Shazad Mohammed

• Initially hired to handle separation of I.T duties from a MSP that was having hiring company under duress and migrate all I.T assets and systems and handle in-house.
• Performed migration of end users emails from MSP tenant to new O365 tenant and associate domain.
• Handling main line SIP trunk porting and creating a new 3CX PBX tenant as this was under previous MSP.
• Spun up new WiFi controller (Ubiquiti) that was previously under MSP management.
• Migration of sharepoint data and the creation of new sharepoint sites for departments and collaboration.
• Management of the Opa-Locka network (Meraki) and inventory and building out security protocols and documentation and planning upgrades.
• Managing company computer assets, including installation of software, OS patching and security and policies.
• Global Admin for O365 (O365 Business Standard) and all sub systems that include Security and Compliance, Exchange, Sharepoint, Users management and AD Azure.
• Processing new users (new hires) and terminations in O365 as well as data retention of employees' data in special circumstances.
• Support for all end users regarding installation of software, hardware upgrades, and handling.
• Currently testing ITarian RMM and security (Comodo) for computer policy and OS Patching.

Completed projects:

• Completed network bridging of all suites that was on a wireless bridge before to all suites are interconnected via ethernet.
• Creating and refinement of Meraki firewall rules and policies.
• Creating and updating MS Exchange mail rules (Global).

Working on currently:

• Creating a persistent VPN tunnel between Opa-Locka (FL) and Norwood (MS) sites to be 1 single logical network.
• Creating a dedicated client based VPN primarily for the financial controller to access systems remotely.
• Creation of a customized corporate "Gold Image" (Windows 10) to deploy to computers stripping out the bloatware that comes with shipped computers.

• Main POC for all classroom AV and technology equipment on site (Coral Gables) and the ability to assist for remote sites.
• Buildout and upgrading classrooms, study rooms, conference rooms, labs from the ground up.
• Training staff how to effectively utilize classroom AV technology to maximize teaching effectiveness before and during pandemic.
• AV support and co-ordination for Pinning, White Coat Ceremonies, Commencements and other events on and off campus using both Zoom and RingCentral.
• Utilizing Crestron and Biamp Tesira tools for troubleshooting and break/fix of said equipment.
• Building Windows (10) OS images for classroom and lab PCs, using Sysprep, MDT, autounattend scripting.
• Technologies used: Crestron Toolbox Suite, X-Panel, Crestron Fusion, Info Tool, Crestron network analyzer.
• Hardware: TesiraForte Biamp CI, Crestron DMPS 3 series, TSS-752 scheduling panels, Planar screens and processors, Panasonic projectors, Shure mics and receivers, Crestron Mercury.
• Communicated project status to stakeholders, authoring reports to provide up-to-date overviews of ongoing progress.

Direct hire

• Part of the 2-man team for I.T support at the Miami campus and remote support for all 4 campuses - Austin TX, St.Augustine FL, San Marcos CA and the new Dallas TX campus.
• Assistance for on-campus students and flex via phone, email or walk-up for password resets, Wi-Fi issues etc.
• Supports classroom technology devices and equipment, mainly Crestron, Tesira Biamp and Planar.
• Creating and supporting Zoom and RingCentral calls/ meetings campus-wide.
• Network, systems administration for on premise AD, O365/ Exchange support.
• Creating accounts for new hire staff/ contractors using AD on-prem and AD Azure.
• Using Jenzabar to look up students and tracking admissions process for new students.
• Technologies used: O365 AD Azure/ Exchange. Kaseya VSA. Microsoft Server 2012 Active Directory. Jenzabar. File and print server.Mac OS and Windows 10.

Via Steven Douglas Associates

• Providing first level support via SGWS National Service Desk inbound phone queue.
• Ensuring high level quality of service and accurately creating initial tickets using CA’s customized ticketing system for Incidents, Service Requests and initial Critical incidents.
• Performing basic AD password reset, SAP, IBM AS400, several internal portal user resets.
• Handling high volume inbound calls, escalating issues as necessary to relative support teams.
• Remote support and administration for IOS devices, iPad and iPhone for sales teams using AirWatch.
• Support for Cisco AnyConnect VPN, several in-house and vendor applications (Topaz, Diver, SAP NetWeaver, IBM iSeries 5250, TimeLink, Kronos, Citrix, Employee Self Service portal.
• Remote support for laptops/ desktops using LogMeIn support.
• Assisting end users with software installs.
• Office 365/2013 and 2016 support, SharePoint support for sales and office departments.
• Basic end user support for mapping printers.
• Technologies used: Microsoft AD, SAP NetWeaver, IBM AS400, Cisco AnyConnect, Office 2013/2016 365, Citrix Receiver, printer management, CA ticketing system, LogMeIn.

Via Modis

• Providing support of I.T related equipment and end users at Fanatics Miramar corporate office and fulfillment center (warehouse) during their important peak sales season – (November to December).
• Ensuring that production printers for pick lists and orders are always at 100% uptime.
• Hot swap printers as needed.
• Open repair requests for production printers with Saxon Business Systems and maintain consumables levels, toner, maintenance and drum kits etc.
• Imaging of desktops, laptops, WYSE thin clients with corporate Win 10/ 7 images using Dell KACE.
• Extension provisioning for new hires using the Fonality HUD telecom system.
• Remote support using GoToAssist.
• Managing tickets using Service Now for break/ fix and service requests, keeping within SLA response times.
• Maintaining upkeep of network.
• Checking and confirming that end points are on proper VLANs’ using Utilizing NetScout LinkSprinter network tester/ analyzer and performing necessary escalations/ fixes.
• Basic printer and file server administration.
• Technologies used: Active Directory, MS exchange, Office 365 (limited), Active Sync, Windows 10/7 Enterprise, Fonality HID, HP, Xerox, Zebra printer hardware/software, Okta, Slack collaboration, GoToAssist, Service Now ticketing, Dell KACE.

Direct Hire

• Providing first response to all IT inquiries, either by email, physical presence or phone and escalating as needed.
• Providing local support for the US sites as well as global that includes Spain, Italy, Germany, France, England, Brazil, Columbia and Mexico using Bomgar.
• Provisioning of users AD accounts, MS Exchange, Cisco Call Manager, Cisco Share File, Fax number and Level3 conferencing accounts.
• Provisioning token and educating users on 2FA authentication for remote access.
• (DeepNet and Citrix).
• Removal and retention of exiting employee accounts, email and data according to H.I.G policy.
• Managing trouble tickets/ requests using Manage Engine Help Desk ticketing system.
• Providing off hour, on-call support on rotation basis.
• Set up laptop and projector for video conference/ presentations when scheduled.
• Installation and support for Canon Image-runner copiers and HP LaserJet printers.
• Providing support for QuickBooks Enterprise v.14 15 16, MS Office 2010/2013 suite, MS Windows 7 Enterprise, Mimecast email archiving, Kaspersky Endpoint protection, Cylance and Citrix for hosted applications and Citrix DDC.
• Assisted Security Director with setup and implementation of Dell Disk Protection (DDPE) server from foundation to finish with MS BitLocker full disk encryption.
• Also was DDPE administrator and subject expert on end point encryption.
• Bridging scheduled video /voice conferencing calls utilizing Cisco MCU and BlueJeans.
• Troubleshooting network related issues using network utilities such as ping, tracert commands.
• Re-punching, re-terminating broken network drops.
• Assisting end users with BYOD related issues, Mac OS and Windows 7,8 and 10.
• Outlook Anywhere with DeepNet and File Director.
• Adding secure corporate email on BYOD smartphones using MAAS 360 MDM solution in conjunction with MS Active Sync.
• Support and maintenance of MS 2008 and 2012 DFS file servers, Nasuni for file replication and HP LiveVault for data recovery.
• Provisioning SQL accounts for finance department users for Investran and VPM.
• Desktop and laptop imaging (sysprep) and repair (Dell).
• Opening cases with Dell related to hardware failures within warranty.
• Technologies used: MS Active Directory, MS Exchange, MS Office 201/2013, Cisco Call Manager, Windows 7/10, OS Sierra, Cylance Protect, DeepNet and Dual Shield, Kaspersky AV, Symantec DLP, Citrix DDP and Citrix ZenApp, MS Server 2008/2012, Cisco TelePresence (MCU and VC endpoints), Sophos SafeGuard, Dell Disk Protection Enterprise, SonicWall VPN, MS BitLocker full disk encryption, File Director and Bomgar remote support.

Via Essintial IT

• Providing tier 2 desktop and laptop support for the entire Plantation Call center site (1000+ users).
• Deployment of laptops and desktops for various departments, Win 7 Ent.
• And Win XP Pro) installing the needed software as per department.
• Deployment of laptops for Work At Home users (WAH), and providing remote and phone support via Bomgar.
• Installation and mapping of network printers for local users.
• Utilizing Service Now ticketing system for break-fix tickets.
• Utilizing HP C.A.M.S system for maintaining AMEX assets and updating as necessary for new hire/ new asset/ decom.
• Liaising with AMEX hardware vendors- Lenovo and Dell for replacement parts, call in on-site tech support.
• Testing VPN (Cisco AnyConnect) for WAH users prior to shipping laptop, backing up user’s old data and migrating to new asset.
• Outlook files, Lotus Notes files, my docs.
• Utilizing PGP and BitLocker whole disk encryption for all laptops and WAH users, providing end user support, lost passwords.
• Providing Active Directory support for users and computers, resetting passwords, moving new assets to their respective OUs’.
• Provision of “Grandfather Admin” rights to new assets based on admin rights on old asset.
• Providing resolution to clients issues (software or hardware) based on SLAs’ and Next Due Dates- NDDs’.
• Utilizing Peregrine Service Center ticketing system for SRs', IMACS, RMS projects.
• Technologies used- Windows XP Pro/Win 7 Enterprise deployment utilizing Win PE builders. Cisco AnyConnect VPN software. Active Directory 2003/2008. McAfee Antivirus. Dell and Lenovo hardware and software. Cisco Secure Connect for wireless. NICE Call monitoring, Avaya, Citrix XenApp. PGP/ BitLocker whole disk encryption, Blancco secure erase, IBM Lotus notes. Peregrine Service Center for ticketing. Service Now for ticketing (break-fix).Bomgar for remote support.

Part Time hire

• Doing timely repairs on client’s machines and updating the customer as necessary in case of delays with parts or unforeseen issues.
• Diagnose, providing exceptional customer service by assisting customers with purchasing parts, recommending hardware upgrades, software etc.
• Troubleshoot and repair of computer hardware and software.
• Installation and configuration of Windows XP, Vista, Windows 7, and applications.
• Backup, restoration and transfer of user’s data to client’s machines.
• Installation of laptop screens, keyboards and other parts.
• Removing malware, spyware and viruses and suggestive selling in store antivirus software solutions.
• Performing custom build machines and upgrades to client’s existing computers.
• Technologies used- Windows XP, Vista and 7 OS. Hiren’s boot CD, Ultimate boot CD, Symantec Ghost. ESET NOD32 all recovery or diagnostic software. Eagle POS, Microsoft Office Suite. Dell, Lenovo, Gateway, ASUS, Samsung, Acer, HP laptop and desktop hardware.

Via Tek Systems

• Day to day PC support (at least 500+) in a Windows XP/ 7 Professional environment.
• Responding to trouble tickets (HEAT application), installation of printers, network issues, hardware replacements/ upgrades.
• Deploying images via Symantec Ghost 8.
• Supporting remote users via SCCM Remote tools.
• Providing support to patient care workstations, internet and intranet applications.
• Mapping users to networked printers.
• Backing up of users data to designated network drive and restoring data as necessary- emails, documents etc.
• Supporting users in an Active Directory 2003 environment, adding users, resetting passwords, adding machines.
• Technologies used- XP Power toys, Belarc Advisor, Microsoft Server 2003/ Active Directory, Microsoft SCCM and SCCM remote, Symantec Ghost Enterprise, Kronos Timekeeping, Meditech, HP Desktops and Servers, MS Exchange, MS Office 2003 and 2007, FrontRange HEAT ticketing software, Ethernet CAT5/6.

Via K-Force

• Worked with a team of four to provide technical assistance to the HP/AMEX teams at the Ft.Lauderdale, Miramar, Weston Tech and Weston BPS sites during the email migration from IBM Lotus Notes to Outlook Client and OWA (Outlook Web Access)
• Responding to tickets generated and providing assistance to end users using either OWA or Outlook Client.
• Performing basic Blackberry handheld support for end users-wipe, re-sync, activate etc.
• Assisting the technology department with break-fix issues.
• Preparing laptops/desktops for imaging and deployment.
• Maintaining AMEX asset inventory thru HP C.A.M.S asset management software.
• Installation and repair to Microsoft SCCM application, tracking work-at-home users and providing remote support.
• Involved with relocating users I.T assets during department relocation projects and re-installation of said assets.
• Mapping users to network printers.
• Technologies used- Server 2003 Active Directory, NICE Digital recording solutions, HP, Dell, Lenovo desktops and laptops.
• Blackberry handhelds, Outlook mail client and Outlook Web App, Peregrine Ticketing software, HP IMACS and CAMS asset tracking software, HP laser printers, IBM Lotus Notes 6, Dameware Mini remote tool, Avaya softphone, Windows XP professional, Microsoft SCCM, Microsoft Image Deployment.