Management Software
Resume:
MOHAMMAD A. SADAF
Crystal Lake, IL
******@***.***
Obtain a position as a team-player in a people-oriented organization where
I can maximize my technical and customer-service experience in a
challenging environment to achieve corporate goals.
EXPERIENCE
11/13 - current UNIVERSITY OF ILLINOIS Chicago,
IL
IT ANALYST
. Complete support and administration of UIC Chancellor Office and
its executive faculty members.
. Assisted in troubleshooting user problems relating to Operating
System issues, network Connectivity, TCP/IP, configuration,
upgrades, email, MS Office products and internet connectivity.
. Upgraded PC's from XP to Win 7 and Win 8.1 upgraded all MAC's
provided user training and support.
. Installed Office 2011 did mail migrations from older email
systems: Mail-serv, Thunderbird, and Eudora
. Diagnose and repair hardware issues, complete build-out of
computers, troubleshoot technical issues, imaged new machines
and install software applications.
. AD administration on enterprise servers Windows 2008, 2012 R2
and Exchange 2010 account creation.
. Performed device configurations on Blackberry and Apple Mobile
Devices: iPhone 4,5, & iPad 2 & Android.
. Complete setup, configuration, deployment, and support of
MacBook's and iMac environment networking and imaging.
. OS supported, installed, upgraded: Lion, Mountain Lion, and
Maverick. Software installed and configured Final Cut Pro, CS5,
Autodesk products, Symantec and others.
. Projects worked on:
> Email Migration
> MAC OS upgrades
> Inventory Management
> Mobility Devices management
. Modified old documentation and developed new procedures for
imaging, training end-users, and software installation.
. Good user support skills and beneficial communication skills to
relate with team members and support workers.
03/13 - 11/13 EATON CORPORATION
Glendale Heights, IL
DESKTOP SUPPORT ANALYST
. Perform analysis, diagnostics, and resolution of complex desktop
problems for end-users. Support local and remote users including
multiple site queues. Migrated all users PC's from XP to Win 7
provide user training and support.
. Responded within SLA's to incoming voice calls, and e-mails
regarding incidents end-user issues of PC's, peripherals, and
mobility devices utilizing the Global Help desk ticketing system
Remedy v 7.
. Used SCCM to deploy software applications and updates, remote
control clients, collect software/hardware inventory, and OSD's.
. Workstation imaging, workstation migration, and upgrades from XP
to 7. Diagnosed and fixed HD crashes/failures preformed data
recovery.
. Microsoft Active Directory (Win 2008 R2) user provisioning and
MS Exchange 2010 user provisioning. AD administration creating
home drives, setting disk quotes, creating network shares,
creating new OU's, reset password, and daily use of AD Users and
Computers.
. Make recommendations on the upgrade and reallocation of computer
equipment. Recommend software and hardware tools to optimize end
user performance. Install, configure, test, maintain, monitor,
and troubleshoot software and related hardware in order to
deliver required desktop service levels.
. Support Avaya phone system and equipment including user creation
and voice mail. Work with system providers to minimize downtimes
monitor capacity including call plans, licenses, etc.
. Coordinates the acquisition and installation of new desktop
equipment, peripherals and software. Ensured software licenses
are managed and maintained. Received training in IT service
management and incident management.
. Assist in preparing, maintaining, and upholding procedures for
logging, reporting, and monitoring desktop operations. Develop
and maintain a full inventory of all computers, software and
hardware equipment asset management.
. Cultivate and promote cooperation and teamwork within the
department, the company and among the organization's business
support partners for achieving and fulfilling the organization's
business goals.
01/11 - 11-12 WALT DISNEY
Chicago, IL
DESKTOP SUPPORT ANALYST
. Complete end user support for Wide-load a subsidiary of Walt
Disney Inc.
. Support & rollout & maintained Desktop, Laptop, Mobile devices:
Window 7, iMac, iPad 2/3, iPhone 4/4s/5 including iOS updates,
and patch management.
. Handle incoming calls, ticket resolution, and provide support
for issues on software and hardware onsite LAN support included
working with DNS, WINS, DHCP, and AD.
. Provided constant maintenance for applications to ensure optimal
durability and reliability. Complete resolution of new hires
from initial submittal of new user form to getting user
credentials to complete user setup/deployment.
. Order and recommend equipment, involved in purchasing and
implementation of hardware and software, deal with vendors, and
maintain desktop, laptops, iPAD, iPhone asset tag inventory.
. Documentation of new hire processes, software installation,
service request, and changes to initial processes.
. Daily support of MS Office 07/2010, IE 8 and 9, Outlook
97/03/07/2010, Firefox, Safari, Auto-Desk, Maya, Unity,
Perforce, and Project 2007.
. Troubleshoot desk-side issues and interact with tech support
teams to provide fast and effective solutions to problems.
Providing reports/updates to director and senior management.
. Projects completed: Server Farm, Render Farm, RAID Array Network
Storage, CentOS Server, Window 2008 R2 Server, and Workstation
Image Builds.
. Strong end-user support and exceptional communication skills.
08/10 - 12/10 HOSPIRA Lake
Forest, IL
DEPLOYMENT LEAD
. Supervised 10 desktop support analyst in work breakdown,
deployment, performance improvement, helpdesk support, tracking,
and oversee day-to-day operations.
. Group supported 1600 users with software support, network
issues, peripheral issues, and daily tickets.
. Establishing a sound customer service environment by providing
quick response, accommodating user needs, listening to users,
meeting service requests, working with service-now tool and
providing follow up after resolution.
. Configuration and performance of all PC systems window 2000, XP,
and Win 7 upgrades, refresh, and large numbers of deployment
desktops and laptops.
. Server skills: AD administration (Win 2008 R2) on enterprise
servers create new user accounts, home drives, map drives, reset
passwords, create OU's, Group management diagnosis and
resolution of application issues.
. Training and support for Blackberry devices and BES enterprise
server.
. Experience supporting Director, VP, CEO and upper level
management working with Stakeholders. Ability to multi-task and
set priorities: work independently with minimum supervision;
work under pressure; management of personnel.
08/08 - 08/09 CONDELL MEDICAL CENTER
Libertyville, IL
SENIOR DESKTOP ENGINEER
. Provided LAN support to 3200 end users support for Condell
Medical Center and remote Acute Care, Center Clubs, and Medical
offices around Libertyville, Grayslake, Mundelein, Gurnee, and
Round Lake.
. End user (20% phone) software support/troubleshooting, desktop
support, PC repair, ticket tracking (Lotus Notes - Tracker),
ordering supplies, replacement/rollout/new hardware/software on
a daily bases.
. Support and problem resolution of Lotus Notes email system.
Installed and configured various types of software including
proprietary software.
. Resolved daily end user issues/request of different types:
customizing (apps, toolbars, IE), interpreting error messages,
usability issues, Cisco VPN issues, BES Enterprise server,
Blackberry devices, hardware connectivity issues, Cisco VOIP
call manager, NIC's, software installation/configuration, and
adding printers local or networked.
. AD adding/deleting user accounts, setup home drives, roaming
profiles, and LAN resources in a multi-domain/OS environment
working with MS 2K, 2003server and windows 2K, XP, Vista, and
MAC workstations.
. Software supported and used: LANDesk, Proxy, Office Suite '97-
'03, PC Anywhere, Symantec Ghost v 12.0, Tiger and Leopard
10.X, 2000, 2003, XP, Lotus Notes v 7/8, Installation of various
software including NaviCare, Lucidoc, Micomedex, Portal,
Quantum, CO-Path, HOM-HED, PHS 10.0, MSDS, NDAS, and Net-
Learning and other application troubleshoot and support.
. Remote control utilities used remote desktop, terminal services,
VNC, Pc-Anywhere, and LANdesk.
. Developed/maintained procedures for helpdesk, trained 3 desktop
support tech's, and initial training for new contractors.
. Updated procedures for software installs part of a complete open-
to-close ticket resolution.
05/08- 08/08 ALCAN
Rosemount, IL
DEPLOYMENT LEAD
. Supervised 8 technicians providing training, management, work
breakdown, ticket distribution, and over- all improvement.
. Migration/Deployment Dell Replacement of 900 desktop, 300
Laptops and 14 Windows 2003 Power Edge rack-mount Server for
Alcan remote sites.
. Work breakdown, asset management, inventory, weekly reports, and
gathering user hardware data for PC refreshes.
. Manage follow-thru communications to senior leadership on high-
severity/high-impact incidents.
. Familiar with desktop imaging software and multiple models of
desktops and laptops also mounting and installation of servers.
. Interact with Business Partners, IS Teams, and third-party
vendors responsible for other duties as assigned.
03/07- 12/07 CONDELL MEDICAL CENTER
Libertyville, IL
DESKTOP ENGINEER
. End User Support 20% phone support 80% desk-side support
troubleshoot, PC repair, ticket tracking (Lotus Notes),
ordering, replacement, and/or end user problem resolution on
daily bases.
. Opening/Assigning tickets using Lotus Notes Tracker and ticket
resolution in a large environment over 3000 users.
. Installation of client Cisco VPN setup, support of ERP, Cisco
VOIP call manager configuration, and troubleshoot on devices.
User account setup and configuration VPN providing updates and
patch installation removal of user access and creation of
certificates.
. Working with PC Support, Managers, and Project Managers to plan,
implement and support LAN, operating systems, and communication
equipment to meet the goals of the organization.
11/06- 02/07 KRAFT FOODS GLOBAL INC.
Northfield, IL
PROJECT COORDINATOR
. Develop, implement and monitor testing scenarios for services
provided by EDS ensuring the functionality provided will result
in global success.
. Working for ITOPS in Value Leakage, status reports, tracking of
project assignments, forms, and satisfaction survey.
. Assign tasks to team members work breakdown: organize the work,
set short-term priorities, monitor activity, and ensure timely
and accurate completion of the work and provide input into the
performance management process and staffing decisions.
. Good proficiency in MS Office 2003, Live Meeting, Outlook 2007,
Communicator 2007, Visio 2007, and MS Project.
. Detail oriented good communication skills and ability to work in
a team atmosphere.
07/96-10/06 NORTHWEST CONSULTING CORP Rolling
Meadows, IL
IT ANALYST
. Multiple contract positions ranging from Desktop Support to
System Administrator during this time period with companies like
Abbot Labs, CNA Insurance, Unilever, Peapod, and All State.
. Multiple deployment projects from 200 users OS upgrade at Peapod
Inc. in Skokie to 10,000 workstation rollout at CNA Insurance.
. Managing technician: providing training to tech's, QA, supervise
technicians, advising team members and providing feedback to
management.
. Ensure accurate and timely completion of work orders within
support services teams.
. Lead and coordinated on special projects (e.g. PC & phone moves,
upgrades, new office mergers/acquisitions, etc).
. Responsible for asset management, inventory tracking, ordering
and procurement of materials.
. Able to manage time effectively, set priorities appropriately,
schedule calls. Able to maintain professional demeanor under
stress.
1 EDUCATION
02/14 Certifications: Project+, ITIL
(CAPM taking classes)
12/14 Harper College
AAS Computer Information Systems
05/95 University of IL at Chicago
BSEE
Reference available upon request.
Willing to relocate
US Citizen
Contact this candidate