IT Incident & Service Management Specialist
Resume:
Farhan Razzak
Chicago, IL *****
***************@*****.***
Skills:
Incident Management using SNOW (Service Now), Vendor relationships including Microsoft, Mange SLAs, Communication skills with SR Management, Office 365 Admin, Bloomberg Vendor communication, TECHNICAL SKILL = Service Now (SNOW), SCCM, BigFix, Unix/Application support/Citrix Director VMs, VM Ware, ITSM, Service Now, Track Work and dependencies. Infrastructure technology, Mac MDM Admin, AMF, DUO Admin, O365 Admin, Confluence, ADOBE, AWS, Atlassian Cloud, GitLab Dashboard, Expensify, JIRA, Lucid Admin, Trillo Cards, MS Tools, Visio, Zoom Admin, AirWatch, Citrix Director, Bomgar, MS Azure Admin, Outlook, JAMF MDM, MDM, My Case, Clio, Smart Advocate, Google Workspace, Proof point, Direct Rufus images, Lotus Notes 6.5, MS Office, MS Outlook, Visio, SMS, MS Outlook, Systems Canter Configuration Manager,MS Project, Blackberry, Service Manager, Configuration Manager Desktop Manager, Remedy, Siebel support, Ghost, MS Visio, MS Project, MS Excel and MS Word, SAP, Citrix, Visio, Project, clear case, clear quest, McAfee, MTR, MTU, Net Census, HTTP, SMTP, FTP, Hummingbird, Spss 13.0,Visual Basic 6, Internet Information Server (IIS) web server & Apache Tomcat, Visual Studio 2005 MS SQL Server (Enterprise Manager) SAP, VMWare, SQL Dimensions 4.5,Quanvert, Network Security SSL/TLS, VPN, Firewall, Mr studio 4.5,Putty, Great Plaines, JEMF, TCPDUMP, Wireshark, Authentication, Verve, PitchPro, DocPro, Adobe Photoshop7, Dreamweaver, Apache, Troubleshooting, Macromedia Flash & Familiar with Programming languages including PowerShell, Unix Shell & Pearl Scripting, C++, HTML.
Trading Applications:
Bloomberg, TT XTrader, Redi (Goldman's Trading Platform), Sterling Trader Pro, Insta Quote (Bank Of America/Merrill Lynch) Think or Swim (TD),Spreader, Reuters Price Feed, Vol-Curve Manager, Curve-Solver, Risk Hedge, Active, Trade Entry, P&L, Market Bid,/Ask and Theoretical Trading Platform CAB, Actor (Quoting Engine),Handheld, AT the Money(ATM) Mgr, Early Exercise, Real-tick.
OPERATING SYSTEMS:
Windows 10, Windows 8.1, XP Professional, Server 2003 /2000/98/95/Windows Vista. Windows 7, Unix Sun Solaris 7 & 10. Win Server 2012, Mac OS 10, Linux 6
PROFESSIONAL EXPERIENCE
Professional Experience
BMO, Bank of Montreal BMO Tower Chicago, IL
IT Support Systems Engineer/Applications/Desktops Technology/Citrix VDIs/Intune/AD/Investment Banking/Trading Applications/SCCM/Problem Management Mar 2024 to March 2026
As part of the BMO IT and Trading Support, I provided complete support to more than 3000+ End users, Traders, VPs, directors, and other Executives on the phone and face-to-face, running various internal Trading applications, all running on Win 11, Windows 10, Mac OS, and Servers
Build image and deploy Laptop, Desktop and VDIs, Monitors, Printers
Interact with all End users, Traders and stakeholders and make Tech recommendations.
Build and image Trading Laptops and Desktops and set up Trading Desks, Monitors.
Familiar with Trading Applications including TradeWeb, FactSet, Bloomberg, Calypso Trading Platform, Risk Val, Trumid, FXConnect, FX Pricer, Lion BMO Ordre MGNT system, IntexDealMaker App, BrokerTech, Barracuda, ISE, IPC,
Pushed Apps via SCCM
Monitor VDI, Trading machines using LakeSide (SysTrack)
Setup One Drive, Office 365 Administration and Adobe.
Mange VDIs using Ctrix
Manage VDI vis Citrix Director
Manage iPhones using in tunes
Manage Windows using MS Endpoint and register machines with Intune
Provided complete support with Bloomberg and Market Data Applications
Provided support on Risk, Volatility, Market data, Price Feed Applications
Built and deployed MAC and Windows Laptops
Complete understanding of MS Office, O365, Teams, Outlook, Word, Excel, PowerPoint, and Adobe
Supported MS O365 and outlook
Manage Windows using MS Endpoint and register machines with Intune
Familiar with Market data and Trading strategies and technologies
Interacted with the Server, Networking Team and Developers to resolve issues accordingly.
Performed Incident and request management
Create reports using Excel, PowerBi and Service Now
Complete understanding of ITSM, Service Now, compliance and JIRA tickets
MW Components Bensenville, IL June 2023 to Jan 2024
Sr. Desktop Support Engineer
•Provided complete IT support
•Remotely Supported O365 and outlook, Off boarding and Onboarding New users in AD
•Build and Image Laptop and Desktops, Macs
•Complete understanding of SCCM Patch Management
•Establish SCCM Patch management process and policy
•Office 365 Admin
•Deploy Client side Updates via SCCM Server
•Resolve Citrix issues and log off users from Citrix Sessions
•Complete understanding of MS Office, O365, Word, Excel, PowerPoint, and Adobe.
•Familiar with Intune, Routers, switches Endpoints
•Mimecast email security Admin, Azure administration
•Familiar with AD sites and services, domain, group policy
•Created user AD Accounts
•MAC JAMF Admin
•Resolved Cisco VPN issues
•File Security
•Service Now
•Active Directory and Domain administration
PHYS-IQ Feb 2022 to Feb 2023 (Company went out of Business, filed Bankruptcy)
Systems Engineer/IT Chicago, IL
• Perform inventory and manage tickets in Service Now
• Complete understanding of DHCP, DNS, TCP/IP, Office 365
• Configure past image apps, and deployed Dell Laptops, Windows, Mac,s Monitors, Docks
• Manage MACs using JAMF and Active Directory and Domain administration
Morgan Stanley (E-Trade) Chicago, IL
Trading & IT Support/Systems Engineer/Applications/Technology/Investment Banking/Trading Applications Aug 2021 to Jan 2022
As part of the Morgan Stanley IT and Trading Support, I provided complete support, to more than 3000+ Traders, End-users, VPs, directors, and other Executives on the phone and face to face, running various internal Trading applications, all running on Win 11, Win 10, Win 7 and Mac OS, Servers
Interact with all stakeholders and make Tech recommendations
Provided complete support with Bloomberg and Market Data Applications
Provided support on Risk, Volatility, Market data, Price Feed Applications
Imaged and Deployed Laptops, Desktops, PowerShell, Cloud, Networks, servers
Familiar with market data applications, including Bloomberg and Reuters/Siac Price Feeds
Communicated effectively over the phone and performed execution of applications and processes to ensure smooth and uninterrupted Network connectivity with all four Chicago-area exchanges and
Complete understanding of MS Office, O365, Word, Excel, PowerPoint, and Adobe.
Supported O365 and outlook
Complete understanding of DHCP, DNS, TCP/IP, NTFS
Manage Macs sing JAMF
Run JAMF policy
Manage Windows using MS Endpoint and register machines with Intune
Familiar with Market data trading strategies and technologies
Interacted with the Server, Networking Team and Developers to resolve issues accordingly.
Performed Incident and request management
Create reports using Excel, PowerBi and Service Now
Complete understanding of ITSM, compliance and JIRA tickets
Interact with various Teams, clients and stake holders
US Foods- (Wipro) Chicago, IL May 2019 - to June 2021
Desktops/IT Support/Systems Engineer
•As part of the US Foods Tech Support, I provided complete support, to more than 3000+ End-users, VPs and other Executives on the phone and face to face, running various internal applications, all running on Win 10, Win 7 and Mac OS
•Complete understanding of DHCP, DNS, TCP/IP
•Incident and request management
•Motivate tech and mentor them
•Run PowerShell scripts
•Build and Image Mac and Windows machines
•Interact with various Vendors
•Managed Macs using Airwatch MDM
•Ran Airwatch policies
•Implementing Failover Clustering with Hyper-V
•Resolved issues with IE, Browsers and check for Errors in Log files.
•Keep Team members motivated by implementing Technology and solutions
•Evaluate Techs on Performance and Keep them motivated.
•Fixed Xerox and HP Printers gave user access to network share Drives, created and deleted
•Setup Cisco VPN for Remote users and Resolved VPN issues.
Northern Trust Chicago, IL Sep 2018- Jan – 2019
Sr. Technical support /Workflow Manager /Banking
•Ran Power shell Scripts to run jobs
•Workflow and Ticket using Service Now
•Used Excel to create charts, diagrams
•Query data in SQL database
•Administer and imaged machines and VDIs using SCCM
•Imaged machines using SCCM
•Installed applications using SCCM
•RDP into machines using SCCM
•Performed Office 365 Migration and administered Office 365 as Admin
•Migrated user to windows and Office 365
•Calculate Workflow in Service Now
•Perform Ticketing Matrix
•Created Workflow charts and Diagrams in Excel, Visio
•Complete understanding of DHCP, DNS, TCP/IP
•Interact with vendors and Exchanges to resolve Technical issues
Chicago Tribune (USG/TCS) June 2016 – Nov 2017
Desktops/ IT Support Engineer / Application support
•Installed and Configured applications including MS Office 2010, Editing applications and Answered calls, reply to Emails and.
•Reimaged machines, deploy printer servers, Developer builds, Deployed Monitors, Video cards, and Laptop and Provided complete IT support to Chicago tribune and End users nation wide
•Resolved issues with Active Directory and Editing Applications
•Administration (Processing Server, Web Server)
•Used SCCM for remote access and to push and deploy applications
•Administered Active directory
•Resolved issues with IE, Browsers and check for Errors in Log files
•Built and Deployed Images and VM Machines and update software patches
•Remotely supported users and resolve issues with Win 8, Windows 7, XP, MS Office 2010, Visio, Project, Word, Excel & PowerPoint, outlook, Printers, Blackberry, I-phones, I-pads, and Active Directory
•Setup Cisco VPN for Remote users and Resolved VPN issues
Barclays, (with Tek Systems) Chicago, IL Oct 2015 – June 2016
Trading Systems Engineer/Sr. Application Support Engineer/SCCM
•Provided complete phone, and face- to-face technical support to Barclays Chicago Investment Bankers, and Traders with Active Directory, WIN 7,MS Office 2010, Office 2007, Android phones, Blackberry, IPADS and Market data and Trading application including Fact-Set, Thomson-One, Reuters price feeds & Bloomberg
•Remote PCs using SCCM config manager
•Built machines using SCCM
•Familiar with Market data and Trading strategies and technologies
•Interacted with the Server, Networking Team and Developers to resolve issues accordingly.
•Login remotely and assist users in NY, San-Fran, Boston, Zurich, London and Frankfurt Offices
•Familiar with SQL Server programing
•IP phone systems, web Security, Email security.
•Migrated user from Exchange 2003 to 2010 and from Win XP to Win 7 machines
•Built, Imaged and deployed Servers, desktop and Laptops
•Created user account in BES Server (Blackberry Enterprise Server)
•Built and Deployed Windows Server and Machines
•Contact Exchanges to resolve Fix and Market data issues
•Deployed and built VM server and Desktops using VM-Ware V-sphere
•Monitored Networks and Servers
•Resolved VPN and Remote Desktop issues and add users to the appropriate Active Directory Groups
•Familiar with SQL, Bach files and Unix Scripts, PowerShell Scripts
•Familiar with SSL, Certification, Encryption process
•Unlock user accounts in AD and Build Trading laptops, Desktops and Servers
•Monitored Trading Application on Production Servers
•Familiar with SQL, Bach files and Unix Scripts, PowerShell Scripts
•Deployed Software using System center Configuration Manager
•Created New user Active Directory, Exchange and Postini Accounts and create new user Home Drives
•Created accounts on the Blackberry Enterprise Server and GOOD application servers
•Resolved issues with Outlook and Email and Exchange, IPADS, IPhones
•Created User accounts and assign RSA tokens
•Documented issues in Remedy ticketing system
William Blair (Prairie Consulting Services) March 2012- March - 2014
Desktops/Trading /Bloomberg/ IT & Production Support Engineer
•As part of the William Blair Investment Banking Tech Support I provided complete onsite IT support to more than 500 Bankers, End-users, Traders, VPs and other Executives on the phone and on Citadel Trading floor running various Trading and Market data applications including Thomson One, Bloomberg, Fact set, Net-X and Xtrader running on Win 7, Win 10 and XP.
•Built, Imaged and Deployed Windows Machines using symentic ghost
•Used AD to create and Delete new user account and to Grand access and Permissions
•Used AD to unlock user accounts
•Performed Office 365 Migration and administered Office 365
•Complete understanding of DHCP, DNS,TCP/IP
•Run batch files and provided traders access to various Network share drives
•Strong technology Troubleshooting, problem solving and communication skills
•Familiar with SharePoint, OneDrive, Exchange, Skype, Good mobile Application and Airwatch
•Support Options and Futures Traders on the Trading Floor with Risk, Market data, Volatility, Pricing, and Vol-Mgr Applications
•Interact with vendors and Exchanges to resolve Trading issues
•Familiar with Trading Technologies and strategies
•Resolve issues with MS Office 2007 and with Outlook, Project, Word, Excel & PowerPoint, Adobe, Visio, Java and installed and pushed applications remotely via SCCM
•Solve Bankers Application issues with banking platforms including Credit SWS, Market Access, CDS Book-builder
•Bounce price feed servers to fix pricing and resolve latency issues
•Help Traders, Bankers and End-users with Blackberry and GOOD emails and managed BES and GOOD Server by creating and deleting user accounts and granting permissions.
•Downloaded and installed correct Blackberry desktop software and Bloomberg on Blackberry for Traders
•Unlocked uses account in Active Directory and edited windows registry to install required applications from the application server onto the user s machines
•Helped user changed their Email security setting and Passwords
•Re-imaged and built new machines and loaded trading applications from the application servers according to department needs.
•Resolve Address book and calendar Synchronization issues with users blackberry Handhelds
•Resolve all profile issues with user roaming profile & Setup IP printing
Lehman Brothers April 2001 – April 2007
Trading /Bloomberg/IT Support Specialist
Education and Certifications:
Wilbur Wright College (Graduated 2007, Information Systems)
Northeastern IL University
A+ Certified Computer Technician
Certified Network Technician
40 + HP/Compaq Server and Printer Certifications including
HP/Compaq NET SERVER LC 11/111 SERVER CERTIFIED
HP/Compaq NET SERVER E60
HP/Compaq NET SERVER LX
HP/Compaq NERSERVER LE CERTIFIED
HP/Compaq NET SERVER LH/2/PRO/PLUS & LD
Compaq NET SERVER E40/E45/E50 SERIES
HP NET SERVER
HP LASER JET 8000 & 8100 MFP PRINTER CERTIFIED
HP LASERJET HARDWARE TRAINING E30 SERIES CERTIFIED
HP/Compaq OFFICE JET PRO CERTIFIED
HP OFFICE JET 300/330/350CERT
HP LASERJET 11P, 11P+, AND 111P PRINTERS
HP LASERJET 111SI, 4SI, AND 4SIMX PRINTER CERT
HP LASERJET 5SI, 5SI MOPIER/8000/8100
HP/Compaq OFFICE JET/OFFICE JET LX PRINTER CERTIFIED
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