AMMAR RAZA FIRDOUSI

** ******* ***, ****, ******* L1Z0M6 (H) (289) -5282 (C) 647-***-**** adgu0c@r.postjobfree.com Accomplishments

I have achieved over 5 plus years of experience as a help desk / it-technical analyst in a corporate environment supporting both windows and Apple platforms. I have excellent customer service skills with a focus on quality assurance backed by a strong technical background. I have experience multitasking and filling both technical and managerial roles. I place a strong emphasis on individual performance and meeting time sensitive deadlines. I utilized my interpersonal skills as aux monitor to ensure the daily SLA was not missed, and express excellent communication skills with my team and client. Professional Summary

Detail-oriented IT induvial with [5+years] of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, multi-function printers, Microsoft Office products, Blackberries and Remote Support Tools. successfully fill the IT role at your company. Frequently praised as hard-working by my peers, I can be relied upon to help your company achieve its goals

Skills

• Operating Systems: Windows XP/Vista/7/8, Windows 10 Team player

• Server’s SQL database System administration

• Microsoft Exchange 2013 Office Packages: Microsoft Office Blackberry, Playbook/iPad/iPhone

• Programming Tools: Java/ HTML/C++/C Windows Server2008

• Setup/Installation/Troubleshooting, TCP/IP Networking, Magic ticketing tools / Service now /Remedy / Spice work

• Antivirus: Symantec Antivirus/AVG/ Lotus Notes/Outlook/Sametime/

• Browsers: Internet Explorer/Chrome/Safari/Firefox Documentation

• Critical thinking AD and active role /Remote

• Team building Citrix and Vpn

• Network maintenance System backups

• Attention to detail Organize

• Active Directory Customer Service

• Citrix administration CompTIA

• Leadership VMware

• System upgrades Project Management

• Excellent problem-solving abilities Wireless Modems / Routers

• Hardware - Desktops/Laptops/, Printers, Pin pad, Administration

• Mac OS Rsa

Very efficient professional with proven leadership, and teamwork skills. Aiming to leverage my abilities to Work Experience

SR. IT NUTRIOPT SERVICE SPECIALIST 12/2018 to 12/2019 Trouw Nutrition Canada -- Guelph, ON

• Handle major and front-line incident-based support.

• Executes Service Centre tasks according to the service & support plan, such as executing the customer on- boarding and solving NutriOpt tickets from customers and OpCo’s according to predefined service level agreements.

• Escalates as required, within a proper period according to SLA and escalate to the team leader Service Centre NutriOpt.

• Communicates with customers clearly, effectively and professionally.

• Executes basic web portal training for end users.

• Diagnose bugs/issues and provided work around.

• Identified improvements related to the functionality, user experience and rollout of the NutriOpt web portal.

• Request development of improvements and/or new tools for this via the team leader Service Centre NutriOpt IT TECHNICAL / CUSTOMER SERVICE SPECIALIST

Sleep Country Canada -- Brampton, ON

• Maintained network, server and desktop environments.

• Attend calls in range of 30 to 40 calls per day.

• Escalate tickets to developers if they issue can not be resolved on the first and second level.

• Troubleshoot application issues / support issue with internal tools like bug fix.

• Maintain software as for the Enterprise environment.

• Provided support for all issues related to Windows 7 across the organization.

• Assist and provided support for the migration to Windows 10 from Windows 7.

• Ensured all networked systems are proactively supported, managed and maintained according to established service level agreements.

• Managed technical service center ensuring that members of the Technical Services Team are responding to issues in a timely manner.

• Evaluated and analyzed manner of requests and incidences noting for trends and patterns that need to be addressed.

• Monitored performance through KPIs utilizing tracking software to keep the IT service center organized and focused.

• Maintained and managed disaster recovery policies and procedures including backup and disaster recovery management.

• Managed IT procurement process establishing healthy long-lasting vendor relationships. On boarded and mentored new IT staff.

• Member of Microsoft Exchange and AD migration team responsible for ensuring smooth transition from Exchange 2007 to 2010.

• Member of implementation team for Citrix deployment originally to Presentation Server 4.5 and later to XenDesktop.

• Project lead responsible for major hardware roll out to all retail locations which included researching, procuring and testing proposed hardware solution.

Application / Technical Support 05/2015 to 05/2016 Enghouse Systems – Markham, ON

Provided mid-level support including installations, setup and testing of the Enterprise Software suite over the email, phone and web conference.

Logging, tracking and troubleshooting issues up to escalation and delivery using the Heat ticket tracking system and Attask internal bug tracking system.

Helped with the Quality Assurance effort for timely Project deliveries. Worked closely with Developers and Project Managers and other team members to investigate and resolve issues for 06/2016 to 11/2018

urgent issues related to Transportation Technology Software Suite such as Driver Workforce Management, Interactive Voice Response (IVR), Fixed Route Transit, Paratransit Scheduling and Trip Planning Software. Created, restored client databases on both MS SQL server and MySQL using SQL Front or HeidiSQL as well as Oracle (9i and 10G) to replicate and troubleshoot issues in client databases. Remotely logged on to production environment to troubleshoot using several different Remote Desktop clients such as PCAnywhere, Citrix, MS Remote Desktop and VPN, Cisco VPN, VNC and several others Remote clients. Documented recurring issues and maintained up-to-date connection information in Internal Wiki for future reference and knowledge base.

Provided weekly rotational after hours and weekends on-call pager support. Provided internal training to support team for cross training purposes. Technical Support/ Help Desk 07/2014 to 04/2015

Toronto International Film Festival –Toronto, ON

Excellent troubleshooting skills for Windows, IOS and Microsoft Office Suite. Deployed over 200 laptops/ desktops / with the installation of various software's and configuring VoIP phone for each user. Maintained inventory Basic experience of Networking Specifically TCP/IP. Experience working with Active Directory.

Imaging, configuring and installing MS Window 7 on Dell machines. Meet tight deadlines.

Identified and corrected performance issues.

Ensured proper installation of cables, operating systems and software. Trained users in the proper use of hardware or software. Followed internal procedures for change management, incident management and escalation. Escalated unresolved issues to appropriate level.

Technical Support/ Help Desk 01/2012 to 02/2014

IBM – 3600 Steeles Ave E, Markham, ON

• Provide level 1.5 support for Encana Oil and Gas which has 3500+ clients in both the US and Canada.

• Supervise and made use of VNC and the Aux monitor and all incoming calls are within the SLA target.

• Ensured customer satisfaction is maintained above 95% Perform Active directory administration and setting up group policies according to the user roles and type of access user requesting.

• MAGIC ticket tool to create and dispatched ticket as well as run queries to manage daily volumes Help management in the step of laptop images and tools for new hires.

• Help management with Support migration to office 365 and by using technical manuals. Performs backup on server and check logs on daily basis.

• Grant and remove access to users’ groups to a shared resources and folders.

• Perform actions on email and escalations inquiries regarding process on high priority issues.

• Provide support remotely to desktop software application issues with to remote assistance.

• Use technical manuals, user guides, online resources and documents to research and solve problems encountered by users.

• Provide email account support like setting up personal or shared email accounts profiles on exchange servers. Installing software's and application's on computer's according to the user demands.

• Support desktop help and any operating windows like (Windows XP/Vista/7 and Office 2003/2007/2010 Software's) and hardware related issue.

• Enterprise Activation support over corporate owned blackberries.

• Using remedy as a ticket tool and PC anywhere as remote assistance tool.

• Deal with RSA secure ID tools to resolve both hard and soft tokens.

• Supported and resolved network printers’ issues.

• Escalated unresolved issues to appropriate level followed internal procedures for change management, incident management and escalation.

Education

High School Diploma: 2009

Sir Wilfred Laurier Collegiate Institute - 145 Guildwood Pkwy, Toronto, ON College Diploma: Computer Engineering Technology 2013 Seneca College - 1750 Finch Ave E, Toronto, ON

Recipient of [HP Computer Engineering] Scholarship Certifications

A+ Certified

ITIL - In Progress

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