System Administrator at United Way Toronto & York Region
More bio• Proven track record of superior technical support and a solid customer service attitude.
• A solid customer service focus with experience providing support to on site and remote users using remote desktop tools like GOTO Assist, Kaseya, LANDesk, TeamViewer .
• Create documentation to resolve problems when a new issue is encountered and train Level 1 Technicians (Help Desk). Update in Knowledgebase accordingly.
• Travel to client sites when required to respond to an urgent problem or to participate in a project demonstration or Resource Coverage and Trainings throughout GTA.
• Excellent Knowledge in windows server OS (Server 2003 and higher) , virtualization (VMware and Hyper V), Backup jobs (Veem, Symantec, AEIOMI), NAS, Desktop OS (Windows XP and Higher), Exchange Server (On premise or Cloud), Networking , Phone Systems , Mobile Device Management and Application Support.
• Good knowledge on Hardware troubleshooting and replacing parts on serves, desktop and laptop computers (Dell Rackmount, QNAP and Synology NAS, HP Blade Servers etc.)
• Certified VMware Professional
• Certified Microsoft Solutions Expert (windows Server 2012 R2) and Exchange Server 2013.
• Certified ITIL V3 Foundation.
• Good Knowledge on Ticketing Systems (Remedy, LiveTime , Service now, HelpStar and Kaseya).
• Provide Off hours Support (On call Support 24/7).
• Reference available upon request.
• Over 8 Years of Windows Server, VMware, Lotus Notes ,Exchange, Network, Mobile, Database and Desktop Administration. • Level 2 and 3 support for Application, Desktop/Server support (End user computing), Hand Held devices, Exchange, VSphere (VMware),Active Directory, Lotus Notes and BES Administration.
• Experience in Health care, Energy, Utilities and Manufacturing Domains for clients such as Hewlett Packet (HP), British Petroleum (BP), Thames Water and Pitney Bowes.
• In-Depth knowledge of Active Directory, DNS, DHCP, Exchange, VMware, Lotus Notes, BES, SQL Dtabase Administration Services.
• Providing Level 1 support for Network related issues related to Switches, Routers and Servers.
• Proficient at Windows Server (2003 – 2012), Exchange server (O365, 2007-2013), ITIL process based frame work.
• Experience providing Tier 2 level face-to-face and remote end user support.
• Solid understanding of ITIL Processes that allows us to focus on delivering the highest business value in the shortest time.
• Experience in installing upgrades and Patches on Windows and Unix Server like Windows upgrade Patches and Application patches.
• Ability to prioritize tasks well and work on multiple projects at the same time.
• Experience in Incident Management, Change Management, Asset Management, Service Request Fulfillment.
• Mobile Device Management (Airwatch, Kaseya and Knox)
• Experience in administrating and troubleshooting (VMware) ESXi related issues.
• Knowledge in Cloud Computing (VMware Vcloud Director, AWS, Azure & OpenStack)
• Experience in troubleshooting and fixing Email client issues (Outlook and Lotus notes).
• Experience in building and deploying OS images.
• Administration and monitoring over SSL VPN.
• Off hours support (On call Support 24/7) for any infra-structure issues.
• Documenting and Reviewing different issues in Knowledgebase.
• Strong problem solving skills, quick learner and able to work independently as well as a team member of varying sized teams.
Level Progress
-
Overall0