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Khurram KhanCell: 647.504.5817, 416-840-5760 Email: [email protected]
PROFILE
Excellent hands-on skills in design, troubleshooting & implementation of IT infrastructure / support, gained through years of professional experience, industry certifications, and academic education
PROFESSIONAL CERTIFICATIONS
Microsoft Certified Systems Engineer (MCSE)Micorosft Certified Professional (MCP) Cisco Certified Network Associate (CCNA, R&S)
SUMMARY OF SKILLS
Windows 7 / XP all editions, migration, design & support Windows Server 2012 / 2008 R2 / 2003 Standard, Enterprise and Datacenter Enterprise level Active Directory, Microsoft Exchange Server 2007 / 2010, design & support SCOM, SCCM imaging, application deployment, repair, scripts and patches & shrink-wrapped softwares SharePoint & Windows Software Update Services (WSUS) patch management, Anti-virus patches,
updates & service packs MS Office / Outlook 2003, 2007, 2010, Office 365, MAC, hardware break-fixes, lease, refresh, re-imaging VMWare VSphere (ESXI, Vcentre, Vclient), VMware Workstation, Symantec Backup Exec 2010/2012 Disaster Recovery (DR) testing, planning, design & implementation Blackberry Enterprise Server (BES), BYOD, Mobile devices Enterprise ITIL apps & ticket system: REMEDY, HEAT, Workflow Management, Lotus Notes, Genesys,
Hummingbird, Tsys, Verint, ASPECT, Thomson Reuters (Trading software), IBM-ondemand, Investorline RIS, RSA \ CISCO token, Citrix, AVAYA, DAMWARE, e.t.c
DNS, DHCP, TCP/IP, Ethernet, VTP, V-LAN, VoIP, IPv4, IPSEC CISCO Router / Catalyst (2950, 35xx, 3560), Nexus (7000, 5000, 1000V), UCS, CUCM 9x, CIPC, Cable
BIX block, KVM switch, POS, Cisco Jabber and WebEx. Dell, HP, Lexmark: laptops, desktops, scanners & printers
PROFESSIONAL EXPERIENCE
Bank of Montreal, Mississauga, ON Nov 2012 – Aug 2016
Senior Technical Analyst (Contract) Responsible for onsite – day to day IT operational support at BMO office tower (approx. 4000 users) Working towards incident management, service requests / restoration in strict accordance with (SLA) time
frame Maximizing delivery of IT support to all LOB: corporate banking, lending, trading floor etc. in scope of
installing, configuring, troubleshooting business applications, network & server issues Working extensively with SCCM imaging, repair, scripts & patches Performing regular SCCM health checks of site server, system, event logs & system performance Using SCOM 2012 and Port Scan for network monitoring of routers, switches, network interfaces, ports &
VLANS Developing installation scripts, compiling EXEs and application packaging Using BMO ESSPS to schedule and build Endpoints, deploying WIN 7 corporate images, ensuring image
completion, data backup & restoration, mapped drives & printers, network shares and software patches Enterprise level Active Directory administration and support, account provisioning in compliance with
corporate risk and security policies Probing Network / Infrastructure issues, network connectivity, VLAN changes, port activation &
deactivation Worked towards WIN 7 migration project for 4000 users from XP Implemented procedures, pre and post conversion and ensured overall business is up and running
Created documentation & trained all migrated LOB on WIN 7 platform, in scope of operation and application compatibility
Handling escalations and unplanned outage, joining bridge and act as a liaison between service governance and the business
Working with contingency planning and Business Continuity Planning (BCP) group for Disaster Recovery (DR) testing, planning, design & implementation
Performing daily maintenance and monitoring BCP site status. Running scripts and analyzing, debugging any issues with offline BCP machines
Responsible for communicating critical information to business concerning LAN interruptions and network maintenance upgrades
Providing white glove service, requiring high level of competency and excellent communication skills Coordinating with other functional departments and third party support companies: Bell / Compucom / Dell
for hardware / infrastructure issues Conducting inventory audit & asset management while creating logs, technical documentation, IT indexes
and support documentation on BMO SharePoint
Major BMO Projects:
Successfully moved entire call center comprising of approx. 800 users from Sun life location to the new Meadowvale location. Worked towards Firewall testing and application compatibility before the cutoff Successfully completed WIN 7 migration for 4000 users & various branches Represent Field services Canada for Aspect Magellan upgrade to Aspect Unified IP for the entire
corporate department (approx. 600 users) Successfully configured and setup BMO VPN for the entire GE Capital team, acquired by BMO. Part of the
bridge with cross functional teams for troubleshooting Firewall issue on the site Worked with Business Continuity Project team and designed the network architecture for BCP PC’s &
printers for more than 450 network ports Part of annual power shutdown project for Meadowvale Client Contact Center building and evaluated and
documented the impact on all desktops, servers & Network. Ensured successful restoration and operation of all business applications after the power test.
Cross training for IVR, Genesys Configuration Manager, Ecorr, Outbound and inbound call management, CCPulse
IBM Canada, Markham ON July 2009 – Oct 2012 Senior IT Anaylst
Worked onsite - day to day IT operation for Loblaw & group, probing network, software and system issues Responded to and resolved escalated Incidents / service requests ensuring problem resolution Utilized Active directory for user security and provisioning in line with corporate risk and security policies,
Win Server 2008R2, VMware, Citrix Xenapp, RSA, Cisco VPN & Wireless connectivity Set up and supported VPN for clients in corporate office & remote users, upgrading and applying patches via
SCCM console, agents and backend components Scheduled network change activities and followed change management approval procedures Extensively working with Virtual servers and probing Smart terminal issues. Also probing POS issues Via
UNIX Shell Implemented network changes to the production environment during maintenance window Worked with MOPs, producing design documents and executed the acceptance test plans for core element
into the network Administered user accounts on Blackberry Enterprise server (BES) Maintained detailed technical documentation and performed record updates Utilized Remedy tracking system while analyzing repetitive issues and documenting fixes & procedures in
IBM Knowledge portal Traveled to multiple offsite locations as required for maintenance and project work Worked with third party vendors for service requests and procurement of hardware
Primus Canada, Toronto, ON Jan 2008 – July 2009Network Support Engineer
Worked as level 2 engineer for monitoring, troubleshooting Primus WAN/LAN Networks, resolving issues in strict accordance with customer specific SLA
Worked with Microsoft Win Server 2008 / Active Directory, Exchange Server, DHCP, File and Backup Servers
Used Wire shark and other Network monitoring tools to maintain Primus DSL Network Promptly analyzed issues and resolved or initiated corrective steps to minimize outages Used Remedy Incident tool and HEAT for all technical research Facilitated I.M.A.C (Install, Move, Add, Change) requests for new and existing deployment Dealt with escalated tickets from Help Desk and worked on them on priority basis Documented all aspects of incidents in Primus internal and other specific ITIL-based tools Facilitated Asset Management for end user hardware Responsible for escalating to and working with both internal and external suppliers to ensure timely
resolution
T-Mobile, Toronto, ON Jan 2007 – Jan 2008IT Support Analyst
Managed ongoing network operations of Microsoft 2000 servers, as well as Windows 98, 2000/NT and XP workstations in LAN environment for internal users as well as remote users
Recorded, categorized, tested, and troubleshot T-Mobile end-user application, workstations, network problems and interrelated hardware and software
Provided network connectivity, printer and software problem resolution for laptops and desktops Monitored network traffic and all error logs on the network and reported any deficiencies Applied latest service packs/patches on desktops/laptops Conducted inventory management of in stock equipment (hardware/software) Responsible for escalating to and working with both internal and external suppliers to ensure network
troubles are resolved within SLA time frames Facilitated Asset Management for inventory audit
EDUCATION
M.Eng in Electrical & Computer Engineering Jan 2011University of Waterloo, Waterloo, ON, Canada
References available upon request