Kamal Michael MCSE,CCNA

IT PROFESSIONAL

acxh2x@r.postjobfree.com ● http://ca.linkedin.com/in/ktodary ● M: 647-***-****

Professional Summary

A Bilingual IT Leader with over 20 years’ experience providing superior support to Lan / Wan Networking and Network administrators. Dedicated and committed to sorting out IT network related issues to ensure effective flow of information with strong background in managing IT network services.

Areas of Expertise

Lan / Wan Networking and Active Directory and TCP/IP and DHCP and DNS and WINS and FTP and AppleTalk

Microsoft Exchange server 2003 and 2007 and Domain Controllers and IIS Environment

Microsoft SQL 2008 and Unix / Linux Servers

10 years hands-on experience with Cisco Devices and Firewall Solutions and VoIP Solutions

Technical Support Engineer with Cisco devices and Switches and Microsoft solutions

Full Hardware & Software Maintenance for all kinds of PCs and Computer Networks

Installed and configured backup solutions and Disaster Recovery using multiple utilities

Network Administrator with Full Network Implementation and Administration

Experience leading team of 30 tech support

Install & Configure MRTG tools for monitoring the Bandwidth Consumption on many devices

Microsoft Certified System Engineer, Cisco Certified Network Associate, Scope Certificate in Effective Negotiation Workshop, Scope Certificate in Principles of Leadership

Bilingual support (French / English)

Professional Experience

TD Bank Financial Group 2012 – Present

Bilingual IT Operations Analyst

Provide IT Support to all lines of business in the bank including TD corporate, TD Waterhouse, TD retail, TD Securities, TD Real Estate Secured Lending, TD insurance and TD Canada Trust employees.

Provide technical support for computer software, applications, communications and security; communicated with clients to get information needed to resolve problems; escalated to 2nd level support when needed

Utilize all available resources including customized knowledge base, Microsoft knowledge base and senior staff to resolve customer issues

Proficient with current BYOD technologies (Citrix, Air Watch, Good, BlackBerry Balance)

Answered over 800 Help Desk calls monthly in a courteous and friendly manner, handled email and in-person requests from all clients; team handled over 80000 calls monthly (the busiest Department in the bank)

Logged all incident records/tickets accurately as per the IT department best practices, maintained complete documentation of problem cause, impact and resolution.

Assigned unresolved level one issues to internal partners or external vendors and escalated when necessary

Followed up with clients and ensured resolution was complete and timely

Installed, configured and troubleshoot computer hardware, operating systems, network configurations and software applications, supported remote access users

Provide continuous improvement feedback through SharePoint and weekly huddles to improve the knowledge base and Service Desk processes

Assisted with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software

Discount Holiday Center 2010 – 2012

Network Administrator

Provided Network administration for Mid-Sized Tourism Company

Implementing Role-based Administration in SCCM 2012.

Installed and configured new hardware and software which increased company’s security and protection and workflow efficiency. Received praise from senior management for the hard work

Adjusted system performance, tuned and kept the network up and running

Analyze system logs and identified potential issues with computer systems

Configured and maintained file and print servers, network printers and workstations

Performed daily system monitoring and verified the integrity and availability of all hardware, server resources, systems and key processes, reviewed the system and application log

AA Technologies Company 2005 – 2009

Network Administrator

Provided Full Network Administration for Large-Sized Technology Company

Implementation and administration of Microsoft Exchange 2003 and Microsoft Domain Controller

Implementation and administration of Microsoft SQL 2008 and running SQL server reporting (SSRS) weekly

Implementation and administration of Unix Servers / Linux Servers in Production Environment

Managed users’ 50 mailboxes, distribution groups, permissions and policies in Microsoft Exchange 2003

Implementation and administration of Windows Server 2003 and Active Directory

Implementation and administration for VOIP telephony solutions in all company locations across Africa and Asia and Europe

End-to-end administration and daily production operations of DNS, DHCP, VPN connectivity, and Cisco PIX Firewall for the local and remote end users

Hands-on hardware and software configuration, administration, troubleshooting / resolution of WAN/LAN infrastructure (Cisco routers and switches)

Implemented and administered HP Call manager features and services

Linkdotnet Company 1998 – 2004

Technical Support Engineer

Provided IT Technical Support for customers and Corporate Companies for large Internet service provider

Installed, configured and solved customer problems for lease lines on Cisco® Devices and Analog and Digital Modems and Microsoft® Exchange 5.5 & Internet Information Server 5 (IIS 5) and Proxy Server 2.0 for Secured web access and Firewalls and Internet Security (Software and Hardware Solution (PIX))

Installed and configured HPBX and VOIP solutions for clients

Installed and configured many Monitoring Tools Solutions for the Company Network PDN like for example MRTG tools for monitoring the Bandwidth Consumption on many devices

Technical Trainer for new representatives

Gulf Information System (GIS) 1994 – 1998

Computer Hardware Engineer

Full Hardware & Software Maintenance for numerous types of PCs and Computer Networks, Printers and Scanners

Provided customer support for Internet Services (Internet Software & Connections)

Education & Professional Development

Bachelor of Computer Science and Information System, Sadat Academy for Management Sciences, Egypt

Computer Science & Information System

Certification

Microsoft Certified System Engineer (MCSE)

Cisco Certified Network Associate (CCNA 3.0)

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