KHALIL AHMED

*** ******* ** **, ******* AB, T*A*S2, 403-***-****, adcp8q@r.postjobfree.com

Profile

Customer focused IT professional more than 10 years of hands-on experience as the Desk-top support technician

Outstanding troubleshooting and problem-solving skills

Excellent proven team player

Quick learner to new procedures and skills

Security screening certified by Govt. of Canada (Reliability status)

Security screening certified by Govt. of Canada Level II (Secret)

Summary of Skills

Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues

Troubleshooting desktop/laptop and networked computers

Active Directory implication/manage for users and group

Worked on asset tracking and record application like PDQ (inventory management application)

Deploy, configured, supported networked computers and hardware

Hands on experience, configured and maintained thin clients

Troubleshoot in different OS like XP, Win7, Win10

Diagnosed/repaired network connectivity/cabling issues

Install, configure and maintain printers (local, network)

Maintain, upgrade hardware and operating systems

Install configure and maintain network hardware (Cisco routers, switches)

Troubleshoot and resolve issues for office 365, office 2016 (outlook, excel, word, Power point)

Image OS using sys-prep utility, Pre-staged media deployments, PXE initiated deployment

Repairing/upgrading and patching cell phones

Hand on skill to install upgrade network equipment and build switch network

Manage user and application like outlook management by MS Azure

MS SharePoint for office 365

Provided network services like to activate deactivate Either net ports in switch room for users

VMware knowledge and hands on skills learn in recent study

Experience working with Cisco access point installation and configuration and enterprise server room and wifi

Job experiences:

1)Suncor energy - Calgary, AB (October 2019 to April 2020)

Desktop Refresh Tech

Working on a project of after deployment of MS surface pro having Windows10 OS support role for office 2016 office 365 Windows 10 using ticketing system (service now) and help users initial setup of surface pro to advance troubleshoot of different applications its include outlook 2016, outlook 365, one-note, MS Team, excel 365 and 2016, MS Live-Link, ServiceNow ticketing application, Active directory, Adobe reader, Adobe DC Pro, OneDrive Issues, Worked in SCCM environment at user level, PowerShell, Troubleshoot/fixed on network printers, local printers at user level, Asset management application run with Oracle DB, SAP application, deal with the procedure of IT supply chain assigning the tag numbers to track the warranty information, published procedural documents step by step, worked remotely with distant users on different issues.

2)3ESI-Enersight (May 2018 to Aug 2018)

Jr. System Administrator (Contract Job) Calgary

Job performing

Collaborate and work well with internal and external stakeholders

Think logically when problem-solving

Able to isolate problems down to the appropriate layers for example (network, application, server or client)

Report on work progress, research, and client communications.

Effectively managing Microsoft windows server (2008R2, 2012, 2016) Active Directory, file server, and domain controllers, create new users in AD mirroring their rights and permissions

Deploying/upgrade computer hardware and OS from windows 7 to windows 10 using media deployment tool including restoring user’s profiles to its original position on new OS

Manage equipment tracking and inventory by an inventory management software PDQ

Ensuring the IT labs are kept orderly

Azure Active Directory, manage user profile configure new user mirroring rights and permissions, managed exchange services and office 365 suit

Providing support and assistance with IT projects (like in local server room upgrade switches (Dell) to Power on Ethernet)

Manage network services for the local users and in the server room, for example, to activate deactivate switch ports

Manage SharePoint, Skype for Business, FTP server including the creation of FTP account for the company users and MS office 365 as additional skills

Deploying new computers desktops and laptop on docking stations (Including User Migrations)

Deployment and configuring desk VoIP phones

Meeting room support to maintain/configure/prepare staff meeting including video conferencing equipment

User move and upgrade PC machines like upgraded to Dell 5820 towers

Fix user system/application issues remotely in Windows 10 Ent. With multiple logins

Follow the on-cloud ticketing system (Jira-Freshdesk)

Manage and configure network printers

Break-fix for desktops, Laptops (Dell brand)

Worked in server room to remove servers and hardware

3) TES (The Employment Solution) (Jan. 2015 to date)

IMAC/deployment/desktop support (Contract Job) Calgary

(project for Canadian union, Louis Dreyfus Commodities downtown Calgary, TD Bank downtown Calgary)

Troubleshoot and resolve computer hardware and software issues

Upgraded computer operating system reimage by online method them

User profile backup by using USMT application

IMAC services

4) IBM Canada at Calgary airport (Air Canada Project) (April 2014 to Dec. 2014)

Desktop support/deployment technician (Contract Job) Calgary

Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals

Troubleshoot and configured user computers in the Novell environment

Backup and restored user profile used USMT before and after OS upgrade (Win XP to Win7)

Installed reconfigured local and network printers

Installed reconfigured Air Canada employee VPN/LAN connectivity after OS upgrade for mobile users

Installed reconfigured local Air Canada employee management application after OS upgrade to Win 7

Assisted in discovery, research and resolution of technical issues (reconfigure baggage department application)

Monitored and responded phone and e-mail requests for technical support

Setup deployed OS used PXE initiated deployments, and maintained end-user machines

Worked in server room monitor and move

Hardware support

5)Suncor Energy Inc. (Aug. 2013 to Feb. 2014)

Desk-side support tier2 (Contract Job) Oil Sands Fort MacMurray AB

Demonstrated ability to provide user support by means of remote access tools

Deployed Windows 7, Microsoft Office 2007/2010 and Antivirus software used different reimage methods (PXE initiated deployments, Bootable media deployments)

Configured and use the citric application to manage the user profile, Active Directory

Documented success in responding to all inquiries and tickets in a timely manner

Documented all the user computer issues on daily basis and submitted to the supervisor

Deployed user application using SCCM technology

Inventory management to tracked/updated hardware/software in SAP customized application on the daily basis

Setup, deployed and maintained end-user machines including laptop, workstation on the docking station

Added and modified the user profile in Active Directory

Installed and tested hardware and software on user machines

Application support for uni-formance site plant live information

Worked in server room to move upgrade server hardware

6)Canadian Union (Dec. 2011 to Jan. 2013)

Desktop support (Regular Job) Calgary

Troubleshoot/configure OS (Win XP, Win 7)

Remove virus from desktops and laptops

Installed/troubleshot printers (local and network)

Maintained all backups of systems data.

Maintained all network devices including access points.

Maintained/troubleshot company TCP/IP network with client/server model

Supported MS office 2003 (outlook, words, excel)

Education:

Computer network diploma (Skill development council Pakistan) in 1998

Study some DBA Certificate 10g subjects from SAIT Calgary, Canada in Aug. 2009

Includes: Windows server 2008 and 2003 configuration (active directory), Linux 5 enterprise skills, network configuration, VMware implementation, web integration

NT (Network Technician) certificate course done (April 12th, 2017) from

SAIT (Southern Alberta Institute of Technology), Calgary, AB

Already completed on 11-24-2017 my online IBM Kenexa Asses on a cloud (www.proveit.com) for Computer technical skills test with excellent grade.

Project completed:

Purpose of this project was to build in real life an in-house computer network for (six floors head office an NGO KI Drop-in downtown Calgary) to facilitate staff and customers securely communicate and run SQL database application to maintain customer records and securely link up other branches with the head office. This is worth mention here that this is the first time in college history that any NT (network technician) batch propose, design and implemented in real life.

Back Home IT Experience

Lahore Grammar School, Lahore - Pakistan

Desktop-Helpdesk / Network Support Oct. 2002 to March 2007

Supervised network team handling over 30 branches of schools across country. Each branch consisted more than 40 PCs (server client module) using diverse group of end users mostly students. Managed various areas of supports included broadband connectivity using static IPs, established VPNs able to run application software. Account provisioning, email (outlook, outlook express) FTP server installation/maintenance, Windows installation, configurations, upgrade issues, maintained and monitored support for all TCP/IP network configurations. Computers troubleshooting, printers’ installation, Backups and recovery of data. Performed liaison in between end users and software Development Company. Troubleshoot and configured some school branches by remotely using (third party software such as Team Viewer).

Key Contributions & Accomplishments:

Expanded background knowledge in Windows, Oracle 9i (OCP training), VPN router configuration and implementation, database backup. Improve system trouble shooting approach.

Delivered best possible professional services to the organization done all the system issues in a timely and

Professional manner. Efforts in developing effective team for the organization.

Beaconet (Internet Service Provider) – Lahore, Pakistan

Customer Support Officer March 2001 to April 2002

Worked as member of help desk team handling over 500 calls per day that represented sufficient numbers of PCs and diverse group of end users, managed various areas of support included broadband connectivity, account provisioning, email issues (outlook, outlook express) Windows installation, configuration, and upgrade issues, dialup modem issues, maintained and monitored support for all TCP/IP network configurations. Implemented /installed THIN CLIENT on a verity of OS.

Key Contributions:

Systems upgrade – improved stability and performance of system and network by upgrading Windows 98 to Windows 2000 professional, saved all customer data on existing PCs, built new computers, migrating existing applications, and customizing configuration settings.

Application implementation – enhanced remote access though installation and configuration of VPN, remote desktop, pc anywhere.

Disaster Recovery – reversed prior history of single-drive data protection by implementing use of Ghost software of replicate image from primary to secondary hard drive.

Research / Implement on a new technology – research and implemented for our in-house user to use Thin Client configured on different OS.

Al- Khair University – Lahore, Pakistan

Computer Lab Administrator Feb. 1999 to April 2001

Function as a computer lab administrator, supported initially a 40 PCs network using NT4 Windows server (star and bus topology network), provided a dialup internet connection sharing on all lab computers using Wingate proxy server.

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