Mir M Sharif Uddin

****-** ******* ***, ***********, Ontario, M1T 3N3, Phone: 647-***-****; actddy@r.postjobfree.com

Experienced and certified IT professional seeks a position with advancement opportunities in high-availability mission-critical 24x7 windows/UNIX environment that will utilize acquired professional skills, education and training in the field of IT support, Active Directory, Exchange, Citrix, VMware, technical support, operating system and server administration, troubleshooting in line with ITIL to boost organizational development, productivity and profitability and to achieve an organizational goal.

EDUCATION

Bachelor of Science, Computer Science University of Windsor, Canada

SKILLS SUMMARY

Over 10+ years’ experience in desktop/server support with various flavors/releases of Windows 95, 98, ME, XP, Windows Vista, Windows 7,8, 10.

Extensive working experience with Windows, MS Office, Outlook, HP-Service Manager, ITIL/ITSM, Secure ID Administration, Active Directory, MDM, Internet and Intranet.

Installation, configuration and administration working knowledge on Windows Server 2003, 2008 R2, 2012 and Exchange Server 2003, 2007, 2010 at single or multi-level domain platforms.

Experience in Active Directory 2003,2008,2012 group policies, TCP/IP, DNS, DHCP, File & Print Server.

Strong knowledge of Citrix Xenapp 4.5,5.0,6.x, XenDesktop, XenServer and VPN.

Expert in assemble of hardware, install software, and repair desktop, laptops and printers

Experienced in troubleshooting all smart phones and hands on experience on Mobile Device (iOS, Android and Blackberry) Management, like – Blackberry Enterprise Server (BES) 5, 10 Activation and Configuration.

Extensive experience in diagnosing and solving computer-related problems in a large, diverse computing environment.

Experience working in an ACD/IVR environment utilizing applications such as CCMIS and/or Cisco CAD.

Strong experience on Microsoft Deployment Toolkit(MDT), SCCM, Software Packaging and delivery

Experience in Microsoft Office Suite (Word, Excel, SharePoint), Outlook and Printer networking

Experienced in Multi-vendor Virtualization environment VMware ESXi, VSphere

Experienced in building virtual server(VMware hosted virtual server )

Strong technical infrastructure background in production environment and experience in virtualization

Experienced in software installation, updates, firmware upgrades, managing software/hardware and installation of application packages, patches and troubleshooting of operating system issues

RHEL Linux 5,6 on VMware, VMware ESX(4.x,5x) environment and other virtualization technologies

Experienced about current and emerging computing, communication and Internet related technologies, e.g. hardware, software, appliance solutions, high availability and load balancing technologies, multitasking and multithreaded configurations, local and wide area networks (wire/wireless).

Experienced in information technology asset management and configuration management.

Excellent problem solving, leadership, facilitation, interpersonal and communications skills, both written and oral.

Work independently as a leader and/or cooperatively as a team member. Able to work under pressure and extensive professional experience in providing 24/7 telephone support in a client support function.

Senior IT Consultant August 2015 – Current

Cogeco Cable

Current Project:

Client workstation (5000+) migration from windows XP to windows 7.

Mobile device and data migration from Blackberry, Samsung S5 to iPhone 5 and 5s.

Cisco IP Phone firmware upgrade using Call Manager CUCM 4.x/5.x/6x.

Microsoft Outlook upgrade from Outlook 2007 to 2010

Windows 2010 migration in POC

Upgrade internet explorer from 9,10 to 11

Exchange Server migration from 2010 to 2013

Duties and Responsibilities

Delivered Tier 1 and Tier 2 technical support infrastructure for 5000 + end user, 40 sites, via phone, email, and in person to resolve software and hardware issues; supported Android, Blackberry, and iPhones.

Responsible for system and process issues, including design, implementation, evaluation, efficiency, problem solving, and maintenance.

Logging of all relevant incident/service request, allocating categorization and prioritization within Service Level Agreement (SLA)

Ensures operations run as planned through answering questions, increasing productivity in existing processes, systems training, and problem resolution.

Identifies trends with system and process problems, and works with all necessary departments to correct.

Implementation of new hardware/ software systems. Conducts testing on new system and process to resolve all problems prior to the operation.

Monitoring, supporting and maintaining results of the new systems.

Prepares custom reports and records on department activities for management.

Reviews and analyzes reports, records, and directives, and confer with management to obtain necessary data required for strategic planning.

Evaluate and prepare FAQs and technical notes for the knowledge base.

Proactively communicates information to the client community such as downtime information, critical problems, planned changes, software deployments, etc.

Handled escalation and complaint calls. Provided technical level analysis on complaints to clients.

Used SCCM as primary remote tool to support users; set up software packages, deployed IE 11 to all computers, and created reports.

Facilitated large migration from Exchange Hybrid to Office 365, working with external support to resolve issues. Ensured correct user settings for Office 365 in Microsoft Office, and assigned licenses.

Created and maintained email accounts on Exchange and user accounts in Active Directory

Managed and maintained access to resources, configured access to shared folders, configured files.

Administer MDM Good App and BES 10, managing user and device profiles.

Documenting investigations, best practices and solutions to benefit future investigations, identifying enhancements to processes or operations that would improve the efficiency of the team and report to Business on all outstanding issues.

Mentored and created documentation/knowledge base articles for the junior support staff which allowed them to successfully complete routine tasks and troubleshoot on the infrastructure under support

Senior IT consultant April 2014 – July 2015

RBC

Project - Windows 7 Migration

Duties and Responsibilities

Deployment of Windows 7 images and applicable applications utilizing SCCM/MDT/F12.

Providing Windows 7 Post Migration support for 88,000 Employee, over 100,000 desktops/ notebooks/workstations, in all LOB at RBC including 5000+ in-house application.

Experience working with MDT and creating collections within SCCM for software deployments.

Desktop/Server Level Backup, Imaging, Antivirus and Recovery, Restore, configuring systems and applications

Liaise with Tier 2/3 support service delivery units, including dispatch management (to Tier 2/3 support).

Use remote control to resolve incidents and provide assistance when possible.

Utilize monitoring and diagnostic tools to assist with incident resolution.

Good For Enterprise and BES administration support end user.

Provide technical information to clients.

Manage Server 2008, 2012 user access, network connectivity, printer driver update, Configuring network printers

Gathering requirements for desktop applications and automate the installations; working closely with desktop support teams

Write technical procedures and documentation for applications, operations and policies and procedures

In addition, acted as a Deskside Support in RBC Plaza, beginning of the project.

IT Analyst Oct 2012 – Mar 2014

CIBC

Duties and Responsibilities

Troubleshoots and diagnoses over 50,000 desktops/ notebooks/workstations hardware, software and connectivity issues.

Manages domain account and Citrix sessions, contacts and asset information.

Troubleshoot 4000 + application issue in different platform, like Windows XP, Windows 7

Provide support for wireless devices including (Notebooks, Blackberry, tablets Etc.) configure and troubleshoot. Support Good application and BES. Develop and provide user support content and documentation (i.e., Intranet web material and knowledge management articles).

Respond to user inquiries, investigate and analyze problems, develop solutions and/or action plans, and liaise with users and other technical support staff to resolve problems.

Assist in reviewing the effectiveness of operational standards, procedures and processes, and recommend changes.

Participate in team projects and make recommendations to enhance IT support.

Support MS Outlook, Excel, live meeting, MS- Lync, RSA Secure ID Administration, Active Directory.

Maintain detailed documentation in ticket system (Service Center, Service Now), and escalate when appropriate.

Document and update written knowledge base policies and procedures.

IT Support Analyst consultant Feb 2011 – Sept 2012

IBM

Duties and Responsibilities

Assisting “Fireman's Fund Insurance Company” Employee, Vendor and Contractors IT issues including Hardware and Software in an fast paced environment at IBM.

Responded to telephone calls, email and self-service online requests for assistance and service directed to the accounts assigned to by IBM.

Support Active Directory including the setup and administration of internal user accounts & Monitoring

Provide support for Active Directory and DNS, Firewall, Citrix, Exchange servers and VPN

Analyzed and made recommendations to better assist and meet the needs of internal clients.

Created and maintained Citrix and VPN profiles for IBM clients.

VPN user id administration including created user profiles and connectivity issue using remote VPN Dialer.

RSA SecurID, user administration and troubleshooting.

Resolved Internet and Wi-Fi connectivity issues for home and office users.

Experienced in anti-virus, adware & malware removal tools.

Senior System Support Sep 2009 – January 2011

ISL

Duties and Responsibilities

Dealing with Dell client’s Desktop, Notebook, Server, Workstation efficiently in a timely manner.

Installation, troubleshooting including update anti-virus, drivers, service pack for all dell computers.

Responsible for implementation procedures to support the production operating system and database environment, including user, security and disk space management.

Responsible Planning data backup policy and implementation central management for daily data backup for disaster recovery.

Maintain a Team of 8 members for updating all IT Asset for ICDDR, B in entire Bangladesh including software and hardware. Update Anti-Virus, Drivers, and Service Pack for all Dell Computers of 2000+ employees.

In Addition, work with ICDDR, B IT Team for all kind of Break/Fix issues including Warranty claim with Dell and also Repair.

Advanced Resolution Specialist May 2006 – August 2009

DELL

Duties and Responsibilities

Assisting XPS and also corporate customers over the phone to diagnose problems and provide resolutions for technical and service issues that lead excellent customer experience.

Providing an advanced level of diagnosing, troubleshooting and resolving complex system related issues, using Dell policies and procedures to determine a course of action.

Providing customer with “Total Solution” including parts. Promote One stop solution by providing technical support, sell and also customer satisfaction, which is the primary constraint followed by Dell.

As recognition, I was awarded top 10 employee of the month and also scored 100% quality several times.

Troubleshoot to fix hardware, software & network issues for Business customer.

Assisting colleagues with technical, functional assistance for complex calls.

Ensuring a quality support environment and to obtain maximum customer satisfaction.

TECHNICAL SKILLS & EXPERTISE:

Operating System

:

Windows 95, 98, ME, XP, Windows Vista, Windows 7,8, 10, Windows Server 2003, 8, 12(POC), RHEL 5.x,6.x, 7(POC)

Virtualization

:

VMware ESXi, vSphere, VMware Virtualization

RHEL KVM, Windows Hyper-V

Networking

:

TCP/IP, NFS, NIS, DNS,LDAP,SNMP, DHCP, FTP, SFTP, TELNET, SSH

UDP, ICMP, IPMP, Network troubleshooting, Server configuration, NTP

Backup & Recovery

:

Symantec NetBackup 7.x, VERITAS Backup Exec

Programming

:

Java, C, Miranda

SAN/NAS

:

EMC Connectrix FC SAN Switches, Netapp, Hitachi

Change Management

:

HP-Open view, Service Now

Incident/Problem Mgmt

:

Remedy ARS, HP Open view, Uptime, Service now

Remote Connectivity

:

Telnet, FTP, SSH, SFTP

User Mgmt

:

VPN, RSA SecurID

PROFESSIONAL CERTIFICATION

DCSE Foundation Portable 2010 (DCSE Cert ID 2003)

DCSE Foundation Desktop 2010 (DCSE Cert ID 3016)

Dell XPS Advanced Resolution Specialist, Ottawa, ON

Dell SMB Specialist, Ottawa, ON

TECHNOLOGY TRAINING

ITIL Foundation V3 Training completed

VMware Installation, configuration and support

VMware Data Center Virtualization Fundamentals

VMware Network Virtualization Fundamentals

BIG Data - Hadoop Administration

REFERENCES

Will be furnished upon request

Contact this candidate