OBJECTIVE:

Dedicated and motivated professional with more than 15 years of IT support experience across multiple large enterprise customers, looking for a challenging position to leverage both my customer service skill - set, and hardware/ software expertise.

SUMMARY:

• Certified A+ technician
• Strong communications, fluent in 4 languages (English, Bengali, Urdu, and Hindi) and analytical skills
• Frequent not-for-profit and community volunteer
• Knowledge of JAVA, C++, Visual Basic, and SQL Queries
• Exceptional communication skills to define technical concepts effectively.
• Clear communicator both written and verbal to ensure the message is relayed properly.
• Multi-tasks effectively, learning new systems quickly, and complete projects on time or ahead of critical deadlines
• Work well independently or collaboratively in a team environment

PROFESSIONAL EXPERIENCE:

Systems Engineer

Confidential, Getzville, NY

Responsibilities:

• Analyze current folder structure and permissions using a program called Varonis DatAdvantage
• Create shares using PowerShell Scripts that made DFS pointer, AD containers and connected NTFS security groups, Windows share folders and sub directories based on department needs.
• Modified and ran shell scripts relayed thru my admin account on server 2012R2 jump box.
• Audit the daily/weekly creations to verify users are able to reach the share with granted permissions.
• Work extensively within the Isilon system to make the new folder structure
• Created documentation to track the work flow and find missing applications. Reported the finds on our weekly shared drive department meetings.
• Communicated with all departments within the organization to meet their needs with the new system
• Attend meetings with other departments that require authorization services and apply fixes as required
• Collaborated with the departments to manage individual tasks and responsibilities for project completion
• Implemented Change Management Requests (CMR) worked extensively with Active Directory cleanup of dead SID’s using PowerShell scripting to probe and extract unwanted security identifiers within AD.

Security Access Administrator

Confidential, Amherst, NY

Responsibilities:

• Provisioned using ACF2 Security, BMC Enterprise, CA Harvest, CTA WebStrat, and EDW Data Warehouse.
• Data processing. Application Level security enhancements and configurations.
• Granted access based on job junction and proper authorization from System Access Request (SAR).
• Authorized RSA token to bank employees for VPN tunneling.
• Maintain Bank's security polices and standards. Verify approvals prior to provisioning system access.
• Work on mainframe platform and application security principles.
• Analyze access issues to determine root cause and resolve issues
• Organized all SAR requests to ensure they are completed within the SLA timelines.
• Make phone calls, e-mails and inquiries on database information based on client needs.
• Administer application level security requirements. Obtain training from supervisor’s vast knowledge of platform and understanding of distributed application and business requirements.

Network Operations Center Admin

Confidential, Buffalo, NY

Responsibilities:

• Provisioning: IP assignments, Core network configurations, DNS setup, and Lease equipment.
• Implementation: New SLA methodologies to satisfy client needs, redundant backup systems.
• Task: 24/7 Phone and Email support, Fault handling and high priority escalations support.
• Always on call to respond to email, voice, SMS for afterhours support during high severity emergencies.
• Projects: New wiring infrastructure for the data closets, new facilities hardware audits and maintaining procedures, new server hardware software rebuild and application upgrades, installing new racks, setting up new power back up systems, Upgrading Ethernet to fiber cables.
• Writing SharePoint SOP. Also worked on Salesforce application configurations
• Configured multiple machines with Linux environment
• Supported all exchange directory needs for internal employees and external contract supported clients
• Worked with Apache servers for our connected clients
• Configured and managed SQL databases created databases per client request merged databases to query data for inventory and billing purposes.
• Migrated data within multiple Linux environments to other sources

IT- Logistics Coordinator

Confidential, Buffalo, NY

Responsibilities:

• Monitor the Confidential, SMB and Mid- Market queues in ServiceNow portal
• Managed incident ticket handling from all clients and internal employees.
• I created an SLA guideline for our company to implement for new clients we take on for service
• Constant communication (act as primary POC) with all customers and service providers
• Daily meetings to review overall ticket Handling. To ensure the customer is kept up to date on all statuses
• Attend customer update meetings and training or product review to new customers
• Always receiving alerts to monitor the health stats of client’s devices and if at warning level then reach out to the vendors and act on the issues

IT Support Specialist

Confidential, Buffalo, NY

Responsibilities:

• Providing Technical support to over 2,200 users
• Providing support for over 250 proprietary and custom/in-house applications
• LDAP management for large scale health provider business
• Meraki Cisco wireless devices management
• Cisco CTI IP telephone configurations and management of services
• PC installation and configuration of software via corporate technology Altiris Deployment Console
• Manage the call ticketing system using HPSM
• Configure and deploy IBM Lotus notes mail system to users
• Support of Juniper VPN and Network Connect technologies
• Complete AD configuration, maintenance and support
• Mac OS X user support, IBM Tivoli Identity Access Manager (IAM)
• Facets Database configuration and support. Import/Export ODBC databases.
• VMware: vSphere Management Console, VDI/Thin client configuration
• Virtual machine troubleshooting in cloud space

L4 Technical Support Specialist

Confidential, Amherst, NY

Responsibilities:

• Respond to requests for technical assistance via phone or electronically
• Identify, redirect problems and escalate urgent situations to appropriate resource
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise users on appropriate action
• Adhere to help desk metrics
• Used DatAdvantage to verify data within the directories
• Used the Varonis application to track changes in data and large file movements
• Follow standard help desk procedures
• Log all help desk interactions
• Track and route problems and requests and document resolutions
• Stay current with system information, changes and updates

Sr. Desktop Support Specialist

Confidential, Lewiston, NY

Responsibilities:

• Deployment of new VM Confidential thin clients
• Support staff operations of all IT network services
• Managed refresh project to deploy new hardware to environments
• Maintained and setup video conferencing throw-out all departments
• Maintained services for remote location
• Mange Wireless network infrastructure
• Coordinated inventory control
• Consult with mangers to procure new projects
• Implemented new technologies to stay current in all IT services

Owner

Confidential, White Plains, NY

Responsibilities:

• Manage private Limousine business.

Manager of Sales

Confidential, White Plains, NY

Responsibilities:

• Store Manager for Private owner who operated multiple chain of franchise restaurants

Manager of Sales

Confidential, White Plains, NY

Responsibilities:

• Store Manager for Private owner who operated multiple chain of franchise restaurants