SUMMARY:

High - performing leader with 9 years of experience in computer operations, technical support, and several years as a Systems Admin. My experience in virtualization has afforded me the opportunity to continue to work and expand customer’s portfolios from the datacenter to the endpoint, while keeping all components aligned with security objectives, regulations, and compliance.

TECHNICAL SKILLS/PROFICIENCIES:

• Strong understanding of SalesForce, Servicenow, Active Directory, Powershell, SCCM, Citrix, VMware, ConnectWise, AWS, IIS, SQL, and SharePoint
• Expert in Windows and Macintosh operating systems
• Comprehensive understanding of large environment multi-platform concepts pertaining to LAN, WAN, TCP/IP, UDP, LDAP, DHCP, DNS, and Hyper-Visor
• Excellent at multi-tasking
• Outstanding interpersonal skills
• Fantastic time management skills
• Ability to accept and learn from criticism
• Ability to complete projects neatly in a fast paced environment
• Proficient in Microsoft Office (Word, PowerPoint, Outlook, Access & Excel)
• Expert in Mobile Device Management (MDM) (Mobileiron, AirWatch, Okta Mobile, Xen Mobile)
• Exceptional communication skills - verbal and written
• Tremendous problem solving & analytical abilities
• Self-motivated / ability to work with little or no supervision
• Multi-Lingual: English, Urdu, Punjabi, Hindi
• Assemble/disassemble, repair, component installation, troubleshooting, and system restoration

PROFESSIONAL EXPERIENCE:

Senior Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

• Analyzed data, prepared reports and presented results that synthesize survey data & listening data to help ensure the voice of the customer is infused into all products, applications, and web services.
• Worked with team to determine integration plans for new hardware and software for testing and deployment enterprise wide.
• IT Support Knowledge Manager - Administered IT Support Knowledge Base utilizing Knowledge Centered Support (KCS). Trained IT Teams in KCS concepts and practices resulting in department-wide active engagement in the IT Support Knowledge documentation. Introduced first enterprise-wide Self-Help Knowledge Base.
• Created JIRA projects, templates, workflows, screens, field and other administrative activities.
• Responsible for SharePoint issues for entire company which include maintaining site collections, public website, and external sharing, document management, backup/restore, day to day troubleshooting of moderate to complex issues.
• Tested and Deployed Windows 10 image on supported laptop and desktops, including setting up printers and other peripherals both manually and leveraging installation scripts.
• Server administration (Windows Server 2016, 2012R2, 2008R2) including user account and identity management, Exchange server mailbox adds, troubleshooting. Manage user, group, printer, file systems and shares.
• Created, modified, and managed user accounts in Windows Active Directory as requested by HR and Network Administrator.
• Creation of Mailbox (User, Shared, and Room) via Exchange Manage Console, Powershell, and Azure Powershell.
• Set Azure AD security groups in Azure AD then assigned groups to SharePoint Owner and Member groups for SharePoint management and governance.
• Played an active role with Systems Engineers on projects; i.e. planning, delivery of solutions, system migrations, VM configurations and migrations, Windows workstation migrations.

Technical Support Analyst

Confidential, Washington, DC

Responsibilities:

• Successfully performed and managed delivery and optimization of all IT technical daily operations for three sites and remote support. This involved detailed tracking, solution based resolutions, and providing solid and reliable technical support using my strong technical skills, which has resulted in positive internal and external relations and communications.
• Built, maintained and strengthened internal and external client relationships when managing the entire technical on-boarding and off-boarding lifecycle. Including but not limited to: purchasing, vendor management, laptop and desktop imaging, iPhone procurement and set-up, and internal client deployment of all technical related equipment and software.
• Utilized advanced problem solving and solution based skills as the primary technical support person, independently managing and delivering technology solutions and resolution to assigned internal client base, while signifying company quality principles.
• Worked with Amazon Web Services (AWS) like EC2, Elastic Load-balancers, Elastic Container Service (Docker Containers), S3, Elastic Beanstalk, Cloud Front, RDS, Redshift.
• Performed AWS Cloud administration managing EC2 instances, S3, SES and SNS services.
• Managed network security using AWS Load balancer, Auto-scaling, security groups and NACL's.
• Created Buckets in AWS and stored files. Enabled Versioning and security for files stored.
• Implemented, maintained monitoring & alerting of production & corporate servers/costs using AWS Cloud Watch.
• Hands on experience in Salesforce Customization, Data Security, Workflow rules, Process builders, Data Validation, Report Analytics, Dashboard, User creation and management, Data Administration in Salesforce.com CRM and Force.com Platform

Technical Support Analyst

Confidential, Washington, DC

Responsibilities:

• Provided onsite and remote technical support to the firm's user community, supporting over 500 users. Activities include procurement, configuration, deployment, and technical support of all standard hardware/software applications including internally developed and off the shelf software.
• Expert in engineering services, advanced technical support, troubleshooting, monitoring and management of MDM Technologies: Mobileiron, Airwatch, Okta Mobile, Blackberry Enterprise Server (BES) and BoxTone.
• Maintained and supervised schedules to perform backups on Windows servers using Backup Exec, AWS backup, Cloudberry and Azure.
• Facilitated process documentation for all IT systems related functions, which included server maintenance schedules, Active Directory (users, IP addressing, DNS assignments) and ERP administration
• Responsible for resolving computer problems related to Windows Operating System (7, 8, and 10), Windows applications, Microsoft Office products including MS Outlook, Office Communicator, McAfee Antivirus and Mac OS X
• Managed, maintained, upgraded and implemented Office365 Online Services E3 and E5 Enterprise Environments
• Expertise in analyzing the IIS & Windows Event logs to collect information about server events, server performance and user activity.
• Worked with SharePoint engineering team in troubleshooting Production issues regarding Firewall, port exhaustion, SQL connectivity etc.
• Successfully completed various Active Directory projects including DC upgrades, moving FSMO roles, Group Policy management, creating new OUs and security groups etc.
• Performed SharePoint central site administration, management of site collections, content databases.

System Administrator

Confidential, Herndon, VA

Responsibilities:

• Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Served as an engineer / subject matter expert point of contact for the Help Desk, application owners, and tier-3 support teams on issues related to the mobile device environment, supporting over 1500 users globally.
• Troubleshoot TCP/IP-related issues with network, web, and mail services while coordinating with development and testing team to resolve other clients' issues.
• Provided phone support to customer base on complex design, installation, upgrades, integration and troubleshooting on any platform
• Supported the end user production environment with implementing and maintaining Active directory environment.
• Responsible for downloading and installing various support packs and fixes, in addition to the overall maintenance of the entire network. Effectively diagnose, research and correct any error messages.
• Demonstrated ability to build, lead and collaborate with on-site and offshore teams to achieve company goals and objectives. Articulate communicator and effective problem solver with strong organizational skills

Technical Support Analyst

Confidential, Washington, DC

Responsibilities:

• Provided daily support, maintenance and administration of various systems such as: server backups and troubleshooting, checking error logs on domain controllers, replication, exchange servers, cloud services, patch testing and user provisioning, and the escalation or reporting of critical issues to senior administrators
• Created Windows 2003/2008 R2 Server group policies for network security.
• Provided L2 support of Active Directory performance, authentication, replication and other Windows server 2003, 2008 R2 and 2012 R2 issues.
• Involved in installation and configuration of the Microsoft Office SharePoint Server 2013 farm and integrating with the Active Directory.
• Performance of windows server administration and maintenance to VM systems on VMWare Infrastructure running 2003/2008 Windows Server
• Utilized server monitoring tools, and thorough understanding of Active Directory DC design, Schema, OU design, AD replication topology, and DC backup/restore procedures
• Reset passwords, RSA Tokens, computer logins, and reset other internal accounts.
• Assisted users with questions regarding Outlook, Lotus Notes, Adobe, and secure remote access issues