Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

EDRIS MAJEED

Brampton

Summary

Multi-certified, highly driven Systems Administrator with over 7 years of professional experience with Microsoft Windows Servers, Citrix Virtual Apps and Desktops, VMware vSphere, Microsoft Azure, Azure Virtual Desktop, Microsoft 365, Exchange, SCCM and Intune, with proven abilities towards focusing on business efficiency and operational improvement.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Systems Administrator

OLG
08.2021 - Current
  • Microsoft Azure: Integrated Entra ID Connect with on-premises Active Directory
  • Set up Single Sign-On Group Policy for Microsoft Azure Active Directory
  • Configured Microsoft Azure Conditional Access rules based on company security policies and best practices
  • Applied operating system updates, patches, configuration changes, and performance tuning (SCCM, Intune, and Microsoft Azure).
  • Microsoft 365: Deployed Microsoft Teams to more than 10,000 users, meticulously configuring user access and security settings
  • Managed Teams live events and meeting policies for large-scale virtual conferences
  • Implemented Teams channels, apps, and bots to enhance team collaboration
  • Expertly configured Teams Rooms systems for hybrid meeting spaces
  • Managed and maintained Microsoft 365 environment, including Exchange Online, SharePoint, OneDrive, and Teams
  • Configured and administered user accounts, permissions, and access rights within the Microsoft 365 environment.
  • Microsoft Intune: Migrated 2,000+ users from BlackBerry UEM to Microsoft Intune
  • Applied operating system updates, patches, configuration changes, and performance tuning (SCCM, Intune, and Microsoft Azure).
  • Security and Compliance: Enforced compliance with Data Loss Prevention (DLP) policies across Teams and Microsoft 365 services
  • Managed guest access and external sharing settings in Teams to safeguard sensitive data
  • Conducted regular audits of Teams usage to ensure compliance with organizational policies
  • Monitored system hardware, reviewed event logs, and verified the completion of scheduled jobs, such as backups
  • Provided secure solutions through Group Policies to enhance organizational assets and applications.
  • Core Systems Management: Managed Active Directory lifecycle activities, including operating system upgrades and hardware replacements
  • Deployed Virtual Machines (Servers and Client Operating Systems) with precision
  • Proficiently installed, configured, and administered the latest versions of Operating Systems, including Windows Server (2012-2022) as well as Client Operating Systems (Windows 10/11)
  • Administered, maintained, and upgraded Microsoft SQL servers
  • Responded to system incidents, problems, and escalations, assigning ticket severity, prioritizing work accordingly
  • Collaborated with other team members and vendor support resources to resolve issues, ensuring services delivered within agreed-upon SLAs
  • Managed security group membership to provide access to files and folders for network applications and shared data.
  • User Management & Support: Delivered end-user training and support for Teams features, emphasizing best practices
  • Resolved complex Teams-related incidents promptly, minimizing downtime and user impact
  • Developed effective user adoption strategies to maximize Teams utilization
  • Set up user accounts, permissions, and passwords in accordance with network policies and procedures.

System Administrator

Halton Regional Police
04.2018 - 07.2021
  • Microsoft Azure: Designed and deployed scalable Azure infrastructure solutions, including virtual networks, subnets, and network security groups, ensuring optimal performance and security
  • Provisioned and managed Azure Virtual Machines (VMs) for various applications, ensuring high availability and disaster recovery through Azure Site Recovery and Backup services
  • Configured and managed Azure Active Directory (Azure AD) for identity and access management, including setting up Single Sign-On (SSO) and Multi-Factor Authentication (MFA) to enhance security
  • Utilized Azure Resource Manager (ARM) templates to automate the deployment and configuration of Azure resources, ensuring consistency and efficiency in resource management
  • Implemented Azure Monitor and Azure Log Analytics to monitor and diagnose the performance and health of Azure resources, providing actionable insights and alerts for proactive management
  • Enforced security best practices by configuring Azure Security Center, implementing Azure policies, and managing role-based access control (RBAC) to protect Azure resources
  • Monitored and optimized Azure costs using Azure Cost Management and Billing tools, implementing cost-saving measures such as reserved instances and right-sizing resources to align with budget constraints.
  • Microsoft 365 and Teams Management: Created and managed Teams in Microsoft Teams, including policies and user management
  • Configured mail flow rules, created shared mailboxes, and public folder mailboxes.
  • Virtualization and Cloud Solutions: Implemented and maintained virtualization solutions, including VMware and Hyper-V
  • Migrated over 1,000 users from Airwatch to VMware Workspace One
  • Configured Citrix Delivery Controller, installed Citrix Virtual Delivery Agent, Citrix StoreFront, and Citrix Workspace
  • Created Machine Catalog and Delivery Groups in Citrix.
  • System Administration: Administered and maintained a complex IT infrastructure of over 600 Windows systems, ensuring 99.99% uptime and availability
  • Performed system upgrades, patches, and configuration changes using automation tools such as Ansible, reducing manual efforts by 50% and improving consistency
  • Configured, monitored, and maintained email applications and virus protection software
  • Monitored the performance of the company’s desktop infrastructure and suggested improvements for efficiency
  • Evaluated applications and software patches for desktop applications to resolve issues.
  • Network and Security Management: Assisted in managing, planning, implementing, and maintaining network, security, and backup strategies
  • Configured and managed firewall, VPN, and VLAN for secure and efficient network communication
  • Implemented security policies and procedures, including firewalls, intrusion detection, and antivirus systems, resulting in zero security incidents
  • Developed and maintained disaster recovery plans and backup systems, ensuring quick recovery in the event of a system outage or disaster.
  • Collaboration and Project Implementation: Collaborated with cross-functional teams to implement new projects, including system implementations and network infrastructure upgrades, resulting in improved business operations and increased efficiency.
  • Support and Troubleshooting: Provided professional Level 3 support to Halton Regional Police IT Infrastructure (on-site and remote employees)
  • Performed troubleshooting and support for server administration, VMware, Active Directory, Microsoft Exchange, Office 365, Citrix, end-user workstations, VoIP phone systems, and mobile devices
  • Provided Level 3 technical support to end-users, resolving escalated issues with a 95% satisfaction rating.

Junior System Administrator

Government of Ontario-Public and Business Service Delivery
09.2016 - 04.2018
  • Provided professional (Level 3) support to Government of Ontario as IT Infrastructure for both on-site and remote employees
  • Enhanced infrastructure availability through enterprise-wide planning, thorough testing, efficient implementation, and comprehensive support
  • Introduced and managed cloud infrastructure tools to create and maintain a virtual server computing environment
  • Established network specifications and analyzed workflow, access, information, and security requirements
  • Configured, installed, maintained, and supported Citrix environments, including Virtual Delivery Agent, Citrix StoreFront, and Citrix Workspace
  • Configured Citrix Delivery Controller
  • Created Machine Catalog and Delivery Groups
  • Developed support documentation to empower users to leverage system features and resolve issues independently
  • Accurately and timely logged problems and resolutions for assigned tickets
  • Followed up with end users to provide status updates as per service level guidelines
  • Independently investigated and implemented solutions to technical issues
  • Identified recurring technical issues and deployed solutions to address root causes
  • Acted as an escalation resource for Level 1 agents and triaged/escalated tickets to other technical units as required
  • Processed over 20 support requests per week for technical assistance on a wide range of issues related to Microsoft, Linux, and Mac Operating Systems
  • Patched software and installed new versions to eliminate security problems and protect data
  • Conducted security assessments and made recommendations for disaster recovery, remote access, network appliances, servers, and directory services
  • Monitored servers and escalated emergency technical issues beyond scope to maintain optimum uptime
  • Managed Exchange 2010 to 2013 SP1 and 2013 to 2016/0365 migrations, including planning, designing, and configuring On-Prem to Office 365 tenant
  • Provisioned servers, set up DAG, configured database copies, created connectors, configured Exchange virtual directories, and migrated mailboxes
  • Upgraded Active Directory from Windows Server 2008 R2 and Windows 2012 R2 to 2016 for 7 Forests
  • Migrated Windows servers from 2003 to 2019 and decommissioned old servers and infrastructure
  • Upgraded Windows Server 2012R2 to 2019, including new cluster builds, PKI, server builds, and configuring KMS
  • Upgraded Citrix to XenApp 7, including setting up Delivery Controllers, StoreFront servers, Director, Studio, and License Servers
  • Leveraged IT management applications to monitor LAN/WAN performance to ensure uptime of core business resources
  • Supported Windows AD for 7,000+ users and provided efficient user management
  • Conducted regular system audits and generated reports to ensure compliance with company policies
  • Implemented and maintained backup and recovery solutions to safeguard critical data
  • Collaborated with cross-functional teams to design and implement IT solutions that meet business needs
  • Provided training and support to end users to enhance their technical skills and knowledge
  • Participated in on-call rotation to provide 24/7 support for critical systems and infrastructure.

Technical Support Specialist

BMO Bank of Montreal
01.2014 - 09.2016
  • Address inbound support cases via email and telephone following a structured support protocol
  • Manage your queue of open support tickets, ensuring that your notes are up-to-date and SLAs (Service Level Agreements) are met
  • Troubleshoot and resolve technical issues, including VOIP/connectivity problems
  • Assist with setting up and configuring new accounts for end-users
  • Deliver end-user training and support for Microsoft Teams features, emphasizing best practices
  • Resolve complex Teams-related incidents promptly, minimizing downtime and user impact
  • Enforce compliance with Data Loss Prevention (DLP) policies across Teams and Microsoft 365 services
  • Manage guest access and external sharing settings in Teams to safeguard sensitive data
  • Seamlessly integrate Teams with M365 apps like Planner and OneNote, streamlining workflows
  • Collaborate closely with the M365 team to ensure voice solutions are seamlessly integrated into Teams
  • Create new accounts, reset passwords, and configure access to servers and file management software for users
  • Train new employees on support processes, procedures, and knowledge base
  • Keep customers informed about issue resolution progress and provide updated estimated times of resolution on an ongoing basis
  • Support customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
  • Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices
  • Develop and maintain positive customer relationships resulting in increased account services and expansion
  • Support customers with online billing, access, and account issues
  • Deliver local and remote Tier 1 IT support for hardware and software to company personnel
  • Manage user profiles, security access, and shared file structures
  • Maintain records, logs, and lifecycle documentation of work requests
  • Maintain composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support
  • Work with customer service supervisors to resolve customer concerns on a daily basis
  • Walk customers through processes of installing software or hardware and initial program start-up procedures
  • Resolve record-breaking backlog of support tickets following major system malfunction
  • Increase overall company performance through improved IT uptime and cost reductions
  • Review support cases for technical and troubleshooting accuracy and identify needed process improvements
  • Provide technical support to end-users for desktop, laptop, and mobile devices, including hardware and software issues.

Junior Technical Support Specialist

BMO Bank of Montreal
02.2013 - 01.2014
  • Assisted customers by troubleshooting and resolving technical problems.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Trained new employees on support processes, procedures and knowledge base.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Supported customers with online billing, access and account issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Managed user profiles, security access and shared file structures.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Increased overall company performance through improved IT uptime and cost reductions.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Providing technical support to end-users for desktop, laptop, and mobile devices, including hardware and software issues.

Education

Diploma - Infrastructure Analyst

NetSoft College of Technology
Mississauga, ON

Diploma - Information Technology Support Services

Sheridan College Institute of Technology and Advanced Learning
Brampton, ON

Skills

  • Microsoft Azure Entra ID, services, and policies (Compute, Storage, VM, SSO, SSPR, Conditional Access)
  • Microsoft 365 cloud services (SharePoint, OneDrive, Exchange, Teams, Intune, Compliance)
  • Microsoft Azure Virtual Desktops
  • Microsoft Active Directory, GPOs, DNS, DHCP, DFS
  • Microsoft Windows Server 2012 - 2022
  • Domain Controllers
  • Microsoft SCCM
  • Migration from on-premises Exchange to Microsoft 365
  • Citrix XenApp 6x and 75
  • Citrix XenDesktop 6x and 70
  • Systems Installation, Configuration & Upgrading
  • Infrastructure updates/ upgrades
  • Skilled in Microsoft Configuration Manager
  • Skilled in Acronis True Image
  • Experience with Blackberry UEM Client
  • Identity and Access Management (IAM)
  • VMware vSphere (Dell)

Certification

  • Microsoft Azure Administrator Associate (AZ-104)
  • Microsoft Azure Virtual Desktop Specialty (AZ-140)
  • Microsoft 365 certified Enterprise Administrator
  • Microsoft Teams Administrator Associate (MS-700)
  • Microsoft 365 Identity and Services (MS-100)
  • Microsoft 365 Mobility and Security (MS-101)
  • Microsoft certified Professional (MCPS)
  • Citrix Certified Associate - Virtualization (CCA - V)
  • Citrix Certified Professional - Virtualization (CCP - V)
  • VMware Certified Professional - Data Center Virtualization

Timeline

Systems Administrator

OLG
08.2021 - Current

System Administrator

Halton Regional Police
04.2018 - 07.2021

Junior System Administrator

Government of Ontario-Public and Business Service Delivery
09.2016 - 04.2018

Technical Support Specialist

BMO Bank of Montreal
01.2014 - 09.2016

Junior Technical Support Specialist

BMO Bank of Montreal
02.2013 - 01.2014

Diploma - Infrastructure Analyst

NetSoft College of Technology

Diploma - Information Technology Support Services

Sheridan College Institute of Technology and Advanced Learning

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