IT Support Engineer

Syed S. Hussain (Sammy)

Phone# 818-***-****

**** ******** ****** **. ***** Land, TX 77479

E-mail: *********@*****.***

OBJECTIVE

Dedicated and results-driven IT Operations Engineer with 15 years of experience in managing and optimizing IT infrastructure to ensure high availability, performance, and security. Adept at implementing best practices, troubleshooting complex issues, and collaborating with cross-functional teams to deliver IT solutions aligned with business objectives.

SKILLS

IT Infrastructure Management

System Monitoring and Troubleshooting

Configuration Management

Active Directory

Proficient knowledge of Windows operating systems.

Microsoft 0365 suits, Azure, and Multi-factor authentication (MFA)

Ticketing System (Remedy, Cherwell, Service Now, SharePoint, Incident management, ConnectWise)

Strong Analytical and Problem-Solving Skills

PROFESSIONAL EXPERIENCE

Artius Synergy LLC/ Altus Community Healthcare -Houston, TX 01/2023-Present

IT Support Engineer

Prepare and manage IT tasks related to onboarding and offboarding employees.

Configure and deploy laptops and peripherals for new employees.

Responsible for provisioning and user account maintenance. Interfaces with users and appropriate personnel, providing login ID, access, connectivity, and emergency removal to applications and systems.

Resolved technical issues, password resets, account unlocks, and MFA resets for users.

Provide first and second-level technical support to end-users, troubleshooting hardware, software, and network issues via phone, email, and in-person.

Troubleshooting Network Issues: Diagnose and resolve network connectivity issues, including LAN, WAN, and internet connectivity problems. Configure and troubleshoot network devices such as routers, switches, and wireless access points.

Installing and Configuring Hardware and Healthcare Software: Install, configure, and upgrade hardware components (e.g., desktops, laptops, Scanners, printers, peripherals) and software applications (e.g., operating systems, productivity software, antivirus programs) according to organizational policies and procedures.

Assist in the deployment and administration of Microsoft Active Directory services, including user account management, group policy administration, and system authentication.

Collaborate with IT teams to implement security policies and procedures, including user access controls, antivirus software, and firewall configurations.

Upgrade and maintain Windows hardware, software, and other applications.

Set up the Vonage phone, assign an extension number in the Vonage Admin Portal, set up a voicemail password and reset it, and forward calls

Image of over 800 Lenovo laptops and Dell Desktops.

Microsoft 365 accounts create, modify, and disable user accounts

Domain Account Management: Create, modify, and disable user accounts in Active Directory.

Documented support tickets, resolutions, and troubleshooting procedures in the IT knowledge base, facilitating knowledge sharing and training for new team members.

ETC/ Harris County Toll Road – Contractor-Houston, TX 09/2021 -11/2022

IT Support Technician in call center environment

Tier Level II/III Help Desk Tickets, software, and hardware computer support, in person over the phone or via remote desktop. Troubleshoot desktop, laptop and VPN issues with users.

Troubleshoot issues with county software RITE, NICE, Image Viewer and cisco Finesse, analyze to identify issues and work with internal escalation teams as needed for resolution.

Support remote users through TeamViewer, VMware and dame ware, providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

Hands-on experience in installing, troubleshooting, and fixing desktops, printers, laptops, and other computer peripherals hardware problems as well as desktop applications.

Working experience in Install, Move, Add, Change, and Disposal activities.

Skilled in desk-side support and PC break/fix including basic administration of Windows O/S. Experience with Anti-spyware and Anti-virus software.

Knowledge of TCP/IP networking, DNS, DHCP, VPN and RDP.

Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability.

Knowledge of enterprise LAN and WAN setups and concepts.

Understanding and knowledge of Audio/Video equipment in meeting rooms.

Ability to perform smart hands activity under instruction-based activities at sites.

Basic understanding and working experience of Mobile Device Management system – Microsoft Intune. Basic understanding and troubleshooting for VDI, SCCM, LANDesk, MS Teams, OneDrive for Business. Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.

Setup up the Cisco soft phone, assign an extension number in CM, setup voicemail password and reset it, and forward calls.

Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)

Manage users and computers in active directory. Add, delete, and edit a user, reset a user password, in active directory.

Install Office 365 on computers troubleshoot and resolve Office 365 issues

Image of Over 1200 Microsoft Surface Pro and Dell Desktops.

Deployment of Microsoft Windows 10 Surface Pro tablets for 600 users, this includes.

Replacing desktop units, Monitors and placing Docking stations.

Assign IP reservation, configuring, troubleshooting various IPs that utilize Infoblox.

Asset management and assist with inventory hardware, involving tagging and online inventory.

Isphare/Mattress Firm-Contractor -Houston, TX 04/2021-09/2021

IT Support Engineer

Maintaining, upgrading, and configuring Cisco Meraki MX65 MX60 for than +2000 stores nationwide.

Maintaining Cisco Meraki switched MS210 MS220

Performing a 6-month AP project upgrading all stores from MR33 to Cisco MR36, with 2 different SSID’s private and public.

Upgrading ISP Circuits from T1 to Broadbands and Enid.

Worked with ISP field tech cut over and turnup new circuits with Cisco Meraki Plate form.

Upgrade and Update GTT new circuit to run bandwidth test from Meraki firewall.

Installing axis controllers and configuring them along with ADT engineering team.

Provide excellent Customer Service. Take the lead on critical customer’s incidents, associated to customer communication, activities, and any appropriate escalations.

Ensure that Service Desk practices are updated and standardized Provides support in the use of POS applications or related third party products by providing solutions, workarounds, and advice in a timely manner.

Support business partners by proactively maintaining high-level technical, operational expertise, and understanding of business needs.

Create service request tickets for all service request orders via Ticketing System Resolves Service Desk requests with computers, printers, hardware, and applications.

Provided status updates to end users while escalating issues appropriately.

Monitor systems to Identify outages in a timely manner.

Provides quality customer service in person, by phone and by e-mail. Works with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals.

Skill Storm-Guide well. Houston, TX 11/2020 – 04/2021

Technical Service Engineer

Ensure/confirm accurate asset management (ITAM) and tracking.

Reconcile (HLQs) High Level Qualifiers, (HSA) Host Server Acronyms and Stewardships to meet the asset name, asset id and acronym names standard requirements.

Coordinate, collaborate and communicate with technology teams to obtain and confirm technology assets of identification, utilization, and status.

Manage complex, non-routine and escalated systems administration tickets and tasks via Remedy and Smart IT (Work Orders)

Monitor systems and perform maintenance and provisioning support for hardware, such as telecommunication equipment, printers, software, and video/audio equipment as assigned.

Harris County – Contracting- Houston, TX 07/2019 – 11/2020

IT Helpdesk Analyst.

Tier Level I/II Help Desk Tickets, software, and hardware computer support, in person, over the phone or via remote desktop. Provided technical advice, guidance, and informal training to internal users using assigned hardware and software.

Managed the company’s IT equipment through SCCM by deploying software, patch and updates to devices on the domain. Such as Antivirus.

Added users to the existing user collection and created new user collection for customized information.

Deployed customized Imaging software to desktops, Tablets, laptops on the domain.

Imported computer information into the configurator Database.

Managed users and user collection through the SCCM configuration manager.

Incident management System Centre Service Manager to control and manage support tickets.

Recorded and made accurate classification of received incident in a timely manner to prevent service shutdown.

Managed user by informing them of the status of their ticket and how soon it will be resolved,

Verified with user the resolution and resolved incident in the Service Manager.

Logged all incident IR and Service requests SR details, allocating categorization and prioritizing them with appropriate codes.

Escalated incident that is at risk of breaching SLA Service level Agreement to the Incident Processor.

Adequate reporting update on unresolved tickets and assigning to appropriate Tier Support group by following the ticket resolution life cycle.

Worked with the IT team to resolve failed IT services as swift as possible.

Liaison between the IT and External vendors on technical subject matter.

Identified incidents for review, participated in the review and of major incidents.

Monitored the incident to make sure SLA has been honored.

Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and systems, using established processes and procedures.

Managed user account creation and user password reset/access through AD.

Support for Outlook/ Exchange email skype Business/Lync and shared drives assigned depending on their duties/title.

Assisted users in the process of upgrading from Office 2013 to Office 2016.

Deployed over 1000 Microsoft Surface Pro in replacement of Desktops.

Migration project PCs, Laptops and Surface Tablets OS from windows 7 to windows 10 version (1703, 1709 to 1803).

Use of Harris County Service Ticketing system, to maintain an organized issue solving and call- tracking database to enhance the quality problem resolution.

Work in individual or team setting to assist others on assigned locations all around Harris. Travel 50% of the time to multiple locations to provide desktop support and training to users.

Build knowledge base and share with team members for department’s efficiency growth.

Setup and modify user profile through CSS systems for company work environment.

Imaging of Microsoft Surface Pro and updating of Dock firmware for deployment.

Set and modify IP reservations on Infoblox.

Migration of user favorite and preferences from an old profile version to a new version, making it easy to move favorites, desktop icons.

Tag and scan of new inventory into the system through Microsoft Access

Support user remotely by connecting through Remote System Configurator

Set up an enterprise-wide wireless printing system.

Image of Over 1000 newly purchased Microsoft Surface Pro and Dell Desktops.

Deployment of Microsoft Windows 10 Surface Pro tablets for around 1000 users, this includes.

Replacing desktop units, Monitors and placing Docking stations.

Assign IP reservation, configuring, troubleshooting various IPs that utilize Infoblox.

Asset management.

Assist with inventory audits regarding the technical and complete yearly region hardware inventory, involving tagging and online inventory.

Galaxy Die & Engineering Inc. - Valencia, CA 04/2009 – 05/2019

Technical Support Engineer

Responsibilities included handling daily technical support activities on desktops, laptops, printers and server management and testing desktop software applications and internet browsers.

Tested computers to ensure proper functioning of computer systems. Installation, and maintenance of end user workstation equipment (laptops/ desktops) and additional peripherals including IP telephones. Provided MAC support for the users.

Tasks. Maintained, analyzed, and repaired hardware and software systems. Responded to Remedy tickets and troubleshoot/resolved problems in a timely manner. Support and enforce information technology (IT) policies. Set up and configure new systems, new applications, and upgrades.

Verizon Telecommunication - Thousand Oaks, CA 05/2001- 03/2009

Network Installation & Repair Analyst in call center environment.

Provide layer3 technical assistance for T1, T3, DS1 and DS3 customers on various backbones (Verizon Internet Services, Level 3, Qwest Communications and MCI Communications). Working closely with NOC (Network Operation Centers) for T1 customers, to determine outages, customer issues.

Handling and updating all DNS (Domain Name Servers) issues for all T1, Business email and web hosting customers, such as updating or creating Name servers, A Record, MX (Mail Exchange), Reverse DNS, CNAME, etc.

Help Implement systems and software upgrades and OS and configuration changes for users.

Help install all cables, connections and cross-connects from Smart jack to CENTRAL OFFICE and to Customer equipment. Help Customer configure Routers, Hubs and ATU-RModems.

Bandwidth Tests and Data analysis to determine issues related to Customer’s ISP or Verizon Network. Troubleshooting SHDSL Repaired and Troubleshoot ADSL Hardware and Software in FRAME RALEY and ATM with DSLAM or ALCATEL SWITCHES using tools SPEEDPORT, AWS, AMS, ADNT, FENS and NAVISCORE. Worked with CENTRAL OFFICE PERSONNEL and FIELD

TECHNICIANS in resolving Verizon’s Network Issues.

Helped customers configure their network setup. Supported PCs & Laptops with Windows, Mac. Provisioned, rebuilt, and monitored PVC (Permanent Virtual Circuit) between Verizon and various ISPs switches using NAVISCORE and various other Broadband applications software’s.

ACCOMPLISHMENT

Participated in Verizon’s Sell-One-More program and achieved their Trophy for two consecutive months. Took extra step to talk to neighbors and business owners in the area to sign up for Verizon Products and achieved success. Referred family and friends for

the products.

EDUCATION & CIRTIFICATION

Bachelor of Science, General Science, May 1994 University of Karachi, Pakistan Microsoft Certified Systems Engineer (MCSE). Cisco CCNA Certified

REFERENCE

Personal and Professional references are available upon request.

Contact this candidate