ARSHAD HOSSAIN

****-*** ******* ** *, Scarborough, ON, M1J 2L1

Email: acxkwu@r.postjobfree.com, Cell: 647-***-****

PROFILE

9+ year’s experience in IT Professional with Bachelor Degree in Computer Science concurrently managing multiple systems and applications.

Detail-focused and results-oriented. IT professional with comprehensive system support and upgrading, monitoring, troubleshooting and effective training experience.

Proven technical and analytical skills with ability to quickly gain and apply new knowledge.

Working as volunteer Software testing with Banzai Solutions Inc to gather experience and participated in some projects. Project: Flight search, View report for payment, Credit card validation, Personal Checkbook, Clinic Gate, Mortgage Calculator Tools etc.

SPECIALIZING IN

Operating Systems: Windows, Unix/Linux, Solaris, Mainframe z/VM

Servers: Windows Server 2003, 2008 R2

Networking: TCP/IP, FTP, VPN(I am using it regular basis on my current job for last 5 years)

Database Management: Oracle, Sybase, MySQL, MS SQL and Access

Application Packages: MS Office, Photoshop

Remote Assistance Tools: Tivoli Remote Control, Dame ware, WebEx

Experience in Job scheduling (Autosys, CA-7), Shell scripting(BASH, KSH, CSH)

E-mail support: MS Exchange, Lotus Domino

Test Management tool: HP Quality Center, Quick Test Pro, and Win Runner.

Virtualization: Citrix, VMware Workstation.

PROFESSIONAL HIGHLIGHTS

Customer Account Specialist(Brookfield), Toronto, ON May 2016 to Present

Reporting directly into Customer Account Specialist Team Lead. I am responsible for performing quality control on all user provisioning/de-provisioning activities. I ensure all Service Requests performed by our service providers are performed & documented per the agreed upon procedures. I produce reports on the quality of work performed by the Service provider and propose process/documentation enhancements in order to improve the end-user experience for all BCO supported groups.

Responsibilities:

Receive requests from hiring managers (or their delegates) with initial provisioning information for new hire or modifications to existing users (by email)

Use appropriate tools (e.g., Customer Access Request form, User Roles Matrix) to determine role, appropriate level of access to applications, and equipment requirements

oIf access level is different from standard, obtain explanation from requester and work with application representative to obtain signoff from approver (or their delegate)

Compile and send list of equipment and access to be provided to requester and request confirmation

Monitor Service Level achievement and proactively escalate tickets as required

Monitor on boarding service request and ensure the execution is proceeding

Monitor off boarding service request and ensure the execution is proceeding

Complete relevant access and equipment forms if any gaps are found

Monitor service tickets/work orders for provisioning of access rights, hardware/software, phones, printers, wireless devices, and RSA Tokens and assign work to appropriate groups/team members

Manage completion of requests by appropriate BCO and other groups to meet SLA timelines

oFollow-up when needed to ensure testing of application access is done

As required, provide relevant, timely updates to the requester on the status of provisioning a new user with access rights, applications and equipment on behalf of BCO groups (e.g., Procurement, IT Operations, IT Applications, Deskside)

IT Service Desk (IBM), Markham, ON July 2011 to Apr 2016

Working as an IT Consultant for IBM and support different applications, servers and troubleshoot Hardware, software and network issues remotely for end users.

Responsibilities:

Support different accounts (NiSource, Dean Foods, RBS (Royal Bank of Scotland), Irving Oil, WSIB (Workplace Safety Insurance Board), EDM (Alberta Health Care)).

Provide support through phone and e-mail (Universal Queue).

Resolve the issues related to the end users account like verify account status, unlock account, reset password etc.

Analyze the problems of end users related to Applications, Servers, Mainframe, and Network etc. Create and close the tickets or transfer incident tickets to the resolver teams, also modify and update tickets if needed.

Tools: Application Virtualization(Citrix), Active Directory, VPN, Lockout, Blue Mainframe, Red Mainframe, PeopleSoft, AS400(iSeries), SAP, KPI, JDE, BAS(Blackberry Administration Service )

Remote tools: Dame Ware, Cisco WebEx, Tivoli etc.

Help end users to configure Lotus notes, Outlook Express.

Ticketing tools: Maximo (ISM Previously TSRM), IMPACT, Peregrine, Cherwell etc.

Collecting information and performing initial troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues. Also troubleshoot iPhone.

Leveraging both internal and external knowledge based systems for assisting end users. Logging issues and end user information into the ticketing system and creating knowledge articles when available.

IT Consultant (Morgan Stanley), Halifax, NS Sep 2006 to Jun 2011

Supported applications and Business Units (Fixed Income Division, Invest Management and Prime Brokerage) of Morgan Stanley. Provided most of the “monitoring” and “support” functionality associated with this model.

Responsibilities:

Respond to and resolved Netcool alerts within SLA.

Monitor jobs by Autosys, I edited and run autosys job scheduler using shell scripts in UNIX/LINUX environment on regular basis. Perform batch checks (RFB's, or health checks),

User support (phone, mail, jam).

Application monitoring and batch support across multiple business units for Morgan Stanley in UNIX environment.

Create & run different Shell script for daily checklist. Responsibilities also includes monitor NETCOOL for alerts populating from different servers and nodes. Filtering alert for NETCOOL via policy manager. Query database using MySQL.

Support different MAINFRAME application, which allows viewing the job control. Add or Update Autosys jobs as well troubleshooting upon failures.

Check different Apache web server/ Tomcat container. Stop and Restart the Web server container or Tomcat container if necessary. Check the logs for any errors.

Tools and technologies using for this project were: Shell script (BASH, KSH), NETCOOL, Mainframe application (ms 3270), MySQL, FALCON ticketing system. Autosys job scheduling tools for distributed computing environment (UNIX / LINUX) that provides functionality and tools beyond the standard cron or AT functionality. Control-M job scheduler, which helps to maintain an organized job flow environment and Monitoring.

EDUCATION

Bachelor of Science Degree May - 2006

Major: Computing Science

Saint Mary's University,

Halifax, NS, Canada.

REFERENCE

Available upon request.

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