Support Help Desk
Resume:
Remon Fahim
Mississauga, Ontario, L5N 5B9
acs6t2@r.postjobfree.com
QUALIFICATIONS SUMMARY
A bright, talented and ambitious Looking for a suitable IT Support Administrator position with a successful and dynamic company that offers room for progression with a strong technical background who possesses self-discipline and the ability to work with the minimum of supervision. Having exposure to a wide range of technologies & able to play a key role in diagnosing hardware and software problems and to ensure that quality solutions meet business objectives. Possessing a good team spirit, deadline orientated and having the ability to organize and present complex solutions clearly and accurately.
WORK EXPERIENCE
INNOVAGE CANADA, Richmond Hill, Ontario
IT Service Desk & System Admin, Sep 2014 – Present
Providing 1st/2nd line support to users, Supported more than 250 users at the office in Toronto and remote users in Dallas and Florida.
Responsible for third-level support for all server related issues.
Installed and configured an Active Directory Domain Controller.
Experience of managing Microsoft Office365 exchange email environment.
Managed user accounts, groups, print queues and controlling access rights using Active Directory.
Troubleshooting Citrix clients & infrastructure components.
Responsible for the firewall & Antivirus Adminkit.
Performed day-to-day administration functions, backup and restoration, file server maintenance.
Responsible for creating, testing PC images using Image Centre and Ghost.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Implemented various Powershell scripts to improve efficiency.
Managing Exchange 2003/2007, Blackberry Server/Windows Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall Configurations.
Enter commands and observe system functioning to verify correct operations and detect errors.
Oversee the daily performance of computers & servers.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Refer major hardware or software problems or defective products to vendors or technicians for service.
Responsible for supporting: Windows XP/Vista/Windows 7/Window 10/ MS Office Products and Macintosh OS.
Diagnosis of desktop, application, networking and infrastructure issues.
Support Smart Phones.
Configure & support Cisco VOIP phones.
Installation and support of telecommunication equipment.
Working closely with software suppliers to resolve operational issues.
Experience in implementation of VMware and Hyper-V
Read manuals, periodicals, and technical reports to learn how to develop programs that meet staff and user requirements.
MURIYA TOURISM DEVELOPMENT, Oman, Muscat
IT Service Desk & System Admin, Nov 2008 – Aug 2014
Analyze network data to determine network usage, disk space availability, or server function.
Supported all remote offices and home-based users using Team Viewer, NetMeeting, VNC and Cisco VPN.
Provided connectivity (LAN, Internet) troubleshooting and support for approximately 1,500 users.
Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.
Configure security settings or access permissions for groups or individuals.
Created images for various divisions for all desktops and laptops using Ghost.
Install and configure wireless networking equipment.
Install network software, including security or firewall software.
Test computer software or hardware, using standard diagnostic testing equipment and procedures.
Troubleshoot network or connectivity problems for users or user groups.
Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, by recording and analyzing test data.
Back up network data.
Document help desk requests and resolutions.
Create or update technical documentation for network installations or changes to existing installations.
Monitor industry websites or publications for information about patches, releases, viruses, or potential problem identification.
Provide telephone support related to networking or connectivity issues.
Train users in procedures related to network applications software or related systems.
Configure security settings or access permissions for groups or individuals.
Install and configure wireless networking equipment.
ORASCOM HOTELS & DEVELOPMENTS, Egypt, Giza
IT Service Desk & System Admin, Oct 2007 – Oct 2008
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Redirect problems to correct resource
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Inform management of recurring problems
Stay current with system information, changes and updates
Expand or modify system to serve new purposes or improve work flow.
Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.
Determine computer software or hardware needed to set up or alter system.
Respond to requests for technical assistance in person, via phone, electronically
Inspect equipment and read order sheets to prepare for delivery to users.
KEY SKILLS AND COMPETENCIES
Willing to work flexible schedules / shifts / Travel.
The ability to prioritize, work under pressure and meet deadlines.
The ability to work alone or as part of a team.
Physically fit, able to work in confined spaces, crawl and lift heavy objects.
Hold a valid G license & own a Private vehicle.
TECHNICAL CERTIFICATIONS
CompTIA A+ Certified
Accomplished CCNA
Accomplished MCSE
EDUCATION
Arab Academy For Science & Technology, Cairo
Bachelor In Communication Engineering, Feb 2006
REFERENCE
Will be pleased to provide upon request.
Contact this candidate