AMMAR NAQEEB
Milton,ON
Summary
- Highly motivated, results-oriented with 10 years' experience as IT specialist/ System Admin.
- Provided training to IT and Customers on how to use Service Now.
- Training by Microsoft (A+ Certified, CCNA, MCSE, Security+, ITIL)
- MS SQL and Oracle databases as well as writing queries to extract data
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
13
13
years of professional experience
1
1
Language
Work History
Senior IT Analyst
NTT DATTA
01.2023 - Current
- Company Overview: Working with Air Canada
- Troubleshoot and fix software, and connectivity issues in various operational and project related systems.
- Experience with SaaS tools like G Suite, O365, Slack, Zoom, and with JAMF Pro to manage and secure Apple devices at scale.
- Maintain detailed incident records, including timelines, actions taken, and resolutions achieved, to facilitate post-incident analysis and continuous improvement.
- Lead and coordinate activities of various teams involved in incident resolution, including technical support, operations, and communications teams.
- Manage vendor relationship including project deliverables, testing activities, and defect management.
- Coordinate with other team members in the organization to create or improve operational and data workflows.
- Working and solving with Customer, Project Manager and the Professional Services team to ensure that our solution is delivered and operational in the most efficient and effective manner possible.
- Work closely with relevant stakeholders to understand the business needs, elicit requirements, write, and review the requirements.
- Strong understanding of networking and end-user Security technologies.
- Analyze system/application data and communicate results and recommendations to relevant stakeholders.
- Working with Air Canada
IT Analyst
Kyndryl company IBM
12.2020 - 12.2020
- Configured and troubleshot laptop, desktop, IMAC, server, printer, router, network switches, warehouse equipment such as bar code scanners, receipt printer and other devices installation.
- Lead and coordinate activities of various teams involved in incident resolution, including technical support, operations, and communications teams.
- Proficient in database programming using Oracle, SQL Server, Active Directory.
- Designing and strategizing the approach for building Data Center.
- Installation of apps and software, Managing MDM system and profile.
- Build infra to application map and application workload dependency matrix through supplier led.
- Preparation or updating and reviewing of technical documents as per the modifications.
- Adept at developing and supporting analysis solutions, data transformations, and reports using Oracle SQL.
- Repair, maintain and upgrade desktops, laptops and printers.
- Supported and resolved Datacenter racking/stacking, cabling and Core Server infrastructure and Cisco switches.
- Interacted and coordinated daily with project team, air Canada vendor and stakeholder.
- Provide desk-side, field service, remote & phone support to Executives, managers, and employees, installing, upgrading, and troubleshooting Windows 7/10 computer hardware, Installation of OS, Windows, software and peripherals: troubleshooting VM clients, mapping & troubleshooting network printing.
- Daily functions include Active Directory and MS Exchange administration for new hires and terminations.
- Troubleshoot network problems, Setup and support of corporate issued mobile devices.
- Working and solving with Customer, Project Manager and the Professional Services team to ensure that our solution is delivered and operational in the most efficient and effective manner possible.
IT Analyst
Anixter
12.2017 - 11.2020
- Strong understanding of networking and end-user Security technologies.
- Supported Hypervisors -HyperV and VMware - vCenter, VUM, Virtual.
- Coordinated with IT vendors and project team.
- Provided ongoing training and coaching for staff.
- Attended Project, ad hoc meetings.
- Single point of contact high impacting problems.
- Installed and troubleshot system hardware, software, printers, Network resources include routers, switches.
- Performed repairs, break fix work for desktops, laptops, MAC, servers, Windows & Linux printers, and network attached devices.
- Applied and reported against KPIs associated with the process.
- Developing innovative solutions in alignment with business objectives.
- Update in EPIC (ticket tool).
- Application configuration and troubleshoot.
- Share daily reports with PM.
- Retrieval of hardware and update in EPIC.
- Degauss of the HDD as per the policy.
IT Administrator
Al Khaleej Sugar company
02.2012 - 11.2017
- Serve as a SME for end users problem diagnosis and fixes and develop and maintain the incident management system.
- Experience working in a call centre using an IT service and request management system (ITSM).
- Responsible for ensuring that all IT teams follow the incident/Major Incident management process.
- Troubleshooting Apple products (MacBook, iPhone, iPad) and CMS, DMS.
- Develop and maintain the incident management system.
- Remote work and connectivity tools (eg Citrix Workspace, VPN, Terminal Services).
- Hold and Cheer Post Incident review meetings on high priority incident and requested incidents.
- Configuration of monitoring and maintenance network hardware including routers, switches, IDS, corporate email.
Education
B.Sc. - Computer Science
University of Baghdad
Diploma - Web Technology Specialist
Trios College
Mississauga, ONDiploma - Computer-systems engineering
Sheridan College
Skills
MS Exchange server management
archiving and journaling solution management
SMTP
IMAP
DNS
SSL
IP Addressing
performance reporting
data analysis
report development
IT helpdesk experience
System Administration
desktop support
network support
information technology support
customer service
System upgrades
Installation and support of OS
Windows
interpersonal skills
collaborative work
technical problem resolution
networking issues resolution
Troubleshooting
Application installations
Relevant Training
- Computer-systems technology information systems engineering, Sheridan College, 2022, SQL, Python, JavaScript, HTML, CSS, XML, JSON, PHP, Java, Perl
- Security Technologies, Network Security, Antivirus, Norton, Symantec, Ghost, MongoDB
- Cloud platform, Google Cloud, Microsoft Azure, Amazon AWS
- Networking, LANs, WANs, VPNs, Routers, Firewalls, TCP/IP
Timeline
Senior IT Analyst
NTT DATTA
01.2023 - Current
IT Analyst
Kyndryl company IBM
12.2020 - 12.2020
IT Analyst
Anixter
12.2017 - 11.2020
IT Administrator
Al Khaleej Sugar company
02.2012 - 11.2017
Diploma - Web Technology Specialist
Trios College
Diploma - Computer-systems engineering
Sheridan College
B.Sc. - Computer Science
University of Baghdad