Network Support Analyst
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Updated: 30-Sep-2020
Network Support Analyst
Brampton, ON
• 7+ years IT industry experience in network engineering, Telecommunication and Infrastructure.
• Windows Server 2008 Administration and knowledge of Microsoft Technology (Windows XP/7/8/8.1 /10 operating systems, Microsoft Exchange, Office 2007/2010/2013/2016, Windows Server 2008/2012) and CISCO technology.
• Proficiency in Microsoft Office Suite applications including MS SharePoint and Office 365.
• Enterprising Exchange Administrator proficient in setup and maintenance of related systems on Microsoft platforms.
• Centralized management of Anti-Virus software. Maintenance and support of McAfee, Symantec, Malwarebytes, Bitdefender and Microsoft security products.
• Extensive knowledge and expertise in Active Directory including designing and implementing group policies, WAN/LAN technologies and associated protocols.
• Accomplished projects in networking core technologies (DHCP, DNS, Firewalls, RIP, EIGRP, OSPF).
• Proficient with Computer hardware, VOIP, database servers, and TCP/IP networking.
• Maintain and administer the implemented instance of Service Now.
• Exhaustive experience of Information Technology Infrastructure Library (ITIL) principles and process standards like Request, Incident, Asset and change management
• Strong experience in ERP Systems Implementation, Support and Project Management.
• Help Desk Support, 2nd and 3rd Level Support, deployment and implementation of software solutions.
• Knowledge of software programming languages such as HTML, C++, C, database management software such as Oracle, SQL Server and FoxPro.
• Working experience with SCCM, VMware, Hyper-V, Exchange Server 2010.
• Working experience of Back up process with SAN, cloud and external hard drives or SSD's.
• Experience administering and supporting 3rd party Cloud provider service offerings, emphasis on Azure and Amazon Web Services.
• Windows Server 2008 Administration and knowledge of Microsoft Technology (Windows XP/7/8/8.1 /10 operating systems, Microsoft Exchange, Office 2007/2010/2013/2016, Windows Server 2008/2012) and CISCO technology.
• Proficiency in Microsoft Office Suite applications including MS SharePoint and Office 365.
• Enterprising Exchange Administrator proficient in setup and maintenance of related systems on Microsoft platforms.
• Centralized management of Anti-Virus software. Maintenance and support of McAfee, Symantec, Malwarebytes, Bitdefender and Microsoft security products.
• Extensive knowledge and expertise in Active Directory including designing and implementing group policies, WAN/LAN technologies and associated protocols.
• Accomplished projects in networking core technologies (DHCP, DNS, Firewalls, RIP, EIGRP, OSPF).
• Proficient with Computer hardware, VOIP, database servers, and TCP/IP networking.
• Maintain and administer the implemented instance of Service Now.
• Exhaustive experience of Information Technology Infrastructure Library (ITIL) principles and process standards like Request, Incident, Asset and change management
• Strong experience in ERP Systems Implementation, Support and Project Management.
• Help Desk Support, 2nd and 3rd Level Support, deployment and implementation of software solutions.
• Knowledge of software programming languages such as HTML, C++, C, database management software such as Oracle, SQL Server and FoxPro.
• Working experience with SCCM, VMware, Hyper-V, Exchange Server 2010.
• Working experience of Back up process with SAN, cloud and external hard drives or SSD's.
• Experience administering and supporting 3rd party Cloud provider service offerings, emphasis on Azure and Amazon Web Services.
Work Experience
Network Support Analyst
Metrolinx
-
Toronto, ON
July 2018 to Present
• Prepare and present system-related reports and recommend end users and management.
• Working as Cloud Administrator on Microsoft Azure, involved in configuring virtual machines, storage accounts, resource groups.
• Manage Identity Access management of Azure Subscriptions, Azure AD, Azure AD Application Proxy, Azure AD Connect, Azure AD Pass through Authentication.
• Configure, test, distribute, maintain and troubleshot desktop/laptop equipment, smartphones, printers, software and peripherals via SCCM.
• Deployment of AirWatch agents for iOS and Android devices and providing support to end users.
• Perform network administration; create user groups and user accounts, reset passwords and apply service packs to workstations.
• Ability to train and assist others, coupled with an ability to be mentored by more experienced team members to gain efficiencies
• Follow procedures/checklists and update support documentation.
• Support and escalate GO Transit, UP express, & PRESTO devices.
• Administer users and set up permissions in ERP systems like Oracle Unifier, Primavera/ P6, CM14, Oracle - Accounting.
• Analyze user support statistics/data and recommending appropriate measures.
• Perform application configuration upgrades and enhancements when needed.
• Assist service desk technicians, network administrators and software developers with troubleshooting and resolving problems with software products.
• Administer users & Device in Cisco Call Manager and Cisco Unified Voice mail Server and Troubleshoot VOIP devices like Cisco and Polycom
• Configure users, company, site, location, and other existing fields and support groups, assignment rules, categorizations, CI data, SLA, etc in Service Now.
• Working as Cloud Administrator on Microsoft Azure, involved in configuring virtual machines, storage accounts, resource groups.
• Manage Identity Access management of Azure Subscriptions, Azure AD, Azure AD Application Proxy, Azure AD Connect, Azure AD Pass through Authentication.
• Configure, test, distribute, maintain and troubleshot desktop/laptop equipment, smartphones, printers, software and peripherals via SCCM.
• Deployment of AirWatch agents for iOS and Android devices and providing support to end users.
• Perform network administration; create user groups and user accounts, reset passwords and apply service packs to workstations.
• Ability to train and assist others, coupled with an ability to be mentored by more experienced team members to gain efficiencies
• Follow procedures/checklists and update support documentation.
• Support and escalate GO Transit, UP express, & PRESTO devices.
• Administer users and set up permissions in ERP systems like Oracle Unifier, Primavera/ P6, CM14, Oracle - Accounting.
• Analyze user support statistics/data and recommending appropriate measures.
• Perform application configuration upgrades and enhancements when needed.
• Assist service desk technicians, network administrators and software developers with troubleshooting and resolving problems with software products.
• Administer users & Device in Cisco Call Manager and Cisco Unified Voice mail Server and Troubleshoot VOIP devices like Cisco and Polycom
• Configure users, company, site, location, and other existing fields and support groups, assignment rules, categorizations, CI data, SLA, etc in Service Now.
Senior System Administrator
IIMSWISS Corp
-
Toronto, ON
September 2015 to July 2018
• Interpret customer's requirement for computer network set up and implement network services.
• Determined and analyzed business processes, infrastructure changes, and IT work required to support projects.
• Performs System Administrator role for ERP application and provide user support
• Accurately diagnose, document and resolve issues of hardware, software, mobile device, applications and peripheral devices.
• Support numerous company activities by set up and configure laptops, projectors and video teleconference.
• Conduct training on internal systems, local procedures and other technical subjects for company employees.
• Provide remote support through LANDesk, PC anywhere, Team-viewer, AnyDesk, LogMeIn and Go to Assist.
• Perform installations, hardware repairs, maintenance, technical assistance, and support on windows platforms.
• Assist various personnel with their presentation needs by providing conference room support, video editing and slide show creation.
• Provide analysis, recommendation and oversight support for SAN Storage solutions including recommendations to the Service Delivery Manager and end customer along with pre-site inspections, initial implementation, customization and integration into the Managed Services environment as required.
• Utilize current automation programs and databases to support data management.
• Responsible for configuration of LAN, WAN, Internet Gateway, Firewalls, Rules, Port Forwarding and VPN's in between main and remote locations for different sites.
• Experience with server setups and regular Backup's and solving problems or deploying Active Directory infrastructure, including Azure AD hybrid cloud deployments.
• Setup of all types of NVR's and their onsite configuration.
• Expertise with Panasonic and Grand stream PBX.
• Run the reports in SQL as per business requirement.
• Support installation, configuration, and support of Microsoft Office 365 on various platforms
• Update Office 365 licenses, subscriptions and user management as necessary
• Determined and analyzed business processes, infrastructure changes, and IT work required to support projects.
• Performs System Administrator role for ERP application and provide user support
• Accurately diagnose, document and resolve issues of hardware, software, mobile device, applications and peripheral devices.
• Support numerous company activities by set up and configure laptops, projectors and video teleconference.
• Conduct training on internal systems, local procedures and other technical subjects for company employees.
• Provide remote support through LANDesk, PC anywhere, Team-viewer, AnyDesk, LogMeIn and Go to Assist.
• Perform installations, hardware repairs, maintenance, technical assistance, and support on windows platforms.
• Assist various personnel with their presentation needs by providing conference room support, video editing and slide show creation.
• Provide analysis, recommendation and oversight support for SAN Storage solutions including recommendations to the Service Delivery Manager and end customer along with pre-site inspections, initial implementation, customization and integration into the Managed Services environment as required.
• Utilize current automation programs and databases to support data management.
• Responsible for configuration of LAN, WAN, Internet Gateway, Firewalls, Rules, Port Forwarding and VPN's in between main and remote locations for different sites.
• Experience with server setups and regular Backup's and solving problems or deploying Active Directory infrastructure, including Azure AD hybrid cloud deployments.
• Setup of all types of NVR's and their onsite configuration.
• Expertise with Panasonic and Grand stream PBX.
• Run the reports in SQL as per business requirement.
• Support installation, configuration, and support of Microsoft Office 365 on various platforms
• Update Office 365 licenses, subscriptions and user management as necessary
System Administrator
World Wide Logistics Inc
-
Etobicoke, ON
November 2014 to September 2015
• Administrated and troubleshoot Microsoft Active Directory, Windows 2008 and 2012 servers.
• Installed, configured, upgraded, maintained and supported hardware, software and servers.
• Assisted in development of network configurations.
• Maintained all servers with their current firmware, Windows security patches, and 3rd party software updates.
• Troubleshoot network system failures and ensured appropriate action.
• Analyzed, wrote reports & communicated results to colleagues & managers.
• Inside support for Office 365 for set up of new profiles, instant messaging, calls, web meetings, sharing documents, manage users, setup permissions and organize e-mails.
• Maintained knowledge-based documentation with regards to equipment and procedures.
• Provided functional and technical support, troubleshoot network issues related to TCP/ IP and DNS, based on hardware and software levels.
• Provided help desk and desk side support, utilized problem determination skills to resolve various issues.
• Deployed and configured PCs, Workstations and Laptops.
• Knowledge of all programs used in the office and trained and helped new users
• Installed, configured, upgraded, maintained and supported hardware, software and servers.
• Assisted in development of network configurations.
• Maintained all servers with their current firmware, Windows security patches, and 3rd party software updates.
• Troubleshoot network system failures and ensured appropriate action.
• Analyzed, wrote reports & communicated results to colleagues & managers.
• Inside support for Office 365 for set up of new profiles, instant messaging, calls, web meetings, sharing documents, manage users, setup permissions and organize e-mails.
• Maintained knowledge-based documentation with regards to equipment and procedures.
• Provided functional and technical support, troubleshoot network issues related to TCP/ IP and DNS, based on hardware and software levels.
• Provided help desk and desk side support, utilized problem determination skills to resolve various issues.
• Deployed and configured PCs, Workstations and Laptops.
• Knowledge of all programs used in the office and trained and helped new users
Technical Support Representative
CIK TELECOM
-
North York, ON
September 2012 to November 2014
• Installed, maintained, and troubleshoot Nortel PBXs and Avaya.
• Expertise in the development and implementation of Cable, DSL and VOIP equipment's.
• Support and troubleshoot VoIP, Cable/DSL internet and IPTV systems.
• Logged defects and worked closely with developers to investigate, troubleshoot and verify fixes.
• Provided high levels of technical and telecommunications engineering support.
• Analyzed existing systems and scheduled upgrades to increase performance and productivity.
• Knowledge of switching systems, mail, cables, PBX and fiber optics.
• Designed and deployed training classes for new customers and carriers.
• Installed and repair telecommunications equipment, products, and services.
• Carry out root cause analysis and resolution in a timely and effective manner.
• Provided information on system updates and distributed to appropriate departments.
• Answered incoming calls, e-mails, and follow-up technical tickets, contacted customers to resolve issues in a prompt manner.
• Documented and maintained a detail history of the case notes and updated support documentation.
• Expertise in the development and implementation of Cable, DSL and VOIP equipment's.
• Support and troubleshoot VoIP, Cable/DSL internet and IPTV systems.
• Logged defects and worked closely with developers to investigate, troubleshoot and verify fixes.
• Provided high levels of technical and telecommunications engineering support.
• Analyzed existing systems and scheduled upgrades to increase performance and productivity.
• Knowledge of switching systems, mail, cables, PBX and fiber optics.
• Designed and deployed training classes for new customers and carriers.
• Installed and repair telecommunications equipment, products, and services.
• Carry out root cause analysis and resolution in a timely and effective manner.
• Provided information on system updates and distributed to appropriate departments.
• Answered incoming calls, e-mails, and follow-up technical tickets, contacted customers to resolve issues in a prompt manner.
• Documented and maintained a detail history of the case notes and updated support documentation.
Web Developer
Hi-Fi Enterprises
-
Mississauga, ON
September 2011 to July 2012
• Developed website architecture and determine hardware and software requirements.
• Created databases and other software programs to manage content within websites.
• Created content for websites using a variety of graphics, animation and other software.
• Created graphic logos, illustrations and photographs.
• Source selected and organized information for the appearance, layout, flow and the overall design of the website.
• Ensured the website is working efficiently.
• Created databases and other software programs to manage content within websites.
• Created content for websites using a variety of graphics, animation and other software.
• Created graphic logos, illustrations and photographs.
• Source selected and organized information for the appearance, layout, flow and the overall design of the website.
• Ensured the website is working efficiently.
Education
Advanced Diploma
Sheridan Institute of Technology and Advanced Learning
August 2012
B.Sc. in Information technology
Punjab Technical University
June 2009
Diploma in Information Technology
Govt. Polytechnic College
June 2006
Skills
• DOCUMENTATION • TIME MANAGEMENT • Servicenow • Ccna • Router • Switch • NOC
Additional Information
Other Skills
• Excellent oral, written and interpersonal communication skills.
• Write professional reports and documentation.
• Able to deal effectively with users at different levels of technical ability.
• Work well as part of a team and independently with minimal supervision.
• Strong time management skills, able to meet timelines and achieve goals.
• Performed well in fast paced and high-pressure environment.
• Effective project management skills.
• Excellent oral, written and interpersonal communication skills.
• Write professional reports and documentation.
• Able to deal effectively with users at different levels of technical ability.
• Work well as part of a team and independently with minimal supervision.
• Strong time management skills, able to meet timelines and achieve goals.
• Performed well in fast paced and high-pressure environment.
• Effective project management skills.