It Support Analyst
Resume:
Junaid Fazal
******.*******@*****.***
ROLE
IT Support Analyst
Language
English
Security Clearance
Valid Top Secret III With CSIS Briefing
RCMP Enhanced Reliability Clearance
Education/Trainings
Privacy and IT Security Certification 2024
IT Security Global Services Certification 2024
District Registration Authority (DRA) – Government of Canada 2022
MCSE Comp U Ease Learning Systems Ottawa, Ontario Canada 1999
Telecommunication Engineering, University of California Berkeley/Irvine, USA 1995
Professional Experience
Project 1
TEKsystems
IT Support/Service Desk Agent
Aug 2023 - Present
Tasks Performed
Provide user coaching and support for office automation tools such as Microsoft Word, MS Excel, MS PowerPoint, Internet Browsers, Outlook, MS365.
Perform basic troubleshooting and documentation of hardware and software issues related to departmental mobility tools, including laptops, remote connections/network access, and VPN.
Coach clients on using smartphones, including iPhones and Android devices, troubleshoot web/video conferencing platforms such as VMWARE, MS Teams, WebEx, Zoom, & Skype
IM/IT Computer Application Remedy based support Installed, configure troubleshoot informatics hardware (peripherals DVD’s, CD–RW's, Zip drives, Video cards, Network devices, VOIP software SCCM, in Win based network for 2000 + users.
Assist clients with connecting their devices to wireless networks and peripherals at their desks (e.g., docking stations, monitors) help clients connect to virtual meetings using their devices (laptops/smartphones) in boardrooms.
Create relevant information into departmental incident and problem tracking systems (BMC Remedy), document escalating incidents to the appropriate support team as needed.
Project 2
Health Canada
IT Support Analyst /Service Desk Agent
November 2020 – July 2023 (32 months)
Tasks Performed
●Provide IT Support COVID–19 projects to Scientists in labs, on phone, in person & remotely.
●Visit Labs, collect data for projects related to Hardware/Software recommended vendors.
●IM/IT, ITSM/ITSD Specialist Win support, install, configure, troubleshoot Hardware/Software,
●Create standards for the use of Linux/Unix OS, NTP best practices, DNS, Naming convention, Active Directory for Linux, patching, imaging, Cyber Security, Cloud. Power BI, Patches for Tablets and Blackberry. BMC Remedy, PC refresh for MS 365 Migration & D365 CE troubleshooting. Explorer in Windows based network of 2000 users. Worked on Linux Automation, VMWare Backup replication, MS Exchange, SCCM Mercury,Tuning & Maintenance in the Windows Server LAN environment,Troubleshoot various applications on Windows platform, RDIMS, SCCM Mercury, Active Directory and Automation scripts, GC WIFI, PC deployment, Imaging work with network team for virtual remote & on-site workstation setup. Support Public Key Infrastructure (PKI)
●Entrust Software Delivery ZTI, LTI Platform, Task Sequence application Services test, package, sequencing, Configuration Manager 2016, Business Analyst SAP. Track issues through a Health Canada’s internal ticketing system. Installed, thin client, peripheral, Scanners, PDA, and BB on Government classified Network. Created test use cases for LAN/WAN, TCP/IP, Network Security Unix/Linux.
Project 3
Privy Council Office (PCO)
IT Support/Service Desk Analyst
January 2018 – November 2020 (35 months)
Tasks Performed
●IM/IT Windows support, installed, configure, troubleshoot informatics hardware/Software, Patches, VMWare Tablets, Active Directory, Outlook, RDIMS, ITIL, ITSM/ITSD, SCCM Mercury, LDAP, LRA, DRA for Phoenix Pay System, Linux Automation, VMWare Backup replication, used Lean Six Sigma. MS Exchange, Patching, Tuning & Maintenance for 1500 + Users created user accounts for local & remote Counsels provide Cisco Remote 2018, 2013 Server support as LAN Admin, MS 365 Migration & D365 CE troubleshooting. GC WIFI. Created guidelines and standards for the use of Linux/Unix OS, NTP best practices, DNS, Naming convention, AD for Linux, patching, Imaging, Cyber Security, Cloud & Power BI.
●IM/IT Computer Application Remedy based support Installed, configure troubleshoot informatics hardware (peripherals DVD’s, CD–RW's, Zip drives, Video cards, Network devices, VOIP software SCCM, in Win based network 1000 + users.
●Troubleshoot various applications in Windows 10, environment, PKI, Entrust, SCCM Mercury, SharePoint 2010, 2013, SAP, GCDOC, LAN/WAN, TCP/IP protocol, Network Security test, Red Hat, Unix/Linux, PBX Telephony. Created scripts, Linux/Unix platforms.
●Installed, maintained peripheral equipment such as Tablets, monitors, Printers, Scanners, PDA, Mobile Devices on McMillan thin client classified Network.
●Planned, designed audio–visual hardware endpoint systems and solutions recommended video infrastructure hardware configurations and architecture involving Cisco solutions, Developed strategies for audio–visual, telepresence, and video adoption/usage.
●Resolved Technical Issues for deployment of video–conference solutions, infrastructure, troubleshooting all aspects of video–conference service endpoint, network, infrastructure, Analyzed Project Proposals for video expansion & ITIL, ITSM asset management.
●Worked with Business Analysts, Project Managers, Developers, and clients/stakeholders to maintain & improve software performance. Experienced with Windows, Unix, Solaris & QNX
●Experience with project management, in video and data communications hardware and services Communications and in writing technical procedures and documentation.
●Worked with Cisco’s MRA architecture VCS in Jabber for MOVI & Jabber for CUCM
●Interpret and utilize specifications, network architecture, blueprints, engineering drawings, schematic diagrams as well as experience in government procurement processes, Local purchase orders, Standing Offers Supply Arrangements, Control Server.
Project 4
Various Government Departments/Agencies (Canadian Forces, NRCan, SSC, GAC,McMillan LLP, PCO, CIC/IRCC, PSAC, Transport Canada, General Electric Canada)
IT Support Specialist
February 2014 – December 2017 (47 months)
Tasks Performed
●Worked as IT Specialist in an IM/IT, ITSM/ITSD environment, configured, analyzed, resolved issues Canadian Forces PKI Crypto Support Unit. Trained LRA, DRA for Phoenix Pay System
●Created guidelines and standards for the use of Linux/Unix OS, NTP best practices, GC WIFI, DNS,Naming convention, Active Directory for Linux, patching, image Cyber Security, Cloud
●Troubleshoot user accounts, asset management workstations, laptops network peripherals, printers, scanners, PDAs etc. Provided IM/IT support 60,000 + Users around the world created accounts for local and remote users in Remedy, SM 7 Ticketing System ITSM asset EAAS, in Win based network users PKI, Entrust, RDIMS, SCCM mercury environment. ITIL, LDAP Browser, BMC Remedy, VMWare Backup replication, MS Exchange, used Lean Six Sigma Tuning & Maintenance, Installed, configured, and troubleshoot informatics hardware, peripherals DVD’s, CD–RW's, Zip drives, Video cards, Network devices, Office 2007/2003, Outlook 2019, 2016, 2007/2003) support DND Custom Designed software OS, applications including Windows 7, MS Office 2007, 2013 (Word, Excel, PowerPoint, and Outlook), IE, Update User Accounts peripheral devices Blackberry, etc. Connected phone sets in client’s office as required, tested line connectivity, configured cabling as needed between data jack to the phone, from phone to the workstation.Tested headset operations cabling Configure display settings as requested by the client, troubleshoot as needed Remote connected to client’s workstations troubleshoot, install software etc., used MS Remote Desktop Services Provided centralized service desk support record end user incident requests used Remedy, SM 7 log incoming calls via Help desk to assist clients document what was performed to resolve the technical issues. Experienced with Windows, Unix, Solaris and QNX. Provided Users Network Support in Entrust, PKI, Encryption, Active Directory, Self Service Portal, MS Office, Internet Explorer, win 7, 8 account creation, troubleshoot, which included review, analyze, resolve e–mail issues in Exchange DND, Classified DWAN environment. Installed, configured workstations, laptops, computers, printers, scanners, BB, PDA configurations. Planned, designed audio–visual hardware endpoint systems solutions, and made recommendations on video infrastructure hardware configurations and architecture involving Cisco solutions Developed strategies for audio–visual, telepresence and video adoption usage Provide technical solutions for deployment of audio–visual & video–conference infrastructure.
Project 5
Nortel Networks & Private IT Sector
Technical Support Analyst
April 1998 – January 2014 (190 months)
Tasks Performed
●Provide Active Directory, Software Patches Support Citrix, Entrust PKI, SCCM Manager, ITSM/ITSD ITIL, SAP to clients in win 10, 7 platform, VMWare Backup replication, MS Exchange. BMC Remedy, guidelines and standards for the use of Linux/Unix OS, NTP best practices, DNS, Naming convention, Active Directory for Linux, patching, image hardening
●Planned LAN/WAN, TCP/IP protocol Experience network test cases Unix/Linux, & PBX Telephony, created scripts to support automation in Linux
●Installed 10/100 Base T/TX Ethernet, Routing, ISDN, TCP/IP, Network Security.
●Experience desk side client support RDIMS, maintenance for PBX Telephony, voicemail
●Setup, troubleshot, test line connectivity, telephone handset cable, and set displays.
●Installation and testing of Video equipment including routers & switches, Troubleshoot IP networking, PCs in a semiconductor Test Lab tools & Processes Component level Design, test interfaced with Linux, Unix, LDAP, Linux Automation, Tuning & Maintenance Win NT, TCP/IP, Novel Networks.
●Provide technical support to inquiries received through several mediums installed, configured, and troubleshoot informatics hardware such as communications equipment including, routers and switches and Windows 2008, Server LAN environment, software such as MS outlook 2007/2010 word excel PowerPoint, Citrix McAfee in Laboratory Environment for +2000 users.
●Support Win Server in LAN/WAN environment Track issues through a ticketing system.
●Planned and designed of audio–visual hardware and videoconferencing endpoint systems and solutions and providing recommendations on video infrastructure hardware configurations and architecture involving Cisco solutions and ITSM asset management.
●Developed strategies for audio–visual, video usage, provided technical recommendations for the deployment of audio–visual and video conferencing solutions including infrastructure
●Troubleshot aspects of video conferencing service, endpoint, network, and infrastructure
●Analyzed requirements completed Project Proposals for video modernization and expansion
●Experience with project management, video, data communications hardware and services
●Configure Cisco's MRA architecture & VCS Expressway for MOVI, Jabber for CUCM systems
●Comprehensive experience in interpreting, utilizing specifications, network architecture blueprints, engineering schematic as well as experience in Government procurement processes, such as Local purchase orders, Standing Offers and Supply Arrangements Coordinated tier 3 support for video conferencing infrastructure including VCS Expressway, VCS Control, Content Server.
Technical Skills
MS Azur AZ–900, Artificial Intelligence (AI) AI 900, M 365, MS Team WebEx, Office 2010, 2016 Suit, SharePoint, One Drive, ITSM/ITSD, ITIL Intermediate Lifecycle, Active Directory (Active Roles Server) Linux patching, SCCM, MS Exchange, Cantrex, Entrust, PKI, VOIP, Mobile OS – Apple IOS and Android, GC WIFI, Azur, Accounts, Safe net, Explorer, MS Edge, LAN/DWAN, TCP/IP, Network Security, Red Hat, Cyber Security, Cloud, Unix/Linux, RDIMS, SCCM Mercury, MS Surface Hub Lync/Skype, Fox IT, Power Point, VMWare Backup replication, Linux/Unix OS, Active Directory, NTP best practices, DNS Naming conventions, Window 10, 11 & MAC OS, Unix, Service Now, Cherwell, Service Manager, Remedy.
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