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Technical Support and IT Solutions Specialist

Location:
Brooklyn, NY, 11230
Posted:
September 14, 2008

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Resume:

Khawar Ali

*** ***** **** ,********, *** York **230

*************@*******.*** 1-347-***-****

Technical Support and IT Solutions Specialist

Information Technology and its associated technology solutions-focused professional with 8+ years experience providing rapid and client- focused technical support to 500+ users and cooperative level IT companies. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding of the different projects. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by multiple service awards.

Area of Expertise

• Troubleshooting & Issue Resolution • Computer Network / Systems

• End-user Training & Support • System Implementation

• Scheduled & Ad Hoc Maintenance • Rapid Ticket Response Times

• Client Relationship Management • Detailed Documentation of projects

• Cost Benefit analysis • Data Back up and Recovery

• Technical specification deployment • Contingency planning

• Policy planning and implementation • Root Cause Analysis

Technical Proficiencies

Certifications: Oce Certified IT Professional Engineer, HP Certified Engineer

CapellaTech and Jetmobile Certified Engineer, CCNA, MCSA, A+ Hardware, and IT Security professional

Networking: LAN/WAN administration and User Support VPN, TCP/IP, SQL Server, 100BaseT Ethernet.

Platforms: Windows9x/NT/2000/XP/Vista, windows SeverNT/2000 and 2003. Linux SuSe

Hardware: Dell / Gateway / Compaq/HP/ Oce /Siemens/ Toshiba desktops and notebooks, iMac, iBook, Printers, IBM, HP and Siemens Server/ Plotter/Multifunction Printer/ Production Printer, BoweSystec Inserting machines, Oce and HP Scanners.

Applications & Tools : Microsoft Office, Microsoft Outlook, Outlook Express.Nod32 Antivirus, VOIP software’s, Norton/McAfee Anti-virus Backup, Trend Micro Office Suite ( Word, Excel, PowerPoint, and Outlook) Access, MS Project Scan, Norton / Symantec Ghost, Norton Internet Security, Partition Magic, Get data back recovery software’s, Hard disk partitions software. Recovery and backup of Email

Educational Background

Master in computer Science, 2005

KIET, Karachi, Pakistan

Bachelor in Computer Science, 2002

Newport University, Karachi, Pakistan

Won scholarship in BCS degree program, for getting 1st position in the class

Professional Experience

Mushko Printing and IT Solutions, Karachi, Pakistan March 2006 –August 2008

Manager Solutions:

Analysis and implementation of enterprise-wide information technology projects, oversee companywide efforts to identify and evaluate all critical requirements for projects. Design and implement the processes and procedures and perform cost and technical benefit analysis on all recommended strategies; accountable for project budget of $25 million. Collaborate with external auditors to conduct in-depth compliance audits and penetration testing, presenting results to senior management. Develop curricula and facilitate awareness training. Supervise daily activities of involved project members and provide highly level technical support after and before installation of hardware and software on customer site and in house as well.

Key Achievements:

• Implementation of Oce and BoweSystec Print shop ( Largest Print shop ever in Pakistan)

• Installation and support of HP, Oce, BoweSystec software and server system

• Design and implementation of computer network on different customer sites

• Hand selected employees from Information Technology department to build support and solutions Team charged with analyzing all critical systems, developing reports to document system vulnerabilities, and recommending appropriate solutions.

• Created company policies and procedures governing corporate security, email and Internet usage, access control, and incident response.

• Authored numerous ISO 9000 procedures and policies in support of engineering operations, participating in regular audits to ensure regulatory compliance.

• Managed creation of high-profile solution, supervising development teams working in multiple locations.

SG Fibre (Pvt.) Limited, Karachi, Pakistan August 2004 to Feb 2006

Asst. Network Engineer:

Coordinates with IT manager to Formulates, develops, and implements integrated network architectures for medium computer systems. Develops standards for computer and network systems, to include standards for wiring, equipment, system security, and routing protocol. Installs, configures, and maintains computer and network operating system and application software, as appropriate; provides on-call support for computer/network systems as required. Provide technical support for 500+ users and ensure proper maintenance of workstations, printers, and peripherals. Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware. Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.

Key Achievements:

• implementation, installation, configuration, and Technical support of computer and network architecture

• Network services for both local and wide area networks, and the worldwide INTERNET; serves as high-level technical expert in regards to computer/network systems and associated issues.

• Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.

• Substantially increased security and performance of network systems by initiating installation of new anti-virus software and critical operating system updates.

• Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration.

Siemens Mobile Network, Dubai, UAE Feb 2004 to July 2004

Technical Order Manager:

Check out the all stock in the warehouse. Work on some tool for sale and purchase purpose SAP, COSMOS, AOP, and EXCEL.WORD. Take the order from the Client via Email and telephonic correspondence. Maintain the all record of the sale and purchase .Work on the UFONE and Mobilink Pakistan project. Check out the all updates of the SIEMENS product with its competitor’s

Key Achievements:

• Provide the complete support and equipment for Pakistan Mobilink, Ufone and other telecommunication companies

Ideal Solutions Providers, Karachi, Pakistan March 2001 to Jan 2004

System Support Engineer:

Provides technical support to Pc users, operating system, corporate network and their peripherals, Evaluates potential software packages, Gives input into evaluation of network performance. Manages help desk calls and responds to calls for assistance. Participates in troubleshooting hardware problems, network problems, and system software problems. Participates in the installation of new software and upgrades. Implements computing environments for system users. Performs special projects as assigned by IT management

Key Achievements:

• Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.

• Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.

• Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration

Projects

• Computer Network and infrastructure for SGFiber (Pvt.) Ltd. 2004

• Click Shopping .com Final year Project in MCS (PAF KIET) 2005

• Print Management System for PAK SUZUKI Motor Company Limited 2006

• Print Management System for PAKTEL GSM 2005

• Print Management System for Habib Bank Limited 2006

• Print Management System for TCS express and Logistics 2007

• Print Management of Election for Election Commission of Pakistan 2007

• Print Management System Infrastructure for GlaxoSmithKline Pakistan Limited 2007

• Print Management System Infrastructure for Deutsche Bank AG, Karachi 2007

Professional Excellence Summary

• Self-motivated, devoted and decisive management personnel.

• Have excellent analytical as well as mechanical features.

• Have ability in taking up new theories as well as responsibilities.

• Have in depth knowledge in the respective subject

References:

Available upon request



Contact this candidate