed Internet, VOIP and IP TV services. Identification, troubleshooting and resolution of multiple customer-affecting issues in relations to these technologies.

Ability to troubleshoot techniques professionally. Working with outside vendors and affiliated groups to troubleshoot and restore customer U-Verse service.

Subject matter expert in DSL and network TCP/IP/Windows environment product installation, configuration and diagnostics.

Completed ongoing training to stay abreast of product, service and policy changes.

Managed multiple priorities and maintained effective results in a quota driven workplace.

Product technical documents for customer and vendor service.

Promoted to Mentor, handling escalation processes and mentoring other support to professionals while working via phone, emails, and chat.

Performed hardware and software installations and provided high-level customer care, training and technical support.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff.

Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.

Proactively identified potential areas for wide system outage and initiated analysis and resolution.

Monitored all master hardware and performance consoles. Resolved issues with DPU Gateway, Hubs/Routers/Circuits, AS/400 and Support Center Voice Response Unit. Maintained critical data feeds.

Coordinated and implemented Change Control in collaboration with technical teams.

Client: Verizon Internet Services Jan 2000- Dec 2004

Employer: Telvista, Inc

Title: Technical Support

Location: Dallas, TX

Analyze and solve technical problems by adhering to procedure and guidelines and using problem-

solving skills.

Respond to customer via chat, email & phone to help resolved technical issues.

Engineering team member supporting enterprise networks of multiple Verizon commercial customer’s.

Oversees network and equipment upgrades to includes IOS, OS images upgrades, and configuration changes.

Documents network problems and changes working in diverse management environments.

Quickly resolve all IP network issues to reduce waste and downtime while also ensuring client services level agreements.

Ensure through network documentation, including maintaining each account’s network matrix, backup configurations and network diagrams.

Ability to troubleshoot techniques professionally. Working with outside vendors and affiliated groups to troubleshoot and restore customer services.

Subject matter expert in DSL and network TCP/IP/Windows environment product installation, configuration and diagnostics.

Performed hardware and software installations and provided high-level customer care, training and technical support.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff.

Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.

Proactively identified potential areas for wide system outage and initiated analysis and resolution.

Monitored all master hardware and performance consoles. Resolved issues with DPU Gateway, Hubs/Routers/Circuits, AS/400 and Support Center Voice Response Unit. Maintained critical data feeds.

Personal: I am US Citizen, References available upon request.



Contact this candidate