Waqar Azeem
Infrastructure Engineer at S&P Global Market Intelligence - ITIL| MCP | Six Sigma-
Summary
OBJECTIVE:
To achieve excellence in career through constant struggle, hard work, commitment, and dedication in a
professional, goal-oriented environment which offers challenging opportunities, future growth and professional
development.
CAREER SUMMARY:
A team player with excellent communication and interpersonal skills who has the ability to work independently
under pressure can lead, motivate and influence others, can train and mentor subordinates. Have more than
8 years of experience in Network Operations, Technical Supports, Windows / Linux Servers, Networks and
Vendor Management.
Experience
Infrastructure Engineer at S&P Global Market Intelligence
October 2016 - Present
•
Windows Server :
Active directory infrastructure management (Users account & Group Policy management, AD sites)
File and folder level permission Issue
DFS Share issues
DHCP / DNS related issues.
Print server, File server, FTP server and Proxy Server management.
High availability of system through NLB, Failover, clustering.
Hardware/ operating systems upgrades and patches for the servers within the infrastructure.
• Linux:
Monitoring, initial troubleshooting, corrective steps and escalation for all of the Linux (Ubuntu) related
machines in the infrastructure.
Corrective steps and escalation of issue to related team about the services hosted on the Linux machine and
there resolution in timely manner.
• Virtualization :
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Manage, troubleshoot and escalation of issue related to virtual infrastructure (i.e. VMWare 6.0 & Hyper-V –
2008, 2012, 2016)
Drive expansion, movement of VM’s on storage volumes
Creation, deployment and DR recovery of VMs.
• Networks:
Switching of ISP’s in case of any outage on the location for uninterrupted supply of connectivity.
Coordination & rectification of any network related issue with ISP’s or vendor.
Rerouting of traffic in case of service degradation on any ISP in global offices.
• Database:
Initial troubleshooting, corrective steps and escalation of all SQL DB server’s related issue, to ensure that all
of the related services are working as per set protocol.
Initial troubleshooting, re running of the job and escalation with of the SQL DB related jobs as per priority of
the jobs.
• Automation / Lean process:
Automate manual process by working with the service / process owners to save time and eliminate any
human error.
Work on recurring work flows items to eliminate them either by removal of fault or finding leaner way
reduce down the noise.
Network Operations Engineer at SNL Financial
October 2015 - September 2016 (1 year)
• Monitoring and initial troubleshooting global offices infrastructure of more then 2000+ servers, 500+ cisco
switches / routers.
• Monitoring, initial troubleshooting & primary maintenance 2 data core centers along with regional data
centers in global offices.
• Primary Responsible for all system related system and network system infrastructure issues within shift.
• Support to the organization’s internal applications (CTS, West, WestX etc.) along with could solutions like
Amazon, Appian, Workday, Salesforce, FrontRange, ServiceNow, Sarena, and many others.
• Take corrective procedural action in response to all events/alarms.
• Communicate network and systems event status using established systems and business protocols.
• Point-of-contact and coordinator for contractors, vendors, service providers, carriers and partners for fault
rectification, root cause analysis and service improvement.
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• Generates Network Operations Center reports for up time and performance of SNL systems for management
review.
• Serve as primary escalation resource to resolve Tier I issues and also provides senior technical guidance for
TierI issues as needed.
• Server Patching (Applying required updates to physical/virtual servers).
Sr. Service Desk Administrator at SNL Financial
April 2014 - September 2015 (1 year 6 months)
• Training Global team members for operation support, also overlook there work to keep it under compliance.
• Primary POC within shift for escalation / assignment of reported issues to higher tiers, and also detection,
creation, coordination in case of any Major issue with higher tiers in timely manner.
• Primary person in shift for assignment / overlook of daily operations within global team to provide timely
and quick resolution to end user in global offices.
• Process owner for different projects as compliance with ITIL.
• Maintain Active Directory and GApps for end user’s accounts.
• Maintaining Cisco Voice Mail Servers.
• Google Apps support to organization’s global users.
• Office 365 support organization’s global users.
• Coordinate with Vendors about new IT equipment and sending / receiving equipment after repair or
replacement.
• Inventory Management, ensure SNL Pakistan has all the required equipment in stock.
Service Desk Administrator at SNL Financial
April 2012 - March 2014 (2 years)
• Troubleshoot workstation related issues and works with appropriate individual / team to resolve issues.
• Global offices support provided including US, London, Hong Kong, Singapore and India office users
related different nature of issues.
• Provided complete IT support, including planning, software & hardware configurations,
• Support on the issue related of SNLs internal applications, user training & help desk services to the end
user.
• Worked on different technologies Network Ghosting of all models of desktop/ laptops.
• CISCO IP Phone configuration, Blackberry configuration and synchronization with SNL Exchange.
• Complete new employee system set ups. This may include getting seating location, workstation information,
and telephone and needed email distribution list information from respective supervisor.
• Remove terminating employee and respective email distribution lists, NT accounts, and archive folders.
• Update floor plan, email distribution lists and new program access for transferring employees.
• Enterprise wide Antivirus Admin, having strong hand with dealing with Virus related issue.
• Trouble-shoot work station related issue of Antivirus, Active directory, VPN, local network, and other IT
related issues for global offices.
• Provide first call resolution to the end user within the organization’s global offices.
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IT Support Engineer at World Health Organization
February 2009 - March 2012 (3 years 2 months)
• Support, maintenance and administration of IT infrastructure for the department.
• Security patching of server and hosted systems regularly against any kind of threats.
• Maintenance and organization of system images for systems and critical data relate to database.
• Active directory setup, user account creation, setting up groups to grant permission on application &
resources.
• Shared drives creation and permissions for bulk data sharing and keeping it safe.
• Printing server creation, maintenance, permission.
• Vendor coordination for the procurement of hardware and software keeping economies of scale and new
trends / technologies.
• Maintain data communication lines with service providers to provide 24*7*365 hours internet access.
• Training of computer basics, new software, data bases to the users in federal / provincial offices with an
objective for standardization of all software and hardware which can provide the best solutions to streamline
the internal operations of the organization
• Exposure to Microsoft Windows (XP / Vista, 2003 Server), Intel based desktops, laptops hardware and
computer peripherals like printers, scanner and photo copiers Server
IT Technician
September 2008 - January 2009 (5 months)
• LAN Infrastructure setup of General Post office, Murree, as a project for the company.
• Maintenance of IT network including cable layout, patching network cables, managing L2 switches.
• Domain setup and management, setting up user accounts and related application permissions.
• User's training on using computer and software those were built for them.
• Windows deployment, support, and troubleshooting.
• Managing System Images, Data base backups.
• Patching servers, software as approved by the main office.
• Data base backup’s delivery to organization as per requirement.
• Vendor coordination of the hardware, software, ISP as required for the location.
Education
Quaid-e-Azam University, Islamabad
Master's degree, Information Technology, 2006 - 2008
University of the Punjab, Lahore
Bachelor's degree, Science, 2003 - 2005
Honors and Awards
Service Desk Champion, Bronze Award, Service Desk Champion
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