Experienced IT Support Specialist (Onsite)

Mohammed Hameed

Summary:

Candidate is local to the work location and comfortable working onsite.

Holds A+ Certification and a Certificate in Microsoft Certified Desktop Support Training, with experience working with clients such as HCL, T-Mobile and Altice Mobile.

Troubleshoot, imaged windows hardware and software and update/ migration of laptop and desktop.

Experienced with Windows 2000/2003 Active Directory and installation and deployment of enterprise-wide and worked with Apple products.

Performed PC’s (HP, Dell) /MAC Install, Move, Add and Change (IMAC) Activity.

Installed software, hardware, upgrades/data backup migration of laptop desktop and peripheral components.

Provided exclusive Desktop VIP support to enterprise-level executives and officers and staff.

Excellent customer service and communication skills; consistently surpassed the defined resolution issues per hour ratio.

Worked as ISP support implements maintenance, troubleshoots, and repaired computer and network systems.

Troubleshoot and resolved LAN/WAN connectivity issue.

Provide direct service for IT networks as well as customer service to users inside and outside the company.

Education:

Bachelor in Electronics (1983), Osmania University, Hyderabad, India

Collin County College, Frisco, TX

Technical Courses Cisco: Basics and Network Basics (2011)

Collin County Community College, Frisco, TX

CCNA 1 & CCNA 2 Networking Basics & IP routing

Certifications:

Certificate in Advanced Computer Education Centre, Southern Methodist University, TX

Certificate in Microsoft Certified Desktop Support Training, Collin County Community College, Frisco, TX

A+ Certified

CCNA, MCSE Certified

Area of Expertise:

Experienced help desk.

Network Troubleshooting.

SCCM.

LANDesk.

Remote.

Windows 7 and Windows 10.

Active Directory.

Microsoft Windows XP, Windows Server 2003/2008, SQL Server, web server.

Good understanding of Key voice quality metrics(Delay, Jitter, packet loss)

Excellent ability to report technical and project status to peers and the executive team

Microsoft Outlook mailbox set-up and maintenance and mail server maintenance.

Microsoft Office 2013/2016, Word, Excel, VISIO and PowerPoint.

Hardware: Cisco 2600 Series, 3600 Series.

Troubleshooting problems related to Routers and Switches.

Supporting Operating Systems: Windows 7, Windows 10, MAC.

Installing, Configuring and Administering, Managing and Maintaining Windows Server 2003, Network Servers Windows 2003, and Virtual Network Operator (VNO), providing the design, implementation, and secure management of global corporate networks.

Coursework: Networking, TCP/IP.

Professional Experience:

Bank of America

November 2024 to November 2025

Desktop and Network support

Install software and troubleshoot.

Wipro

August 2023 till October 2024

System Support Engineer

Phone & Chat support, reset password

Knowledge of computer software, operating systems, hardware and networking

Experience with software as a service (SaaS) and other software hosting protocols

Excellent verbal and written communication skills

Good problem-solving and critical-thinking skills

Able to work in a team as well as independently

Experienced in providing professional and courteous customer service

Beginner-level skills include the ability to format basic formulas, conduct formatting within Excel, and create charts and graphs.

Active Directory, creating different firewall rules based on User-ID – all managed from one point of view

HCL America Verizon Project

January 2023 till July 2023

Desktop Support/Network Support

Worked as ISP support implements maintenance, troubleshoots, and repaired computer and network systems.

The most common work activities relating to this role are listed on the Internet Technician Resume as – installing and setting up internet connections, establishing various types of networks and connecting them, and undertaking the entire range of wire-based services including installation, removing, fixing, marking, splicing and detecting errors; undertaking cabling tasks such as laying, identifying, faults, and maintenance; taking responsibility for overseeing the performance of equipment and figuring out any issues; teaching on how to operate the equipment correctly; and handling operational and technical issues.

Texas Children Hospital

Houston Texas

September 2021 till 2022

Desktop Support/ Executive Support

Provide direct service for IT networks as well as customer service to users inside and outside the company

Maintain a work log of job tickets and maintenance tasks

Forward daily inspections to prevent or solve system malfunctions

Stay updated on new developments in, and analyze reviews of, computing technologies

Supervise the logging of network conditions and requirements

Knowledge of computer software, operating systems, hardware and networking

Experience with software as a service (SaaS) and other software hosting protocols

Excellent verbal and written communication skills

Good problem-solving and critical-thinking skills

Able to work in a team as well as independently

Experienced in providing professional and courteous customer service

Beginner level skills include the ability to format basic formulas, conduct formatting within Excel, and create charts and graphs.

Active Directory, creating different firewall rules based on User-ID – all managed from one point of view

JP Morgan Chase

Plano Texas

August 2020 till August 2021

Install and Implement Thin Client, Network setup

Troubleshoot, imaged windows hardware and software and update/ migration of laptop and desktop.

Check and verified wired and wireless connection and internet port and connectivity.

Push Software remotely

Altice Mobile

Plano, Texas

October 2019 to August 2020

Network support and Admin

Install and upgrade windows7 Back data. Install Hardware/Software.

NOC support Backup Data and Install patches.

(POS) point-of-sale: Sale services Internet, Phone services and TV

Troubleshoot, imaged Windows hardware and software, and updated/ migration of laptop and desktop.

Provided exclusive Desktop VIP support to enterprise-level executives and officers and staff.

Check and verified wired and wireless connection and internet port and connectivity.

Push Software remotely

Create an account in Active Directory and Grant access to Network folders and Groups

Network troubleshoot

T-Mobile

Frisco, TX

January 2019 to October 2019

NOC Retail Deployment

Support & Guide the ground Technician for an upgrade, replacement CISCO Router 2921 to 4331, Switch 3560 to 3850, and Wi-Fi from T1 to Broad Band.

Backup and restore data after the upgrade.

Monitoring Network using the tool Nagios. HP Monitoring. Network troubleshooting, Firewall monitoring and User SCCM to upgrade the software

Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request.

4G connection via an antenna that transmits over radio frequencies, enabling mobile devices to connect to mobile networks.

HCL America

Frisco, TX

March 2015 to December 2018

Desktop Support/ Desktop Support Admin

Working as Network Operation Admin II.

Perform tasks using various standard network management tools, Snow ticketing systems, and monitoring consoles, installing operating system images.

UNIX production and implementation schedule, saving, moving file and print jobs and backup.

Troubleshooting and Break/Fix, Receives and responds to user requests, providing users with technical support and resolving routine problems.

Using SCCM tool to manage computers connected to a business network.

Allow computers running the Windows, servers using Linux or Unix.

Performs maintenance and management of assigned security technologies and functions that include firewalls, authentication devices, encryption, event log monitoring, reporting, incident response, security analysis.

Support for FedEx Network and troubleshoot.

Network connectivity, Router & Switches.

Configured, Implemented, and supported Cisco routers 9600 & Cisco Catalyst 2960 series switches.

Troubleshoot and resolved LAN/WAN connectivity issue.

Receives and escalates, as needed, all levels of technical questions from users.

Documents all user requests and enters status data from user calls into the Help Desk application; assists with regular reports.

Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request.

Installs software, hardware, upgrades/data backup migration of laptop desktop and peripheral components.

Performs maintenance and management of assigned security technologies and functions that include firewalls, authentication devices, encryption, event log monitoring, reporting, incident response, security analysis.

Maintains desktop hardware and peripherals inventory within the asset management system.

Installs, maintains, coordinates telecommunications and server hardware installation and configuration under close supervision.

Perform PC’s (HP, Dell) /MAC Install, Move, Add and Change (IMAC) Activity.

Maintains physical security and logical security accounts for assigned systems.

Monitors and resolves entry-level issues relating to systems, network, and security and actively monitored incoming problem ticket to ensure on time resolution and SLA.

Performs entry-level remedial actions to correct problems.

Fannie Mae

Dallas, TX

October 2014 to February 2015

Helpdesk Support/ Desktop Support

Troubleshoot and break-fix Hardware/Software, Windows 8, Windows XP & HP Printers.

Images Windows 8.1 and System migration.

Add printers on Network and repair.

Created and closed trouble tickets through SLA.

Perform Install, move, add and changes (IMAC) as required.

Security software and updates.

Experienced with Windows 2000/2003 Active Directory and installation and deployment of enterprise-wide.

Group Policies using Active Directory create account, password reset, Lotus Notes and data migration.

Mainframes; User DOS Commands: Help Switches.

SMS Infocomm Corporation

Grapevine, TX

February 2013 to October 2014

Production Engineer

Troubleshoot and break-fix Hardware/Software, Windows 8, Windows rt, Android systems.

Migration Windows 7 and MAC upgrade.

Service NOW Ticketing System, meeting timely SLA's with a user base of over 1000 people

Troubleshoot, imaged windows hardware and software and update/ migration of laptop and desktop.

Check and verified wired and wireless connection and internet port and connectivity.

Check all the alarms over system function.

DMSP, Target base

Irving, TX

November 2011 to December 2012

Desktop Support

Install and upgrade windows7 Back data. Install Hardware/Software.

NOC support Backup Data, network monitoring, Change tapes, Server maintenance and Install patches.

Website maintenance, server maintenance, server security services and disaster recovery plans.

Responsibilities: Configuring, troubleshooting, maintenance and replication of dc (domain controller) using windows 2003 & 2008 server. / Configuring, troubleshooting/break-fix, maintenance of file and print servers.

Active Directory install & maintenance.

Performed PCs/Mac installations, Moves, Ads, Changes (IMAC) and reconnect.

Define and document process for account and security group creation and deletion.

Backup Active Directory. Create, manage and administer.

Good knowledge of MS Office products.

Trouble shoot tickets with in Service Now, and actively monitored incoming problem ticket to ensure on time resolution and SLA.

Exceptional knowledge of basic networking protocols.

Excellent knowledge of registries, permissions and drivers.

Re-image standardized software.

Skilled in working with Apple products.

Good communication skills.

Schedules and performs software patch updates and/or upgrades for workstations and other assigned systems.

Provides preventive maintenance on all workstations and other assigned hardware.

Schedules vendor maintenance as needed.

AT&T

Richardson, TX

September 2009 to July 2011

Customer Support Analyst

Troubleshoot Line Analysis, Routers and all the equipment’s related to TV, Internet and Phone.

Upgrade services.

Use SCNAR, FTA Tools, Chalkboard and BBT Tools.

Contribute as a U-Verse network technical support analyst in a special team (Proactive Frequent dispatch Resolution and package upgrades) and perform the following functions by using CRM (Customer Interaction Manager Release 14.0).

Answer ACD calls, assess customer and premise technician technical support needs, and troubleshoot/break-fix problems for network VRAD, NID, DSLAM, IPDSLAM, RG (residential gateway), client’s PC, MAC, Outlook email.

Provide analysis and troubleshoot via telephone for customers and premise technician (FTTN/FTTP) High Speed Internet and IP TV services.

Install, move, add and changes as required.

Routing, Switching, WLAN, WAN, QoS, and Spanning Tree Protocol.

Create/Handle open tickets/document and closed in Remedy Ticketing System through SLA.

TXU Energy

October 2007 to August 2009

System Support Analyst

Set-up Network Lab, HP Computers, HP printers, outlook 2003, and server’s backup.

Assisted users by setting up and maintaining workstations, application software and printers as assigned.

Involved in installation, maintenance and security of wireless network throughout the network.

Broad understanding of internet technologies such as TCP/IP, VPN.

Provided assistance in hardware troubleshoot/break fix services for HP laptops, HP and Dell desktops, HP printers and scanners.

Create/Handle open tickets/document and closed in Remedy Ticketing System by SLA.

Parkland Health & Hospital System

April 2006 to September 2007

System Analyst

Install and upgrade windows7 Back data.

Install Hardware/Software.

Migrated PCs from Windows NT to XP, upgraded hardware to include memory as well as full PC’s Back Up User Data Configure settings restore data and configuration Set-up printing and load non-standard application software.

Password reset and printer set-up using Active Directory, Email, DNS.

System set-up and re image machines.

Troubleshoot and break-fix Hardware/Software, upgrade/ migration, Windows 8, Windows NT, Dell laptops ad desktops, Android systems.

Installed Windows Operating Systems (XP & Vista).

Managed and maintained Microsoft Server 2003, troubleshoot/break-fix LAN/WAN, Blackberry, wireless devices, VPN, laptop, Exchange and Outlook.

Create/Handle open tickets/document and closed in Remedy Ticketing System by SLA.

IBM at AT&T, Richardson, TX

December 2005 to March 2006

System Support Analyst

Install and upgrade windows7 Back data. Install, troubleshoot/break-fix Hardware/Software.

Perform System maintenance, do health checks, upgrades and Roll over.

Manage employee accounts, do backups and system upgrades, Support Applications, system test, VPN, broadband, Networking, Windows XP, Windows 2000, MAC, Lotus Notes, Anti-Virus, Citrix, Printer, LAN, CISCO Switches, Supervision, IBM Software, Support Hardware Desktop and Laptop.

Troubleshoot and break and fix Hardware/Software, Windows 8, Windows NT, Dell, Android systems.

TSM-SYSTEMS/Technical Support.

IBM Business Consulting Services.

Create/Handle open tickets/document and closed in Remedy Ticketing SLA System.

Verizon Wireless, Irving, TX

November 2004 to August 2005

Network/Technical Support Analyst

Provided on-site lab support at Verizon Gateway Labs.

Monitored and provide assessment to over 1800 Compaq, Dell, IBM, and Sun (Intel and Unix Servers) using Compaq Insight Manager, BMC Patrol and Big Brother.

Maintained network connectivity to all Gateway Labs servers, including ensuring servers are properly connected to appropriate networks and moving servers between sub-nets.

Troubleshoot/break-fix network issues for Verizon e Biz Network at Gateway and Sacramento Labs.

Remotely support servers at Verizon Sacramento Labs.

Assisted with upgrade of Compaq, Dell and IBM Servers with Windows 2000 Advanced Server and Windows Server 2003.

Analyse/evaluate Dell hardware fault and provide problem resolution in a customer-oriented timely manner.

Create/Handle open tickets/document and closed in Remedy Ticketing System by SLA.

EDS (Electronic Data System)

Plano, TX

May 2001 to November 2004

Network Operator

Monitor and troubleshoot/break-fix all Network Servers, Hubs, Routers and Switches for Continental Airlines; ESI patrol, reboot/backup all Servers; Monitor and troubleshoot all NASD, 7 Eleven, EMC and GM Global Web Hosting networks.

Performed computer operator duties in Production Control; Resource/Systems Management; and real time Network Operations Support.

Troubleshoot customer accounts and configure systems [Desktops and Laptops].

Installed NW Admin, Novell, NT Server, and Windows 2000 Server, etc.

Install and troubleshoot network printers.

Provided software support for Microsoft Outlook and Lotus Notes, etc.

Diagnosed and Resolve RAS and VPN issues.

Troubleshoot/break-fix Hub, Router and Switches and find the root cause and fix it.

Performed and monitored processing of daily Operations routines including identification of problems as they occur as well as perform recovery/restart Server Windows 2000 based systems.

Performed and monitored backup services.

Monitored production servers and pro-actively identify issues as they occur.

Insure daily schedule and processing deadlines are met.

Create/Handle open tickets/document and closed in Remedy Ticketing System.

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