Sr Technical Support Analyst

VCP *.*, ITIL v* (Foundation), MCITP, MCTS, MCSA, CCNA, Network+, A+

Looking forward to perform in a large or medium enterprise environment where I can utilize my expertise to provide solutions, participate in corporate growth and continue to sharpen my hands on latest technologies.

CAREER HIGHLIGHTS:

Certified and seasoned ASM, System and Network Infrastructure Specialist, with a blend of business management and ITSM consultancy. 12+ years of solid experience in IT industry. Recognized and accomplished VMware and Microsoft system and Cisco/Avaya/ HP network technologist and consultant. Skilled at providing effective technical solutions for SMB and large Enterprise environments. Team approach allows me to lead at the front and if necessary, be effective team player to satisfy customer needs. Updated skill set through continuous education and training.

.Specialty in ITIL IT Service Management, MS Windows Server 2008 R1/R2/2003, TCP/IP Networking, Active Directory, Exchange Server 2007/2003,, SCO Unix, Juniper Firewalls, Cisco, Avaya/Nortel Routing and Switching, Wireless technologies, Blackberry Enterprise Server, SQL Server, PC/Laptop Repair, MS Windows 7/Vista/XP, MS Office 2007/2003, MS Project. Linux Ubuntu/ CentOS

Expert in incident and problem Management, handling of Change management.

Skilled in creating technical documents/ user manuals and easy interpretation of existing document stock.

Performed server hardening and administration in Microsoft and VMWare environment.

Delegated and monitored work among teams and led to the solution with root cause analysis.

Provided Cost-effective and efficient solutions.

Provided efficient and effective training at end user as well as top tier Management.

Experience in team building including Hiring, Training and mentoring for performance enhancement.

Strong understanding of intellectual Property including Copyright & Patent Law enhances business skills.

TECHNICAL SKILLS SUMMARY:

Microsoft: Windows Server 2K8 R1,R2 /2K3/2K NT Server and Workstation, Windows 98/Me/XP Pro/Vista/7, MS Access 2003/2000/97, MSVisio.

Virtualization VMware 4/5/5.1, Hyper V.

Unix: SCO OpenServer 6.0.

Linux Ubuntu (Debian), CentOS(Redhat).

Backup Software: Symantec Backup Exec 10, Acronis True Image Backup, RedGate ESA, GFI mail Archive, Windows Backup.

Backup Hardware EMC VNX 5700 Series, Dell EqualLogic Storage Arrays, QNap NAS System.

Storage Management IBM DS Storage Manager (SAS Storage 3200/3500). EMC SAN(VNX 5700).

Net Management MS SCOM, Solar Winds NPM, Orion.

Ticket Systems HP SM7,Quick Base, BMC Remedy, CA Clarity.

POS Retail System Swedamart, Sweda/Aurora, Elvis/Fipay.

Servers Hardware: HP Proliant ML Servers, DELL PowerEdge, RAID controllers and IBM ThinkServer/Blade Servers.

Internetworking: Cisco routers / Switches (1600, 1700, 2610, 2611, 2950, 3550, 7000 series),

Nortel/Avaya Switches 4526T-Pwr, 4550T-Pwr, Nortel BayStack 470-24T, Trapeze Wireless Access Points, HP V-Series Wireless, Juniper FW SRX210/SRX220, Netgear ProSecure UTM5 and DLink DFL210 Firewalls, Sonicwall 240 Firewalls.

WORK HISTORY:

Client:

Company:

Loblaw Inc.

BFG Location: Mississauga, ON (June 2015 – to date)

Position:

Technical Analyst L3 (Retail store implementations)

client site Loblaw Companies Limited (TSX: L) at Head office. Providing support for nationwide retail store Infrastructure and Corporate Applications responsible for day to day retail operations in-store and in head office.

Role

- Performed Fipay Payment system encryption roll outs on nationwide retail store payment systems.

- Participated in SAP conversion for nationwide 1400 plus retails stores.

- Level 3 support for more than 1400 plus retail Stores and 500 Gasbar IT Infrastructure.

- Maintenance and troubleshooting using IBM DS Storage Manager 10.

- L3 Support for Swedamart /Sweda/Aurora/Fipay retail store application system.

- User Service restoration and live issue resolution.

- Environment: Sco Unix, Linux, VMWare, Win 2K8 R2, Remedy, Cisco, IBM

SurePose, Dell Wyse Terminal.

Client:

Company:

Shell Canada

CGI Location: Calgary, AB (Mar 2014 – May 2015)

Position:

Reservoir Data Management System Engineer

CGI Group Inc. is a multinational information technology consulting, systems integration, outsourcing company and it is the fifth-largest independent IT services provider in the world. CGI employs approximately 68,000 people in over 400 offices across 40 countries. CGI has a primary listing on the Toronto Stock Exchange and is a constituent of the S&P/TSX 60. It has a secondary listing on the New York Stock Exchange. CGI is included in the Forbes Global 2000 ranking of the 2,000 largest public companies in the world.

Joined CGI client, Shell Canada at Calgary head office as Reservoir Data Management System Engineer in order to support corporate infrastructure that constitutes information for oil reserves across the globe and facilitate to establish company's annual financial forecast in accordance with stock price for shareholders.

Role

- Custodian of Incident and Problem Management.

- Application Service management and Level II Support for PetroLook corporate Application.

- Performed update patches roll out on 16 Applications including dev/test/UAT and Prod for 5

lines of businesses around the globe.

- Specialized in Root Cause Analysis and live Issue Resolution in accordance with ITIL V3

Standards.

- Interaction with Vendor for Quality assurance.

Client:

Company:

Loblaw Inc.

Accenture Location: Mississauga, ON (Nov 2012 – Oct 2013)

Position:

Lead Infrastructure Analyst

Accenture plc (NYSE: ACN) is a multinational management consulting, technology services and outsourcing company headquartered in Dublin, Republic of Ireland. It is the world's largest consulting firm measured by revenues and is a constituent of the Fortune Global 500 list.

Joined client site Loblaw Companies Limited (TSX: L) at Head office. Providing support for nationwide Store Infrastructure and Corporate Applications responsible for day to day retail operations in-store and in head office.

Role

- Built team from ground up for night shift and provided training as per project scope.

- Met deadlines for implementation schedules, maintained and met cost thresholds.

- Participation in Incident Management calls, execution of change management.

- Performed retail software patches roll outs on nationwide retail store systems.

- Coordinated with other offshore support teams and delegated work.

- Level 2 support for more than 1200 retail Stores and 500 Gasbar IT Infrastructure nationwide.

- Deployment of Updates and Patches on 6000 Windows 7/XP workstations using SCCM.

- Maintenance and troubleshooting using IBM DS Storage Manager 10.

- Deployment of Batches and health-monitoring of more than 10,000 POS Lanes.

- L3 Support for Swedamart /Sweda/Aurora/Fipay retail store application system.

- Support for STAS(Store Time and Attendance system).

- Support for Pharmacy Kroll system and Dell Wyse systems.

- User Service restoration and live issue resolution.

- Participation in Change Management and Change implementation.

- Delegated and monitored work among offshore teams and led to the solution with root cause analysis.

- Environment: Sco Unix, Linux, VMWare, Win 2K8 R2, Remedy, Cisco, Bluecoat, IBM SurePose,

Dell Wyse Terminal.

Client:

Company:

Loblaw Inc

IBM Canada Location: Mississauga, ON (Feb 2012 –Nov 2012)

Position:

Infrastructure Specialist (Retail Store Implementations)

IBM(NYSE:IBM) offers various IT services in Canada, including Consultancy, Project management and Infrastructure services to major corporate clients.

Client site Loblaw Companies Limited (TSX: L) at corporate IT office located in Mississauga, ON participated with IBM Retail store-infrastructure Implementations team responsible for nationwide 1200+ store hardware and software up gradation.

Role

- Server backups/restoration to and from SAS and corporate SAN VNX 5700 in Vcenter Server and SCO

Unix environment.

- SAS Administration, Maintenance and troubleshooting using IBM DS Storage Manager 10.

- Live issues resolution for IBM on-site technicians.

- Level II Support for Canada wide store deployment of POS system.

- Personalizing the deployment images.

- Support for POS system Sweda/Aurora and Lane configuration Hardware.

- Resolved Network issues on Cisco routing and switching equipment.

- Support for STAS (Store Time and Attendance system)

- Environment: Sco Unix, Linux, IBM DS Storage Manager, Win 2K8/XP, Sweda/Aurora POS System, Quickbase, Remedy.

Client:

Company:

JD Irving Limited

Wipro Technologies Location: Saint John, NB (May 2011 – Jan 2012)

Position:

Lead Infrastructure Operations Services Analyst (Corporate Head office)

J.D. Irving, Limited is a diverse family owned business with more than 45 companies under the umbrella while operating in Canada and the United States. Major areas of business include Shipbuilding & Industrial Marine, Oil Refinery, Power Generation, Forestry & Forest Products, Transportation, Shipbuilding & Industrial Marine, Retail & Distribution, Industrial Equipment, Construction Services & Building Materials, Specialty Printing, and Consumer Products.

Role

- Deployment, Configuration, Monitoring, Backup & recovery, performance enhancement and server

hardening of Dell Servers PowerEdge R610/T410/1960/2960/T410/T510 in Microsoft Windows Server

2008 R1/R2 with ESX/ESXi VSphere environment.

- Server Patch Management, Install, Configure and Physical relocation.

- Participation in Incident Management calls, execution of change management.

- Management, Administration and maintenance 50+ Physical Servers and 200+ Virtual Servers.

- Backup using Symentic Backup Exec Ver 10, on Dell Equallogic Storage Arrays and SAN.

- Preparation and configuration of Juniper Firewalls SRX210/SRX220 using JUNOS CLI environment. Both

in standalone and clustered environment.

- Deployment, up gradation and restoration of Nortel/Avaya Switches and preparation for production from

out of the box position as well as creating and Managing VLANs.

- Configuration of switches in standalone and clustered environment.

- Preparation, configuration and installation of Trapeze Wireless Access Points M422, M632.

- Creating and managing custom templates for Switches, Firewalls and Access Points.

- Updates of network infrastructure diagrams using MS Visio and Solarwinds ORION on the corporate

network.

- Track and report Hardware life cycle validity for more than 600 physical Servers and Security breaches

in wireless Access points Security at more than 50 sites.

Some special Assignments

Corporate MacAfee ePO Server Communication Restoration

Investigated and designed patterns to restore and stabilize communication of more than 1400 Clients (out of total 15,000 Clients) with corporate MacAfee ePO server. In order to establish various malfunction patterns, manually brought back communication for more than 200 Clients.

Automation of Corporate level Servers & PC Life Cycle Evaluation

Developed, automated and documented the techniques of corporate level physical servers and PC life cycle evaluation for more than 200 Physical Servers and 7,000 PC's at 200+ locations. Reports to be used in top (C level) Management for annual budget.

Some of many Projects

Midland Transportation Cambridge, ON / Brampton, ON

Prepared WAN and LAN communication setup for Cambridge, ON and Brampton, ON sites by deploying Avaya 4550T-PWR/Nortel 4526T-PWER stacked switches for Security, Dispatch, DVRs and various other departments. Configured Juniper Firewalls SRX210 in clustered environment for information security. Established site communication with corporate head office.

Irving Consumer Products Moncton, NB

Configured Juniper Firewalls SRX220 in clustered environment for information security. Established site communication with corporate head office. Programmed and Deployed 5 Avaya 4550T-PWR/Nortel 4526T-PWER stacked switches and site wide VLANs for Security, Points-of-Sale, DVRs and various other departments. Established communication for Authorization and Authentication with corporate Radius, SNMP and SNTP servers. Prepared industrial class Trapeze M422, M632 Access points for wireless communication within premises.

Company:

Superior Information Systems, Mississauga, ON (Sep 2008 – May 2011)

Position:

System Administrator

Superior Information Systems is an IT consultancy firm that serves in the market since year 2001. The company has broad range of clients within Canada as well as overseas. Major areas of business are Network Design and Administration, WAN links design and troubleshooting, Server Installation and troubleshooting, MS Exchange / SharePoint / SQL Server/ Active Directory design and deployment. Etc

Role

- Deployed Microsoft Windows Small Business Server 2008/2011, Performed Server Hardening on IBM ThinkServer Machines Cisco Routers 2611 and Switches 2950 equipment and created and managed VLANs.

- Deployed and Managed Active Directory on Win 2K3 and 2K8n environment and Managed GPO’s and

created ACL’s.

- Deployed VMWare ESX/ESXi 4 and Vsphere 4, VMWare Workstation 7.0

- Deployed and Maintained health of DNS, DHCP and managed IIS.

- Backup using Symentic Back Exec on Qnap NAS and FreeNAS.

- Conducted incident management and participated in issue resolution.

- Deployed Squid Proxy Server for MS Windows Server Environment.

- Successfully Migrated Exchange Server 2003 to Exchange Server 2007.

- Performed Exchange Server Backup/ Archiving using GFI mail Archive for Exchange and MS Outlook.

- Designed, deployed and troubleshoot TCP/IP Network projects.

- Designed efficient and cost effective networks using Cisco and HP gear for various clients.

- Created network/cabling and technical diagrams and troubleshooting manuals for clients.

Some of many Projects

Resort Villas Management Woodbridge, ON

- Deployed IBM ThinkServer machine as domain controller and performed sever hardening on MS Windows Server 2008 R2 as Server OS.

- Created and Managed Active Directory, DNS and DHCP Servers. Deployed and Configured IIS.

- Migrated MS Exchange Server 2003 to MS Exchange 2007.

Midas Automotive Inc. (various locations)

Deployed Cisco 2950 Switch for local VLANS, Deployed HP Prolient Server with MS Windows Small Business Server 2008 for centralization. Established TCP/IP network at the newly opened business. Established WIFI setup by deploying Cisco WIFI routers. Provided employee training. Created technical manuals and diagrams.

Project: www.ScenicChannel.com

Scenicchannel.com is USA based company located in Baltimore, MD. I was involved in this project as Project Technical Lead in order to initiate the project from ground up. Project was successfully completed and site is up and running. Scenicchannel.com is a website available to general public dedicated to High Definition scenic content for enthusiasts from around the world. Website facilitates users to sign up and create account, upload their videos or still pictures or create videos from still pictures within site and add background music. Users are able to upload videos by entering URL of a website as well and can comment on each other's uploads. Site enhances travel opportunities, environmental awareness and help share information regarding tourism and scenic destinations around the world.

Role

- Planned the Project scope, set budget and maintained project progress and timeline.

- Built team, provided initial training and maintained team work amongst peers.

- Set Key measurable, performance monitors and generated performance reports.

- Made changes according to the technological needs and advancements as per client requirements.

CERTIFICATIONS

VCP 5.1 (Lic# VMW-00508251H-00404436)

ITIL v3 (Lic# 1168952)

MCITP (Lic# X15-17280)

MCTS (Lic# X15-17276)

MCSA (Lic# X18-20841)

Network+ (Lic# ZB3JSFCB3K1E2WE4)

A+ (Lic# 3ECXY1PB2PF4CCEV)

CCNA (Lic# Expired, rewriting due)

ACADEMIC EDUCATION

Network Engineering Design & Administration - (Conestoga College 2010)

Management & Leadership Skills - (Durham College 2003)

Diploma in International Trade Law - (Inst. Of European Education of Macau-Hong Kong 2002)

Diploma in Graphic & Campaign Management - (Cybernetics College Lahore 1999)

Bachelor of Computer Sciences - (National College 1997)

REFERENCES: Please ask for references.

Contact this candidate