AYYUB RAHMAAN
Houston,TX
Summary
Dynamic IT Support Specialist with a proven track record at Morgan Stanley, excelling in network configuration and troubleshooting. Expert in Cisco systems and Active Directory management, I enhance operational efficiency and user satisfaction. Adept at implementing cloud-based solutions, I drive results through effective communication and strategic problem-solving.
Overview
23
23
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Gulf Coast Community Services Association
Houston, Texas
08.2020 - Current
- Managed software installations and updates for over 100 users utilizing Elevate UC Phone software.
- Created Google Admin Profiles for Chromebook login and deployment.
- Configured workstations for new hires and desk relocations efficiently.
- Migrated laptops and PCs to Windows 11 during project deployment.
- Assisted with Cisco server, Fortinet switch, and network-related issues.
- Managed Azure Active Directory accounts to ensure secure user access.
- Resolved tickets through Spiceworks ticketing system, improving response efficiency.
- Installed, configured, and troubleshot Sentinel One security for all devices.
- Maintained accurate records of IT inventory for auditing and reporting purposes.
NETWORK SUPPORT ANALYST IV
MORGAN STANLEY
Houston, Texas
07.2016 - 07.2020
- Troubleshot and configured complex technical network issues with Cisco switches and routers.
- Performed port tracing and configured VLAN setups to enhance network performance.
- Provided deskside support, including imaging new equipment and transferring files.
- Built and re-imaged PCs, conducting preventive maintenance and remedial repairs.
- Installed, diagnosed, troubleshot, and repaired telecommunication systems including VOIP solutions.
- Documented and managed ticketing through ServiceNow to ensure timely resolution of issues.
- Supported installation and troubleshooting of ArcGIS and ARIES software for research teams.
- Resolved Active Directory permission issues and Symantec Endpoint Protection challenges.
TECHNICAL ANALYST II
JP MORGAN CHASE
Houston, Texas
09.2014 - 06.2016
- Delivered daily Tier II and III global remote desktop support for over 50,000 users across EMEA and AsiaPac.
- Troubleshot hardware and software issues via ticketing system, phone, email, and live chat.
- Configured Citrix and Oracle/SQL databases to enhance operational performance.
- Provided support for Office 365 and Office suite products including 2006 and 2013 versions.
- Maintained Windows Server environments, specifically versions 2003 and 2008.
- Assisted with operating system setups for XP, 2007, 2008, and MAC OS X.
- Configured Cisco and Avaya phone systems, resolving port issues and ensuring voicemail access.
- Performed onboarding and off-boarding processes for all employees.
DESKTOP SUPPORT / FIELD TECHNICIAN
Chevron Oil and Gas
Houston, Texas
09.2010 - 03.2014
- Resolved software and hardware troubleshooting issues to restore system functionality.
- Addressed networking problems, including LAN/WAN, TCP/ICP, FTP, and VPN.
- Executed hard drive replacements and managed upgrades from Windows Vista to 7 and MS Office 2007 to 2010.
- Created user IDs and assigned permissions through Active Directory for secure access.
- Supported remote access and Exchange Server functionalities in Windows 7 environment.
- Documented and escalated unresolved support cases to higher levels of technical support.
- Promoted to Team Lead for WIN 7 deployment across nationwide Chevron locations.
- Configured new desktop systems and laptops for incoming employees, ensuring necessary software installations.
TECHNICAL SUPPORT ANALYST II / REMOTE SUPPORT
Wells Fargo Bank
Concord, California
05.2002 - 08.2010
- Delivered first-level support and problem resolution for hardware and software applications to over 3000 users globally.
- Performed imaging and re-imaging of Windows XP and 7, troubleshooting issues while meeting SLAs using Wells Fargo software.
- Maintained SLA compliance through daily tracking of unresolved technical issues.
- Assisted clients with technical problems via email, live chat, and telephone communications.
- Set up workstations for new employees utilizing DVI and VGA cables.
- Collaborated with management to enhance service levels and improve techniques, achieving 100% client satisfaction.
- Configured Active Directory databases to support user access and security needs.
- Documented repair processes to streamline future technical support operations.
Education
Associate of Arts - Information Technology
Heald Business College
Bachelor of Arts - Communications/Sociology
University of Colorado A t Boulder
Skills
- Cisco and Fortinet networking equipment
- Cloud-based services
- Infrastructure as a service (IaaS)
- Platform as a service (PaaS)
- Software as a service (SaaS)
- Network and server configuration
- Hardware and software installation
- Windows 10/11 and macOS
- MS Office 365 proficiency
- Active Directory management
- Firewall management (Juniper, FortiGate)
- TCP/IP networking
- VMware virtualization
- Windows Server administration
- Network and port analysis
- Application installation
- Cat 5, 5E, 6 cabling
- Linux system administration
- Antivirus software management
Certification
- CompTIA A+ Certified
- CompTIA Network+ Certified
- Microsoft Certified Solutions Associate (MCSA)
- NSE3 Network Security Associate
Timeline
IT Support Specialist
Gulf Coast Community Services Association
08.2020 - Current
NETWORK SUPPORT ANALYST IV
MORGAN STANLEY
07.2016 - 07.2020
TECHNICAL ANALYST II
JP MORGAN CHASE
09.2014 - 06.2016
DESKTOP SUPPORT / FIELD TECHNICIAN
Chevron Oil and Gas
09.2010 - 03.2014
TECHNICAL SUPPORT ANALYST II / REMOTE SUPPORT
Wells Fargo Bank
05.2002 - 08.2010
Associate of Arts - Information Technology
Heald Business College
Bachelor of Arts - Communications/Sociology
University of Colorado A t Boulder
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