Rizwaan Syed
Business Analyst
Bolingbrook,IL
Preferences
6+ years of experience in Information Technology with an emphasis on Business Analysis. Strong work experience in problem analysis, resolution, and ability to use good judgement to conclude the proper action. Exhibits strong comprehension of software development life cycle (SDLC) Also comfortable working with waterfall and agile (scrum) methodologies. Ability to work independently as well as within a goal-oriented project team. Exhibits strong organizational skills, attention to detail and follow-through.
Overview
6
6
years of professional experience
1
1
Certification
4
4
Languages
Work History
Sr, Helpdesk Analyst
Joseph T. Ryerson Inc
Lisle
11.2021 - Current
- Routing Helpdesk tickets to the appropriate teams and escalating high priority tickets
- Managing and troubleshooting VPN clients on mobile devices and laptops
- Hardware reimaging and wiping devices from separated employees and working on inventory processes
- Setting up Printers and Desktops remotely using VPN and remote desktop connection
- Troubleshooting Citrix server issues
- Assisting internal users with mobile device management enrollment of company devices
- Working with Salesforce, SAP, AS400 Issues
- Troubleshooting with internal employees on all O365 Products
- Opening third-party tickets for office printer (RICOH)
- Checking network connectivity for all nationwide plants.
Support Technician/ Team lead
ELCA & MIF, Evangelical Lutheran Church
Chicago, America
05.2016 - 11.2021
- Responsible for leading daily stand-up meeting to prioritize tasks and to ensure SLA tickets were completed within appropriate time
- Testing software with pilot staff members to ensure software preparation prior to deployment
- Lined up resources for software deployment projects with Web developement and infrastructure team
- Working with IT Project managers to follow through with IT projects from start to completion
- Meeting with stack holders to gather requirements and take notes
- Active involvement with employee development, through training, coaching and performance management
- Troubleshooting with third party vendors to resolve incidents and monitoring ticket que and guiding the team to close all priority incidents
- Deployment of mobile devices and having organizational management of devices
- Researched for company products, devices and tools that would be the most efficient and cost-effective for the organization
- Installation of banking applications and software through SCCM or manual install
- Hardware reimaging and wiping devices from separated employees and working on inventory processes
- Printer and scanner setup for check processing
IT Service Desk Technician
PSAV
Schiller Park, Illinois
06.2015 - 02.2016
- Route questions and information to the appropriate departments
- Created and managed escalation procedures and ensured service levels were maintained
- Troubleshooting with applications and browser issues
- Manually and remotely setting up Printers and Desktops
- Assisting internal customers by unlocking and resetting password resets
- Hands-on experience in dealing with customers and their complaints and queries
- Outlook 365 set up on mobile devices, PC’s and MAC’s
- Independently resolved recurrent system lockup issue through Active Directory Domains
- Various password resets and troubleshooting of password related issues
- Configurations of bag tag, boarding pass and message printers
- Provided help desk and troubleshooting support via remote support
- Created Service tickets for on-site technicians and from network operation teams
- Assisting user with exchange migration.
Education
Certified Business Analyst Training -
Northeastern Illinois University
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College Of Dupage
Skills
Experienced Office Package : MS Office Suite; 365 (TEAMS, Outlook, Communicator, Word, Excel, PowerPoint, Project, One Note, Access)
Business Analytic Software: Technical Systems : Jira, Confluence, SQL, SAP, Saleforce, Microsoft PowerBI and Access, Azure Analytics, IBM Cognos BI / TM1
IT Technical software: Accessory manager, SSL VPN remote access, TeamViewer, ECIS, Brightworks, CRM, Oracle, Helios, Cherwell, Skype for Business, Apple Icloud, Dropbox, Adobe Pro, Adobe Creative cloud, SCCM remote viewer, SCCM management console, Intune, RDP, Azure, Sharepoint, Samange, SolarWinds, Citrix Workspace Receiver, Citrix Director, Global Protect VPN, SAP, Saleforce, 8x8 Call system, Quick Assist and AS400
Certification
CBAP - Certified Business Analysis Professional
Timeline
CBAP - Certified Business Analysis Professional
09-2022
Sr, Helpdesk Analyst
Joseph T. Ryerson Inc
11.2021 - Current
Support Technician/ Team lead
ELCA & MIF, Evangelical Lutheran Church
05.2016 - 11.2021
IT Service Desk Technician
PSAV
06.2015 - 02.2016
Certified Business Analyst Training -
Northeastern Illinois University
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College Of Dupage