Rameh El Merhebi

**** ********* **, ****, ** L*S 1J0

Cell# 905-***-****

act186@r.postjobfree.com

Over Five-Years Experienced Technology Analyst, offering blended Technical and Networking Management experience in various production and service companies. Seeking System and Networking support opportunity to utilize skills of high level troubleshooting, resolution and workarounds, documentation, and aligning business goals with technology solutions with least time, cost, and impact to business.

Experienced working with all major companies: IBM Canada, Ministry of Government Services

(MTO), RoyalLePage, Constellation Brands (Formerly Vincor Canada) WORK EXPERIENCE

Free Lancing and Self pace study Present

Troubleshooting B&B End User Software and Hardware Issues: Windows XP and Windows 7. Upgrades. Windows 10 removalé notification removal . BSODs issues. Backup and recovery. Setup LANs, router configuration, range extenders, WAP, NAS media, network printers. Training Users on OS and office 2007/2010. MS OneDrive config and management. Windows Update issues. Antivirus install and configuration. Laptop and Workstation fixing: soldering power ports, replacing LCD and brackets, HDD, memory faults.

Install Configuration Windows Server2012 R2.. Install Windows 2012 ADUC,DNS, DHCP install and managing Roles and Features i.e. HyperV.

Utilizing Virtual Box to create virtual machines and setup intent network to test as Labs I.T./Network Support Technician

01/2012 - 04/2015

Constellation Brands Inc.

Providing IT support on software: Windows XP imaging, Windows 7 imaging and pushes. Office 2007/2010/2013. Fair Knowledge: Office 365 and cloud management, citrix server

(resetting kiosk sessions and winery homepage), and VMware management. Setting up video conferencing and audio connections by utilizing MS Netmeeting then MS Lync 2010/2013. Connecting audio and projector to amplifier thru RCA or HDMI. Setting up Polycom I.P/ or analogue (depending on infrastructure available).

Hardware: fixing hardware on expired warranties, fan heat sinks, hard drives, backup and restore, and data recovery. Used HP Tape library either at the patch panel screen itself or remotely managing onsite backup tapes and offsite as well via SecureIT. Managed hardware lease return.

Networking and server requests, for setups and configuration. Generating VPN certificates. Troubleshooting Cisco client Apps. Connections. Implementing batch files to regenerate profiles. Helped Advanced users in configuring FTP secure connection to servers and adding/removing user access to FTP server. Managing User profiles and software application in Citrix server. Configuration and automated installation of citrix Xenapp startup plugins.

Server requests windows Server 2003/2008, Active directory, Printer queue setups, DHCP management IP reservation, DNS, http/https, proxy troubleshooting intranet company homepages, narrowing issues and providing workarounds till permanent resolution is in place.

Troubleshooting phone issues and swapped to active ports (advised user for request to activate ports by submitting remedy request and advising networking-team.)

Network management: checking and configuring VLANs on cisco switches 2960 and WAPs 1142 Aironet. Helped in design of LANs, deploying switches, APs, fiber cables installation in parallel with documentation and testing. configuring Proxy server testing and client testing. Trusted Sites implementation. Installed Media Converters, Troubleshooted faulty cables, Hands on project in swapping APC (UPS).Installed antennas, tested connections for signal, download/upload speed. Tested Bluecoat-client (software-firewall).

Provided training to users: 1:1, tutorials in email or via chat/phone (screen sharing). Created Templates to facilitate installation of: print queues according to sites and departments, software install, and providing hardware info by running batch files...Tested, configured, and used VDI pools to run legacy software as incompatible in Windows7 64 bit architecture. Worked along VM engineer to create and configure pools and create accounts

Documentation of Data in ticketing System(Remedy), creating MS Word, Excel,and Visio for sites contacts, hardware, business contacts...Uploaded to Sharepoint to share with other teams. Enforced policy password sharing issue, and applied company policies as per sox. Network/IT Support Administrator

01/2011 – 01/2012

RoyalLePage Niagara

Provided Technical Support and troubleshooting for agents and employees on various Operating Systems, Windows XP, Vista and 7. Support including Software: OS, Office applications, Email Support MS Exchange setup(royallepage.ca forward and merge to niagarahomes.com): Outlook 2003, 2007, and 2010.POP and IMAP Accounts (MS outlook, Google sync app, merging emails) and Cell phones mail setups.

Provided hardware support: replacing faulty hardware and upgrades after troubleshooting and following guidelines and policy. Configured vareity of MAC iOS machines for laptops provided workarounds as some drivers for printers are not provided yet by apple by rerouting to different printers. Updates iOS patches and installed 3rd party softwares.

Handled Server backup (VERITAS) on Windows Server 2003 Standard Edition. Used Active directory to add, modify, reset passwords, group policy. Also, used RAID 2, 4 and 5 for backup. Used and tested Norton Exec Backup 2010 for critical data backup as well as managers and important user documents backups. Configured and tested along 3rd party vendor Backed up and tested threshold on a weekly basis to tape drive.

Handled network issues for WAP, Managed switches Linksys-Cisco. Swapped all Dlink with Cisco APs. Configured AP’s settings (assigning IP) to extend range. Configured and initial testing VPN on Cisco Router

Managed firewall on router and configured for online and MAC address ranges and block. Tested Netapp simulator in virtual environment to test data storage redundancy and restore when needed. 3rd party vendor applied

Support Analyst

06/2010-11/2010

Provincial Government of Ontario - MGS

Helped clients (including executive support) in mapping their network shares, network/local printer installations, VPN connections, troubleshooting, remoted to clients computers using Win VNC and guided Users to fix/install applications with admin credentials. Helped clients in activating, setting-up BES account, troubleshooting their Blackberry Handhelds. Routing tickets to designated support group, and Contacted Incident Coordinators(IC) for outages and investigations.

Used EIT-Remedy to create, search and to close incidents upon first call resolution. Assigned tickets to designated groups, attached with error logs, screenshots, troubleshooting process followed as per Knowledge Records available. Troubleshooted Remedy client version: installation, guidance, tickets associations. Called back (email, phone, voice mail) clients to update them with solutions for their escalated tickets and steps to follow. Utilized VTR-chat room and Office Communicator for team communication, assistance, and internet search.

Install, and tested Windows 7 Ultimate (executive level, language pack). Applied encryption security feature as bitlocker and proprietary scripts utilizing EFS in Windows XP to protect data on hard drives and USB flash drives . Data Management and I.T. Support 04/2005 – 12/2009 Cherry Forest Product (Wood and lumber production plant)

Recoded (Visual Basic and SQL statements for queries and reports) I.C.S. (Inventory Control System) tested and periodic optimization to the application. Managed data import and export from text files or Excel spreadsheets (use of formulas and macros) to Access Database I.C.S.

Updated data in databases, using query-forms and spreadsheets. Monthly and periodic backups of database and data files. Generated reports upon requested criteria.

Created user accounts and applied group policy through Active Directory on Windows Server 2003. Software support and installations. Responded to employee’s hardware and software problems by: phone, emails, and in person.

Troubleshoot Network issues and bottlenecks. Updated switches. Managed/Unmanaged with fair knowledge. Set policies on priorities and business need. Managed WSUS for updates and apps restrictions

Managed windows firewall and policies on routers to block sites and internet use

Documented software and troubleshooting procedure and trained my successor. EDUCATION

BSc. Computer Science, equalized degree at University of Toronto. 2004

Certified Compitia A+ 2009

Certified Microsoft MCITP Windows 7 Enterprise Technician. 2013

In progress MCSA Windows Server 2012R2.

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