Mike Zuberi

 Mohammed Zuberi- Infrastructure / Systems / IT Analyst Profile Highly motivated IT Specialist offering his skills in a Unix/Linux/Win7&10/Cloud i.e. Multi-OS environment. Strong analytical skills; able to work with technicians from various disciplines to troubleshoot system-level issues. Extensive knowledge of office & business software, hardware and networking Over 10 years IT experience Excellent communication and PMP skills Experienced in IT Helpdesk procedures(ITIL) i.e. escalations, SLA’s, and documentation Consistently achieve top Quality Assurance https://www.linkedin.com/in/mazuberi Security Current Secret clearance from Federal Government of Canada (Level II) Experience Summary Dept. of National Defense(DND) Sr. Application Support/2nd level desktop supportMay 2014 to April 2015 Work classified but generally dealing with Win7 environment, migration, using SCCM and other windows based tools. Also was 2nd level desktop support. Technical Environment: Windows 7, Windows Server 2008, 2003, Active Directory, BMC Service desk Zuberi Consultants IT AnalystNovember 2011 – August 2013 Troubleshooting/ Incident Management relating to Windows SBS Servers, Windows XP/7 computers Support and backup of their PDA’s IPhone, Android, BlackBerry etc. Desk-side Support i.e. setting up laptops & desktops for clients. Vendor Management for clients Business online web presence i.e. eBay, E-store, ecommerce, Lead creation MS Office Environment: Created various business forms in MS Excel and MS Word. Technical Environment: Windows 7, WinXP, Apple & Android PDA’s, website services platforms. IT HelpdeskOct. 2011 – Nov. 2011 Gilmore Partners/Temp4U, Toronto, ON Subcontracted to IT Helpdesk at MFDA – (Mutual Fund Dealers Association) Troubleshooting for internal clients on internal business applications and general Microsoft Products like MS Office etc. Desk side Support i.e. setting up laptops & desktops for internal clients. “Track It” ticketing system to assign tickets to different groups for escalations and also used its asset management component to keep track of inventory of items and coming in and being disposed. . Document Management Systems called EDocs DM. Vendor Management with IBM/Lenovo and other vendors. Microsoft Windows 7 was the OS used by all users after a recent migration Technical Environment: Windows 7, Windows Server 2008, 2003, Active Directory, Citrix, Track IT ticketing & inventory software Millennium Care, Toronto, ON Technical AnalystJuly 2008 – Apr. 2009 Troubleshooting/ Incident Management of primarily Enbridge and Domino’s Pizza and some other smaller accounts. 1st level support in many environments. Citrix, Active Directory and SAP, Unix, Lotus Notes, WinXP. Windows Server 2003/2008 etc. Remedy ticketing system for Enbridge Oil & Gas & used MCare ticketing system for Domino’s Pizza. Millennium Care knowledge database as a resource to resolve issues involving different software applications. Vendor Management of IBM & HP and other vendors. Troubleshot Server and POS station issues for Domino’s Pizza Troubleshot MS office issues of clients. SharePoint Document Systems of clients like Citibank & etc. maintained. 1st level support VMWARE & Windows Servers Technical Environment: Windows 7, Windows Server 2008, 2003, Active Directory, Citrix, Dominos POS software, VMWARE, Remedy & MCARE ticketing software, SAP, Unix. Technical CoordinatorJuly 2007 – Jan. 2008 MSI Systems, Calgary, Alberta Troubleshooting/Incident Management for clients (primarily oil & gas and dental/medical practices) 1st & 2nd Level issues hardware, software, server monitoring using the N-able systems software & RDP Managed 2 expert level field technicians ( scheduling calls, support etc, vendor issues) Documented service calls using Connectwise ticketing system Utilized Connectwise database as a documentation resource to resolve issues involving different IT problems. (Was involved in creating document management strategy for company’s future service desk plans) Vendor Management – Return Management Logistics and Warranty issues 1st & 2nd level support to all clients. Windows/Linux servers/desktops & business applications. PMP: Project Management – handled small but important projects contributing to the bottom line. Technical Environment: Windows XP, Windows Server 2008, 2003, Active Directory, Citrix, Linux, Connectwise ticketing software Technical AnalystDec 2004 – July 2007 EDS Canada(currently now HP Services), Calgary, AB 1st level troubleshooting& Incident Management for users at all of Bank of America Group Users (Banking, Leasing, Insurance etc) throughout North America, Europe & Far East. 1st level issues handled for desktops, PDA’s i.e. Blackberry etc. laptops, and servers, as well as with Internet and VPN connectivity for remote users. Blackberry Support. Blackberry/MS Outlook integrations & Sync problems with Blackberry Desktop Manager. Lotus Notes was initially used by Bank of America but was soon left as Office & Mail Program moved to MS Office. However, there were a few Domino Database Servers left with data inside it that users needed to access occasionally so we needed to recreate the Lotus ID from time to time. Network and local Printers. . Cisco VPN was the VPN client that Bank of America used for its’ employees to connect with its internal network via the internet. I helped users understand how to use it and troubleshoot and errors the users’ faced. Primarily handled customers over the phone but also followed up via email and phone. Supported over 3000+ bank applications Utilized EDS Knowledgebase database (EDS Internal Document Management System) as a resource to resolve issues involving different software applications. Added documents to KBase (EDS Internal Document Management System) Trained and mentored new help desk employees in all aspects of both the customer service and technical aspects of their jobs. Excellent QA rating for customer service & support. VMS (UNIX) systems and printers connected to that system. Accomplishments: An Award for excellent customer service & support Technical Environment : Windows XP, Windows Server 2003, Active Directory, Citrix, Linux, Unix, Novell, Dominos, Oracle and various other databases, Peregrine ticketing software Technical Summary Operating Systems Solaris 10, NetWare 6, Windows NT to 2008, Windows XP, Win7 Red Hat, Fedora, SUSE, IBM-AIX, Cisco IOS and DOS, Windows SBS, 2003, 2008 Server Windows XP,7 Rollout., Linux (Centos & Redhat) Windows SBS, 2003, 2008 Server Networking/Protocols Network hardware, topology, routing, TCP/IP, UDP, DNS, NFS, NIS, ICMP, DHCP, FTP, Programming & Databases Bourne/Korn Shell scripting & SQL Oracle and SAP ECC 6.0 Volume Manager VERITAS Volume Manager, Linux Volume Manager(LVM) Applications & Tools N-able systems software( server monitoring ) & RDP Various ticketing tools like Peregrine, Remedy and Track it. Hardware, Servers (remotely accessing various types and often in sever farms). Storage SAN & NAS WAN Troubleshooting/Incident Management of Data Relay Line between offices in different cities Application Servers Apache Tomcat Virtualization VMware vSphere 5.x, Citrix Professional Development & Education Canadian College for Higher Studies: IT Diploma in Network Engineering (UNIX) – September 2013 - May 2014 Course highlights: Network administration(UNIX, LINUX,AIX), networks (CCNA), database administration (Oracle), Virtualization & Web Services (VMWARE, VERITAS Cluster Servers, Tomcat) Certification: Oracle Certified Professional (OCP) Oracle 10g(2010), MCSE NT 4.0 (1999) Computer Information Systems – Los Angeles Trade Tech College – March 2003 Attended following training programs: Oracle 10g Database Administration – 2010 Windows NT Training – 1999 (Certified MCSE)