MUSTAPHA HANAFI

** ******** ****** ******, ** ***19 Phone: 617-***-**** adzap5@r.postjobfree.com Seasoned Support Engineer well-versed with proven experience 14 years in supporting users and troubleshooting diverse IT problems either in office or Lab environment. Bringing remarkable understanding of system administration and networking, with the ITIL conception, and a resilient nature focused on finding the root, cause to make a permanent improvements. Looking for a new challenge with an expanding organization.

TECHNICAL SKILLS

System support:

- Managing projects of Migration OS: windows 7 to Windows 10.

- Active directory management: Manage AD, Create and manage GPO, Win server 2019/2016/2012/2008.

- Install, configure, maintain, troubleshoot and support: Outlook, Lync, office365 and Lotus Notes.

- Fundamentals Notions in VMware Virtual Servers, Hyper-V, Uniprocessor Computers and cluster.

- SharePoint management.

Network Administration:

LAN and Wireless Networks, TCP/IP, Manage Network ACLs, switches, Create VLANs Conception of the replaced local area network (OSPF, RIP, STP, IGRP, EIGRP).

Troubleshoot commercial and proprietary corporate applications:

- Collaboration: Lync, Skype, WebEx, GoToMeeting, Polycom, Zoom, MS Teams, Avaya.

- Security/Encryption: Malwarebytes, Symantec Endpoint, Cisco VPN, SSL

- SCCM: manage deployment of applications and security in workstations, remote access control.

- Installation Citrix, SAGES, Proficient in Word, Excel, PowerPoint, Access, SharePoint.

PROFFESSIONAL EXPERIENCE

IT Support Engineer 07/11/2022 - 05/28/2023 Pfizer, Andover MA

Support scientists in Lab environment, troubleshoot and resolve all tasks and issues encountered with lab computers (Software, Hardware, Printers, Network...).

Work with other IT groups to support new and existing hardware and software in a GxP compliance environment.

Collaborate with vendors as needed for investigation and recreation of isolated software issues.

Administration system AD DS: manage the account users and computers and groups of this laboratory, management also of GPO linked to their groups and NTFS Permissions, and other management.

System Support Engineer 12/14/2021 – 04/22/2022

Vertex Pharmaceuticals, Boston MA

Provide support and enhancements for a large platform of Desktops, PC Laptops, Mac, IPhone Mobiles and Servers (Windows 2008 server and windows 2012 server) in office and lab environment.

Troubleshoot and support all Operating systems : MacOS (Sierra) and above for Mac, and Windows 7, Windows 10, Windows11.

Provide technical solutions and coordination for exceptions and issues as they arise, either software or hardware.

Daily Backup, Windows updates, remote installation, using different tools (GoToMyPC, RDP, VNC, TeamViewer, Citrix, and SCCM).

LAN and Wireless Network Troubleshooting.

Symantec Endpoint Antivirus management and troubleshooting of different types of viruses, malicious software’s and spywares.

Commitment ITIL under the ticketing system ServiceNow within the designated Service Level Agreements (SLAs).

Create standard support procedures and other documentation as required to ensure availability and continuity of IT services to agreed SLAs and KPIs.

Technical support specialist 08/30/2021- 12/13/2021

Lahey hospital & Medical Center, Beverly, MA

● Work Collectively on migration of computers from Windows7 to windows 10, in a Medical center Laboratory environment :

-Control and follow the process of migration according to an exact schedule.

-Manage user’s data: both migration locally or with OneDrive.

-Hardware Tasks for old Asset, Install Hard drives with Bitlocker.

-Working with the asset management software system IVANTI (LANDESK) for inventory and deployment, checking failed computers.

Technical support specialist 09/30/2019- 11/30/2020

Thermo Fisher Scientific, Tewksbury, MA

● Responsible for converting 100 computer and test systems to the Windows 10® platform in manufacturing area.

●These systems consist of a windows based computer configured to operate and control various pieces of test equipment and specialized fixtures.

●The Migration of system exploitation was extended to equipment from traditional test equipment providers such as national Instruments, Agilent and Newport as well as several custom robots and internal electrical platforms.

●Working with manufacturing engineering, software engineering and R&D as required to resolve software and hardware incompatibility issues as they arise.

● Involved with modifying various pieces of internally developed software to resolve these situations.

● Responsibility to ensure a seamless transition to Windows 10® on all test and alignment systems.

●Work closely with the Test Engineer under the platforms LABVIEW, Matlab and C#, to achieve goal

Technical Support 5/27/2019 – 6/28/2019 CBT Architects, Boston, MA

●Support Users for several issues encountered with their computers, Software, Hardware and peripherals.

● Working in a Mac and Windows platform, around 400 Machines. Using the ticket system Service Now, Zendesk and Kace system management for deployment.

Technical Support

JP Morgan, Boston, MA (A3 Solution Staffing agency) 4/22/2019 – 5/17/2019

●Install and set up 400 computers at the new JP Morgan location in Boston.

Desktop Support Specialist 8/14/2018 - 11/15/2018

Dow Chemical Company, Marlborough, MA

●Perform install, and collaborate in Migration of OS from Windows ( XP & 7) to Windows 10.

●Troubleshoot software and hardware Issues with remote users diagnosing and repairing Windows desktop and laptop.

●Manage and collaborate in the migration of data.

Team Leader/ System Administrator 1/17/2014 - 4/07/2017

GRAS SAVOYE, Casablanca, Morocco

●Work effectively with various stakeholders to define business and systems requirements.

●Communicate regularly with the board of directors regarding pertinent IT activities.

●Communicate updates, service times and usage best practices throughout the company

●Manage IT staff, including hiring, training, conflict resolution, performance coaching through operational and strategic planning.

●Follow up and confirm effectiveness of solutions by interacting with user base and understanding their challenges

●Utilize BMC Remedy reporting to benchmark, and assess problem resolution from ticket creation to closing under the ITIL conception.

●Maintain top-notch quality of service to about 2000 users by adhering to SLAs, and through coaching a dedicated support team

●Make recommendations for the improvement of the general IT Support experience

●Keep up to date on industry developments and best practices

●Manage projects and organize the allocation of resources from initiation trough completion

●Oversee provision of end-user services, including help desk and technical support services

●Evaluates key metrics, KPI's and SLA's, performs analysis and provides reporting to leadership to drive consistency and repeatability of best practices; provides reporting and data concerning key performance indications (KPIs) and trends to senior managers.

● Administration of domino lotus server and Outlook office 365.

SR Technician Level II 1/18/2010 - 1/21/2014

GRAS SAVOYE, Casablanca, Morocco

●Responsible for desktop support in a Windows XP/7/8/8.1/10 mixed environment

●Manage domino lotus server and Outlook office 365 environments, using the power shell

And batch file for scripting.

●Manage Lotus and review bug lotus, archives, message warning, replication, synchronization of blackberries

●Support and manage a global network of printers and peripherals

●Troubleshoot and effectively resolve Microsoft Outlook issues

●Manage Active directory activation counts, security group provisioning and GPO management

●Support the corporate Polycom video conference system.

●Support and troubleshoot the Avaya and Cisco Phones.

●Cisco Network Troubleshooting.

Level I – Technical and Network Technician 4/08/2006 - 11/09/2009

B2s Orange Telecom, Casablanca, Morocco

●Provide first tier Technical support and basic resolution for network connectivity problems

●Provide high quality technical support with effective resolution rates.

●Answer a high-volume support line and maintain a high level of client satisfaction.

EDUCATION

CESA SUP [FEDE] Casablanca, Morocco

-European Masters in Computer Science December 2012

ESIAS Azrou, Morocco

- Diploma Analyst Programmer June 2002

High School Tarik Ibn ZAYAD Azrou, Morocco

- High School Diploma (Baccalaureate) June 2002

CERTIFICATIONS

●2017: Certificate of completion: Introduction in Biotechnology Program, from JVS Bridges to college

●2014: ITIL Foundation Certificate in IT Service Management

●2013: Microsoft® Certified Technology Specialist (M.C.T.S): Windows Server 2008 Network Infrastructure, Configuration.

●2013: Microsoft® Certified Technology Specialist (M.C.T.S): Windows Server 2008 Active Directory, Configuration.

●2013: Microsoft® Certified Solutions Associate (M.C.S.A): Windows Server 2008.

●2011: Cisco Certified Network Administration Certificate (C.C.N.A)

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