PROFILE

Dedicated and resourceful Network Analyst with 12+ years’ extensive experience in testing, installing and maintaining a key systems and software. Well versed in providing system administration, quality tier-1, tier- 2 support and client service. Demonstrated ability to effectively organize incoming tickets and work orders. Known for maintaining a safe and responsible work environment.

EDUCATION

•Bachelor of Computer Science

SECURITY CLEARANCE

Secret Level II

File: 96141823-0002475825

Date of Issue: 2021-02-17

Date of Expiry: 2031-02-17

CERTIFICATIONS

CompTIA A+ certification

Cisco CCNA, Routing and Switching

Fortinet, NSE2 Network Security Associate

Cybersecurity awareness

AZ-900 Azure Fundamentals

SKILLS

Configuration and setup of Cisco Switches and Routers. (Telnet, SSH, NTP Vlans Eigrp BGP TFTP etc.

Operating Systems: Windows Server Platform

Hardware Platforms: Rack/Blade servers (HP, Dell, IBM)

System Administration: DNS, Microsoft exchange

Scripting: PowerShell

Cloud Solutions: Microsoft Azure, Office 365

Virtualization: VMWARE, HYPER V

Ticketing Applications: iVANTI, OTRS and Cherwell

Monitoring Applications: Zenoss, SolarWinds

HIGHLIGHTS

Proficient Troubleshooter for client end IT technical problems

Proven expertise in hardware repair

Exceptional telephone etiquette

Expert in preparing network infrastructure

Vast technical knowledge

Expertise in organizing IT Support calls

Efficient in working within a team

Ability to abide with organizational needs and work with people from different backgrounds

Knowledge of Active Directory Services, SCCM and Group Policy.

EXPERIENCE

MONITORING TOOLS SPECIALIST

NOVA NETWORKS Corp. (Nov 2017 – till date)

Provide courteous and professional real-time customer service to customers by utilizing active listening skills during phone contact

Monitor all local and remote network elements to ensure operational integrity and to provide timely restoration of service upon the detection of network troubles.

Perform Network Operations Center system monitoring, including application and network systems that process in a 24 x 7 x 365 environment.

Resolve issues through service level agreements (SLA) and operational level agreements (OLA) by applying monitoring and anomaly detection.

Implement tools related changed (Commissions, Decommissions, Event Filtering, Un-monitoring of Components and Threshold adjustments)

Support configuration management changes as backup role (Commissions, Decommissions, CMDB Updates, Data integrity and Validation)

Any additional tools or configuration management work that may come up including but not limited to reporting, validation and data migration.

Track and update events in a ticketing system in a clear and efficient manner.

Troubleshoot and resolve tier1 incidents within the NOC using documented procedures

Serve as the primary initial responder within the Network Operations Center for identifying, troubleshooting, analyzing, and resolving network, system, security, antivirus and supporting software related issues.

Responsible for escalating issues appropriately to the System administration that cannot be readily solved by the NOC Analyst team.

Contact service providers, equipment vendors, and customers directly to troubleshoot and resolve network and production configuration issues.

TEAM LEAD, IT TECH SUPPORT

Kuwait University, Kuwait (Feb 2004 – June 2016)

Provide technical support services as it relates to installation, configuration and troubleshooting of computer systems, printers and network connectivity, password resets and software issues including root-cause analysis.

Assume ownership and provide consistent follow-through to assure problems are resolved including investigation of complex problems related to supported technologies.

Document findings in ticketing system and general insights in knowledge base and related databases.

Assists and advise users on the available and new tools and provide technical training where required.

Provide technical assistance ranging from system information and/or documentation to system configuration and problem resolution.

Manage and prioritize service tickets including assigning tickets to support groups.

Assist executive-level and management in resolving technical issues on an emergency basis.

Assist customers and management in resolving technical problems on an emergency basis.

Work closely with management, outside resources (e.g., Microsoft) and approved vendors to support and efficiently respond to user requests and issues.

Assists in developing user documentation/installation procedures.

Create, maintain and deploy golden image for PCs/laptops in student labs and lecture halls.

Carry out periodical maintenance and regular installations of about 28 PC Labs.

Assist in new employee setup involving user account maintenance in active directory, set up of accounts on appropriate systems and managing user permissions.

Prepare and present system-related reports and recommendations for management.

Utilize Asset Management and Network documentation tools to manage and track hardware inventory, locations and status.

Installed and Configured Cisco Switches Layer 2, Layer 3 series and Vlans.

Contribute in process and service improvement by recommending new standards supporting Kuwait University’s infrastructure and future plans.

Act as a Technical Mentor for junior team members.

TECHNICAL SUPPORT SPECIALIST

Apple Computers, KSA (Dec 1993 – Sep 2000)

Imaging, configuring and installing systems issued to users and decommission retired systems

Managing logistics for receiving and shipping end user devices.

Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

Updating inventory records via IT Asset management system.

Tuning up the system’s performance for the best efficiency of the service.

Providing Telecom and Conference Room support.

Installing, Managing, and Configuration Windows Operating System.

Managing hardware and software inventory and ensure the inventory is up to date.

Carrying Call log management for all type’s IT related technical support requests.

Documenting client service issues to support technical fixes and participate in process improvement initiatives.

Setting up of new users, file permissions, user and computer administration in the company's Active Directory environment.

Performing diagnosis on system problems; recommend and implement solution; or draw upon other resources and/or vendors to resolve issues.

Performing routine network maintenance functions, including audits and system maintenance.

Email: adrpta@r.postjobfree.com

Mobile: 613-***-****

https://www.linkedin.com/in/moh-hussain-77b87613b

MOHAMMED YOUNUS HUSSAIN

Secret Level II Cleared

55 Golflinks Dr, Ottawa, ON, K2J4Y3

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