HASSAN FARAJ

773-***-****

Chicago IL.

ac7zk1@r.postjobfree.com

https://www.linkedin.com/in/hassanfaraj/

Windows System Administrator

Summary

Customer focused professional with the ability to provide superior technical support at all levels. With more than 14 years’, experience identifying, troubleshooting, migrating and repairing complex applications, networks, servers, and computers. I have excellent experience in customer IT Technical Desktop, Laptops, Server Support with Macs and Windows systems, Level 2/3 Help Desk Deskside & Remote/Phone Support. Very strong skill set in Active Directory, Windows & Network Administration, Group Policy Organization, Server Refresh’s, & Router-Switch installations. I am very proficient in supporting MAC OS X 10. to Mac OS X 10.14 Mojave and Windows Server Administrations, Server 2003/ 2008-R2 / 2012-R2 + Windows XP / 7 / 8.1 & 10 environments. Big Data Analysis & System Engineering. Windows & Mac Imaging, Provisioning Migrations, Software Deployments, Network Architecture + System Restorations and Mobile Device Management (MDM) for Androids / IOS (MDM Air Watch, MDM Tango etc.). Virus - Ransomware removals & registry restores and tune-up’s, Microsoft Azure and Cloud Administration. In-depth Linux administration. Active listener with the ability to communicate effectively with technical and non-technical audiences. Excellent communication skills, very end user-friendly & Patient, I work great autonomously or in a team setting.

CORE COMPETENCIES:

CompTIA A+, Network+, Security + Server + & MCSE certifications

Northeastern Illinois University - Information Technology & Networking

K-1000-2000 KACE Systems Endpoint Systems Deployment & Management Administrator

MS Active Directory Administration (GPO’s, OU’s, Forest domains, DNS. DHCP, WSUS, (AD DS, AD CS, AD FS), Azure Etc. Networking & Windows Server Administration.

Virtual Technology- VMware Configurations, Operations, Building, Implementing and Management of multiple Virtual environments. vCenter, vRealize vlans, ESX, ESXi 5.5-6, vSphere 6. VMware Parallels, VMware Workstation 14 Pro.

Anti-Virus, Malware, Ransomware removals. Registry Tune-Up’s and Registry repairs\restore.

Windows XP/ 7 /8.1/ 10 + Win Server 2008R2,2012-2016R2 -Mac OS & Linux Support

Altiris Imaging Server, SCCM 07/2012, WDS, USMT, MDT, Apple Casper Imaging Suite

Mobile Device Management (MDM) Enrollment, Mobile Air-Watch, Mobile Iron, MDM Tango

GoToMeeting, Bomgar, Skype, Log Me In & Team Viewer, Remote Access /Phone /Email & Chat Support tools

MAC OS & Windows 7, 8.1, 10 Hardware & Software OS Migrations \ Deployments.

Skype/Lync – Live Videoconference – A/V - Telecommunications meeting setups.

Sonic Wall Virtual and physical cyber security and Firewall Management.

AutoCAD, Adobe CS3-CS6 web support Lotus Notes to Office 365 / 2016 migrations.

Windows Microsoft Exchange & MS SharePoint 2010/ O365/ 2013/ 2016 Migrations - Admin

Service Now, BMC Remedy, Solar Winds, LANDesk, SAP & Sonic Wall - ITIL-ITSM helpdesk tracking tools & Virtual + Physical Security Firewall’s.

DISM- (Deployment Imaging Service Management) For Image Health Scanning, Repairing, Creating & Updating .WIM Image and System files.

Created new technical support documentations and uploaded them to the KB Knowledge Base Articles and trained many new employees.

Level 1, 2, & 3 Field Technician servicing Servers, Desktops, Laptops, Cabling, Networks, & MFP network printer 24 hour on call troubleshooting & support.

Ultra VNC Server, Crash Plan Pro Backup utility, Cisco Interactive Client (CIC) VoIP Phone Client Hardware\Software Setups & support.

PROFESSIONAL EXPERIENCE:

Northwestern University, Evanston, IL 08/2017 – 11/2018

Windows System Admin/ KACE -QUEST Systems Management Administrator / Creating Custom Prepped Images – Migration Support (Contract)

Provided Level 3 Helpdesk Desk Side & Remote-Phone support for students, staff members, high-end executive clients, and CEO’s for multiple departments around the whole Northwestern Evanston and Chicago location campuses.

Ordered Parts for staff and students from CDW such as new laptops, monitors, memory etc.

Inventory Management - updated Serial Number using Solar Winds ITSM Software to enter in the client’s information and how long the machine was under warranty, who now is using it etc.

Created Scripts, .BAT, .VBS and patch’s for multi purposes to be used on the command prompt or for KACE

KACE\Quest K-1000 to roll out updates and program upgrades to the whole campus with a

Silent Install Command switch so no one would have any downtown and we would not have too install or update any programs manually.

Used Casper Suite to deploy software on Mac Machines and throughout the university.

Created newer Northwestern Images .WIM files with updated new software they used and the latest Windows Updates installed, so we would save a lot of time deploying new images to the end client & get tickets out of our Ticket que much faster.

Sys Prepped (sysprep.exe) the image with all programs and new updates of new images I created for different sections of the university and different operating systems.

60% Mac OS X environment support and 40% Windows support Administration, Hardware, Software, Printer troubleshooting, Networking, Mobile Device’s fixes and repairs.

Active Directory Administration, Group Policy Organization’s, Created Organizational Units, WSUS etc. (WSUS updates–hotfixes patches,

Created, updated and tested new GPO’s and OU’s within Active Directory) using Virtual Machines before running them with Windows Server 2008R2 & Windows Server 2012+ 2016 R2

Solar Winds & BMC Remedy Helpdesk ITIL tools to update, create, close and escalated or rerouted tickets to the correct department.

Apple Inc. Elk Grove Village, IL 02/2016 – 07/2017

Team Lead/Desktop Support/ Data Center Networking and Break-Fix Support (Contract)

Team Lead Tier 2-3 Apple MacBook’s, iMacs, iPhones (MDM Air Watch), Networking and Linux Support.

Provided remote hands and eyes for customers when working at Apples Data centers.

Cisco any connect VPN & Windows VPN client setups, Configurations issues, connection settings, lockouts support Etc.

Hardware \ Software configurations and installation of managed products,

Repaired, updated, and replaced all HP CL5200 Blade Servers, HP ProLiant’s Gen 8, ZT Systems Configuration, Cisco Switches, Routers and (MX2020) NetScaler’s hardware repairs\ Maintenance.

Completing new cabling projects and managing existing cabling plants. Inside Apples Data-Centers.

Created, Updated, Resolved, Escalated & Closed tickets using Mac OS Espresso, iTrac, Service Now, BMC Remedy and Solar Winds helpdesk ticketing systems.

Maintain accurate and detailed logs within the established ticketing system for customer calls and system alerts, as well as for communication and escalation steps taken to ensure prompt resolution of data center facilities, networks, and customer related issues.

Installed cabinets and customer equipment based on documentation provided by provisioning and established Data Center Operation procedures.

Worked with customers, other systems engineers, and management to communicate ticket status.

GoToMeeting, Bomgar, Skype, Log Me In & Team Viewer, Remote Access /Phone /Email & Chat Support tools

Replaced Midplane, Backplanes PCA 1 & 2 Modules for HDD Failures, System Boards, SPS-PCA Interposer board’s PCI-e Riser cards, SAS Expander Modules, SPS Chain modules, DIMMS, CPU’s, Heatsinks, HP CL6500 Blade Servers, HP ProLiant Generation 8 servers and ZT Config system board replacements, Replaced Internal Hard Disks, including SAN, NAS, SAS-12Gbps, Mega RAID SAS ‘s & SSD’s.

Coca-Cola, Chicago, IL 10/2015 – 02/2016

Deskside, Phone & Remote Support –O365 / SharePoint 2013 Migration & MDM Support (Contract)

Provided Office 365 (O365), Share-Point and MDM - Mobile Air Watch enrollment via phone/remote support to worldwide Coca-Cola employees & VIP clients after Exchange 2010 -2013 Migrations.

Aimed for First call resolution to keep the Ticket Queue below 5% at all times if possible.

Used Service Now ITIL-Resolved - Closed an average of 25 to 30 Tickets daily.

Used Skype for Business/Lync 2013 & Bomgar to remote in and setup their email profiles.

Re-Built, Repaired & Renewed damaged or incorrectly setup Coca-Cola email accounts.

Enrolled -Unenrolled users in MDM Air Watch after migrations on iPhones, Android’s, and tablets. (Mobile Device Management)

Guided clients with documentation on how to correctly add their accounts to Outlook 2016 and to sign in OWA with their new credentials.

Reset client’s passwords on locked machines.

Northwestern University, Evanston, IL 08/2015 – 10/2015

Level 3 Mac & Windows Remote, Phone & Desktop Deskside Support, MDM Support

Provided Level 3 Helpdesk - Desk Side support for students, staff members, high-end executive clients, and CEOs for multiple departments around the whole Northwestern Evanston and Chicago location campuses.

60% Mac OS X environment support and 40% Windows support Administration, Hardware- Break-Fix, and networking support

Active Directory Administration, Group Policy Organization’s, Organizational Units, WSUS etc. (WSUS updates–hotfixes patches, Created, updated and tested new GPO’s and OU’s within Active Directory) using Windows Server 2008R2

Service Now & BMC Remedy, SonicWall Helpdesk ITIL tools to update, create, close and escalated or rerouted tickets to the correct department.

Accuquote Life Insurance, Wheeling, IL 09/2014 – 07/2015

Level 2-3 Help Desk Support / Analyst - Desktop Support Specialist, MDM Support (Contract)

Provided 2nd and 3rd level software/hardware support for over 700+ PCs/Laptops/Mobile Devices in a Windows Server 2008R2 / 2012/XP/ 7 + 8/ Office 2010/2013 and Mac OSX Mavericks/Yosemite 10.10, environment consisting of over 700 local and remote users by working with clients over the phone and providing desk side visits.

Account and Network Administration using Active Directory (A.D) – for Creating accounts for new users, Organizational units OU’s, Deleted old employee’s information Etc. in (A.D)

Mobile Device Management (MDM Air-Watch) Support/Enrollment on iPhones & Android Client phones

Used Altiris Imagining Server and SCCM 2012 to migrate-deploy software and upgrade over 800 -H. P, Dell, Macs Desktop\Laptop PC’s & Virtual Machines (VMware) for a medium sized business.

Preloaded Windows 7 Image using Win7pe to create custom images with updates that suite the business.

Loaded all windows 7 updates to the win7pe Pre-boot image before deploying the image through Altiris or SCCM 2012.

Takeda Pharmaceuticals 06/2014 – 09/2014

Desktop Support / Windows 7 Network Deployments, Network backup’s (Contract)

Upgrade and migrate all old laptops and data to new Lenovo laptops with all information, emails and third-party application’s ready and setup.

Develop troubleshooting documentation guides for end users and the service desk team.

Resolve incident and service request ticket using ITSM tools and systems applications and products (SAP and BMC Remedy).

Andersonville Tech 06/2007 – 03/2014

Senior Desktop, Laptops & Phone Repairs, Support Consultant & Sales - Owner

Operated a small business that provided technical services to SMBs (small and medium businesses) and individuals.

Carried out full-service analysis and repair (Level I, II, and III) of servers, PCs, networking, and security devices.

Migrated over 600 Dell desktops and laptops from Windows XP to Windows Vista and 7 for medium-sized businesses (SCCM 07, USMT, WDS and MDT).

Provided a service for data backups, recovery, and cloning of hard drives.

Built and setup new desktops, laptops, &servers to end users that required special computer specifications & needs

Supported and repaired home and business MFP’s printers and laser jets for small and medium sized business.

Created and supported Active Directory and MS Exchange environments.

Replaced faulty switches, routers, firewalls, motherboards, LCDs, bad hard drive replacements, repairs or restoration.

Installed and repaired Windows NT/Server2003/2008/2012, XP/Vista/Windows 7 & 8, Mac OSX 10.3 to 10.

Hewlett Packard 10/2005 – 10/ 2007

Help Desk Support /Analyst

Served as HP technical consultant delivering various types of services including system setup, configurations, upgrades, deployments, imaging, and maintenance.

Operated individually and directed onsite and phone end-user support for three Chicago sites.

Provided Level II phone and onsite support for office and remote work-at-home users.

Setup, configured and maintained Altiris production-onsite imaging server.

Met consistently and punctually SLA outlined requirements.

Performed corporate printer networking set-ups, printer hardware replacements, configurations, upgrades, and maintenance on many different brands of MFPs.

Platforms / Operating Systems:

Windows 95 to Windows 10 - Expert

Windows NT/Server 2003/2008 R2/ 2012R2, 2016R2- Intermediate

Mac OS 9 to Mac OS 10.14 Mojave - Expert

Linux Ubuntu, Red Hat Enterprise 7, Linux Mint, Linux Kali & Linux Cent OS - Intermediate

Hardware: Lenovo, IBM, HP, Dell, Apple, Asus, Samsung, Panasonic, Toshiba, Gateway, Sony, all brands of Laptops, Desktops, Servers (H.P Blade, Dell PowerEdge), Apple IOS + Androids (MDM –Mobile Device Management)

Languages/Migration Tools: MPP, MPT, MPX, MDT, SCCM, WDS, USMT, ConfigMgr, Msconfig, Services.msc, .BAT, CMD, (GPO) Gpupdate /force, Regedit, Casper Imaging Suite. DISM.exe, ImageX, Sysprep.exe, Remote Desktop (MSTSC-MSRA,) RDP, Powershell, Powershell_ISE

Networking: LAN, WAN, TCP/IP, IPv4, IPv6, DNS, IMAP, POP, SMTP, VPN, DHCP, Cisco Networking (CCNA), WINS, Remote Access, SSH, Static IP, RDP, 802.11xs, Secure FTP, VoIP,(Ipconfig Reset, Renew, /flushDNS, Netsh, ARP -A, Netstat, Tracert, NBTSTAT, Route Print, PathPing, NetDiag, nslookup, ICPM,,Netcat – NC, Telnet etc.

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