Software Manager

OMAR MIAN

SUMMARY:

• BS, Computer Science, New Jersey Institute of Technology, Newark NJ.

• Certification: CompTIA A+ Certified Technician, Working on MCITP.

• Over 4 years of experience providing desktop support, IT Tech, PC Tech and Windows Server.

• Extensive experience in troubleshooting, diagnosing, installing, upgrading, configuring and repairing

computer systems for users.

• Provided phone support to remote users with their computer problems.

• Configured network printers and copy machines; replaced toner cartridges and drum units

• Supported the Windows XP to Windows 7 rollout to over 3000 workstations.

• Logged all trouble tickets accurately, maintaining complete documentation of problem cause, impact and

resolution on TrackIT and Remedy.

TECHNOLOGIES:

Software: Microsoft Excel/Word/PowerPoint/Visio, Acronis Imaging, Roxio Creator, PGP, RSA, Cisco

VPN, IPASS, LANDESK, Numara TrackIT. Iron Mountain backup Software, Office 2003/2007/2010

Operating Systems: Windows 2000/ XP/Vista/7/2003/2008, MACOSX.

Hardware: Servers Dell/HP, Laptop Dell/HP/Sony, 3COM CISCO Phones, Blackberry BOLD/Curve, Apple

PROFESSIONAL EXPERIENCE:

Sealed Air Corp, NJ June 2012-June 2013

Desktop Support Specialist

Responsibilities

• Provided technical support for approximately 2000 + end users including the CEO, VPs and Managers.

• Installed, implemented and managed remote PC support via network communications utilizing:

LANDesk remote manager.

• Deployed customized Windows 7 image to new and existing computers with new naming convention

using LANDESK Imaging Tool, joined computers to company's domain network with Admin rights,

pushed approved software via Active Directory and deployed it via LANDESK Software Manager to

complete the process.

• Setup and troubleshoot video equipment such as POLYCOM and Projectors.

• Performed Blackberry/Apple device backups, iOS upgrades, and data synchronizations.

• Used USMT tool to capture and restore user data.

• Configured, installed standard and network multifunction printers.

• Provided end-user application support for the following: Lotus Notes R6.5/R7/R8.5, SAP, Microsoft

Office 2003/2007/2010, Remote Desktop, Internet Explorer and other applications.

• Setup network shares and granted user’s file system rights to applications and network printers.

• Troubleshoot and resolved wireless, iPass, and Nortel VPN connectivity issues.

• Updated user call logs and closed assigned tickets in Remedy after issue was resolved.

• Managed, maintained, and entered all new assets into our Remedy system.

• Periodically placed hardware orders when needed or requested.

• Worked with vendors to replace broken equipment that were under warranty.

• Installed and configured AVAYA IP Phones which included Adding user, Re-naming and Assigning

phone extensions.

• Traveled off-site for computer set-ups and troubleshooting computer problems for executives.

• Managed PC loaner program for emergency purposes.

• Created/Managed user and computer accounts in Windows Active Directory.

Opera Solutions, NY Sept 2009-Oct 2011

IT Specialist

Responsibilities

• Installed, configured, troubleshoot PC's, network connections, software and hardware related issues

running Mac, Windows XP, Vista and 7. Identified and removed viruses from laptops and PCs.

• Supported Windows XP to Windows 7 rollout to over 500 workstations.

• Created laptop, desktop images of different models and backup, restore users data using Acronis and

Ghost imaging software.

• Helped user access to the company's network directories, files, MS Outlook Web and mapped network

drives.

• Installed and configured Iron Mountain on remote users laptops for the data to be backed up

automatically on Iron Mountain server over the network.

• Recovered users lost data from the corrupted local cache folder after Sync failed to initiate properly.

• Logged all trouble tickets accurately as per IT dept best practices, maintaining complete documentation

of problem cause, impact and resolution on Numara TrackIT software.

• Maintained accurate, complete and up-to-date inventory of all hardware equipment.

• Worked with Vendor Specialists in seeking solutions to equipment failures mainly Laptops and Network

Printers. Identified hardware and software problem on users’ laptop which included mainly

upgrading/replacing RAM, LCD, Keyboard and reinstalling/formatting Operating System.

• Performed network administration functions, setup network user account/ permissions, reset passwords

and administered group policies in Active Directory.

• Assisted users remotely via WebEx to troubleshoot computer issues and various software installations.

• Built and configured VMware ESX server. Managed and created virtual machines using VMware.

• Installed and configured new Cisco 3COM IP phones on users' desks. Managed the phone system via

web based phone page.

• Installed and configured RSA agent on users laptop, created user accounts in RSA server and assigned

RSA token to users for secure login to their laptop.

• Built Windows Domain Controller using Windows 2003 and 2008 Server.

• Managed and created user accounts in the Blackberry Server, configured Enterprise Email on user BB

phone using the accounts in the BB Server.

• Helped users connecting with other users across the globe via POLYCOM Video Conferencing.

• Installed and configured network printers mainly HP and Canon.

• Joined computers to company's domain network and completely setup as per users' requirements.

• Automated server user administrative tasks via group policies, i.e. network printers, network shared

drivers and software's.

Bowker, New Providence, NJ Mar 2007-Jan 2009

Computer Operations/Desktop Support

Responsibilities:

• Provided phone support to remote users with their computer problems.

• Troubleshot, diagnosed, installed, upgraded, configured and repaired computer systems for users.

• Managed LAN/WAN installation/configuration/support for more than 400 network PCs

• Coordinated with vendors in order to facilitate computer hardware replacements.

• Regularly performed hardware and software maintenance on PCs.

• Maintained and administered computer networks and related computing environment, including

computer hardware, systems software, applications software, and all configuration setup.

• Documented problems that occurred, such as downtime, and actions taken.

• Responsible for loading new or update software and systems on existing equipment.

• Worked with remote users to resolve remote access issues using a Citrix environment.

• Manually configured network printers and copy machines. Replaced toner cartridges and

drum units.

• Performed daily backups of the data and stored backup data tapes at the offsite storage on a daily basis.

• Responsible for deploying images with SnapDeploy to laptops and workstations.

• Responsible for doing virus fixes, general break fix and support for XP. Backing up users files and

restoring new image after virus infection.

• Escalated major issues to higher ups in an emergency.

EDUCATION:

BS, Computer Science, New Jersey Institute of Technology, Newark NJ

CERTIFICATION:

CompTIA A+ Certified Technician

Microsoft: Working on MCITP

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