Technical Support It Solutions

Shahzad Farazi

Phone:408-***-****

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

Objective

I am an experienced IT professional with over 15 years of technical support expertise, passionate about leveraging my skills to solve complex challenges. With a focus on customer satisfaction and seamless technical solutions, I aim to contribute to an organization by improving IT infrastructures and delivering outstanding service.

Technology Specialist IT Consultant Security & Network Expert

With over 15 years of hands-on experience in technical support, consulting, and IT security, I have built a career rooted in problem-solving, innovation, and delivering seamless IT solutions. My expertise spans across managing Windows migration projects, troubleshooting complex technical issues, and enhancing system security. Proficient in ServiceNow and Jira, I ensure smooth incident management and efficient resolution of IT challenges.

My deep technical knowledge includes Windows 10, Mac OSX, and Linux distributions like Ubuntu and RedHat, making me adaptable across multiple platforms. From configuring Azure Active Directory, DNS, and DHCP to implementing network security policies, I bring a strategic approach to IT infrastructure management. I have successfully led software deployment initiatives using JAMF Pro and imaging solutions like Acronis and Ghost.

Beyond technical skills, I excel in customer service and team collaboration, ensuring that IT solutions align with business needs. Whether installing and configuring Windows Server, maintaining Cisco IP phones, or setting up Zoom and Slack for corporate teams, I thrive in fast-paced environments where precision and efficiency are paramount.

Driven by a passion for technology and continuous learning, I am committed to delivering high-quality IT solutions while fostering a positive and secure digital workspace.

Technical Expertise

- Over Four years of experience Azure Active Directory, Intune and SharePoint.

- Installation of PCs in small businesses with Cisco switches and routers; configuring firewalls using security protocols.

- Creating and restoring backups using Ghost, Partition Magic, and Drive Image software.

- Knowledgeable in LAN/WAN protocols and topologies, including TCP/IP.

- Installation and troubleshooting of Microsoft Office 2016.

- Setup and configuration of Cisco routers and switches.

- Setup and configuration of RAID on HP and Dell blade servers.

- Installation and configuration of McAfee Enterprise and Symantec Norton antivirus and spyware removal.

Education

- B.A. in Film, San Francisco State University

- A+, MCP, Masters Institute of Technology

- Communication, Moorpark College

Employment History

Santa Clara Fire Department HQ

Mac Engineer Support

Contract (Dec 2024 – Currently Working)

Mac Endpoint Management & Deployment

Experienced in provisioning and managing Mac devices using Cisco Meraki, JAMF, and Apple Business Manager, ensuring seamless automation enrollment and compliance with security standards. Skilled in packaging and deploying third-party and native macOS software for new installations, upgrades, and patches. Adept at configuring and deploying macOS policies, MDM profiles, and endpoint security measures while maintaining SLA compliance. Proficient in monitoring deployments, troubleshooting escalated incidents, and managing endpoint service installations and upgrades. Strong documentation skills, creating end-user guides, system architecture diagrams, and process flows to streamline Client Engineering operations. Over 5 years of experience in enterprise Apple device management and 3+ years administering JAMF, Intune, Azure AD, and other MDM solutions.

Alphawave Semi

-System Administrator (Jan 2021 – July 2024)

-Using Azure Active Directory to create users and including user onboarding and policy -management, setup authentication, as well as proficient in adding and configuring mailboxes in Microsoft Office365.

-Troubleshoot and support Mac and Windows laptops.

-Setup and configure conference room for MS Teams and Zoom.

-Setup and configure Polycom IP phones using the administration tools in Microsoft Teams and Zoom.

-Install and configure VPN and SSO.

Advanced Hospitality Technologies

Field Service Engineer (Feb 2018 - Dec 2020)

- Addressed user tickets regarding hardware, software, and networking.

- Maintained and deployed various desktop technologies and solutions.

- Installed and configured firewalls and switches in large hotels and restaurants.

- Analyzed and recommended hardware and software standardization.

- Customized desktop applications to meet user needs.

- Recorded technical issues and solutions in logs.

- Directed unresolved issues to the next level of support personnel.

- Followed up with clients to ensure system functionality.

- Reported customer feedback and potential product requests.

- Supported users in a timely manner and ensured efficient daily operations.

- Diagnosed, troubleshot, and configured equipment for end users.

- Troubleshot and configured mobile devices and applications.

VMware (Contract)

*Endpoint Services Engineer* (Jan 2016 - Dec 2018)

- Utilize the Call Manager to set up and configure Cisco phone for users.

- Provided ongoing operational support, including Mac and Windows 10 upgrades and security updates.

-Utilized JAMF to deploy software, enforce security protocols, and manage policies across Mac devices.

- Re-image, troubleshoot, and resolved HW and SW issues on Macs.

- Installed AirWatch management device.

- Installed software such as Office for Mac, Adobe Photoshop, and HP Wireless Printer drivers.

- Trained customers on Apple technology, including MacBook, iMacs, iPads, and iPhones.

- Setup and configured tablets and mobile devices.

- Performed backup and restore using Time Machine.

Philips, San Jose, CA

Sr. Desktop Support (Feb 2010 - Jan 2016)

- Supported 400 users, including C-level personnel.

- Troubleshot HP, Dell laptops, and Macs.

- Installed and configured VMware Fusion on Mac OSX.

- Created and restored images using Acronis and Ghost software.

- Installed and troubleshot Windows XP and 7.

- Installed PGP and BitLocker Encryption.

- Troubleshot and resolved remote user issues.

- Managed and lead Windows migration projects.

- Removed viruses from user machines.

- Troubleshot LAN issues.

- Setup audio and video in conference rooms.

- Installed and configured Citrix.

Microsoft Data Center (Contract)

System Analyst Support (Jan 2009 - Dec 2010)

- Provided technical support by answering phones and monitoring web-based ticket queues (ServiceNow).

- Rack and Provisioning (RAPs) of racks and servers for power and network connectivity.

- Remotely administered and configured systems for quick problem resolution.

- Investigated and restored hardware and operating system failures on servers and network devices.

- Supported Data Center installations and infrastructure maintenance.

- Provided tape management support for Quantum i2000.

- Supported HP ProLiant servers and infrastructure cabling.

Squirrel Systems San Francisco, CA

Field Service Engineer (Dec 2004 - Dec 2009)

- Managed and supported Windows NT desktop support.

- Installed and configured connectivity and LAN issues.

- Installed and configured MS Office 2003.

- Setup and configured RAID 1, 2, and 6.

- Troubleshot and repaired PCs, laptops, printers, and peripherals.

- Built desktop computers based on customer specifications.

- Installed and configured Squirrel POS software.

- Migrated NT to XP and fixed IBM servers and workstations.

Traveled to different hotel and restaurant locations to troubleshoot IBM servers, printers, and touch screens.

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