MUHAMMAD HARISUDDIN
Atlanta,GA
Summary
Results-oriented Support Manager offering 0ver 12 years experience in field. History of implementing successful improvements to department and leading changes by example. Providing technical solution through high-quality service and support for organizations such as Hewlett Packard, Kaiser Permanente, state government and the United States Army.
Overview
24
24
years of professional experience
1
1
Certification
Work History
IT SUPPORT MANAGER, TOUR OPERATOR
VACATION EXPRESS/ SUNWING
ATLANTA, GA
07.2021 - Current
- Managed the day-to-day business operation of a client service desk and the support operations for the IT support team for Vacation Express's over 300 employees at multiple locations throughout the U.S. provided project management for IT infrastructure and software upgrades
- Established and implemented training programs to maximize team performance.
- Represents it, influencing executive management team decisions regarding software, hardware, training, and systems policies
- Managing all roll-outs and projects for a company-wide merger with Sunwing
- Planned, coordinated, and supervised technology deployment projects, moves, and roll-outs
- Created training materials to assist with rolling out new technologies
- Managed network and system performance, troubleshooting, security patching, and maintenance.
Senior IT Support Engineer
GEORGIA STATE ROAD AND TOLLWAY AUTHORITY
ATLANTA, GA
07.2017 - 01.2021
- Maintained and administered computer networks and related computing environments including computer hardware, systems software, application software, and all configurations
- Performed root cause analysis and general troubleshooting.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Created documentation that empowered users within the organization
- Standardized job tasks and trained junior team members on industry best practices and standards.
IT Service Desk Analyst
CATERPILLAR, INC, Construction Machinery And Equip
GRIFFIN, GA
12.2016 - 07.2017
- Responsible for supporting over 500 users at 5 different building location
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responsible for provisioning, installing, and maintaining computers, software, network, and phone system hardware and peripherals, answering support requests, Provide remote desktop support while troubleshooting basic to advanced technology issues
- Maintain equipment through routine repairs, monitoring, updates, and other activities.
SERVICE DESK ANALYST
KAISER PERMANENTE,American Integrated Managed Care
ATLANTA, GA
05.2016 - 12.2016
- Responsible For helping with the migration of over 200,000 users from IBM Lotus Notes to Microsoft Office 365
- Provided support for the following applications: Epic, Citrix, VPN/ SSL-RAS, and other applications specific to Kaiser Permanente
- Engaged in user support interactions via telephone, chat and email platforms.
- Provide remote desktop support using software such as PC Anywhere and Bomgar
- Created documentation for customer knowledge base.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
HELP DESK TECHNICIAN / FIELD
HEWLETT PACKARD, INC, AT ERICSSON GLOBAL
Atlanta, GA
01.2011 - 01.2016
- Global information technology services company
- Provide first-line desktop and helpdesk support for call volume of 120+ per month on variety of issues with computers, software, network, phone system hardware, and peripherals
- Perform equipment maintenance, including repairs, monitoring, and system update
- Migrated network and user resources to new location over one weekend, including moving switches and routers and reestablishing network connection
- Played key role in migration of 200 Windows 7 clients to Office 365, including merging of all data to new image
- Investigated and corrected problems with printers, copiers, and other peripheral devices.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
TECHNICAL SUPPORT TEAM LEAD
KNOLOGY, INC
Augusta, GA
01.2006 - 01.2011
- Charged with providing high-level technical support of network connectivity, telephony, and video issues
- Provided assistance to customers with billing issues and created trouble tickets for clients experiencing complex situations
- Escalated customer calls and tickets as needed
- Led team to achieve best technical support stats 3 times, by providing excellence in customer service and overall proficiency.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
INFORMATION TECHNOLOGY SPECIALIST
UNITED STATES ARMY, United States Armed Forces
Jackson, MS
08.1995 - 04.2004
- Selected to provide technical assistance to 100+ soldiers and staff, including resolving issues with network access, printing, and application software operations
- Charged with installing, configuring, and maintaining workstations in multi-location environment
- Performed backups and restore of user files
- Procured, configured, and installed new and recycled hardware systems
- Ensured adherence to company security and technical compatibility standards
- Streamlined maintenance of inventory records for hardware and software by implementing new relation database system, ensuring all software licenses were current
- Created effective system and software application documentation, providing users with quick access to frequently asked questions and known issues
- Recognized with Army Commendation Medal for support of 300+ Soldiers during Operation Iraqi Freedom.
Education
Bachelor of Science - Information Systems
Strayer University
05.2012
Associate of Arts - Cisco Networking
Augusta Technical College
12.2008
Skills
- TECHNICAL SKILLS
- Operating Systems: Windows XP, Vista, Windows 7, Windows 8, Windows 10, Mac OS X, Windows Server 2012, Windows Server 2016, IOS, Android
- Methodologies: Remedy, ICE Ticketing system, Fresh Service
- Software: Microsoft Office, Outlook, SharePoint, MS Teams, Citrix, Checkpoint Endpoint Encryption, BitLocker, IBM Lotus Notes, IE, Chrome, Firefox, Safari, Microsoft Office 365
- Protocols: RIP, RIPv2, IGRP, EIGRP, STP, TCP, IP(IPv4), UDP, ARP, Telnet, FTP, TFTP, HTTP, POP3, SMTP
- Hardware: HP Elitebooks, ProBook, Pavilion, HP LaserJet MFP, HP Officejet, Dell Latitude Dell XPS, Dell Vostro, Dell OptiPlex, Canon Image Runner Printers, Cisco phones
- Tools: MRI hardware diagnostic, Bart PE, PC Anywhere, Bomgar, LogMeIn, TeamViewer, PDQ Deploy, Smart Deploy, Ghost Imaging, FortiClient EMS, PDQ Deploy
Area of Expertise
IT Management ~ Hardware & Software Technical Support ~ Network & System Migrations ~Issue Resolution ~ ITIL ~ Data Migration ~ Data Backup & Restoration ~ Incident Response ~ Customer Service ~ Documentation ~ Desktop & Field Support ~ Ticket Escalation ~ Office 365 Administration ~ Intune Administration ~Active Directory ~ Project Management
Certification
ITILv4, Network+, A+, Security+, Cisco CCENT, MCSA, MCSE, AZ-104
Timeline
IT SUPPORT MANAGER, TOUR OPERATOR
VACATION EXPRESS/ SUNWING
07.2021 - Current
Senior IT Support Engineer
GEORGIA STATE ROAD AND TOLLWAY AUTHORITY
07.2017 - 01.2021
IT Service Desk Analyst
CATERPILLAR, INC, Construction Machinery And Equip
12.2016 - 07.2017
SERVICE DESK ANALYST
KAISER PERMANENTE,American Integrated Managed Care
05.2016 - 12.2016
HELP DESK TECHNICIAN / FIELD
HEWLETT PACKARD, INC, AT ERICSSON GLOBAL
01.2011 - 01.2016
TECHNICAL SUPPORT TEAM LEAD
KNOLOGY, INC
01.2006 - 01.2011
INFORMATION TECHNOLOGY SPECIALIST
UNITED STATES ARMY, United States Armed Forces
08.1995 - 04.2004
Bachelor of Science - Information Systems
Strayer University
Associate of Arts - Cisco Networking
Augusta Technical College
Similar Profiles
FERNANDO PRECIADOFERNANDO PRECIADO
Contact Center Team Lead at Vacation ExpressContact Center Team Lead at Vacation Express
Monique RichardsMonique Richards
Travel Consultant at Vacation ExpressTravel Consultant at Vacation Express
Tamara DunnTamara Dunn
Accounting/Fraud Prevention at Vacation ExpressAccounting/Fraud Prevention at Vacation Express
Samantha BostonSamantha Boston
Agricultural Commodity Consultant at Self Employed WebAgricultural Commodity Consultant at Self Employed Web
ALEXIS OUTLAWALEXIS OUTLAW
Senior Account Manager at Cvent Inc.Senior Account Manager at Cvent Inc.