Customer Service Software

Ali H Syed

Mobile: +1-561-***-****

Email: ********@*******.***

PROFESSIONAL SUMMARY

Over 6 years of experience in IT Support, Project Management, Server and Network

maintenance with combining strength in analytical mindset and team-leading skills to

contribute towards organizational growth.

CERTIFICATIONS

Microsoft Certified IT Professional

2012

Cisco Certified Network Associate (Routing & Switching) 2012

Apple Certified training on IOS Mountain Lion 2014

HIPPA Certified 2014

TECHNICAL SKILLS

Software/ Applications: MS Windows Server 2003/2008/2012, MS Exchange Server

2010/2007, Office 365, Onboarding, MS SQL, Solarwinds, MS Windows XP/Vista/7/8, N-

Central, Logmein, Altiris, VMware vSphere Client 5.0, VMware Fusion, Symantec Backup

Exec System Recovery, Veeam Backup, MS Office 2010/13, MS Project 2010, MS Visio

2010, Cisco VPN Client, Cisco Configuration Professional, Advanced IP Scanner, Team

Viewer, Kaseya, Acronis, Lync 2010/2012, Partition/ Data Recovery Tools, Magic ISO, Intuit

QuickBooks, CBS, CSA, POS Systems, UPS Worldship, Fedex Shipping Manager, IBM

Cognos, AccelaCapture / Smart, Adobe Acrobat, TFTP Server

Hardware: Worked on HP Proliant Server Series, Dell, IBM, SAN P2000’s, NAS, Cisco 881,

2600, Cisco ASA 5505 Firewalls, Catalyst 2960, 3750, HP Adtrans, Desktops, Dell/HP/

Lenovo/Mac Laptops, Microsoft/Apple Tablets Troubleshooting

PROFESSIONAL EXPERIENCE

1.Independent Contractor

Managed Services

Boca Raton, FL

Systems Engineer

Jan2014 – Till Date

• Respond to alerts and tickets from various monitoring systems

• Take ownership of incidents and customer interaction

• Escalate and remediate client issues

• Take responsibility to ensure that all SLA/KPI objectives are being met according to

defined service levels

• Coordinate and communicate with field and escalation resources, partners,

customers and various internal units and stakeholders

• Responsible for monitoring and supporting all aspects of large scale information

technology environments

• Work as part of a team in technical, services, and project support areas to meet

identified goals and objectives

• Utilize strong technical skills for effective troubleshooting and problem solving

• Communicate effectively with clients and staff at all levels

• Create and maintain comprehensive documentation as it relates to server and

network topology, equipment, and configuration(s).

• Formulated and installed Lync functionalities for multiple clients.

• Provided technical guidance for migration, configuration and deployment of Lync.

• Suggested and implemented latest technologies and software solutions.

• Administered and supported system backup and disaster recovery processes.

• Maintained detailed technical documentation of messaging and system architecture.

• Utilized ActiveSync for configuration of mobile messaging services.

• Managed MS Exchange servers, AD applications and public folders.

• Complete deployment of Office 365 Projects that include

1) Exchange Online Configuration and Email migration

2) Lync online Configuration and installation on Clinet machines

3) Creation of Team Sites on SharePoint Online.

4) Setup of ADFS 2.0 and ADFS proxy servers

5) Directory Synchronization.

6) Email migration with Staged, cut over and Hybrid approaches.

• Create project plans, design, and implement solutions.

• Level 2 and Level 3 Support for problems identified with systems and network. Will

act as an

• escalation for Level 1 and Level 2 Managed Services support technicians.

• Create, request, and present technical specifications and requirements for

purchasing of new

• servers and networking equipment via quote procedure.

• Participate in after-hours upgrades, troubleshooting, and/or on-call availability as

needed.

• Standard system administration duties including server install, System/Application

install and

• patch management, Windows problem determination and resolution, log analysis,

etc.

• Provide Infrastructure services in all areas needed: storage networking, Operating

System,

• network security, directory services, server virtualization using system backup and

restore,

• system and network monitoring, application installation and configuration

• Assist with monthly reports, and recommendations for Managed Services Clients

• Interface with third party vendors as liaison between client and vendor

• Utilize superior customer service skills

• Stay current with system information, changes, and updates

2.Netgain

Healthcare IT Managed Services

Park Ridge, IL - 60068

Site System Engineer L2

June 2013 - Dec 2014

• Maintaining the IT environment by analyzing requirements, resolving problems,

installing hardware and software solutions, and supporting the internal and external

IT L2 helpdesk issues

• Migrated from Exchange 2003/2007 to Exchange 2010, 2013, Office 365 using

Microsoft Deployment Assistant, Code Two Office 365 Migration

• Installation of Microsoft Windows based Server OS under VMware environments to

test multiple applications for load balancing purposes

• Migrated the data from the old server to the new server. Setup the old server to

mirror critical data from the new server including all Exchange data, users home

directories, databases for the propose of a disaster recovery in the event of a server

crash.

• Provided disaster recovery of the severs that resulted from a corrupt configuration

file.

• Configured and maintained all the networking equipment from scratch

• Cisco & HP switch configuration in particular VLAN configuration/troubleshooting.

• Assisted with disaster recovery infrastructure design and implementation and SAN

storage infrastructure design and maintenance.

• Analyzed LAN to determine what were the major problems and improvements

needed to be made to the network infrastructure.

• Troubleshooting and repairing cabling, and network problems site wide, used

Network General Sniffer, formulated an accurate port to room map for

troubleshooting.

• Build and maintain Visio documentations for Clients

• Communicating and negotiating with users, specialists, other staff and suppliers.

• Provide technical assistance and support for incoming queries and issues related to

computer systems, software, hardware and networking

• Monitoring and responding quickly and effectively to requests received through the IT

helpdesk

• Experience in providing end-to-end support either in person or over the phone

• Install, test and configure new workstations, peripheral equipment and software

• Experience in maintaining inventor using asset management protocol

• Configured and managed enterprise level backup solutions

• Deployed enterprise level anti-virus endpoint solutions

• Technically proficient in performing assigned duties at a high level of independence

under minimal supervision.

• Determined proper installation parameters for software and hardware, for smooth

integration, transition and efficiency.

• Analyzes, detects, identifies and corrects technical problems and deficiencies.

• Plans, develops and implements backup and recovery procedures.

3.EZIS Solutions

Managed Services

Hoffman Estates, IL - 60169

Systems Analyst L3

Jan 2011 - May 2013

• Maintaining the server environment by analyzing requirements, resolving problems,

installing hardware and software solutions, and supporting the internal L3 Helpdesk

issues

• Diagnose and resolve technical hardware and software issues

• Provide technical assistance and support for incoming queries and issues related to

computer systems, software, hardware and networking

• Monitoring and responding quickly and effectively to requests received through the IT

helpdesk

• Experience in providing end-to-end support either in person or over the phone

• Modify configurations, utilities, software default settings, etc. for the local workstation

• Utilize and maintain the helpdesk tracking software

• Follow up with customers to ensure issue has been resolved

• Ensure all the workstations are up-to-date with the latest drivers, software updates and

backed up for any future failovers

• Install, test and configure new workstations, peripheral equipment and software

• Experience in maintaining inventor using asset management protocol

• Configured and managed enterprise level backup solutions

• Deployed enterprise level anti-virus endpoint solutions

• Provide helpdesk support and resolve problems to the client’s satisfaction

• Created a process to provide support efficient

• Supported and managed in Active Directory

• Responsible for administration and internal support of the Company’s PCs, printers,

servers, and related equipment

• Manage PC setup and deployment for new employees using standard hardware, images

and software

4.The Listening Company

London, United Kingdom

IT Support Analyst

Apr 2009 - Dec 2010

• Installing and configuring computer servers

• Diagnosing and solving hardware/software faults Analyzing call logs to spot trends and

underlying issues Investigate and troubleshoot issues.

• Help customers and internal employees with upgrading the corporate and individual

packages

• Involved in training team members with level 1 support

• Research and recommend innovative processes and where possible automated

approaches for system administration tasks

• Perform daily system monitoring, verifying the integrity and availability of all hardware,

server resources, systems and key processes, reviewing system and application logs, and

verifying completion of scheduled jobs such as backups

• Contribute to and maintain system standards

4.Media Travels & Technologies Ltd.

(UK based In-bound Call Centre)

Hyderabad, INDIA

Sales Representative

Apr 2006 - Feb 2009

• Helped customers with online reservation systems and resolving any issues with the

booking systems and payment errors

• Maintained standard help desk procedures

• Assisted customers on making payments online and familiarizing them with company’s

customer central

EDUCATIONAL QUALIFICATION

Bachelor’s Degree in Commerce and Computer Science

Completion date: 2006

Hyderabad, India

References available upon request.

Contact this candidate