Manager Engineer

Qaiss (Sam) Aria

System Admin / Sr. Desktop Engineer / SCCM & Casper Subject Matter Expert

*****.****@*****.***

Summary

ITIL V3, MCSE, SCCM, JAMF Casper Suite, A+ and Cisco Certified Enterprise Sr. Desktop Engineer with more than 13

years of extensive experience. Talented systems administrator offering four years of experience in a Windows environment

and expertise in several versions of OS Server (2003, 2008, 2012 R2).

Solidly credentialed achieved MCP, MCSE

Strong grasp of computer security, patching, monitoring, assorted operating systems, numerous applications and mixed

platforms.

Maintain a professional appearance and attitude at all times and demonstrate strong analytical, problem solving, tracking a nd

interpersonal skills. Team player, self-directed, detailed oriented, organized and have excellent follow-up.

Expert in software packaging (MSI, App-V), OS build/deployment, SCCM 2012 R2 Administration, OS patching, Scripting

& automation, SQL Reports and Dashboards.

MDT, WDS, WAIK, PXE

Expertise

Flexra Admin Studio, Install shield, MSI, APP-V Scripting & Automation

System Security, Backup and Recovery Server / End User Security Monitoring and

vulnerability detection.

Server Administration and Repair

User Training and Support

SCCM SME on OS deployment & Patching

Windows Server, Exchange and Lync

Software Packaging, MDT, WDS, WAIK, PXE

Experience:

System Admin / Sr. Desktop Engineer / SCCM & Casper Subject Matter Expert

November 2012 - Present (2 year 6 months)

System Admin with multiple hats to perform daily tasks (Desktop Engineer ing, Scripting, System Admin,

Security, Compliance, SharePoint and Ticketing System Administration).

SCCM 2012 server architecture, build, design, maintenance and troubleshooting. Configure and monitor 10+ distribution

points around the world for 5000+ users.

Utilities System Center Configuration Manager (SCCM) to build / deploy OS, perform desktop / server patches, and deploy

silent push applications to end user computers.

Perform desktop engineering functions including OS deployment, Testing, Automation development, building OS images,

create custom application packages utilizing industry standard packaging tools and scripting utilities.

Maintain, monitor and manage System Center Configuration Manager 2012 and JAMF Casper suite for OSX and Windows

operating systems, software updates and packages, patching and remote management of Riverbed's PC and MAC.

Provide IT management with regular complex SQL reports related to deployments, asset inventory and software compliance,

Manage desktop security, develop, implement and manage corporate desktop and security policies and procedures to ensure

active protection of workstations and servers.

Administer corporate desktop and server anti-virus and anti-spyware application, Install, maintain, and upgrade corporate

anti-virus application and server. Test, validate and deploy Windo ws OS and application security patches, hot fixes and

updates.

Mentor and help develop Service Desk and PC Support technicians. Provide guidance on the administration of Microsoft AD

in relation to rights and administer desktop-related group policies. Provide desktop architectural guidance, maintain up -to-

date knowledge base, skills and abilities on new and emerging technologies that improve employee efficiency and

effectiveness, advise management on new hardware/software technologies.

Helpdesk Support Lead / Desktop Engineer / System Admin at Federal Home Loan Bank of SF

November 2011 - July 2012 (9 months)

Scope of work involved day-to-day management of desktop support unit, ensuring quality and responsiveness in the managing of

tickets, as well as engaging in a program of documenting, definition and continual improvements in the service deliver in an enterprise

environment.

Forefront ITSM ticket and asset creation & management, follow-up, resolving and auditing the status of the ticket, ensuring and

confirming user satisfaction. In addition manage the ticket queues and provide day -to-day guidance for the field staff.

Provide 1st – 4th level of technical support (software, Hardware, Mac & HP Desktops and laptops,

Blackberry enterprise solution, IPhone and IPad Good for enterprise management,) over the phone, in person and by email, interacted

with clients including senior management, VPs, Support of C level executives, CEO,

President and the board with technical needs. Ensure all the service desk procedures and process is in place and followed.

System admin support, active directory management (users, computers, domain controllers, security, groups),

RSA secure token configuration and management, GoToMyPC and VPN, Remote desktop support. SCCM System Center

Configuration Manager, create test and deploy standard build images for desktop and laptops, manage packages, software

advertisement and, push enterprise level monthly updates and patching for desktops, laptops and servers through SCCM.

Performed advanced troubleshooting and resolution of MacBook, IPad, and desktop, laptops, and server application issues, evaluated

the organizations current technology’s use and needs and recommended improvements, such as hardware and software upgrades

Senior Helpdesk Support II, III System Admin at Roche Molecular Diagnostics

May 2011 - October 2011 (6 months)

Level II, III Helpdesk Support System Admin

Senior Helpdesk support, Helpdesk analyst. Providing Level II, III support to over 700+ users including

Executives, CEO and president’s office locally and remotely for entire company in an enterprise environment supporting, MacBook’s,

IPhone, Blackberry, HP desktops and Laptops.

Manage HP service desk manager for daily tickets and resolve them in timely and professional manner.

Answer calls to users and a direct line to VP, Directors & Executives to provide local and remote support.

Manage and deploy Windows 7 migration for over 700+ users on HP desktops and Laptops.

Join weekly and bi-weekly meeting with IT Director and Management team to provide solutions and discuss the success of the

Windows 7 deployment and brain storm ideas for better performance of IT department.

Manage the hardware and software inventory.

Manage users and asset tags of laptops & desktop through inventory.

Manage active directory for users and computers, provide permissions, grant access to folders and manage users and computers on

active network

System Admin /Imaging Project Manager /Senior Helpdesk at NextG Networks

November 2010 - May 2011 (7 months)

Head of imaging project for NextG Networks; I had to create Standard, Project Manager, Engineering and

Accountant Images for more than 7 different laptop models. I Setup, Configured and Installed new windows

7 images, bigger hard drives and memory upgrades for about 170 users in six different states (Chicago, New York, LA, Orlando,

Philadelphia and San Jose).

Traveled to those states to configure the new images, test their new machines and provide on -site technical support.

Provided Level I, II & III support for all the local and remote users.

Provided system admin support in a fully production environment for SQL, Virtual, Exchange, Terminal,

Project, Web, Application and Windows servers. Maintained Symantec backup exec, managed tape drives,

Active Directory, Sonic Wall Firewalls, Riverbed WAN Optimization, Setup VPN, Network drives, Setup network printers, managed

LAN & WAN networking, software and hardware upgrades on servers, laptops and workstations.

Responsible for training end users on using the new system and creating training materials, updating IT manager and director with

fully detailed documentation of the process and activities.

Senior Tech /Owner at Tech on Call

March 2007 - October 2010 (3 years 8 months)

Provide technical support for home and officer end users for their PC & MAC related issues, OS X and Windows platform

troubleshooting and repairs, hardware upgrade and replacement, and provide technical support in a very understanding and friendly

way to clients.

Performs hardware, software and network upgrades for the Small Businesses, MS Windows 2003 Server

Edition based networking and system management, VPN,

Provide On-site and remote Technical support for small / medium businesses

IT Support Manager at Black Bag Advertising

January 2006 - February 2007 (1 year 2 months)

Managed and led a team of 30 workers, laptops and data management.

Maintained security and upgrades on server, workstations and network.

Utilized solid communication skills with senior grade unit officers, immediate supervisor and or higher levels of management, by

providing work reports of all daily activity

IT Technician at Fremont Computers

March 2003 - December 2005 (2 years 10 months)

PC, Laptop, MAC repairs, installation, and troubleshooti ng, more than 10 computers a day.

Designed and Produced Graphic designs and printing material using Adobe Illustrator, Adobe Photoshop and

Adobe Dreamweaver.

Customer service for clients & Computer Hardware and inventory management.

Languages

Farsi (Native or bilingual proficiency)

English (Full professional proficiency)

Urdu (Professional working proficiency)

Hindi (Professional working proficiency)

Pasho (Professional working proficiency)

Skills & Expertise

Active Directory

System Administration

SCCM 2012 R2

Computer Network Operations

Operation System Deployment

Microsoft Certified Systems Engineer

Microsoft Certified Professional

CompTIA A+ Certification

Apple Certified Support Professional 10.5

Web Designing

Graphic Designating

Video Production

Data Recovery

CCNA

Microsoft Office 365

Microsoft Office 2013

Microsoft SharePoint

JAMF Casper Suite

Education

Cal State University East Bay

Bachelor of Science (BS), Computer Science, 2013 – 2017

Chabot College

Associate of Science (A.S.), Computer Science, 2004 – 2006

Interests

Photography

Reading

Bicycling

Martial Arts

Arabic / Farsi Calligraphy

Wood Arts

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