OBJECTIVE:

To obtain a position within the Information Technology field that will effectively utilize my academic knowledge and extensive experience.

SUMMARY:

Years of experience in information Technology and Technical Support

Helpdesk and remote support experience

Expert in leading enterprise IT solution projects

Strong documentation and reporting skills

Excellent customer service, communication and presentation skills

Excellent interpersonal, collaboration and problem solving skills

Experience in managing large scale of IT infrastructure

Experience in Active directory

Leader of high performance teams and mentor of successful IT professionals

Experience in studying and scoring tenders

TECHNICAL SKILLS

Operating System: Windows XP, Windows 7, Windows 8, Windows 10

Software: MS office, Active directory, MS Exchange server, SCCM, Cerner medical application,

Deep Freeze, Norton Ghost, CommVault, RedDawn

Management: Service Management, change and problem management

Helpdesk/Service Desk Management: BMC Remedy, CA Help Desk system

IT Service Management: ITIL foundation, fundamentals and service management

Networking: Technical background in networking (TCIP, Wi-Fi, 3com, Cisco, HP, VPN)

Hardware Support Knowledge: Hardware knowledge in servers, Desktops, Laptops, POS, Tablets, iPad, mobile and printers

Certification: 12 Dell certifications

PROFESSIONAL EXPERIENCE

Cambridge Towel Inc.

Senior Information Technology Specialist 11/2016 -present(contract)

Install, configure and maintain hardware and software for local area networks, workstations, and third-party application and management servers.

Monitor, analyse and maintain network performance and network servers, switches and cabling, troubleshoot and repair as required.

Maintain multiple security levels and control user access to our network and system.

Provide proactive security and back-ups of critical network servers and systems.

Backup and restore user data as required.

Conduct technical evaluations of hardware, software and network products; analyse user requirements and provide recommendations Validate new software, hardware, or service requests in a test environment (that mirrors production) to ensure the software/service be deployed successfully. Present recommendations based on results

Analyse user hardware / software requirements and recommends appropriate new technology and purchases.

Cargill Canada- WWTS

Technical Support 8/2014 - present (contract)

Provide support for systems break-fix, install, add and change

Perform support activities including monitoring, back-up, imaging, patching, implementation

Managing and tracking incidents-tickets using Remedy,

Adding user and troubleshooting user profiles and other issues in Active directory.

Experience in Adding, configuring, monitoring email ques and maintaining users mailboxes, resetting passwords, maintaining mailbox database and customize address book policy.

Incident and service management, using ITIL fundamentals

Perform account maintenance, password resets, system upgrades and data migrations

Conduct hardware, software and network troubleshooting researches PC, TCPIP, WiFi and cabling problems, makes recommendations for solutions, and repair or rebuild systems to appropriate specifications.

Experience using remote desktop tools to provide remote support.

Configuring, installing and troubleshooting applications (MS office 2011, outlook, Citrix client, Pulse VPN, Lync)

Maintain and develop step-by-step procedural documentation.

Installed different security program for antivirus, Anti spyware, Malware (Mcafee server and client, Trend server/client, Norton)

Recommend suitable hardware/software/security upgrades to meet user requirements.

Moustafa Arnaout 647-***-**** Page 2-4

IBM Canada Ltd.

Bank of Montreal(BMO) network project

Network Lead Technician 10/ 2015 - 8/ 2016 (contract night shift)

Lead technical team during migration and support

Implementation of Cisco Switches throughout BMO buildings and branches across Canada

Upgrading Nortel switches with new Cisco switches in the network closets

Troubleshooting and configuring switches as required using terminal emulation (Putty, hyper terminal)

Reorganized and re-cabled switch stacks in a neat and clean

Exceeded client targets and time-lines when arriving to and completing implementations

Trained other project teams on migrating and troubleshooting Cisco switches

Complete reports and provide solutions to more effectively and efficiently proceed with migrations

Performed pre-install visit and prepare report on site status and findings prior to implementations

Troubleshoot connectivity with network equipment when required

IBM project – TES project with Royal bank migration project and TD Bank

Lead technician 7/2015 – 10/2015

Lead technical team during migration and support

Deployed Desktops, Laptops and network printers

Installed, configured and trouble shoot (break-fix) Desktops, Laptops and network printers

Windows 7 Migration and refresh for 75000 Laptops and Desktops

Provide support (NDS) for users after migration for Desktops, Laptops and printers

Used SCCM for imaging and applications deployment

Configured applications such as MS office, outlook, Rightfax, Citrix, Pulse VPN, Lync

Managed user profiles in Active directory (adding new users, email accounts and resetting passwords etc.)

Documenting and training users on Windows 7 and newly installed application

Backing up and restoring data and profiles for users during migration using RedDawn

Configuring network (TCPIP, WiFi, VPN, Printers, computers)

WWTS- Cargill Canada

Technical Support 9/2014 - 9/2016 (part time-occasional)

Provide support for systems break-fix, install, add and change

Perform support activities including monitoring, back-up, imaging, patching, implementation

Managing and tracking incidents-tickets using Remedy,

Adding user and troubleshooting user profiles and other issues Active directory.

Incident and service management, using ITIL fundamentals

Perform account maintenance, password resets, system upgrades and data migrations

Conduct hardware, software and network troubleshooting researches PC, TCPIP, WiFi and cabling problems, makes recommendations for solutions, and repair or rebuild systems to appropriate specifications.

Experience using remote desktop tools to provide support.

Configuring, installing and troubleshooting applications (MS office 2011, outlook, Citrix client, Pulse VPN, Lync)

Maintain and develop step-by-step procedural documentation.

Provide user orientation of new and upgraded hardware/software packages.

Recommend suitable hardware/software upgrades to meet user requirements.

Tracks hardware/software inventory.

Unisys Canada (providing Dell onsite Support)

Field Service Technician 4/2015 – 7/2015 (part time)

Provide support for systems break-fix, install, add and change for Dell under warranty product

Perform replacement for all Dell, HP, Lexmark, POS retail equipment parts factory build quality

Conduct hardware, software and network troubleshooting and diagnostics for Dell laptops, Desktops, workstations servers, HP, Lexmark and POS retail equipment

Document and update ticket on web based help desk system and by phone

Moustafa Arnaout Page 3-4

Safo Information Technology, Intuit Canada. Yahoo Canada, University of Toronto

Desktop and Network Support 3/2013 – 3/2015 (contracts)

Installed and configured and break-fix Desktops, Laptops, iPhone, iPad, Tablets, Android, Blackberry phones and network printers

Dealing with problem related to network and structured cabling

Provided support for 300+ users on their Laptops, Desktops and peripheral (Dell, HP, Lenovo and Apple)

Desktop image design and deployment for Windows 7 using Norton Ghost, Transwiz and SCCM

Provided support for Windows 7, XP (install, troubleshoot and upgrade)

Implementation and execution of Windows 7 migration project for 200+ users

Maintain, add and Monitor users mailbox-email accounts in Microsoft Exchange Server

Upgraded and replaced network switches, routers

Upgraded and configured MS office and outlook

Backed up and restored data and profiles for users during migration

University of Toronto - Faculty of Medicine-Computing Support

Desktop and Network Support Supervisor 5/2012 – 1/2013 (Full time)

Handled and supervised projects for the replacement of network equipment (3Com, HP Procurve switches and routers)

Implementation and execution of Windows 7 migration project

Build the database of asset management and subnets IP addresses for all the building and equipment used across the university

Supervised helpdesk (Service now web based) and Desktop support teams for remote and onsite support for Desktops, laptops and networks for timely completion of tickets as per SLA

Adding user and troubleshooting user profiles and other issues Active directory.

Dealing with problem related to structured cabling and Fibre Optic between buildings

Manage and monitor user email accounts queues and Exchange Service performance and capacity to run at an optimal level and prepare monthly management reports

Manage Exchange Security and software updates

Dealt with users problems break-fix on their Apple Mac, Desktops-Laptops-peripherals and lab networks

Built relationships with external vendors to insure accurate service delivery

Desktop-Servers image design and deployment for Windows 2003, Windows 2008, Windows 7 Enterprise project, Android

Organized servers and network in servers rooms to insure accurate, reliable performance and easy access

Installed additional servers and KVMs in servers rooms

Ability to administer and update Norton Ghost, Deep Freeze, Transwiz, Belarc, and SharePoint, MDT 2012

Organized cabling and switches in network rooms to ensure fast and optimized connectivity to all sections and departments in Medical buildings across the university

Sheikh Khalifa Medical City (InterHealth Canada / Cleveland Clinic), Abu Dhabi, UAE

SKMC is the largest Abu Dhabi Government Hospital consists of 711 beds hospital, 14 Outpatient Clinics and a Blood Bank

Desktop Support and change management Manager 2/2008 – 8/2011 (Full time)

Provide leadership to an IT Support professionals that support a multi-facility Healthcare organization

Led numerous projects across four hospitals and large full facility clinics including blood bank center.

Provide the necessary feedback to management to prepare Capital and Operating costs for budgeting purposes

Implementation of additional IT infrastructure where we reduced the number of servers by putting them virtually under high performance HP servers using VMware

Enhanced the security by implementing new procedures and upgrading the existing security applications

Built relationships with external vendors to insure proper service delivery to the enterprise.

Ability to think and work independently to resolve business problems within the organization

Managed the deployment and upgrade of 6000+ of Windows, Desktops, Laptops, Printers, Blackberry, Tablets, IPads, mobile carts and networking equipment to support the new HIS rollout and upgrade from Meditech to Cerner health care system

Restructured and built the IT support Department which includes recruiting of 32 IT Support Analysts, implementing procedures, rebuilt of workshops, backup unit for immediate replacement, IT stores.

Rebuild the IT infrastructure for four hospitals and twelve clinics including Blade and HP Servers, Cisco switches and routers, desktops with Windows 7, Windows Server 2003/2008, Active directory, Android, Apple MAC, SharePoint, VPN, VoIP

Directly involved in designing and implementing the CA Service Desk system using ITIL fundamentals

Conducted meetings with CAB and other IT staff for RFC

Supervised the implementation of VoIP telecommunication project for all hospitals and 12 clinics

Moustafa Arnaout Page 4-4

University of Toronto –Faculty of Medicine-Computing Support-Toronto

Systems and Network Support 3/2004 – 8/2006 (Full time)

Handled day to day support for systems and networks for all the university buildings

Handled and supervised projects for replacing network equipment for the university

Dealing with problem related to structured cabling and Fiber Optic

Dealing with all problems inside the servers rooms (MS Windows 2003 Server and Active directory, MS Exchange Server, Veritas netbackup installed on servers, backup servers (Data center)

Dealing with users problems on their Desktops-Laptops and peripherals and lab networks

Pfizer Pharmaceutical- Scarborough

Desktop Support 2/2001- 7/2002 (Full time)

Organized five major rollouts of Desktops and Laptops for 2000+ users

Lead teams of technicians during systems upgrades to ensure accurate and timely completion of projects

Analyze the nature of customer problems while managing the impact to the customer, considering any potential loss of service, Dealt with users problems break-fix on their Desktops-Laptop, peripherals, networks, Lotus Notes, Windows 2000

Implementation and execution of Windows XP migration project

Dealt with external venders on regular basis (Dell, HP, CISCO, IBM etc

Education and training

Bachelor of Science in Computer Science Adamson University

BMC Remedy version 8.1 Cargill Canada

ITIL Foundation Quintica

13 Dell certifications Dell Canada

PMI (PMP) and CAMP SMG Academy

VMware vSphere VMware

Network Engineering Canadian Career College

Cisco Network Professional Canadian Career College

MCSE Windows 2003 Canadian Career College

CA help Desk system CA

MS Exchange 5.5: Design and Implementation Son Inter Connect

CCNA and CCNP Fast Lane Computer Consultant

Tech Camp for Desktops and high end Servers Acer Academy

References

Richard Bowlsby aczstt@r.postjobfree.com Mobile: 651-***-**** Program Manager-WWTS

Chris Rodney aczstt@r.postjobfree.com Mobile: 416-***-**** Engagement Manager-Experis

Dennis Morgan aczstt@r.postjobfree.com SeniorVice President-Cambridge

Walid Houry aczstt@r.postjobfree.com Professor-UofT

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