Summary

• Around 5+ years of experience in technical support and maintenance of networks.
• Provided 24x7 supports on shift rotation basis.
• Experienced in Installation, Configuration, Tuning, Security, Data Migration, Data Imaging, Backup & Virus removal/spyware of Microsoft Windows Platform.
• Installation, configuration & Raid Implementation experience on HP, IBM, and DELL Servers.
• Public Trust Security Clearance.

Education

• Masters of Computer Science.
• Bachelors of Computer Science.

Certifications

• CCNA (Training).
• Certification of Telecommunication.
• Certification of Ecommerce.

Technical Skills

Languages:

Cobol, Pascal, C, C++, Java, VB, C#, VC, Assembly Language and Shell programming.

OS:

DOS, Windows 95, 98, Windows 2000/NT4.0, Windows XP, Server 2003, Vista, Windows7

Server:

Raid Implementation on HP, IBM, DELL Servers.

Graphics:

Adobe Photoshop 6, Corel Draw 10.

Web Technologies:

HTML, DHTML, XML, Dreamweaver, Flash.

Networking:

TCP/IP, DNS, DHCP, Cisco Routers/Switches, Access Points, LAN Technologies.

RDBMS:

MS-Access 95/97.

Voice Recording
System:

NICE Administration of (NICE CALL FOCUS - III, NICE Perform R3, NICE Log 8.9, WORDNET S2 & S3, MIRRA II & IV, NICE VOIP Logger.
CYBERTECH Administration of (MYNAVOICE MYRACLE & MYNAVOICE PRO).

VOIP:

Quintum.

Cable Termination:

Ethernet cable, Coaxial cable, Telco cable.

Work Experience

Confidential, Alexandria, VA March'11 - Present

Responsibilities:

• Install new software's to designate equipment assigned by the daily schedule or the supervisor.
• Unboxing and setting up new machines.
• Connecting the old and new machines to transfer data.
• Ensure that all data arrives without error.
• Connect and configure desktop printers.
• Connect CAC readers and scanners.
• Install and test all drivers.
• Assist user with reconfiguring video to closely replicate original look and feel.
• Test printer utilizing programs commonly used by the client.
• Troubleshoot connectivity issues and report findings back to appropriate staff.
• Transfer client data to the new unit and ensure that all data transferred.
• Remotely Install applications and fix errors. Assist users with computer/desktop problems (software/hardware) using Remote Assistance.
• Assist in keeping quality control of assets in and out of work areas.
• Verify with the customer that the job was completed satisfactorily.
• Installation may include laptops, peripherals or complete workstation with removal of the replaced equipment.
• Ensure that the ticket is completed and resolved to the users' satisfaction.

Confidential, Bowie, MD July'09 - Oct'10
Asst. System Administrator

Responsibilities:

• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and operational requirements.
• Develop and maintain installation and configuration procedures.
• Contribute to and maintain system standards.
• Perform 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.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Perform regular file archival and purge as necessary.
• Virus/Trojan & Spyware removal.
• Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Maintain operational, configuration, or other procedures.
• Perform on-going performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• Maintain data Centre environmental and monitoring equipment.
• Data Migration & Data Imaging.

Technical Support Engineer

Responsibilities:

• Communicate with customers, site engineers and appropriate subsidiary staff via electronic correspondence or telephone.
• Assist with onsite support regarding mission critical problems experienced with the supported technology & product with in my team.
• Resolve complex level of problems, involving broad product knowledge or functionality specialty redirected by manufacturer.
• Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical).
• Develop own technical & functional knowledge on products/technologies related to the team scope.
• Develop and deliver internal AMFCO and customer technical trainings/workshops in specialty areas.
• Preparation and Delivery of pro-active support services.
• User trainings.

Projects

Telenor - Pakistan: Install and configure Nice Perform R3 with advance package at their call centre with Avaya Genesys, currently we have three sites with 1200 agents.
Barclays Bank - Pakistan: Installed Recording Solution in various sites in North Region.
Citibank - Pakistan: Installed and configured the NICE Logger and integrate it with Avaya PABX for 60 agents in Lahore.
ABN AMRO Bank (Currently RBS) - Pakistan: Installed and configured the NICE VoIP Logger and integrate it with Nortel PABX for their MIFT Project in Lahore, Multan and Faisalabad.
Muslim Commercial Bank - Pakistan: Installed and configured the NICE VoIP Logger and integrate it with Nortel PABX for 60 agents in Contact Centre Lahore.
JS Bank - Pakistan: Installed and configured Mynavoice recording solution with Siemens PABX.
Standard Chartered Bank - Pakistan: Install various recording solution Cybertech (Mynavoice Pro and Mynavoice Myracle) throughout region include their Call Centre and Collection Dept.
Dubai Islamic Bank - Pakistan: Installed Recording Solution in various sites in North Region.
Soneri Bank - Pakistan: Deployed 1800 series Cisco solution in various sites in North Region.

Reference

Furnished promptly upon request with supporting documents.