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Customer Service Active Directory

Dallas, Texas, United States
February 26, 2019

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Rameez Shaikh

*** ******* ***** **, *******, TX *5019

Cell: 469-***-****; E-mail:


An experience IT Professional, with knowledge of design, support, administration in Networking.


•Exposure to Microsoft Windows & Linux

•Hardware, Networking & System Administration

•Excellent communication and presentation skills

•Hardworking, quick learner, and enjoys new challenges.

•Able to work with and maintain relations with staff and clients at all levels.

•Functions well in fast-paced environment.


July 2017 – February 2019 McGlinchey Stafford

System Support Analyst


•Image Computers using SCCM and Inventory as needed.

•Setup video conference room using zoom meeting software and troubleshoot zoom and video camera issues.

•Recovered shared drive files and DM files using backup server.

•Used the s2 system to grant access to personal and trouble shoot badge issues.

•Responded to on call issues and critical issues when needed.

•Setup FTP site for users for sharing files with external clients using Filezilla or internal file sharing.

•Troubleshoot citrix session issues using citrix director.

•Setup new users in active directory and assign proper permission and organizational units.

•Setup laptops/desktops and iPhone for new users.

•Managed/Tested UPS devices and UPS systems throughout the firm.

•Used Sierra monitoring tools to troubleshoot network issues or find top talkers.

•Installed and troubleshoot various application issues.

•Troubleshoot OpenText E-docs DM Integration issues with MS Office and Adobe.

•Troubleshoot VPN Login issues and Multifactor authentication.

•Used XEN Mobile to manage and troubleshoot user iPhone.

•Worked closely with Network Team and Security Team to troubleshoot issues.


•Worked with Sophos security console to manage certifications for login.

•Used Sophos antivirus to clean infected systems after removing them from network.

•Used CyberArk privilege manager to install software if deemed safe.

•Used google message center to filter spam and whitelist/blacklist emails.

•Used the S2 system to grant access to office personnel and troubleshoot access badge issues.

•Encrypt USBs/CDs with sophos encryption before sending to external clients


•Windows 10 upgrade – Traveled to 13 location for Windows 10 upgrade, reimaged and quality tested over 500 computers.

•iPhone 10 rollout – Transition from IBM MAA360 to XEN-Mobile – worked with over 300 iPhone.

•Printers - Local Printer swap project and printer setup from Ricoh to HP.

•Linux – Retrieve old S2 security footages from the camera system which used LINUX file system hierarchy.

•Hardware - Swap all local Desktops from HDD to SSD.


Service Desk Analyst


•Provide technical support to customers via telephone, email and through tickets.

•Analyze and troubleshoot software and hardware issues.

•Identify and resolve issues pertaining to network configuration, web hosting and domain registration.

•Sent tickets to appropriate departments utilizing ticket tracking system.

•Solve minor workstation-related issues

•Maintain documentation of processes and tickets

•Investigate reported issues and walk customers through scripted service protocols to rule out numerous problems.

•Support windows domain accounts using active directory and sap accounts.

•Troubleshooting Cisco RSA VPN connection issues.

Aug 2014 – May 2015 AMERISOURCE BERGEN CONSULTING SERVICES, Texas System Support Analyst


•Onsite and remote support for desktops, laptops, WYSE Terminals and printers including break/fix, imaging, configuration and encryption.

•Support enterprise patient and reimbursement applications, Microsoft Suite and multiple other proprietary and other common business use applications.

•Administration of active directory users and computer accounts. Setup new user accounts/passwords, monitored permissions/access rights and troubleshoot errors.

•Supported and troubleshoot Citrix Xen desktop and XenApps.

•VPN support for Cisco AnyConnect and RSA token administration.

•Support custom database application.

•Responsible for IT asset management and tracking

•Repairing IT equipment’s and replacing parts.

•Setting up a LAN infrastructure using cisco switches in meeting and training rooms.

•Successfully analyse and resolved IT hardware issues.

•Assisted with troubleshooting technical issues.

•Provided technical support, resolved hardware/software issues via telephone, locally and remotely.

•Logged and updated the knowledgebase with new issues for team development.

•Supported Go Live and upgrades in system installation and configuration.


- Refresh project: Project involves in upgrading the users to brand new laptops, which includes imaging (new installation) and profiling of the laptop.

- EPO project: It involves in upgrading the MacAfee encryption to the latest version for more than 50 users.

- Annual Re-verification project: Installed and supported 300 WYSE terminals and virtual Citrix user accounts. This was one of the major projects for the company.

- Transition Project: Collaborated with the System engineer to convert users from desktop to virtual xen desktop and train them in using the new environment (GUI).

Feb 2014 – July 2014 GOLD’S GYM, Irving, Texas

Front Desk Customer Service


•Enter data of membership information into computerized membership system.

•Answer multi line phone and assist all members with inquires.

•Participate in all meetings and training seminars.

•Maintain friendly and pleasant relations with all clients and worker

•Build confidence and credibility with all customers and workers.

•Ensure that the front desk systems are followed such as proper member check- In, Telephone inquiry, Guest Registration, Cash handling, Replacement of member ID card, Delinquent account procedures, Account change request.

•Project a polished, professional image at all times.

•Provide a superior level of customer service to members and guests.

•Perform a variety of duties including filing paperwork, doing walk-throughs of the facility or any other duties assigned.

•Fix any computer related issues

Oct 2010 - Aug 2011 QATAR SCIENTIFIC COMPANY, Qatar



•Install and configure computer hardware operating systems and applications;

•Troubleshooting system and network problems and diagnosed and solved hardware/software faults.

•Set up new users' accounts and profiles; troubleshoot and repair issues when they arise

•Configure and Deploys Cisco routers for various functionalities.

•Configure and implement static routing and fine-tuning routing protocols (RIP, EIGRP, OSPF).

•Implemented traffic filters using Standard and Extended Access-lists.

•Implemented security to Router and Switches.

•Possess strong hold on IP addressing, Subnetting, VLSM, CIDR, Supernetting and IPv6.


2019 Currently studying for Linux Certification

2011- 2013 Bachelor of Science in Computing by University of Portsmouth, UK.

2010 - 2011 Cisco Certified Network Associate (CCNA).

2007 - 2009 Diploma in Networking Engineering from NIIT, Qatar.



•Good knowledge in all releases of Windows Server Operating Systems and workstation Operating systems.

•Good level knowledge of Networking including all aspects of TCP/IP, SMTP, HTTP and Network Topologies (Ethernet, Wireless).

•Good Knowledge on communication Media like Coaxial, UTP & Optic Fibers

•Configuration of Network settings including assigning a Static IP, and Designing Network Infrastructure using Subnets.

•Network protocol and IP addressing.

•Having the knowledge of wireless standards and WAN technology.

•Having knowledge of Cisco IOS Router.

•Familiar with VPN IPSEC, SSL VPN.

•Knowledge of 802.11 wireless standards.

•Extensive understanding of spanning tree, switch trunks and inter VLAN Routing.

•Knowledge of DOS commands

•Ability to asses and troubleshoot computer network issues.

Computer Hardware

•Installation of different operating system and its configuration such as Windows 7. 10, 2003 & XP. Linux Red hat

•Having the knowledge of application software.

•Good knowledge of virus and Antivirus.

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