Syed Taqui

OBJECTIVE: To secure a position as an IT Technical Support, Desktop/Video Conference Specialist. Over 35 years of working experience in IT, or any position matching to my working experience.

Professional Certifications

COMPTIA A+Completed Global Knowledge)

Two Years Network Certification (Napa Valley College)

Tandberg/CISCO Video Conference System Administrator

Help Desk Specialist HDI institute

IBM mainframe AIX/RS6000/OSMVS/DOS-VSE/CICS/TSO/VM-VTAM/JCL Cobol/C++ Unix./LPAR/various attached device Large printers etc.

CISCO IP Phone systems device installation.

CISA/Completed Certification to finish after COVID-19

Remote on-line technical support

IBM Mainframe AIX- AS400/OS/MVS/CICS,TSO,VM Vitam, RS6000, Some AIX administration.

Computer Proficiencies

Operating Systems: IBM mainframe OSMVS/AIX RS6000 OSMVS.WIN 10, WIN 7, WIN XP, UNIX, IBM AIX

Hardware: PC - Hardware Assembly, Network Workstations and Laptops (Lenovo,

Dell, Toshiba,), CICS/WYSE Terminals, upper Socket 7 (AMD) / Slot 1's(Intel),

Processors (Intel, AMD, Cyrix), IDE, EIDE, Memory Upgrades, CD-ROM / DVD, Device

Drivers, Modems, Sound & Video Cards, Network Cards (Ethernet/Token Ring), Palm,

Blackberry, RSA Tokens, Routers, et al.

Software: WIN SMS, WIN Office 365, Oracle backend, Mail, Internet Explorer, MS

Outlook 2010, Symantec Anti-Virus, McAfee Virus Scan, Service Now, Fresh Service,

Trak IT, DK Helpdesk, DK Inventory, various proprietary applications, et al.

WORK EXPERIENCE

(1988-2020) The Doctors Company — Sr. IT Technology Support technician, Napa, CA

Technical Role 1. Installed managed and maintained company-wide local and remote location Desktop, printers,video conferencing systems

Technical Role 2: IT Support Helpdesk Level I and 2/Nightly Production support. Disaster

Recovery, Backup Library maintains support. Active directory account management. Tandberg/

Cisco video conference administration and conference support all remote offices.

Provided support to end users on a variety of issues using remote access via MS Quick Assist, WebEx, MS SMS and Terminal Server shadow sessions.

Answered, evaluated and prioritized incoming telephone, voicemail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking, VPN, and other computer/phone related technologies.

Created Change Requests for Application Development support.

Logged and tracked calls using problem-management software such as Service Now, Fresh Service, Track It, DK-Helpdesk and maintained history records and related problem documentation.

Responsible for the escalation of high-profile calls and escalation of critical issues to Engineers and Managers.

Kept problem tracking system accurate and up to date record

Administered Active Directory, network security and Exchange accounts and distribution lists.

Authored troubleshooting documentation and performed some administrative/clerical responsibilities pertaining to Support Desk/ desktop systems as required.

Technical Role 3: Broadly responsible for the general support — all desktop computers, laptops and servers, video conference support for all corporate users. Answered and accepted all incoming cases and provided first and second level support for all of Wells Fargo Security personnel, File restoration, Active directory user account creation and O365 assignment. License maintenance and RSA account management. Last Pass/Web-Ex/Smart sheet account

Management/ Per designed standard.

Supported corporate images for IBM/Dell desktop and laptop computers.

Supported and/or coordinated IT Projects as assigned. Performed daily backup tape rotations. Nightly Production cycle processing and System maintenance

Assisted IT Manager with all projects.

Covered company Disaster Recovery Projects

Technical Role 4: Broadly responsible for the general TIER 2 and 3 support of software, enterprise wide. This included software installation, configuration, and troubleshooting. The position required excellent communication skills, professionalism, and an ongoing understanding of new technologies.

Provided application support and problem resolution for office automation, to include Microsoft Office applications, MS Outlook, MS Internet Explorer, MS SMS, McAfee Enterprise and other applications.

Assisted with the configuration and support of client and server level software packages, operating systems.

Troubleshot and familiarized with operating systems, including MS Windows XP, 2000, and previous MS OS versions.

Provided on call support when necessary, some project management.

Developed, implemented and tested software installation images and deployed on environments.

Provided direct application, hardware, and systems support to the desktop and laptop user community, which included remote support techniques. Assisted with training and educational programs within IT.

Technical Role 5 - Under general direction, provided second/third level end user PC support. Provided support for all corporate users. Answered and accept all incoming cases and provide second level support for all of Fremont personnel. Analyze each call and make sure it is responded to and resolved within the proper OLA and SLA agreement. After case is resolved, place follow up calls to ensure the call was handled properly and with the utmost urgency depending on the nature and priority of the call. Communicate each issue using call tracking journal system. Review and update inventory database of all equipment that is allocated to business units and field personnel. Configure all new desktops to ensure there is proper equipment for each user.

•Provided on-site, hands-on technical support to end users experiencing problems with computers, printers, networking, PDAs, these are problems that cannot otherwise be resolved over the telephone by Helpdesk First Level Support Technicians. Create and maintain process and technical documentation for all relevant processes and technologies.

• Maintain appropriate service level agreement (SLA) and track user problems with case tracking software. Ensure that the engineers are complying with the SLA.

• Help Coordinate with other IT groups in opening / relocating Offices or Branches.

• Support and/or coordinate IT Projects as assigned. Performed daily backup tape rotations.

• Perform software and computer and printer equipment upgrades/troubleshooting and repairs. Utilize ALTIRIS server to schedule, monitor, and coordinate software patches and upgrades. Troubleshoot and various models of Hewlett-Packard office printers. Driver upgrade and installations

•Troubleshoot and support Windows XP, Window NT, Window 7, Windows 10 Office 2003, Symantec Antivirus, HP printers, E-copy digital and analog telephones. Perform new hire setups, PC user terminations.

Maintain asset tracking database and equipment information.

Technical Role 6 – Responsible for installing both local and remote CISCO/Tandberg Video conferencing system. Responsible for providing second level technical support and resolution of desktop/laptop hardware and software problems, audio/visual and provided on-site, hands-on technical support to end users experiencing problems with computers, printers, fax machines, networking, PDAs, Wireless PC cards/modems, and telephony equipment. These are problems that cannot otherwise be resolved over the telephone by Helpdesk First Level Support Technicians, or through remote access control of the end user’s equipment.

•Troubleshot, repaired, replaced or upgraded hardware, firmware, and/or Operating System (OS) or application software.

•Performed computer and peripheral equipment install. Provided Local Area Network (LAN) access and administration in Active Directory, including new user set-ups and terminations. Permissions.

•Performed capital equipment purchases, asset tagging, tracking, and inventory. Performed software tracking, inventory, distribution/installation, and version/licensing management control.

•Provided training to end users on the use and operation of computer equipment, software pertaining to OS capabilities and Microsoft (MS) software application general functions and capabilities. Provided training on the use and operation of telephony equipment and printing hardware maintenance and operation.

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