Desktop Support Management

Jamil Hasan Farajov

**** ***** ****** ****

Austin, TX 78728

512-***-**** *******@*****.***

E D U C A T I O N

Texas A&M University Corpus Christi Corpus Christi, TX Bachelor of Business Administration (Jan 2010 – Dec 2013) Overall GPA: 3.09 /4.0 Major: Management of Information & Systems

Relevant Coursework: Database Management, System Analysis & Design, IT Project Management, Business Application Development, E- commerce Management, Website Development, Business Data Communication Systems, Macroeconomics/Microeconomics, Financial/Managerial Accounting, Financial Management, Business Law Certifications: CCNA (2016), ITIL (In progress)

Skills: Active Directory, Group Policy, Microsoft Exchange, Microsoft SharePoint, Lync Server, Printer Server, SQL, HTML, CSS, Routing and Switching

W O R K E X P E R I E N C E

Desktop Support Specialist Austin,TX

Harte Hanks Inc. September 2016 – Present

• Provide support for hardware and software maintenance on 900+ computer systems

• Perform network implementation's, system reallocation's and end user application support

• Investigate, analyze and resolve hardware and associated software and communications problems on company network systems

• Perform hardware repairs and maintenance on Hewlett Packard Desktops, Lenovo Laptops and other PC-based computers and peripherals

• Provide advanced technical assistance and support via troubleshooting hardware, software, and network failures and conflict resolutions

• Evaluate existing computer systems and execute system upgrades based on user needs

• Install, integrate, and configure new computer systems and hardware for users

• Research, analyze and recommend appropriate hardware/software for customized configurations based on unique client specifications IT Supervisor Baku, Azerbaijan

Petroliam Nasional Berhad(PETRONAS) August 2015 – June 2016

• Developed security standards, procedure s, policies and guidelines for multiple platforms

• Provide headquarters with annual IT budget, including needed maintenance renewals, computer and office supply

• Improved cost control by eliminating needless expenses

• Work with senior management to develop annual IT strategic plan

• Ensure network connectivity of all servers, workstations telephony equipment and other network appliances

• Configuration and troubleshooting of Cisco Core switches, routers, wireless, VOIP and Palo Alto firewall

• Manage permissions – restrict and revoke access as required for SharePoint users

• Provide guidance to business units on structure of their SharePoint sites IT Service Desk Lead Baku, Azerbaijan

Baku European Olympic Games December 2014 –August 2015

• Mentored personnel in Desktop Support in acquiring appropriate skill set at each level, proper protocol/procedure on communication towards clients, ticket formats, escalation processes, accessing priorities

• Trained technicians in Desktop Support in use of equipment and tools

• Supported 5 different locations 8000 staff members in fast pace environment

• Audit priority 1 through priority 4 tickets for proper documentation, escalation and problem resolution

• Identified, troubleshoot and analyzed computer and software related issues when escalated

• Insure the IT Support Operations Manual is kept updated and current, create, modify or remove policies and procedures

• Asset management

• Provided support during off-hours and weekends when needed

• Participated as a member of the on-call team for support and respond to service requests per published SLA standards System Administrator Baku, Azerbaijan

Baku Retail Partners January 2014 – December 2014

• Provided systems administration support for Windows systems including server and workstation upgrades, backup and disaster recovery monitoring and user account setup

• Coordinated and implanted the installation of cabling, printing, PCs, laptops, servers at new office sites

• Brought old office infrastructure up to current standards

• Worked with cross functional teams to improve operational procedures and best practices in accordance with server management strategy

• Implementation and configuration of a Microsoft Active Directory

• Managed all admin/user accounts, enterprise applications and server applications Web Developer Corpus Christi, TX

Texas A&M University Corpus Christi June 2013 – December 2013

• Create additional webpages for student organizations and events

• Designing and maintaining the content for University’s main web presence

• Minimum graphic design and social media marketing

• Maintained and updated HTML/CSS templates on a regular basis and as required IT Support Technician Corpus Christi, TX

Texas A&M University Corpus Christi May 2010 – December 2012

• Identify, troubleshoot and analyze computer related issues

• Responded to and followed up with assigned tickets, ensuring timely problem resolutions

• Determine appropriate course of action, and conduct repairs, modifications and upgrade internal components and peripherals as needed(5-6 repairs a day)

• Install and configure software and set ups of new computers L E A D E R S H I P A N D S E R V I C E

Texas A&M University Corpus Christi

• Member of American Information Technology Professionals (AITP) 2013

• Secretary, International Student Organization, 2010

• Member, Delta Chi Fraternity Inc. 2012

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