ABDUL JABBER

***-** ******** ***** ******* - M*L 1K9 Phone: 647-***-**** acaxb4@r.postjobfree.com

profile summaries

• 5+ years of IT Support experience including Windows experience, Blackberry Enterprise

Server experience, Active Directory, Linux/Unix, Citrix /VPN technology, SharePoint and

ticketing system experience

• Deployed and migrated client's workstation from XP to windows 7 using SCCM 2007

• Highly skilled in troubleshooting software, system maintenance, LAN, WAN and OS issues

• Solid foundation of technology and customer relationship management skills from several years

of experience within the IT services sector

• Hands-on experience in creating and updating Active directory (AD) account and ability to

provide user support with UNIX based system by means of remote access tools

• Able to configure, deploy, maintain Windows server 2008, Active Directory, MS Exchange

Server 2010, IBM Lotus Notes and SCCM

• Outstanding organizing, customer service skills, time management, analytical, problem solving

and communication skills with the proven ability to multitask and deliver to timeline under critical

deadlines

education

• MCSE 2012 (Microsoft Certified Solution Expert Certificate) On Process

• George Brown College, ON, Canada

Oracle Certified Associate ( SQL ) 2012

• International Software Testing Qualifications Board – ISTQB 2011

Certified Software Tester (CTFL)

• Symantec Certified Professional Tech, ON, Canada

Symantec Corporation ( Norton) 2010

• Laurentian University,ON, Canada 2007

Bachelor of Computer Science, ( Hon.)

CAREER RELATED SKILLS

• Servers: - Windows 2008, Exchange Server, MS SQL Server, Active Directory, SCCM 2007

• Platforms: MS Windows XP, Windows 7, Unix, Linux, MAC

• Microsoft Office Suite 2007/2010 : Microsoft Word, Microsoft Excel, Microsoft PowerPoint®,

Microsoft Access, and Microsoft Outlook®), Microsoft Project, MS Visio

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Networking: LAN, VLAN, WAN TCP/IP, Cisco ISO/OSI, Ethernet, VPN,TELNET, SSH,

•

DNS,DHCP, SUBNETTING, Common Protocols

PROFESSIONAL EXPERIENCE

TD Canada Trust Bank Toronto, Ontario Oct 2012 – May 2013

Service Desk Analyst

• Received and responded to service requests for assistance via telephone and email in

accordance with each client's Service Level Agreement ( SLA)

• Processed service ticket with documenting all steps of resolutions and dispatched to appropriate

onsite technicians, or customer-specific internal service resources, as necessary

• Remotely troubleshoot any issues with hardware, software including OS, MS office 2010 suite,

Printer, OCS, IE, Adobe and TD internal water house applications (WMTS)

• Assisted approximately 70 thousands TD internal corporate user's account thru AD and

mainframe application and actively monitor all customer's system

• Performed add/remove, join new users, Computers, OU’s, policy change/delete, Networks

printers through Active Directory

• Supported various TD wealth management applications, LMS, desktop application and

windows server, file server, print server through the use of various web-based remote support

tools on windows xp and windows 7 platform

• Performed troubleshooting on network connectivity issues (NOC), application connectivity

on Citrix and printers configuration issues as well as MS Exchange Server issues

• Supported internal SharePoint application issues and analyzed the root cause of the problem

and researched the resolution steps from PMA (Problem management Agreement) database

• Maintained service ticket ownership throughout the life of the support incident and escalated

high profile issues to the Service Desk Team Lead for appropriate handling and routing

• Troubleshoot applications which run on the UNIX / Linux system and supported client's

Blackberry (BES), Thin client, RSA token and ipad issues

• Interfaced with the various vendors (business sponsors, application developers, and other

support personnel) to plan, deploy, troubleshoot, and support application deployments;

analyzed/rectified post deployment figures to meet optimum results

• Managed back up and deployed and migrated client's system from XP to windows 7 using SCCM

2007 supported Desk side technician as well

• Escalated and dispatched the complex issues to proper team and kept track with the incident

until resolved the issues

Supported System and services at TD:

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Active Directory, Blackberry, Citrix Remote Server, Migration xp to win 7, Win Server 2008, File

Server, Printer Mainframe Apps, TSO,TSYS, RSA Token, Windows XP, 7, MS office 2010, Office

Communicator, Windows Remote Assist, Adobe Reader, Internet Explorer, ESDM ticket tool, WDM

tool, Lotus notes, CDM, Thomson one, Paltrak of Morning Star

ABDUL JABBER

Gemma Communication, (ROGERS) Toronto, Ontario, May 2011 – Sep 2012

Senior Service Desk Analyst

• Provided hardware and software support for computers running Windows XP, Vista / Windows 7

and Office 2007 / Office 2010..

• Served secured network services and resources, LANs, WANs, VPN,s, database file, Internet,

client computer management and supported third party applications.

• Responsible for DNS, DHCP Server, troubleshooting, TCP/IP, Active Directory policy

management, Domain, Domain Controller, AD DS service support.

• Administrated and setting up, network printers, computers and user accounts.

• Responsible for add/remove, join new users, Computers, OU’s, policy change/delete, Networks

printers.

• Provided management of the deployment, monitoring, maintenance, upgrade, and support of IT

systems, including networks, data centers, PCs, operating systems, and associated hardware.

• provided hardware and software support for computers running Windows XP, Vista / Windows 7

and Office 2007 / Office 2010.

• Administered local LAN VMware Machines, MS office-Access, Excel, Word, Power point, and

SharePoint.

• Served secured network services and resources, LANs, WANs, VPN,s, database file, Internet, client

computer management and supported third party applications.

Sutherland Global Services, Sault Ste Marie, ON Jul 2007 – Jan 2011

Senior Service Desk Analyst

• Provided Level 2 technical solutions either by telephone, remotely or onsite according to

established service levels

• Offered a single point of contact and ensures that all support requests are recorded in a timely,

courteous, and accurate manner.

• Installed and configured workstations based on company needs and requirements

• Assisted with data recovery, using tape backup or recovery tools

• Solved routine problems independently and difficult problems with some assistance

• Followed-up on tickets resolved by IT teams to ensure customer satisfaction with service

• Maintained, and repaired computer systems to improve speed and reliability

• Configured windows server and AD defending on client requirements

• Resolved escalated problems which were transferred from level 1

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• Support any issues associated with OS, account setup, networking

• Identified, researched, and resolved technical problems with Norton Security and Expertly

installed, configured and troubleshot PC's

• Performed the Pc Check-up service, Pc Tune up and Virus removal Services based on the

client's requirements as well as supported hardware issue on the site.

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