Omer Ahmed

ad39e0@r.postjobfree.com

786-***-****

Over 12 years of Desktop Support / IT Analyst experience to resolve desktop problems and improve efficiency of the third-party software. I have excellent experience in production support and maintenance of existing systems. I am a highly creative and client-focused Information Technology Professional with core technical experience in the field of Global client platform services in every aspect of the design, implementation, configuration, management and support of complex issues.

Skills:

Active Directory

Mobility

Updating systems

Technical Writing

SCCM

Windows XP, 7 8.1

Office 365

SOP

Microsoft Exchange

Windows 10

ServiceNow

Network Drivers

Problem Solver

iOS

Remote Support

Security

Microsoft Office

Android OS

Event Logs

VPN

Teamwork

Projects

Imaging

Dedication

Other skills: Unix, Oracle, SQL reporting and Microsoft Azure (IAAS)

Education:

Bachelor of Technology in Computer Science and Engineering.

From Jawaharlal Nehru Technological University, Hyderabad, Andhra Pradesh, India 2006

Affiliations/ Certifications:

Microsoft Azure Administrator Associate (Az-900)

Certified in ITIL v3 foundation.

Certified in CCNA.

Experience:

Client Name : Church’s Chicken, Georgia.

Position: Desktop Support/ IT Analyst

Period: March 2021 to till date

Responsibilities:

Troubleshoot desktops, laptops, local printers/network printers, and monitors, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.

Provide telephone, email, and in-person support to over 800 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.

Provide conference room support, Schedule, manage, monitor, and troubleshoot user meeting requests.

Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

Oversee installation, configuration, maintenance, and troubleshooting of end user workstations, hardware, software, and peripheral devices.

Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.

Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.

Track all work, inventory, and projects using service now.

Log and track calls using a service now

Provide support to end-users for PCs, Printers, Wireless Devices and, web-based applications.

Coordinate the warranty repair of all approved end user hardware with Suppliers through current warranty contracts.

Provide end-user support for citrix remote issues.

Use Active Directory for Account Lockouts, Account Creations\Deletions, Managing Workstations, and distribution groups.

Manage mailboxes, shared mailboxes, contacts, distribution groups using Microsoft Exchange Admin.

Experience:

Client Name :ADMC- Archer Daniels Midland Company, Illinois.

Position: Desktop Support/ IT Analyst

Period: Jan 2017 to Feb 2021

Responsibilities:

Troubleshoot desktops, laptops, local printers/network printers, and monitors, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.

Provide telephone, email, and in-person support to over 800 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.

Provide conference room support, Schedule, manage, monitor, and troubleshoot user meeting requests.

Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

Oversee installation, configuration, maintenance, and troubleshooting of end user workstations, hardware, software, and peripheral devices.

Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.

Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.

Track all work, inventory, and projects using service now.

Log and track calls using a service now

Provide support to end-users for PCs, Printers, Wireless Devices and, web based applications.

Coordinate the warranty repair of all approved end user hardware with Suppliers through current warranty contracts.

Provide end-user support for citrix remote issues.

Use Active Directory for Account Lockouts, Account Creations\Deletions, Managing Workstations, and distribution groups.

Manage mailboxes, shared mailboxes, contacts, distribution groups using Microsoft Exchange Admin.

Maintain inventory of the computers in all facets of the deployment life cycle to include receiving, imaging, deployment, training, and disposal.

Developing SOPs and keeping them updated with all changes to the procedures, hardware and software.

Prepare design and knowledge transfer document for the team.

Assist and participate on new project(s) testing and deployment/delivery.

Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.

Participate in project deployment.

Provide input and update knowledge base as necessary.

Coordinate the logistics of and conduct the movement of assets and equipment to various client’s facilities when needed.

Monitored & Coordinated the warranty repair of all approved end user hardware with Suppliers through current warranty contracts.

Generate reports for senior management about the status of the tickets.

Document, update and close tickets according to defined service level agreement requirements.

Experience in supporting various PaaS and IaaS services of potential Insurance Customer.

Responsible for provisioning, configuration, troubleshooting PaaS (Platform as a Service) & IaaS (Infrastructure as a Service) components hosted in Microsoft Windows Azure cloud platform

Experience in troubleshooting application performance issues using Splunk and Application Insights

Knowledge on Migrating workloads to Azure using Azure Migrate

.

Client Name : Interactive Data Corporation, Massachusetts.

Position: Senior Desktop Support Engineer

Period: Jan 2012 to Dec 2016

Responsibilities:

Software Installation, Configuration and Up gradation, Computer Assembling, Maintenance and Troubleshooting of PCs & peripherals.

Installation & configuration of DC, DNS, DHCP, Mail server & storage server

Managing, Monitoring and optimizing System Performance, Reliability and Availability.

Supporting Windows 9x, XP, 2000 and 2003 based Computers and Networks

Hardware Maintenance & Servicing

Installation and Configuration of Operating Systems like 2000, XP, Vista

Installing and troubleshooting of packages like MS-office 97/2000/XP/2007, Lotus notes, Mozilla Thunder bird.

Managing & Maintaining Windows & Macintosh clients, CCTV, EPABX & Biometric Access controls.

Configuring Exchange client using MAPI, OA, and OWA and providing security to the client as per demand.

Configure mail Clients, Setting mail box policy & storage restrictions.

Backup – using RAID technology.

Troubleshooting server related problems

User accounts management

Mail monitor & backup

Installation & configuration of DC, DNS, DHCP, Mail server & storage server

Attend meetings with the clients to understand the requirements

Troubleshooting hardware and software problems for the stores systems remotely using VRD, PC Anywhere, On- Command Remote Master and RDP

Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

Oversee installation, configuration, maintenance, and troubleshooting of end user workstations, hardware, software, and peripheral devices.

Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.

Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.

Track all work, inventory, and projects using service now.

Log and track calls using a service now

Provide support to end-users for PCs, Printers, Wireless Devices and, web based applications.

Coordinate the warranty repair of all approved end user hardware with Suppliers through current warranty contracts.

Provide end-user support for citrix remote issues.

Use Active Directory for Account Lockouts, Account Creations\Deletions, Managing Workstations, and distribution groups

Involved in verification and validation of peer code work and internal quality audit using IPMS.

Defect Prevention activities like identifying the root cause of major defects, documenting the defects

Software Installation, Configuration and Up gradation, Computer Assembling, Maintenance and Troubleshooting of PCs & peripherals.

Creating Scripts using win batch Scripting

Managing, Monitoring and optimizing System Performance, Reliability and Availability.

Supporting Windows 9x, XP, 2000 and 2003 based Computers and Networks

Hardware Maintenance & Servicing

Installation and Configuration of Operating Systems like 2000, XP, Vista

Installing and troubleshooting of packages like MS-office 97/2000/XP/2007, Lotus notes, Mozilla Thunder bird.

Managing & Maintaining Windows & Macintosh clients, CCTV, EPABX & Biometric Access controls.

Configuring Exchange client using MAPI, OA, and OWA and providing security to the client as per demand.

Configure mail Clients, Setting mail box policy & storage restrictions.

Backup – using RAID technology.

Client Name : Verizon, New York.

Position: System Administrator

Period: May 2009 to Dec 2011

Responsibilities:

Software Installation, Configuration and Up gradation, Computer Assembling, Maintenance and Troubleshooting of PCs & peripherals.

Creating Scripts using win batch Scripting

Managing, Monitoring and optimizing System Performance, Reliability and Availability.

Supporting Windows 9x, XP, 2000 and 2003 based Computers and Networks

Hardware Maintenance & Servicing

Installation and Configuration of Operating Systems like 2000, XP, Vista

Installing and troubleshooting of packages like MS-office 97/2000/XP/2007, Lotus notes, Mozilla Thunder bird.

Managing & Maintaining Windows & Macintosh clients, CCTV, EPABX & Biometric Access controls.

Configuring Exchange client using MAPI, OA, and OWA and providing security to the client as per demand.

Configure mail Clients, Setting mail box policy & storage restrictions.

Backup – using RAID technology.

Troubleshooting server related problems

User accounts management

Mail monitor & backup

Follow up on issues and inform customer about the status

Log issues and all customers contacts into the customer data-base, translate end-user business needs into working solutions

Provide system administration or product support

Support other team members on difficult calls

Participate in process improvement initiatives

Client Name : Bell Canada.

Position: System Engineer

Period: July 2007 to April 2009

Responsibilities:

Setup desktop computers and peripherals and test network connections.

Conducts tests on software integration.

Performs repairs, fixes bugs and maintenance procedures on system.

Assists in the development of Internet-based Information Systems.

Install and test desktop software applications and internet browsers using SCCM.

Test computers to ensure proper functioning of computer systems.

Train end users on usage of computer hardware and software.

Develop and manage effective professional working relationships with contractor personnel, co-workers, and clients.

Adhere to policies as per corporate manuals and directives.

Extend computer support for systems’ software and hardware.

Setup computers and install software for various applications and programs.

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