Technical Support Professional
Resume:
WASEEM HUSSAIN SANDHU
*************@*******.***
Objective
An energetic individual with 8 Years of working experience in System
Administration / Desktop Support & Help Desk / Customer Service is looking
for an opportunity to utilize his skills.
Technical Competancies
Experience in following:
. Microsoft Servers: Windows Server 2013 / 2008, Office 365, Exchange
Online and Exchange 2013 Servers, DNS, DHCP, NAT, WINS, Active
Directory Services and GPMC, MS Dynamics CRM 4, MS SQL 2013 / 2008,
ISA and TMG Servers
. Operating Systems: Windows 8.1 / 8 / 7 / Vista / XP
. Hardware: Servers (HP Proliant Machines), Desktop and Laptop Products
(HP, ASUS, Acer, Lenovo, Dell etc), Network Switches, WIFI Routers
and Access Points (e.g. Cisco, DLink, Netgear etc), Mobile and
Handheld Devices (e.g. Apple, Android, Blackberry, Nokia), Printers
(Lexmark, HP, Epson)
. Softwares: MS Office 2013 / 2010, Adobe Softwares and Antivirus
Softwares, Remedy, Vmware Service Manager (VSM), DW Web, Imaging of OS
/ Installation of Softwares using LANDesk & HP GI-D, Back up and
Restoring Software like Red Dawn, MS System Center 2012, DRA Console,
VMware Workstation and vCenter
Help Desk / Call Center Skills
. Dealing with calls in a highly professional manner as first point of
phone contact for customer
. Handling complaints with diplomacy
. Accurately updating customer records
. Responding to customers who have special communication needs, such as
language difficulties
. Answering queries quickly and efficiently
. Understanding a caller's point of view and ability to empathize with
them
. Able to respond and adapt to the needs of all customers
. Fully aware of laws & regulations regarding data protection
. Effective in working as part of a team and self-driven to work with
minimum supervision in a busy environment
Work Experience
HP Canada for Shell Canada October 2014-
March 2015
(Shell Center, Calgary)
(Desktop Support Analyst)
. Providing best quality Customer Service to Clients
. Working with both IMAC and Client care teams
. Diagnosing Hardware and Software issues and recommending and resolving
those issues
. Disk wiping, Re-imaging, Staging (Patching) and Installation of
machines
. Doing Back Up and Restore of important data files of Users (e.g. PSDs
etc)
. Generating, Editing and Closing Tickets using DW Web & DW NG
. Assigning Computers to Users
. Remote troubleshooting of User Applications using RDP, Remote
Assistance and Microsoft Office Communicator
. Break fixing of Computers (e.g. replacing fans, motherboards, RAM,
Hard Disk etc)
. Creating / editing Users Accounts and Activating their Accounts and
Smart Cards
. Dealing with JML (Joiner, Mover, Leaver), setting up their Computers
and assisting them in logging on for first time. Also retrieving Old
Assets (Computers) from Movers / Leavers
. Creating emergency passwords for Users using DRA Console
. Using Active Directory Query service for locating Users, Computers,
Printers etc
. Assigning Mobile Phones to Users and troubleshooting them in case of
any issue
. Using CAR Readiness tool to see which Computers (Assets) are out of
warranty and needs to be replaced
Best Buy Mobile Canada August
2014 - October 2014
(Mobile
Specialist)
. Opening and Closing Store
. Doing all the opening and closing reports
. Stocking and arranging stuff according to the floor plan
. Helping the customers in getting the most suitable cellular plan(s),
device(s) and Protection Plan(s) according to customers need
. Helping the customers in getting exchanges as per Protection Plan
. Checking the cellular device for Liquid and Physical damage before
transferring it over to Geek Squad for a thorough inspection
. Doing the inventory along with co-worker(s)
Dell Canada for RBC Project (Windows 7 Deployment) August 2014 -
September 2014
(IT
Technician)
. Migration and deployment of Windows 7 from Windows Xp
. Backing up User data and all configurations and settings locally using
VB Script and also saving it to RBC Server using Red Dawn V.4
. Restoring User data, all configurations and settings from RBC Servers
using Red Dawn V.4
. Configuration and troubleshooting of MS Outlook, MS Word, MS Excel,
Power point, Internet Explorer and other banking related Softwares
. Updating and Installing Softwares using System Center 2012
. Troubleshooting and resolving the issue if something goes wrong during
the whole process
T-Booth Wireless May 2014 - August 2014
(Sales
Associate)
. Opening and Closing Store
. Doing inventory and arranging Products accordingly
. Meeting Customers and assisting them in finding the best device(s) and
plan(s) according to their needs
. Receiving and Shipping of Stock
IBM Canada for Alberta Health Services Project, Canada
May - June 2014
(Foothills Medical Center) (Deskside
Support Technician)
. Meeting Clients and resolving issues related to Hardware or Software
. Re-imaging Computers / installation of Operating System (i.e. Windows
Xp, Windows 7) using LANDesk according to Computer's specification
and Department requirements
. Remote Installation / Uninstallation of Softwares (e.g. Clinibase,
IMPAX, SCM, Office 2010 / 2013, Adobe Acrobat Pro etc) using LANDesk
. Adding / Closing tickets in VSM after getting confirmation from Client
. Providing configuration / troubleshooting support for peripheral
devices like different types of printers and scanner and resolving
issues related to Software & Hardware
. Updating / patching the Operating System (Windows 7, Windows Xp) /
Softwares using LANDesk
. Remotely cleaning and defragmenting drives using Launcher
. Diagnosing Hardware, Software and Operating System Problems and
providing or recommending a solution for the problem
Grafton College Islamabad, Pakistan
June 2010 - December 2013
(IT
Administrator)
. Planning, deployment, maintenance and troubleshooting of Wired and
Wireless Networks across the campus (e.g. Access points, Switches & Wi-
Fi Routers)
. Installation, Configuration and troubleshooting of Windows Server OS
on Server Machines for Domain Controller, Additional Domain Controller
and File Server Roles.
. Creation, Configuration and maintenance of ADS, OUs and Group Policy
Objects (Department wise) for Users, Profiles, Home Directories and
Quota Management.
. Creation, modification and implementation of Policies (Department
wise) for Active Directory Users using Group policy as well as in
Moodle
. Taking Full and Incremental Backups of Server machines.
. Deployment, maintenance and troubleshooting of Office 365
. Creation / Modification of Email Addresses in Microsoft Exchange
Online for Students, Teachers and other staff members and providing
support of Office 365 to Users
. Configuring Web Access / Outlook Email Client Programs for Office 365
Users to access their emails over Computer / Tablets / Mobile devices
. Providing troubleshooting support and hardening Windows services
. Providing Desktop Support for Windows 7 / 8, Office 2013, Adobe and
Antivirus Softwares
. Downloading, installing and updating Service Packs and Patches
. Providing Support to Desktops, Laptops, Printers, Scanners, Tablets
and other handheld devices (e.g. Blackberry, iPhone, Android, Nokia)
of Users
Farna Textiles Pvt. Ltd, Lahore, Pakistan May
2007 - May 2010
(Systems
Engineer)
. Planning, deployment and troubleshooting of LAN and Wireless Networks.
. Installation, Configuration and maintenance of Windows Server and
other Client Operating Systems.
. Creation, Configuration and maintenance of Active Directory,
Organizational units, Group Policy Objects, Users, Profiles, Home
Directories and Disk space Quotas.
. Installation, Configuration and maintenance of SQL, CRM and File
Server.
. Configuration and maintenance of Access Control List of AD and CRM
Users.
. Taking Full and Incremental Backups of Server machine and SQL
Databases for CRM System.
. Providing Hardening support for Windows 7 and Windows XP.
. Updating System Softwares and Application Softwares for smooth
operation of systems by Downloading and Installing patches & Service
Packs for Windows & Office Suits and other related Softwares
. Deploying new desktops and laptops to end users
. Installation, configuration and troubleshooting of Software(s) like
Outlook 2007 / 2010, Office 2007 / 2010 and Adobe Reader
. Providing support to handheld & mobile devices (e.g. Blackberry,
Apple, Android)
. Troubleshooting network connectivity problems
. Configuration and troubleshooting of Access Points, Switches and
Routers.
Education
B.S Computer Engineering (2003 - 2007)
COMSATS Institute of Information Technology, Lahore, Pakistan
MCSE (Professional Training Certificate) (2007)
University of the Punjab (PUCIT) Pakistan
License
Valid Alberta Class 5 Driving License
Contact this candidate