Service Active Directory

Mohammad Nasar Aziz

Address: **** **** **** ****** ******** NYC New York 11230

Telephone (M): 347-***-****

email: ***********@*******.***

Professional Profile

A dedicated and enthusiastic IT Analyst with exceptional computer skills and extensive experience in supporting the use of various applications and platforms. Adept at improving systems stability, functionality and efficiency with precise attention to detail. Quick to assimilate new ideas, concepts and cutting-edge technologies whilst demonstrating a logical and analytical approach to solving complex problems and issues. Ability to work well on own initiative while demonstrating the organisation and prioritisation skills required to achieve tight deadlines and deliverables. A motivational and inspirational leader with a ‘can do’ approach and always willing to go that extra mile to ensure results. Enjoys being part of a successful and productive team, and thrives on additional responsibilities and challenges. Possesses excellent customer care, communication and presentation skills and is renowned for establishing and maintaining strong relationships both internal and external. Passionate about the field of electronics and is totally focused on the delivery of nothing less than a service of excellence. All my experiences has been working in a live \production environment and working in ITIL framework. Now, Looking for a new and challanging technical position one which will make best use of my existing skills and experience and also further my personal and professional development.

Career Summary

Dec 2014 – Apr 2015 - Request Fulfilment and 2nd line Support – O2 Telefonica

Completing user requests and resolve incident within agreed Service Legal Agreement (SLA)

Using linux\unix to a basic level.

Supporting 10,000+ Users

Providing access to various systems.

Troubleshooting to provide a resolution to a problem\incident.

Using Remedy as Service Management Tool to log calls and to assign tasks

Using Active Directory to add, delete, enable user account.

Working in ITIL environment

Reviewing and documenting process so it complies with security policies

Making sure the process is documented in line with the SOX requirement

Providing IPhone support

Documenting a new process for for a new type of request.

Print Management

IMAC support - hardware, software and moves administration within SLA

Migration and deployment Windows 7

May 2013 – Oct 2014 – Service Desk Analyst - Morrisons PLC.

Key Responsibilities

Supporting various applications and platforms: Windows XP/7, MS Office 2003/2010, Citrix Xendesktop/VMware

Using Citrix Desktop Studio 5 controller to create desktops/profiles and assign to users

Completing users’ requests and incidents within agreed Service Legal Agreement (SLA)

Supporting 20,000+ Users

Using SM7 as service Management tool.

Logging calls and assigning to relevant solving area.

Reset password

Working with the Incident Team, liaising between other teams to resolve complex problems

Analysing technical faults and resolving at first level

Deploying software onto users machine using Microsoft SCCM. Installing and uninstalling Software and creating new shared area

IMAC Support - hardware, software and moves administration within SLA

Liaising with other business areas regarding their logged incident

Carrying out a full investigation and providing second level support for the incident, failed at first level

Creating local and global access groups. Applying NTFS permissions

Providing application support by liaising with 3rd supplier.

Using Microsoft Exchange 2010, administering Mainframe Access and working in ITIL environment

Managing Salesforce system – adding, deleting and updating account details for the stores.

Reviewing and documenting process so it complies with security policies

Making sure the process is SOX compliance.

Documenting a new process for for a new type of request.

Basic Unix administration.

Using VMWARE technology

Print Management

Provisioning Services and Machine creation services – Citrix Xendesktop

Powershell scripting e.g extracting relevant data from Active Directory and creating multiple accounts.

Jan 2013 - March 2013

2nd LINE SUPPORT ANALYST – SERVICE DESK

Leeds City Council

Completing users’ requests and incidents within agreed Service Legal Agreement (SLA)

Supporting 10000 users.

Working with the Incident Team. Liaising with other teams help to resolve complex problems

Using Remedy on Demand as call logging tool. Analysing technical faults and resolving at first level

Carrying out a full investigation and providing second level support for the incident, failed at first level

Creating local and global access groups and applying NTFS permissions. Creating new shared area

Deploying software onto the users machine using Microsoft SCCM. Installing and uninstalling Software

Supporting Windows XP/7, Microsoft Office 2003/2010, MS Exchange 2010, Active Directory and VMware, Citrix/Novell users and working in ITIL environment

Using App-V to package application

Upgrading / Deploying from Windows XP to Windows 7 using ghost / imaging on desktops and laptops using SCCM

Data migration and data backup and restore

Customisation at the desk with the user

PC upgrading and removing old PCs and paperwork for each job

April 2012–Jan 2013

Service Desk Analyst

Sep 2011-Jan 2012

Network Rail

Completing users’ requests within agreed Service Legal Agreement (SLA)

Supporting 40000+ users

Taking 50 – 60 calls per day

Working with User Access Management (UAM) Team, providing necessary access, following service requests

Analyzing technical faults and resolving at first level

Providing second level support for incidents arising from failed first request

Providing IPhone support

Creating local and global access groups. Applying NTFS permissions and creating new shared area

Deploying software onto the users machine using Microsoft SMS

Assigning RSA tokens, key fobs using ACE server

Reviewing and documenting process so it complies with security policies

Making sure the process is SOX compliance.

Using Microsoft Exchange 2007 and Active Directory administration

Providing Blackberry support, creating iphone/ipad accounts, granting relevant access and assisting users

Dealing with laptop Encryption Software and working in ITIL environment

Feb-April 2012

1st and 2nd LINE SUPPORT – DESKTOP SUPPORT ANALYST

Univar Ltd

Supporting users of global Windows XP/7, Microsoft Office 2007, Citrix and configuring WYSE terminals

Deploying and configuring windows 7 using Norton ghost/imaging and providing post deployment and desktop support for hardware issues and installs

Building laptops and desktops

Using Net Meeting as a remote tool and shadowing Citrix users

Supporting Lotus Notes, Novell network, and Active Directory/Active Roles Server to administer user accounts

Configuring LAN, DNS and WiFi settings and basic networking

Backup exec

Providing Blackberry support and assisting users with activating iphone

2007-2011

UAM Analyst – User Access Management

Lloyds Banking Group

Working in User Access Management (UAM) providing necessary access following service requests

Providing second level support for incidents arising from failed first request

Supporting 100000+ users

Taking 60 – 70 calls per day

Using OIM (Oracle Identity Manager) to administer user accounts

Supporting Lotus Notes and Novell network, Windows 2000,Vista & XP Pro,2000/2003

Using TWS to monitor and resolve issues, using remote software tools such as Tivoli and VNC

Creating and managing user accounts, assigning key fobs to users’ profiles

Understanding Active Directory and Exchange Servers

Reviewing and documenting process so it complies with security policies

Making sure the process is documented in line with the SOX requirement.

Creating/deleting AD objects, applying folder permissions, creating and nesting local and domain groups

Providing feedback to the analyst regarding their work and providing coaching, training and development

Acting Team Leader for 6 months

Working with TCP/IP and supporting users of different platforms such as IBM Mainframe and Unix

Setting up new shared area and applying relevant permissions

Deleting inactive and outdated accounts and folders on different domains

Moving business data during the integration of HBOS/Lloyds. Responsible for cross heritage share access

March-May 2007

SERVICE DESK SUPPORT ANALYST

(11 Weeks)

Hitachi Credit

Logging incidents, troubleshooting, resolving hardware issues and installing software

Rebuilding PCs including required software and drivers

Creating and setting up new user accounts in Active Directory and administrating distribution lists to users

Supporting remote users who were connected to the network via VPN connection

Education and Qualifications

HND

Higher National Diploma in Software Engineering 1993-1995

A Levels

Computer Science (B), Human Biology (C)

GCSE/s

7 Subjects including Mathematics (C) English (B)

Institutions: Bradford College, Bradford and Calderdale College, Halifax

IT Training and Commercial Qualifications

ITIL Foundation,

MCSA in Windows 7 – Configuration and Desktop Support Technicians.

Managing Citrix XenDesktop7 Solutions,

Deploying Citrix Xen Desktop 7 Solutions,

Svr Virtualization with Windows Svr Hyper-V & System Center

Currently studying for VMware 5 Professional for Desktop – VCP-510

Interests and Activities

Currently include:

Family time, attending gym and playing football, watching movies and web surfing

REFERENCES ARE AVAILABLE ON REQUEST

Contact this candidate