Saif Mazhar
Morton Grove,IL
Summary
Seeking a technical position where I am able to utilize my extensive technical skills in areas such as desktop migration, software deployment, and Cloud Migration MFA (RSA) that would also challenge me in cutting edge technology in a changing environment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Systems Administrator
DELOITTE SERVICES LLP.
12.2016 - Current
- RSA MFA – Supporting multi-factor authentication for the entire federal environment
- Implemented and configured RSA Authentication Manager for secure multi-factor authentication for 3500 personnel
- Implemented RSA self-service Web Front End for end users
- Assisted users in troubleshooting access issues with SharePoint, VPN, Thycotic Server, EFT, Active Directory, Active Roles, including Multi-Factor Authentication application such as RSA
- Help troubleshoot RSA token issues with end users and navigating them into the appropriate environments
- Access control requests for Active Directory, SharePoint and other technologies
- Verified that tickets are dispatched to the correct assignment group
- Basic troubleshooting and administration of web-based applications, operating systems (desktop and server) and basic networking requests such as firewall and DNS tickets
- Resolved tier 1 and tier 2 level support calls
- Performed special projects or tasks as assigned such as RSA or AWS
- Participated in an on-call rotation for after-hours support
- Interfaced with the IT managers and users on business and technical issues
- Provided maintenance and technical support utilizing current and emerging technologies
- Ensured that all operations guides and configuration documentations are well written and follows, up to date and follows a change management process
- Maintains systems compliance and support Fedramp controls as published in NIST 53 v4
- Created AWS EC2 instances
- Utilized AMIs, with preinstalled agents for EC2 instantiation in GovCloud
- Migrated applications to the cloud such as RSA from on-prem to EC2 servers in AWS
- Provided Account support and provisioning utilizing Active Directory for internal and external accounts as well as service accounts and GMSA accounts
- Supported 1500 + servers across the federal domain
- Supported vmware horizon client access and user support
- Closed 50-75 tickets on average per week and created weekly reports using ServiceNow
- Worked closely with Cyber Security for approving changes in the federal environment such as software installs and firewall rules in Tufin creating RFC’s and acquiring the proper approvals.
- Orchestrated integration and communication of software upgrades.
- Configured and tested Windows Server operating systems with roles features.
Office Manager
MCC.
12.2014 - 12.2016
- Deployed Windows XP Pro to Windows 7 Pro
- Configured Organized cemetery infrastructure on to excel spreadsheet for multiple cemeteries
- Created a standard Windows 7 image for company
- Created employee time reports and schedules
- Installed and upgraded applications for end users (Office 07, Antivirus, etc.)
- Upgraded and replaced desktop and laptop Hardware (RAM, LCD, CD/DVD, graphics cards, keyboards, hard drives, and cooling fan)
- Tracked inventory of hardware and software using custom Microsoft Access Database
- Installed and managed local and network printers (managed using HP management software, clear queues, reboot printers, reset error messages…)
- Removed Viruses, Spyware, Malware and nonstandard applications (P2P file sharing software)
- Provided suggestions for the purchasing of software and hardware (various laptops
- Antivirus, adobe)
- Performed inventory supply tracking and ordering new supplies
- Setup network shares for staff to easily share files and install company standard applications
- Created and managed SharePoint.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Managed senior-level personnel working in marketing and sales capacities.
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Defined clear targets and objectives and communicated to other team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Technology Support Services Analyst
Hfs.
09.2013 - 09.2014
- Researched, planned, installed, configured, maintained and upgraded hardware and software interfaces with the operating system
- Analyzed and evaluated present or proposed business procedures or problems to define data processing needs
- Migrated from Windows Vista to Windows 7
- Created and developed various images per clients’ needs
- Hosted New Hires by training them on their laptops on their first day with the firm
- Imaged new machines
- Prepared detailed flow charts and diagrams outlining systems capabilities and processes
- Troubleshot and resolved hardware, software, and connectivity problems, including user access and component configuration
- Installed, configured, and upgraded desktop hardware and peripherals to include; network cards, printers, modems, mice and add-in boards
- Worked as a team member with other technical staff (National and International), such as networking, Security, and Infrastructure to ensure connectivity and compatibility between systems
- Followed and met a strict Service Level Agreement (SLA) time frame
- Conducted technical research on system upgrades to determine feasibility, cost, time required, and compatibility with current system
- Documented system problems and resolutions for future reference in Knowledge Base.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Evaluated customer needs and feedback to drive product and service improvements.
- Observed packing operations to verify conformance to specifications.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Gathered, organized and input information into digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed effective improvement plans in alignment with goals and specifications.
- Created and managed project plans, timelines and budgets.
- Maintained database systems to track and analyze operational data.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and input information into database system.
- Frequently inspected production area to verify proper equipment operation.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Desktop Support
BCBSA
12.2011 - 04.2012
- Packaged applications in a dual Windows environment XP and Win 7/32 and 64-bit
- Interfaced with business owners to gather software requirements for complex applications
- Provided Desk-side, Phone support, and Remote support to users Relating to Desktops /Laptops (Dells), Printers (Xerox, HP, and IBM), and networking issues
- (Windows XP/2000 platform)
- Assisted in identifying Tier levels for the application inventory and updated master packaging tracking document in a timely manner
- Resolved all hardware, software, network, and printing issues
- Utilized tools such as Regmon, Filemon, and Procmon to identify application changes on the OS
- Imaging (Novell Zenworks) new laptops (IBM, DELL) & desktop (MPC & DELL) pc for current users, new users
- Provided hands-on support and repair for desktops and laptops
- Installed software upgrades, patches, and maintenance for virus + spyware.
Desktop Support
WE ENERGIES
02.2011 - 12.2011
- Utilized HP Radia to package application for Windows 7 deployment project
- Familiar with HP Radia packaging methodology and deployment in various user environments including Pub, QA, and Production
- Adhered to UAT packaging standards as set forth by the organization
- Provide Desk-side, phone, and e-mail support (Windows XP platform) to employees relating to Desktops (HP), Laptops (Dell & HP), Printers (Xerox & HP), and networking issues as well as application issues
- Liaised with primary requester for requirements gathering, analysis, design, development, test and Implementation
- Resolve all hardware, software, and network issues
- Imaging (Norton Ghost) new workstations for current users, new users, & retail stores
- Provide hands-on support/repair for desktops and laptops
- Installing software upgrades/patches.
Help Desk
TEKSYSTEMS
10.2010 - 01.2011
- Provide Desktop support to employees on an XP platform
- Including password reset, wireless home, office network connectivity, windows, office related issues, network and local printer issues
- Software delivery to all end users using Altiris software delivery system
- Address all end user software and hardware issues
- Re-image Laptops using Norton Ghost
- Backup user’s files, add PC to domain, customize PC as per IT guidelines
- Provide network printer support, access printer servers and clear errors.
Desktop Administrator
Chicago MEDICAL CLINIC.
07.2007 - 10.2010
- Build Computers and Configure them as per doctor’s request
- Designed, developed, and maintained a database containing client and patient information
- Installed and configured NIC cards, memory, modems, and other hardware/software as needed
- Data entry, and file organization in alphabetical order
- Troubleshooting of IBM, HP, Dell, Toshiba laptops and desktops.
Complete Schedules
SPHERION – (ACXIOM CDC, INC.)
08.2006 - 01.2007
- Monitoring tape request and mounting tapes, and track production work
- Operate the mainframe attached printers at the main building as well as two satellite buildings
- Duties included maintenance, Tape delivery, service, equipment, maintain inventories, also customer demands for receiving, pulling, labeling, notification, and out coding the ship tapes
- Generated tapes list, pulled and scanned tapes for offsite vaulting
- Utilized UNIX commands to create media
- Monitoring (MVS) councils on the mainframe and also monitoring 38 hundred Laser printers and (JES 2) commands.
Education
Associate of Arts - Information Technology
North Eastern Illinois University
Chicago, IL01.2032
Skills
- Technical Support & Troubleshooting: Desktop & laptop support, hardware/software troubleshooting, multi-function machines, and network & system security
- Systems Administration: Active Directory, Windows Server (2008-2019), VMware, AWS EC2, RSA MFA, and server & desktop optimization
- Cloud & Migration: Cloud migration, AWS, RSA authentication migration, and application migration
- Security: Network and systems security, RSA Authentication Manager, multi-factor authentication (MFA), FedRAMP controls, and cyber security change management
- Software & Tools: Microsoft Office (2003-2013), SharePoint, ServiceNow, Remedy, HEAT, F5, EFT, VMSphere, Norton, McAfee, Iron Mountain Backup, and Microsoft Access
- Networking: Basic networking requests, firewall/DNS, and connectivity issues
- Ticketing Systems: ServiceNow, Remedy, HEAT, and Service Desk
- Database Management: Microsoft Access
- Mobile Devices: Windows Mobile, Android, and iOS
- Project Management: Change management, technical project oversight, and SLA compliance
Certification
- AWS CERTIFIED SOLUTIONS ARCHITECT - ASSOCIATE
- PROFESSIONAL SCRUM MASTER
Timeline
Systems Administrator
DELOITTE SERVICES LLP.
12.2016 - Current
Office Manager
MCC.
12.2014 - 12.2016
Technology Support Services Analyst
Hfs.
09.2013 - 09.2014
Desktop Support
BCBSA
12.2011 - 04.2012
Desktop Support
WE ENERGIES
02.2011 - 12.2011
Help Desk
TEKSYSTEMS
10.2010 - 01.2011
Desktop Administrator
Chicago MEDICAL CLINIC.
07.2007 - 10.2010
Complete Schedules
SPHERION – (ACXIOM CDC, INC.)
08.2006 - 01.2007
Associate of Arts - Information Technology
North Eastern Illinois University
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