MIRWAIS FEDAEE

SYSTEMS / NETWORK / DESKTOP ENGINEER

OBJECTIVE

To become a member of a well-disciplined, dynamic and competent group, where I could prove myself as an enthusiastic, creative, career oriented, energetic, and self-motivated person with several years’ Helpdesk Support Customer Service and experiences with good computer skill.

SKILLS / TOOLS

Routing (RIP, OSPF, EIGRP, BGP, IPsec.etc)

Switching (STP, Ether channel, VTP

VPN

ASA Firewall

Customer Service

Servers 200*-****-****

Active Directory

Group Policy

VMWARE/Hyper-View.

Exchange

PowerShell

Server/PC/Storage backup

Microsoft Office /O365

Hardware installation, Upgrade and Troubleshooting

Software Troubleshooting

Mac,iPhone,Android etc.

Cabling

WORK HISTORY

Texas Health and Human Services – IES, Austin, TX

T2 Server / Network / Desktop Analyst

Nov 2016- Present

Remote and onsite IT technical support to client end users with the highest quality in customer service

Access layer network troubleshooting.

Cabling switch, patch panel, Replace/remove devices

Installation, updates and troubleshooting a variety of software’s

Resolving hardware, software and networking issues for computers and peripherals.

Reimaging and deployment of computers

Setup computers with all necessary hardware and software components, create login credential accounts and train.

Support the operation of computer peripherals such as printers, scanners, faxes, switches, wireless routers, and mobile devices.

Work on-call on an as needed basis.

Monitor, Assign, follow up and support the ticket queue.

Work on State small and long terms projects.

Complete technical support projects and tasks as assigned by manager.

Attend meetings as required.

Control and support Applications and user machines through SCCM.

Train New employee about state application and software

Support state client offices.

Window Server / Active Directory

VMWARE

PowerShell

Capgemini - Support for State of Georgia, Austin TX

Support Analyst

Nov 2015- Nov 2016

Handling Trouble Tickets in the form of Calls/ Emails / Voice Mails

support on basic Networking issues - Knowledge of VPN/Wireless/Office 365, Remote Desktop, MS Exchange

Remote End-user’s support

First answering line for Network troubleshooting/Route the ticket to client’s if not resolved.

Diagnose and resolve technical hardware and software issues

basic \ standard \ advanced problem resolutions

log all help desk interactions

Redirect problems to correct resource

identify and escalate situations requiring urgent attention

Remedy and Service Now ITSM Tool.

Basic troubleshooting of ERP (SAP, PeopleSoft

Support Analyst

Delaware North Companies, Austin, TX

May 2015 – November 2015

Hardware/ software troubleshooting

Database Administration

Customer Service

Team Management/Organization

Acting Supervisor

Timesheet

Supply Orders

IRM-American Embassy, Kabul, Afghanistan

IT Support Analyst

March 2011 – Dec 2014

MS Active Directory, DNS, DHCP and Group Policy setup and management.

Received US State Department Mission Honor Awards American Embassy, Kabul - 2014, 2013, 2012

Configuring LAN, WAN, Wireless and edge security equipment.

Install, test, and troubleshoot integrated hardware/software systems accurately and efficiently.

Strong follow-through and perseverance to handle multiple tasks simultaneously.

Analyzed hardware and software to determine when it was more cost-effective to upgrade.

Commended for technical, analytical and problem-solving skills; effective task prioritization; and customer service orientation.

Deploy new equipment and install applications, which enable the customer to perform their job function on updated equipment which leads to higher work output.

Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, and reviewing system and application logs.

Managing and created Active Directory accounts, network shares, and printing services.

Performed daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media.

Monitored the LAN/WAN network environment including routers, switches, and Internet access and software applications.

ZOA Refugee care, Afghanistan

NOC Technician

Jan 2009 - Feb 2011

Proactively monitor and support the stability of Location Labs application stack to ensure 24X7 operation

Assist Engineers intern and Technician I to resolve incidents without escalation outside.

Resolve or escalate any failures in the processing schedule.

Respond to alerts/alarms according to Standard Operating Procedures

Manage trouble-ticketing system ensuring accurate and up-to-date information

Collaborate with internal and external groups to help identify and resolve issues affecting our services

Assist customer service department during off hours

Ministry Of Economy Kabul, Afghanistan

Computer Technician

April 2007 - December 2009

Hardware support

Install and update devices and software’s

Help users and customers for any help and directions

EDUCATION/CERTIFICATIONS/TRAINING

Bachelor Degree in Literature language from Rabani Education University, Kabul, Afghanistan 2014

CCNA (Cisco Certified Network Associate

Management class 5-CHOICES, Franklin Covey, U.S Embassy Kabul, Afghanistan Certificate Mar 2013

Management training in IARCSC, Kabul Afghanistan, Certificate 2007

inancial Accounting at Behzad Institute, Kabul Afghanistan 2007

LANGUAGES

English, Persian “Farsi”, Pashto, Urdu

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