Technical/Network Support

NOORALI LALANI

Wilket Creek road, **, North York, Ontario M3C 3Z9, Tel 416-***-****, **************@*******.***

Technical Support Analyst

OBJECTIVE

A Technical Support Analyst position that would assist a company achieve growth and profits through use of previous experience and qualification

SUMMARY OF STRENGTHS

COMPTIA A+ certified with 3 years experience in Technical and Help Desk Support. Demonstrated record of success in troubleshooting computers, increasing efficiency, and optimizing the access and utilizatization of shared information. Experienced IT professional with expertise in Windows and Linux based environments. Excellent problem solver with strong communication, and interpersonal skills. Outstanding customer service skills resolving technical issues and educating end-users.

ACHIEVEMENTS

Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions

TECHNICAL INVENTORY

Operating Systems Microsoft Windows(All versions including 2003 server), Unix/Linux, MAC, Cisco IOS(Router, Switches)

Technical • Desktop Support

• Help Desk operations

• LAN/WAN

• System maintainance and Integration, Active Directory

• Install, maintain, upgrade, troubleshoot software and hardware

• Network plus TCP/IP, Ethernet, Token Ring, Frame Relay, VPN, Outlook Exchange Server

• Wireless Networking

• VoIP, Telecommunication Integration, SIP, H323, CME, Asterisk

Applications and others • Internet Technology, E-Mail, MS Office 2003 (Word, Excel, Power Point and Outlook, MS- Exchange ), Lotus

• HTML, C

EXPERIENCE

Technical Support Specialist August, 09 – Present

Rogers Communication Inc

• Providing technical solutions and service to the internal staff and outside customers

• Managing, monitoring and troubleshooting issues related to blackberry phones and server

• Performing installation, configuration, and troubleshooting for 350 clients using BES server

• Demonstrated high quality and result-driven customer service

Telecommunication Support April, 09 – August, 09

Epik Networks, Toronto, ON

• Provided support for telephone, voicemail systems and Maintained technical knowledge of overall voice communication hardware and software

• Managed, configured cisco IP phones using M6 Broadsoft software and supported residential VoIP home phone services

• Monitored and troubles hooted network related issues using Solar winds network monitoring tool

Network Support Sep, 08 – April, 09

Projectology Consultancy Inc, Toronto, ON

• Established and administered periodical testing of network backup and recovery procedures to protect corporate data and system assets

• Developed detailed, comprehensive communication plans, change management plans, risk assessments, and standard operating procedures

• Designed and led network and security system upgrades, providing technical guidance and problem-solving analysis

• Configured and maintained Cisco routers and switches

• Designed, set up and managed nationwide multi-protocol LAN/WAN, including installation, configuration and administration of Cisco routers; Synoptic hubs and Catalyst/SMC ethernet switches

• Led network and helpdesk team to manage and troubleshot 200 plus-user enterprise network and information security systems for 24/7 availability

Technical/Helpdesk Support April, 06 – July, 08

Choice Solutions, Hyderabad, AP

• Provided maintenance, installation, configuration of network and workstation hardware and software

• Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions

• Troubleshot and resolved desktop, network, and systems issues

• Performed advanced troubleshooting and resolution of desktop, server, and application issues

• Provided Tier I and Tier II support for MS Office, LAN, WAN, and Lotus Notes

• Analyzed and monitored existing network for efficiency and effectiveness, including server performance, activity, memory and disk spac

• Installed Windows NT workstation operating system and configured for TCP/IP network, including DHCP, WINS and DNS settings

• Installed operating systems and applications and conducted technical training demonstrations

• Performed troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions

• Resolved Microsoft desktop applications (Word, Excel, Power Point and Outlook) issues under level 2 support for over 200 users

EDUCATION

Bachelors in Technology, Computer Science May, 03 – May, 07

Jawaharlal Nehru Technological University, Hyderabad, AP

Extracurricular activities include positions of leadership as well as additional work on teams and committees.

Associate, Wireless Networking Sep, 08 – August, 09

George Brown College, Toronto, ON

GPA: 3.5 Honors and Awards: Dean's List.

PERSONAL TRAIT

• Optimistic and keep aptitude for learning

• Great Team Player and as well work independently

• Good Communication Skills, Self motivating and enthusiastic

• Adaptable with new environments and Quick Learner

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