Ibsawr Ul Haque

SERVICE DELIVERY TECHNICIAN

): 630-***-**** *: ad4nsv@r.postjobfree.com : LinkedIn

: Villa Park, IL

Technically inclined and dynamic IT professional with a hands-on background in network infrastructure management, hardware and software deployment, network troubleshooting, and user support across diverse settings. Proficient in configuring and optimizing a wide range of IT systems and peripherals, with a strong aptitude for troubleshooting complex issues and implementing effective solutions. Strong communication and problem-solving skills with a track record of providing exceptional support to both internal and external customers, as well as training new users, implementing software upgrades, and proposing infrastructure improvements.

IT Systems Management • Systems Installation & Maintenance • Network Configuration & Troubleshooting

User Support • Project Management • Client Services & Satisfaction • Productivity & Performance Improvement

Cross-functional Collaboration • VPN & Remote Sessions • QA & Inventory Control • Network Cable Patching

Employee Training • Process Optimization • Equipment Assembly & Removal • Data & Requirements Analysis

Technical Skills: MS Office, AS400, OnBase, Lotus Notes, Midas, Merge Pac’s, Soft Lab, Citrix,

Agile Framework, ServiceNow, SCCM or MECM, TCP/IP Network

Relevant Experience

HTX Services (Citi Bank Huntington PNC and Capital One Bank) August 2022 – Present

Service Delivery Technician I

Manage and fine-tune various ATM models, like NCR and DN, by utilizing state-of-the-art tools such as ATM Desk for NCR concerns and specialized diagnostics for DN ATMs. Facilitate smooth repair and replacement of tablets, printers, scanners, desktops, pin pads, monitors, keyboards, mice, and other peripherals. Utilize Field Point in optimizing ticketing processes. Work closely with server teams to ensure accurate network cable connections, port functionality, and network integrity. Collaboratively troubleshoot software issues with the Level 3 Department.

Effectively oversaw a comprehensive inventory of replacement parts to facilitate swift on-site support and immediate issue resolution, using WMS for resource allocation optimization.

Demonstrated specialized knowledge in working with TAU machines to meet clients’ unique requirements with precision and technical expertise.

Improved system performance and reliability by skillfully reimaging tablets and desktops.

Contributed significantly to network stability by actively participating in patching network cables on servers and troubleshooting network-related issues.

Successfully finished intensive training in DN, NCR, and Glory systems tailored for Citi and Huntington Banks.

Directed infrastructure and ATM management across 10 Citi Bank branches and 10 Huntington ATMs, delivering critical user support and promptly escalating issues for resolution.

Successfully completed a project in Florida, where old USB drives were removed, new Wireless Access Points (WAP) were installed at all Citibank branches, and old tower desktops were replaced with new PCs and peripherals.

Rush-Copley Medical Center, Aurora, IL March 2019 – August 2022

IS Technical Support I

Oversaw technical support initiatives organization-wide to expertly configure laptops and set up desktop systems for new employees. Exhibited expertise in diagnosing and troubleshooting issues with desktops, laptops, iPads, and phones. Ensured accurate tracking of equipment and streamlined resource allocation for optimal efficiency by maintaining meticulous inventory records. Trained new staff members as part of employee onboarding processes and assembled equipment for new offices and patient rooms.

Carried out network cable patching in server rooms using Infobloc for assigning new IP addresses, thereby configuring desktops and printers for new users or offices.

Executed MECM deployments for seamless integration of critical software such as MS Office, AS400, OnBase, Lotus Notes, Midas, Merge Pac’s, Soft Lab, and Citrix.

Assisted remote users in resolving VPN issues while utilizing the GoToAssist app to provide remote support.

Proposed and conducted product changes and upgrades to contribute to the ongoing enhancement of IT infrastructure.

Teamed up with the A/V department to boost projector and phone functionality for administrative meetings.

Optimized inventory management system by incorporating over 3,000 existing and new equipment records.

Offered expert technical support to 20 daily customers through various channels, involving managing 15-20 daily tickets for precise issue resolution and progress tracking using ServiceNow.

Facilitated replacements and reimaging of PCs across various departments, which included migrating approximately 100-200 PCs from Windows 7 to Windows 10.

Replaced outdated scanners in patient rooms and upgraded monitors from 22" to 24" throughout the hospital and external clinics.

Assisted the Network Department by removing outdated servers and facilitating the transition of end-users to new VLANs.

Restructured the inventory room to improve organization, thus enhancing the visibility of necessary orders and facilitating easier location of items.

Other Experience:

Stocking & Inventory – Medline (January 2018 – February 2019)

Education & Professional Development

Associate of Arts Degree with a Concentration in Computer Science

University of Phoenix (2021)

ITF+, CompTIA Certification (2020)

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