Manager Support

Qualification Highlights

Professional Desktop Support of IT systems offering eight years’ experience with the following core functions:

Provided technical expertise for IT network design, implementation, optimization and upgrade.

Monitored the LAN/WAN network environment including routers, switches, firewalls, Internet access and software applications.

Installation, configuration and maintenance of [Windows servers, Linux, Unix, VMWare ( EXSi, VCenter, VSphere Client), Cisco infrastructure] system network components.

Performed troubleshooting and diagnosis to hardware/software network failures, and provided resolutions.

Provided administration support, accessing network systems in their ‘root’ level.

Technology Summary

Hardware : Cisco switches and routers, Windows servers, Dell, HP, IBM Servers/workstations, HP Thin clients, Laptops, Apple hardware.

Software: Windows/Linux OS, WSUS, VMWare (ESXi, VCenter, VSphere Client), MAC OS, SQL Server, MySQL, Microsoft AD, IIS and Exchange Server, Acronis True Image 2014 for images, Logmein, StarWind iSCSI, Office 365

Protocols: TCP/IP, DNS, HTTP, IMAP/POP3, SMTP, LDAP, NAT, OSPF, RIP, BGP, CDP

EXPERIENCE

Jan 2012 – Present - IBM, Markham - Encana Account - Technical Support Analyst

Responsible for investigating new and existing technical issues and determining solutions in a timely manner.

Working with the Desk side Support Technicians to change procedures

Analyze tickets to determining areas of weaknesses at the Service Desk and providing process change, documentation updates, and troubleshooting steps to improve, reach, and surpass the Service Desk FCR and FTF rate target.

Continue to provide ongoing technical support via phone, email and remote take over.

Perform provisioning, installation, and upgrades for client requesting company approved applications.

Review all open tickets for update and resolution on a daily basis

Using BMC Ticketing System ( Magic) & ServiceNow

Administer Office 365

Install & configure SQL Database ( Create Database & Tables)

Install and Configure VMWare ESXi Servers, Install VMWare VCenter.

Active Directory User / Group maintenance, Group Policy, Directory Permission

Troubleshoot 2nd & 3rd level support for Network connectivity issues

Troubleshoot day to day problems for internal clients ( Printers, Network, Outlook and Applications )

Installing & Troubleshooting Network Printers

Imaging using Acronis True Image 2014

SCCM, DHCP, DNS, SMTP, TCP/IP Support

Configure Switches, Application Support for the clients

Monitor Network Outage 7x 24 ( with email notification )

Maintained RSA Authentication Manager (Hard Token & Soft Token)

Provide RSA, Citrix and RDP support for remote clients connecting using VPN

Add Users & Reset PIN for Good for Enterprise

Blackberry Enterprise Server ( BES ), Cisco Unity Manager, Working with MOBI

Mobile Device Management (MDM) to provide a total, flexible solution for comprehensive management

Support corporate-liable and Bring Your Own Device (BYOD)

Aug 2010 – Dec 2011 - Trafalgar Associates Ltd. Desktop Support

Provided Server Support and internal clients Desktop Support.

Installed Windows 2008, 2012 Servers and maintain users, groups & Group Policies.

Installed WSUS (Windows Server Update Service) and configured

Adding users to Active Directory Security group and Distribution List

Installed IIS server & Apache web servers

Installed and configured DNS Server

Installed ESXi 5.0, vCenter 5 Server and maintaining VM's through vSphere Client.

VMware vMotion, High Availability, Fault Tollerence

Installed Network Printers and setting up printers for users.

Configured Cisco Routers, Switches, Checkpoint firewalls.

Installed & Configured Unix, Linux Servers, VPN Server.

Maintained RSA Authentication Manager (Hard Token & Soft Token), GoodMobile,

Blackberry Enterprise Server, WS_FTP Server, File Server, Cisco Unity Manager

Helped design network architect for high availability, scalability and for maximum security.

Imaging Disks using Ghost, Acronis True Image

Performed system Backups, Windows Server Update Services ( WSUS )

Performed System Monitoring

EDUCATION

Bachelor of Commerce ( B.Com)

Microsoft Certified Systems Engineer (MCSE)

Linux / Unix System Administrator

CompTIA A+ Certification

CompTIA Network+

REFERENCES AVAILABLE UPON REQUEST

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