Syed Ali

Hanover Park, IL

630-***-****

acqury@r.postjobfree.com

Summary of Qualifications

Dedicated IT support professional with 10 plus years of experience in a wide range of fields including telecommunication, transportation, education and insurance. An experienced and creative problem solver, with the ability of providing solutions via phone, desk-side, and at remote client sites. Able to function independently or within a team environment with a clear focus on client needs and expectations. Seeking an IT support position within a company that promotes career advancement utilizing my professional and educational experiences.

Technical Skills

Desktop Operating Systems: Windows 95 / 98 / NTWS / Me / XP/ Vista / 7, 8.

Front Office Applications: Norton Antivirus Corp, MS Office, Remote login Applications.

Network Operating Systems: Windows 2000 / Windows 2003, 2008.

Hardware: Dell / Compaq / HP server, workstation, and laptop systems.

Software: Microsoft SQL Server, Enterprise Software,

Networking: TCP/IP, DHCP, DNS, WINS, VPN, Routers, Hubs, Wireless Connectivity.

Telecommunications: Call Center, IVR, VoIP, CTI,, Cisco Call Manager, Telephony, Unified Communications, ACD, Call Logging, Avaya,, SIP, TCP/IP, Cisco Technologies, Contact Centers, Call Centers.

Printers: HP, Canon, Zebra Printers.

Remote Software Tools: Astute and LANDesk Software, Front Range ITSM Software, GoToAssist, WebEx, LogMeIn Rescue and Remote Desktop Connection.

Professional Experience

Enghouse Interactive

Oakbrook, Illinois

Application Support Engineer (L2) May 2013 – Current

Work as a part of 24/7 Global CCE Application Support Engineering Group where we support and test highly-scalable, distributed, multi-node environment Contact Center Enterprise software which consist of Voice, Email, Fax, SMS, Web, Social and IVR components which helps Organizations deliver proactive, outbound client service and notifications that help build and enhance customer engagement and loyalty.

Perform advanced level troubleshooting to uncover specific function problem of any issue, typically including phone switches, telephony, email server and web server integration.

Receive calls from customers, document issue, trouble shoot and identifies application related issues. Also, assisted customers with system and software upgrades; effectively supported voice, e-mail interaction and Web Chat protocols and reported issues as needed.

Troubleshoot both proprietary products, customers TCL and Visual Basic scripts, and 3rd party applications such as Cisco Call Manager, MS SQL Server, and Uptivity-Incontact Call Recorder Program.

Routinely communicate with the customer on open issues to gain additional information and/or advise them of the status of their reported issue.

Provide account management to specific customers and manage their on-going needs.

Research and determine proper resource to correct problems.

Interact with other departments to resolve customer issues.

Participate in second shift or on-call pager rotation as required.

Test and deploy application fixes in enterprise environments.

Assist, mentor and brainstorm with other Customer Support Engineers to resolve issues, including assisting in the development of new members to the Customer Support team.

Midas International

Itasca, Illinois

Technical Analyst June 2007 – May 2013

Worked as part of RO Writer Software Engineering group at Midas International, Supporting and Testing Point of Sale system called R.O. Writer.

Installed, configured and troubleshooting of POS system for clients across North America including U.S., Canada and Mexico.

Tested Point of Sales System from its inception to its roll out during yearly software update cycles. Also assisted Q.A. Department with beta version of the programs.

Added users, assigned rights and access, provided training on proper use of the database system, handled day-to-day support issues and resolved them in appropriate time frame. Reporting, data mining, and data maintenance projects using skills sets such as SQL and Windows Database Utility.

Tracked and managed client interactions and resolved all software issues including escalation, documentation and leveraging internal and external knowledge base’s for accurate resolution of technical issues using Astute and LanDesk CRM systems and Microsoft Share Point.

Assisted Junior Technical Analysts with proper training and use of the systems.

Documentation of work performances. Also fixing issues with network, printing, and install, configuring, and troubleshooting the respective point of Sales System.

Logmein Rescue and Remote Desktop Connection to resolve and test issues that are occurring with P.O. S. System.

Networking: Add Computers and Users to the Workgroup or Domain, File sharing across network, Setup and Enable Schedule Task, and configured ftp transmission to get information transmitted between stores and headquarters.

Desktop Operating Systems that we worked with on daily basis: Windows 95 / 98 / NTWS / Me / XP/ Vista / 7, 8.

Front Office Applications: MS Office, MS Share Point, Network Operating Systems: Windows 2000 / Windows 2003, 2008. Configure Antivirus Programs (such as Norton, MacAfee, etc.) to allow the point of sales to communicate across the network.

Hardware: Dell / Compaq / HP server, workstation, and laptop systems.

Configured Printers such as HP, Canon, Dell, and Zebra Printers to print from P.O.S. System.

DePaul University

Chicago, Illinois

Information Services Support Technician May 2005 – June 2007

Worked as part of a PC Technician & Computer Lab Assistant for DePaul University Computer Lab, I.D. services, and Distance Learning Education Department.

Provided user consultation on basic procedures and usage of lab applications and systems.

Performed maintenance of DePaul Course Online Classrooms and worked with the Computer Science department to troubleshoot all technical problems with classroom equipment.

Tracked inventory and consumable supplies using Microsoft Excel and reported any accidents, emergencies to Field Services Manager.

Provided assistance to DePaul faculty with Audio Visual equipment requests and reservations for classroom demos and presentations.

Processed student/staff ID card services, ensured secure access to the lab and all related equipment.

Monitored computer lab, followed documented school procedures and policies, provided safe learning environment for faculty and students.

Used People Soft Program to maintain student information and records.

Netview Inc

Chicago, Illinois

PBX Phone Tech January 2003 – March 2004

Worked as part of Voice Operations team, replaced all existing Meridian phones with VOIP Avaya phone systems across all of Allstate campuses in Northbrook and Willow brook Illinois

Installed, programmed and troubleshooting of Avaya phone system for Allstate Insurance.

Insured proper equipment functionality and escalated issues as required to the appropriate team leads.

Education

DePaul University, School of CTI

Chicago, Illinois

Bachelors of Science, Information Systems

September 2004 – June 2009

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