GOUSIA NAZIR

adzjkb@r.postjobfree.com

713-***-****

SKILLS

Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment

Knowledge of Windows 10, office productivity software, document management and diagnostic software, including but not limited to Microsoft Office, Office 365, Teams, OneDrive, Adobe Acrobat, iOS, VPN, Citrix, and Remote Access solutions.

Strong technical knowledge of Windows Desktops and the ability to resolve problems

Basic Computer Hardware awareness: any related professional courses on same Proficiency would be an added advantage

Excellent interpersonal skills and an ability to establish credibility quickly

Good working knowledge of Active Directory

Excellent knowledge of MS Office (particularly MS Excel)

Office365

Citrix

Strong prioritization skills and able to follow process

A high energy professional capable of influencing within the EUC Tower

Excellent time management skills and ability to work under time pressure

EDUCATION

Bachelor of Science in Information Technology

EXPERIENCE

SHELL U.S HOUSTON, TX

SR. TECHNICAL ANALYST

JUNE’2023 – CURRENT

Provided executive-level support to SHELL's traders, encompassing tasks such as onboarding new users, offering technical assistance to end-users, and addressing enterprise-wide issues.

Took charge of configuring PCs and laptops with Windows 10 images.

Daily responsibilities included software driver configuration and updates, setting up certificates for applications, and establishing SMB shares for end-users.

Assisted end clients with Office 365, including guidance on office applications such as Word, Excel, and Excel add-ins.

Deployed new and updated applications to users through Airwatch.

Gained experience with enterprise IT software integrated with AirWatch, including Windows Server and Active Directory.

Coordinated with vendor support in the event of escalated issues related to AirWatch.

Aided users in setting up and troubleshooting SHELL's proprietary software.

Managed user setups in Citrix and resolved issues for existing users.

Set up new users with Smartcard certificates and addressed existing user smartcard issues.

Integrated two Help Desk units with cross-training and team-building, resulting in one efficient, consistent and unified support group.

Created customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.

Established service-level agreements by negotiating with business units and information technology managers.

Implemented problem management process involving complete root-cause analysis. Coordinated and ran meetings to determine root causes of issues by analyzing incidents and trends.

Maintained and organized asset management and quality control, prepared weekly statistics reports, assumed full responsibility for the planning, staffing, budgeting and operational effectiveness of all IT data communications functions and support.

Developed protocols and procedures for desktop and proprietary systems for 24/7 support operations.

LUBRIZOL CORP HOUSTON, TX

SR. TECHNICAL ANALYST

Oct’2022 – May’2023

Evaluate problem tickets created by the helpdesk and diagnose problems with tools available to resolve issues, then documenting resolution steps in tickets.

Image/configure devices with (SCCM)

Leading a major laptop/workstation/tablets/Getac tablet refresh project, that includes tracking new assets, updating the assets in database, performing the readiness check before delivery to the end user.

Intune configuration and setup for end users.

Replace and reimage workstations and laptops to resolve issues after exhausting all possible industry standard fixes.

Overseeing and administering Windows user access accounts within Active Directory. Adding, deleting, and modifying access rights, assist helpdesk personnel with account access resets, resource rights access issues for users not able to access various folders, drives or computers.

Our team is responsible for visiting several sites around Houston area to address end user initial setup and maintenance.

We work on rotation within the team on a weekly basis to support other sites.

I also work as on-call rotation to attend to urgent issues at remote offices.

Install, configure software applications such as Microsoft Office Suite, Outlook, Citrix, McAfee, O365, OneDrive and TEAMS.

Experience evaluating and applying software patches and upgrades to operating systems on desktops, laptops, servers, network switches.

Install, configure, test, evaluate and implement new software technologies related to operating systems and various applications.

Install, configure, test, evaluate and implement new hardware technologies related to computer systems, networking, servers, workstations, and laptops.

Installing application software’s and computer peripherals.

Address user tickets regarding hardware, software and networking.

Record technical issues and solutions in ServiceNow

SHELL U.S HOUSTON, TX

TECHNICAL ANALYST

Dec’2021 – Sep’ 2022

Provide executive support to SHELL’s traders that includes setting up new users, provide technical assistance to end users and handle any enterprise-wide issues.

Responsible for configuring PC’s and laptops with win10 images.

Daily operations includes configuring/updating software drivers, setting up certs for the apps, and setting up SMB shares for end users.

Provide assistance with office365 to end clients. This includes assisting users with office apps like word, excel, excel ad-in etc.

Deploy new and updated apps to users via Airwatch.

Experience with enterprise IT related software that integrated with AirWatch; Windows Server, Active Directory.

Coordinate with vendor support incase of an escalated issues related to AirWatch.

Assisting users with setup and troubleshoot SHELL’s proprietary software’s.

Setting up users in Citrix and also troubleshoot issues with existing users.

Setting up new users with Smartcard certs. And also troubleshoot existing users with smartcard issues.

Assist users with account lockout issues.

Also responsible for traders working remotely for their VPN or connectivity issues.

Responsible for troubleshooting any hardware and software issues associated with existing systems.

Responsible to manage the disaster recovery site in College station, which included updating workstation, making sure all systems are online. And troubleshoot the ones with issues.

I was also responsible to visit 3 sites around Houston area to attend to new user workstation/laptop setup, equipment setup and troubleshoot any issues.

I was also a part of exec support that would include supporting execs while they were visiting any Houston area offices.

Setup and troubleshooting of local and network printers.

Also responsible for setting up iPhone/android phones for end users. This involves configuring phones from scratch using custom SHELL images.

Log cases using SNOW ITSM tool.

APOGEE INC HOUSTON, TX HELPDESK/TECHNICAL ANALYST

Jul’2021 – Nov’2021

Handling students technical support cases through phones

Act as the initial point of contact for all computer and system related concerns from students.

Resolve technical issues related to network interruptions, system issues and other related technical concerns

To perform analysis and determine client problems, and document these issues using ServiceNow

Provide front end-support to users for all mobility related issues including Airwatch.

Coordinate between end-users and backend mobility teams for Airwatch app deployment issue.

Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved

To provide solutions for network and system related issues, and to provide detailed documentation along with it.

To assist students by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software

To assist students for the purpose of improving processes related to system issues.

CHI ST LUKE’S HEALTH HOUSTON, TX HELPDESK/TECHNICAL ANALYST

Jul’2018 – Feb ’2020

Working off a Service Management ticket queue, ensuring high urgency tickets are prioritized

Answered on average 20-25 calls a while maintaining a 95% resolution rate

Provided third level help desk support for problems relating to Active Directory.

Performed cross platform audits of Active Directory (AD) objects and user permissions.

Created user ID's, roles, groups OU's etc.

Administered Active Directory (AD) domains and related services supporting local and remote users.

Maintained user, group, and computer accounts.

Managed Group Policy Objects (GPOs) throughout the Active Directory (AD) enterprise.

Configured Group Policy Objects to create a secure Windows Infrastructure.

Perform evaluations for team to ensure consistent high quality is provided to customers

Occasionally assist with Training material development or training tasks

Provide an accurate record of each call-in incident management tracking tool, review all incidents for your site

Working with users for their account setup, modifications requests.

EMPLOYMENT GAP

STARTING/RAISING A FAMILY

Jan’2015 – Jul’ 2018

RITEPROS INC HOUSTON, TX

DESKTOP SUPPORT ENGINEER

Jan’2015 – Dec’2015

Develops and manages effective professional working relationships with contractor personnel, co-workers and clients

Oversees and updates assigned support service requests, handling daily technical support activities on desktop support, data network and server management

Works independently in troubleshooting and providing solutions to unresolved software problems through trouble-ticket system

Provides advanced, senior level technical support to internal and external customers; installs, configures,

Evaluates, maintains, modifies (e.g., creates macros, templates), and documents desktop application

Provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment

EMPLOYMENT GAP – RELOCATED TO AMERICA

IYOGI LTD REMOTE/INDIA TECHNICAL SUPPORT ENGINEER

Jan’2008 – July’2011

Worked in a high call volume environment averaging 100 calls a day while running 3 to 4 active concurrent sessions.

Worked closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services

Provided troubleshooting of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices

Populate Knowledge Management system with resolutions and workarounds

Troubleshoot for Windows 2000-8.1 and have good working knowledge of Office products; provide printer/fax support

Acted as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints

Enterprise Mobility Management administration - enrollment and management of mobile devices

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