M Raihani's-Desktop resume3-6-new1
- 1. Masoud Raihani Information Technology Professional 54 Rowatson Road, Toronto, Ontario, M1E 1K1 Home; 416.266.2489, Cell; 416.670.3548 [email protected] I am an energetic self-starter who combines enthusiasm with a strong work ethic. I’m extremely successful working as part of a team or individually. I’m able to utilize my excellent interpersonal skills with clients and with other team members. I always strive to provide a high level of customer service and enjoy dealing with a variety of people to meet mutual objectives. Relevant Skills and Experiences • Windows 7 deployments. • SCCM • Cisco routers (CCNA Course) • A+ Certified Technician • MS Workstations/Servers 2K/XP/2003/2007 • Active Directory • MS Exchange/Outlook • Desktops/Laptops/Printers Configuration/Troubleshooting (Lexmark, HP printers) • Phone system (Cisco and Avaya VOIP phones) • In depth understanding of Telecommunication network topologies • Lotus notes support • Remedy • Lenovo certified server technician • Government Security Clearance • Altiris Desktop customer Support Experiences • Ten years of Customer Service and support to Law firms, financial institute, Oil industries, Software companies and Government. • Quick learner and good team player able to interact successfully with end users and management. • Good documentation practices. • More than six years experience in Purchasing and Vendor management. • Effective communication and interpersonal skills • First and second tier helpdesk support for MS office/outlook/Exchange 2k and XP. • Helpdesk Support for Citrix published applications • Service and support experience for desktop, laptops, printers. • Good Desktop project management and team leadership skills. • Blackberries Support • Desktop AV Monitoring and updating with new definitions. I
- 2. • Imaging Desktop, Laptops. M. Raihani Home; 416-266-2489 Cell; 416-670-3548 Network Administration Expertise • Network/Desktop connectivity troubleshooting experience • Supports backup and maintain the tape backup library • Multi-Site technology operations • Maximization of Systems Availability • Good documentation practices • Build, deploy and troubleshoot of Windows win7 workstations.. • Responsible for upgrade and patch management of workstations and servers. Highlights of Achievements • Completed numerous projects and assignments successfully in the areas of hardware, software and, network upgrades for companies such as Intact insurance, BMO, Ontario Hydro , Allstream (telecommunication company),etc. (1993-2009) • Sixteen years of excellent customer service to over 2000 users in Oil, financial, law firms and Telecommunications industries Work Experience BMO (system analyst II)- August 2014- March 2015 Completed win7 deployments project for two main branches (pathway and Harris). Completed next day support for newly win7 migrated users. II
- 3. Ontario power Generation-OPG-Cap Gemini (Win7 Service Desk Analyst) Feb2014- August 2014. ∙ Provided daily support for win7/XP system ∙ Processed email requests request for Account creation and terminations (Remedy). . Troubleshoot printers, desktops and laptops problems. . Troubleshoot users’ network connectivity. Hydro One-Inergi (Win7 Deployment Analyst-April 2013- Feb2014) ∙ Provided Software/Hardware’s 2nd level support to win7 users. ∙ Upgraded XP systems to win7 remotely and in person. ∙ Installed and configured, office 2010, VPN, wireless connection, Printer, etc. ∙ Resolved desktop/network connectivity issues ∙ resolved outlook 2010 issues as well as user training. ∙ Completed the old asset discovery and collection’s project. ∙ Provided user support for officeoutlook 2010. Intact financial Inc (Win7 deployment- Desktop support- Sept 2012- April 2013) ∙ Installed/Configured various applications remotely (using Altiris). ∙ Upgraded XP systems to windows 7. ∙ provided desktop support to over1200 users in Win7 and XP platforms. ∙ provided office 2010 support to Intact’s employees. ∙ Provided Lenovo and HP laptops and desktops and Printers Support. ∙ Taking lead on moves/adds projects as well as Vendors management. Hydro One (Win7 Analyst-Rollout project- Nov 2011- May 2012) ∙ Replaced existing laptops and desktop with up to date hardware. . Troubleshoot Configured SCCM clients. . Troubleshoot any hardware/software and network problems . . Provided 2nd level user’s support for any Win7 issues (ITSM ticketing). . Deployed applications Via SCCM express to newly imaged win7 systems. III
- 4. RBC Canada-Teksystems (Advanced Helpdesk Support May 2011- Sept 30th) ∙ Troubleshoot SMS logs for Severs Software Distribution ∙ Repaired SMS client. ∙ Provided solution to 2nd level desktop. ∙ working with peregrine ticketing system Hydro One (contract-Rollout Project Nov 2010- Jan 2011) ∙ Setup and trouble and repair desktop and laptop for clients such as Hydro one. ∙ Setup and trouble shoot printers. Toyota Inc (Mar. 2010 – Oct. 2010) Helpdesk/Desk side (1st and 2nd Level) • Supported over 800 users across Canada • Supported Lotus notes 8.5 • Supporting MS office 2003 and 2007 and Main frame apps. • Performed troubleshooting and maintenance of desktops, laptops, printers and citrix clients. • Supported remote access users (Juniper). • Supported and troubleshoot daily network issues. • Processed user requests through Assyst, Emails and VM. • Performed backup and restore of lotus notes mailboxes and any other user’s data. Allstream (AT&T) Desktops/Network and Technical sales support (Mar. 2008- Feb. 2010) • Imaged new laptop with XP and office 2003. • Used Assyst ticketing system for supporting 800 users on-site and 300 users remotely. • Used SMS for software distribution. • Installed and configured various type of applications (Lotus notes, Oracle, Ms Projects, Visio, etc). • Imaged laptop using and desktop using Norton Ghost/AD. IV
- 5. • Transferred data and outlook files from old desktops to new laptops. • Configured wireless routers with network firewall for remote users. • Configured IP phones for Home office users. Provided remote helpdesk support to various users. Market-Bridge Inc. Desktop Support Analyst/Sales Support (Aug2007- Mar.2008) • Configured new laptops, desktop with windows XP. • Installed and configured servers (Dell) with win 2003. • Participated in installation of Avaya switches and phone system Project. • Purchased and configured new desktop, laptops, printers and blackberries. • Re-imaged Desktops and laptops for new deployments • Created and supported user accounts and groups in Active directory. • Supported Ms Office 2003 and 2007. • Supported outlook 2003 and 2007 • Supported VOIP Avaya phone system. • Installed and supported VPN for remote users. • Troubleshoot LAN/WAN connectivity issues. • Provided 24/7 desktop and network support. • Implemented and documented procedures for the new call center. • Provided monthly audit of systems. • Used VERITAS Backup for local servers. St. Mary’s Cement. Helpdesk Support. (July. 2004-Aug 2007) • Performed duties of backup administrator for 50 servers across the Canada and US. • Supported VPN/Dialup Access. Supported Outlook/Ms office for W2k and XP systems. • Performed helpdesk duties using Remedy. • Resolved hardware and software problem in person and by phone. • Supported Citrix Published applications across Ontario and United states. • Monitored servers and network connectivity. • Provided daily report of network activity for IT manager. • Imaged and configured laptop and desktop. • Participated in Servers’ hardware upgrade projects and documented any changes. • Installed new service packs and software patches on the servers. • Contacted Dell and ARCserve for service calls. V
- 6. Abtron Computer Services Inc. Rollout project for Hydro One (Mar 2004- July 2004) o Completed the project of 400 new IBM desktop replacements for Hydro One including re-imaging OS, configuring application and transferring data. o Supported the users for any software and hardware issues after system setup. MGI/ROXIO, Inc. Desktop Support, Team Leader (Jun. 1999-Jul.2004) • Managed the team of three desktop support technicians. • Created win2k and XP OS images (Norton ghost) for new systems. • Provided first and 2nd line of support for helpdesk. • Provided System administration and user account management (create and delete account and password reset) on corporate Windows NT 4.0, Win 2K and XP environment. • Installed VPN and supported mobile and remote users. • Installed and configured server’s hardware (dell and Compaq). • Installed routers (3com and Cisco). • Created and supported FTP site in NT 4.0 environment. • Managed servers, workstations CD and tape backup library. • Monitored the usage of network resources and security issues. • Monitored, troubleshoot and maintained LAN and WAN connectivity. • Managed hardware purchase, vendor management, RMA and repairs.. • Maintained and supported the corporate anti virus updates for servers and desktops. • Completed desktop project for new Call center (in Toronto office). SHL System House-Contract Desktop/Network Support (Feb1997-Jun.1999) • Performed network administration duties. • Created user accounts and printer queues in Novell and NT environments. • Completed workstation and server’s backups. • Installed and configured new Servers and workstations. • Researched and evaluated new technologies. • Performed server’s upgrades. • Repaired and Installed Lexmark and HP printers • Repaired and upgraded HP, Dell, and IBM workstation. • Traveled to various site for rollout and support projects. VI
- 7. Desktop Support Minden gross, Law firm (Mar.1994- Feb.1997) ● Configured, installed, and maintained local area network hard wares and soft wares. ● Installed and configured new desktops and laptops. ● Completed daily requests via email, phone and desk side visit. ● Monitored network activities. ● Performed market research on verity of hardware equipment and software applications Education • Computer Engineering Technologist (Seneca College) • PC management diploma (Primtech) VII