Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Mustafa Rahmaan

Shreveport,LA

Summary

More than 15 years of experience with proven expertise in hardware, software and networking environment. With exceptional customer support and service Involved in several IT projects in a large, complex network operation center Provide onsite (at desk) service to customers, along with using control and administration tools. Extensive experience in issues related to Intranet, IP, DHCP, WINS, DNS, RAS, VPN, FTP, Telnet configuration, implementation, and management

Overview

26
26
years of professional experience
1
1
Certification

Work History

IT Support – Hardware Support Specialist

PioneerRx – Redsail Technologies
06.2024 - Current
  • Install PioneerRx Pharmacy Software remotely on all workstations and laptops at each site
  • Providing outstanding in-depth customer service and troubleshooting techniques for printers, document and barcode scanners, ipads, iphones, androids along with new workstation setup
  • Setup hotspot connectivity when internet fail and ensure critical devices are connected
  • Create tickets using Support Center with ability to efficiently manage time and multi-task
  • Monitor Dell Servers daily activities using NinjaOne for all clients
  • Understanding of networking concepts (TCP-IP, DNS, DHCP)
  • Use good judgement and possesses ethical work values
  • Proficient in setting up devices for Scriptpro, Vow, Dispill, Parata, Eyecon, Kirby Lester, Ohaus Scales, FedEx, UPS, Endicia (USPS) Shipping Solutions

Cyber Security Analyst (CSOC)

General Dynamics Information Technology, Inc / Department of Education
03.2023 - 05.2024
  • Monitors and reports on call volumes, alarm responses, and incident reports to ensure appropriate levels of service are met.
  • Identifies and responds to incidents, to prevent or limit damage to assets, and report incidents.
  • IDS monitoring and analysis, network traffic and log analysis, prioritization and differentiation between potential intrusion attempts, determination of false alarms, insider threat and APT detection, and malware analysis.
  • Carries out triage on security events, coordinates incidents with Incident Management Team, IT operations, network engineering, and application teams.
  • Coordinates the development of reports from the SIEM, NIDS, and HIDS.
  • Provide updates to the daily security operations briefing.
  • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Diagnose, identifies, isolates, and analyzes problems utilizing historical database records.
  • May route calls to product line specialists, application, or system support specialists.
  • Maintains and updates records and tracking databases.
  • Alerts management to recurring problems and patterns of problems.
  • Technical Skills: Familiarity with security practices and networking, ticketing, and reporting.
  • Security Tools Experience: Tenable, Mcafee ePO, Splunk, Palo Alto, Forescout, RSA Netwitness.

Customer Operator II

General Dynamics Information Technology, Inc / Veterans Affairs Helpdesk
06.2022 - 03.2023
  • Resolving technical problems and answering queries by telephone, chats or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access and telecommunications systems.
  • Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records.
  • Routing calls to product line specialists, application, or system support specialist when appropriate.
  • Alerting management to recurring problems and patterns of problems.

Network Engineer

Highpoint Technology Group
07.2020 - 01.2021
  • Responded to customer incidents and requests received via phone, email or Connectwise
  • Monitor ticketing and Remote systems to meet SLAs.
  • Where possible, resolve customer request on first contact.
  • Maintained Meraki Firewalls and VPN connections.
  • Installed Office 365 Professional & Adobe Professional for each customer.
  • Installed and Reimagined Laptops to be shipped to customers as they were onboarded and offboarded via Make-Ready.

Network Operations

World Cinema Inc … A Reseller of Dish Satellite to Major Hotel Brands
02.2019 - 11.2019
  • Respond to major incidents; Identify and categorize incident, send internal and external notifications in accordance with pre-defined protocols. Perform troubleshooting and diagnosis of hardware, software and networks; escalated appropriately. Contribute to after-action analysis.
  • Wired and Wireless Administration of Dish Network Channels For Guest
  • OSI and TCP/IP references models
  • Implement & Troubleshoot connectivity issues related to external and internal networks
  • Floodgate, Cybertron-Adam Server, Smartbox, Cisco 8
  • Series Configuration & Upgrading

System Network Administrator

Computers Plus Networking Contracted to Victory Prep Academy (formerly Benji Special Education Academy)
05.2009 - 02.2019
  • Maintained Infrastructure for Charter School
  • Installed 10 Dell Windows 2003, 2008 and 2012 Servers
  • Active Directory Infrastructure Deployment
  • Installed 150 desktop workstations. Managed three Support Analyst who dealt with Email tickets from staff & students to resolve issues which became a resolution team
  • Worked with ISP troubleshooting network outages, latency & adding users to VPN

Network Security Operations Center

CompuCom/ Formerly Getronics – Network Analyst
06.2000 - 05.2009
  • WAN/LAN Networks: 8+ years Network Operations experience in a Large Complex Network Security Operations Center, Giving Outstanding Customer Service
  • Monitor global networks consisting of 25,000+ devices including Cisco & Nortel Routers, Cisco Catalyst, Nortel Baystack & Marconi Switches, SAP, Linux & Windows Servers.
  • Utilize HP OpenView Network Node Manager, HP OpenView for Network and system monitoring tools to perform multi level troubleshooting and resolution of hardware, software & circuit related problems
  • Provide assistance to engineering and management with special projects including the configuration of various routers, switches and servers
  • Maintain detailed database for customer equipment inventory and invoicing for hardware and software installs telecom and service provider maintenance, order provisioning and cancellation to ensure budgeting and proper billing
  • Maintain standard operating procedures, escalation policies and change management processes for various contracts and customers
  • Research, develop, and presented contract-specific training for NSOC analyst group

Education

Information Technology/System Administrator-Certificate -

My Computer Career
Houston, TX
08-2019

Skills

  • Customer service
  • Remote support
  • Support services
  • Customer relationship management

Certification

  • Pending To Take Test
  • Comptia CySA+ 2022
  • Comptia Security+ 2019
  • Comptia Network+ 2019
  • Comptia Server+ 2019
  • MTA: Networking Fundamentals 2019
  • MTA: Mobility and Device Fundamentals 2019
  • MTA: Windows Server Administration Fundamentals 2019
  • Linux Essentials 2019
  • MTA: Security Fundamentals 2018
  • Cisco Certified Network Associate (CCNA) 2010
  • Comptia A+ 2000

Interests

Enjoy Challenges and Working with People…Interested in Productivity…Willing To Excel, Simply Want to Help Keep the World Connected by Mustafa Abdur Rahmaan

Timeline

IT Support – Hardware Support Specialist

PioneerRx – Redsail Technologies
06.2024 - Current

Cyber Security Analyst (CSOC)

General Dynamics Information Technology, Inc / Department of Education
03.2023 - 05.2024

Customer Operator II

General Dynamics Information Technology, Inc / Veterans Affairs Helpdesk
06.2022 - 03.2023

Network Engineer

Highpoint Technology Group
07.2020 - 01.2021

Network Operations

World Cinema Inc … A Reseller of Dish Satellite to Major Hotel Brands
02.2019 - 11.2019

System Network Administrator

Computers Plus Networking Contracted to Victory Prep Academy (formerly Benji Special Education Academy)
05.2009 - 02.2019

Network Security Operations Center

CompuCom/ Formerly Getronics – Network Analyst
06.2000 - 05.2009

Information Technology/System Administrator-Certificate -

My Computer Career
Mustafa Rahmaan