Information Technology Analyst

Amir Kazmi

Mobile: (***) *** - **** - e-mail: *************@*****.***

Information Technology Analyst

Highly motivated professional with experience in Information Technology. I have a wealth of knowledge End Point Support and I have and strong interpersonal skills. I work for a world class international company (HMS Host) I am accountable and willing to take on complex initiatives and deliver positive results.

Expertise

Encryption of BitLocker devices in Windows 10, enable, suspend.

Run online Images through SCCM (System Center Configuration Manager)

Create, assign, update and resolve tickets in ServiceNow ticketing system.

Create, assign, update and resolve tickets in Cherwell ticketing system.

Good knowledge of SharePoint

Operating System Environments: Microsoft Windows XP/Vista/7/8/10 Enterprise, Windows

Server2003/2008.

Networking: LAN & VPN/Remote Connectivity, TCP/IP, Router Configuration and Management

Configure setting up cell phones, iPad and tablets for employees.

Hardware Configuration and Support for Window PCs and Laptops, Telephony Systems, Servers,Printers, Routers

Microsoft Office 0365, 2010, 2016, Microsoft Visio, Microsoft Project,

Basic Database development knowledge: SQL Server (SQL).

Basic knowledge of Visual Studio 2013 (shell) Integrated

Education

Bachelor of Science, Accounting, Auditing – University of Karachi 1994

Professional Experience

HmsHost, Bethesda, MD 09/2015 - Present

Information Technology - Tier 3 End Users Support

Global restaurateur HMSHost International is a subsidiary of Autogrill S.p.A. A major world player in the food and hospitality industry. Autogrill S.p.a. is the world’s leading provider of food & beverage (F&B) concessions at travel locations, serving 900 million customers a year with 60,000 employees working in 31 countries on 5 continents. In 2019, Autogrill’s annual turnover was almost €5 billion.

As a Lead Service Desk Technician mentoring and coaching my current scope of responsibility includes Tier 3 End users support to 4000 end points located in 80 airports across the US and Canada.

End Point Encryption - BitLocker in Windows 10.

Tickting - Service Now and Cherwell ticketing system to document solutions clearly and accurately so that resolutions resolutions time is reduced and time to productivity improved.

Imaging - Desktops and Laptop using online Image through SCCM as per company’s standard. Create bootable Clonezilla flash drive and Clone 32 and 64 bit Computers.

Documentation – Create Knowledge Base Article to document resolution for new staff (SOP), KBA (Knowledge Base Article)

Active Directory – Managing password reset, Distribution list, group member, users provisioning /deprovvisioning

Hardware Management – Responsible for loaner program - laptops for team (battery, OS, Add back to Domain or Network)

Projects - Upgrade Windows IE11, Windows 7 updates, Virus PCs, Loaner Laptops

Brand Support - Burger King Restaurants managed by HMS Host support - SME Subject Matter Expert

Provide technical support to all IT resources that HMS Host operates in all US and Canada airports

Point of Sales Support - Transition for BK Kiosk to Randstad 24/7 Services, Hardware (kiosk), Software (Cherwell), and dDocumentation (Manual Support document).

DC Department of Transportation, Washington DC 01/2015 – 09/2015

Information Technology -IT Support Analyst II

The District Department of Transportation DDOT is the lead agency with authority over the planning, design, construction, and maintenance of alleys, bridges, sidewalks, streets, street lights, and traffic signals in the District of Columbia.

I was is responsible for providing technical support to customers and providing assistance to IT junior resources and ensuring that excellent customer service is provided to both internal and external customers.

Created Knowledge (KBA) of Help Desk procedures and training techniques.

Created Flow-diagrams, scope for the project.

Create Wireframe mockups for fleet management system and IPMA applications.

Tested output of coordinate data to ensure accuracy

Document Use cases for Fleet Management application and IPMA overtime application

Provided Tier 1 help desk support of the project SharePoint tracking tool.

Executed test plans, scenarios, scripts or procedures.

Compiled consumer comments and implement changes to TOPS System

Created requirements for various reports to be generated and migrated.

Assisted users with application and operating systems problems during/following new installation.

Deployed of new software, software and system changes.

Replaced Hard Drive, Motherboard, CD ROM, RAM.

Tested Network cables.

Prepared documentation for end users.

Installed software on Desktops and Laptops

Intact Insurance, Calgary – AB Canada 08/2004 – 12/2014

Information Technology - IT Support

Designed cable plant schemes and implanting network cable structure at the client site conforming

to the network design.

Installed new PC’s, printers, scanner and servers based on the defined network assets layout in

the network diagram.

Performed operating system and hardware driver installations on the client computers.

Provided help desk services for various clients onsite, through phone support, and using remote

desktop access facility.

Solved internet connection problems, printers and software issues and hardware failures.

Installed software and hardware on employee’s PCs.

Performed routine software and hardware upgrades on the client’s computers.

Provided excellent over the phone troubleshooting and issue resolution.

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