Muhammad Enamullah

• Demonstrated excellence in providing high quality technical support, training users, writing technical documents on SharePoint, troubleshooting, and resolving complex technical problems and issues.
• Working both independently and as a part of team player.
• Experienced managing / setting up Cisco Desktop phone jabber apps on desktop and mobile phone.
• Met and exceeded service level agreement within the organization.
• Giving support for office365, One note, SharePoint and end user devices
• Phone and tablet / IOS and tablet devices.
• Helped engineering team with various migration project i.e
• Windows 10 migration, Office 365 migration, Ping ID migration and citrix VDI migration.
• Helped on site / remote users over phone or Teams / Webex meeting issue related to windows login, network connectivity / Wifi issue, password related issue or issue related to 2nd factor authentication.
• Also, helped them with Office365 / outlook and other business apps issue.
• Provisioned Windows and MAC machines for new hire along with user provisioning and validated through automated report ensure machine is setup correctly.
• Dispatched the hardware along with all necessary accessories to new hire before their start date.
• Helped onboard user setting up their MAC / Windows machine after first login.
• Ensure Outlook /Teams apps, enterprise connect, and password synced properly with AD, also provide mid-level MAC support.
• Helped with reclaim ticket.
• Followed process of reclaiming ticket until hardware retrieved from user.
• Submitted lost / stolen ticket and reach out to recovery team if unable to receive within given time.
• Provided Citrix VDI / VMware Horizon support which includes Xen Desktop / Xen App and AppSense / Ivanti
• Managed and maintained video conferencing equipment and performing weekly health checks.
• Support and manage video conferencing meetings via Microsoft Teams / Outlook / Webex and support AV and video conferencing room.
• Documented and reported issues voice support team via JIRA ticketing portal
• Identifying and resolving issues related to computer and network connectivity in person and remote users
• Also, assisting in testing, analyzing issues, and reporting to product owners
• Provide MFD network printer and plotters device
• Competed dell certified dispatched certification to be able to open service request call with dell to fix all hardware break fix issues
• Provided on call (Service Desk) / Teams service channel support and submitted ticket for application support team during COVID 19 times when our users were working from home.

• Working as Desktop Support Level II technician on 500+ Windows 7 rollout project at TD Ameritrade Jersey City location
• Build the new dell desktop and laptop through SCCM and WinPE disk
• Used UT account to install business specific application through pre created template for each business unit
• Controlled and resolved issues related to application licenses while migrated through Win XP to Win 7
• Initialized and uninitialized wave security software to secure portable devices and authorized user to access the device
• Backed up and restored user current profile / outlook custom settings including PST file through script file provided by engineering team
• Assigned special permission to certain users on request of department head, also involved in little bit administrative task i.e
• Password reset, unlock user account, and move computer object
• Used PC Anywhere software to remotely access the user machine for troubleshooting purposes
• Track and resolves all issues through Remedy, also involved in the process of drive wiping, inventory update
• Troubleshoot and resolved daily basis issues related to nonbusiness application including outlook, password, and network related issues in timely manners
• Installation and configuration of Citrix VPN access gateway client
• Involved in physical moves, disconnect, and reconnect the pcs.

• Started my responsibilities with staging of HP laptop / desktop and deployment of PCs, then promoted as a lead tech of staging function, my daily duties are consisted below.
• Staging of HP laptops / desktops with Windows 7 Professional image by using lite touch automated installation method also installation of software packages for each business unit as per their requirement by utilizing bat file script.
• Using Win-Magic Secure Dock encryption software to encrypt portable devices to protect unauthorized uses and data security, also using Bomgar software to backup user profile and data remotely.
• Migrating user profile and data from Win XP to Win 7 by using DSC COE migration tool uses USMT utility.
• Also using bat file to backup / restore Lotus Notes and Firefox profile.
• Finally verifies profile and data have been backed up properly.
• Manually install the drivers of local printers, scanner and webcam if they didn't migrate.
• Also, set-ups of docking stations and multiple monitor’s hook-ups
• Troubleshooting daily based computing problems ranging of staging, migration, HDE encryption profile, network password, token password, network connectivity and related to other application software.
• Tracking, update and resolves all jobs through BMC Remedy v7.5 ticketing software.
• Involve in the process of drive wiping, inventory control, removal and update.
• My achievement is creation of multiple bat files for installation of software packages as per requirement of each business unit.
• Also modified Lotus Notes bat file to able to perform backup / restore function without login in user profile.

I am working on a desktop PCs / infrastructure upgrade project for Financial Firm at different department across the multiple building
Staging of new workstation with Windows 7 Professional Image
Deployment of ~12000 desktop PCs and Laptop including cable management and system testing for network connectivity, upgrades, and quality assurance
Migration of user profiles / data from XP to Windows 7 machine using USMT 4.0 also verifies that the profile migrated correctly.
Performed system administration for user accounts, permissions and group policies utilizing Active Directory
Resolved DHCP and DNS issues using TCP/IP tools also joined workstation to the correct segment of the Domain controller.
Resolved PCs and Laptop issues also manually install the drivers of local printers, scanner and webcam if that didn't migrate
Configured up to four monitors attached with single pc to compete the requirement of critical trading softwares
Contribute a significant role in the process of drive wiping, inventory control and removal also update the status in share point.

• As senior customer support executive I had a very pivotal role in supporting our diversified clientele using different operating platforms, my responsibility includes prompt action and swift solution to their technical problems related to network and systems
• Played effective role in deployment of Server Centric solutions using Wyse thin clients and conventional PCs with peripherals such as Barcode Scanners, POS Printers, Scanners and all kind of Printers
• To meet the daily challenges of our innovative clients , I as a team lead planned, setup and implemented a comprehensive in-house virtualization setup including VMware VDI, Citrix XenDesktop / XenApp , Microsoft Terminal Server (RDP 7.x) setups with different cloud computing connectivity including conventional PCs and Wyse thin client solutions
• Collaborate with other technology vendors like (VMware, Citrix, Dell, etc.)
• Demos and presentations of Wyse products and solutions also post-sales technical consulting for reseller and customers
• Training / implementation of Wyse software including WDM, WSM, TCX, etc
• Reproduce technical issues promptly and escalation R&D of new products
• Excellent operating knowledge of various operating systems such as Linux and Windows Enterprise Server, networking software and other application software
• Experienced in customization of thin client based operating system as per customer needs / requirements i.e
• (Win CE, Linux, Win XPe, WES 7, WES 2009 etc.)
• Possessed excellent leader ship qualities and thorough Team Player
• Experienced in handling day to day technical issues, planning for upgrades and scheduled maintenance, task prioritization, etc
• Have extensive knowledge and experience to set up and manage solutions based on Microsoft RDP in LAN, WAN and Wi-Fi environments
• Provided local and remote support for branch offices by telephone and using Remote Desktop, VNC and Team viewer
• Responsible for other duties as assigned also able to work independently and under pressure.