Shahzad Perez
Highlands Ranch,CO
Summary
Energetic results driven Manager/Senior support engineer with over 12+ years of experience in IT enterprise environment. Highly motivated, proactive, well organized professional that is able to multi-task in a fast paced environment. Ability to represent oneself and the company to vendors, partners and volunteers in a professional and respectful manner. Proven to manage delivery of complex multi disciplinary projects within agreed time and budget constraints. Demonstrated ability to be a team player and willingness to lend a hand with any project while working with users and Head office directorates as well as internal clients to deliver satisfaction of IT projects. Exemplary customer service along with finding a lasting solution to IT related issues for clients and end users. Outstanding interpersonal skills & communication abilities. Exceptionally Fast Learner. Analytical & Critical Thinker. Customer Service Expert. Directing and motivating the project team as appropriate. Unbreakable Commitment to a greater cause. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
7
7
years of professional experience
Work History
IT Director
National Environmental Health
Denver, CO
07.2021 - Current
- Serve as the first escalation point for entire dept.
- Serve as lead IT Escalation for staff/affiliates and projects.
- Partnered with staff to create professional development plans to support personal and business growth.
- Microsoft 365 Enterprise Department Administrator.
- Ensuring the operational health of the O365 Suite Applications including security, availability, performance, interoperability, and reliability.
- Administer and support Office 365 and MS Exchange policies.
- Administer and support system backup and disaster recovery processes.
- Manage department systems, hardware inventory, infrastructure policies & software licenses.
- Facilitate development of team member skills through training, mentoring, and shadowing.
- Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
- Analyzed financial data, developed budget and managed expenditures for technology services.
- Collaborated with and mentored technology staff, promoting synergetic partnerships, credibility and teamwork.
- Cultivated and maintained relationships to promote positive work culture.
- Met with stakeholders to address issues and implement solutions.
IT Manager Of Operations
Habitat For Humanity
Denver, CO
05.2019 - 07.2021
- Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
- Supervised, monitored and collaborated with resort staff and management team on all systems-related issues pertaining to the operation of the PMS and POS
- Managed day-to-day storage equipment administration to promote optimal system asset application.
- Operate and administer Microsoft Office 365, VMware, SharePoint, POS systems and hardware, VoIP, Active Directory, SaaS, web technologies, DNS and web hosting
- Configure, test, document, install and troubleshoot network equipment including routers, firewalls, VPNs, and Ethernet switches
- Provide technical support for both hardware and software issues our users encounter
- Represented the company in all job training seminars, classes, conventions and personal enrichment opportunities as identified by officers and top management
- Manage the configuration and operation of client-based computer operating systems
- Troubleshoot issues and outages
- Develop expertise to train staff on new technologies
- Walked customers through common phone hardware and software configurations to maximize service functionality.
IT Service Desk Analyst
State Of Colorado
Denver, CO
02.2021 - 06.2021
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results
- Resolved issues on initial calls using internal knowledge base, troubleshooting skills, experience and team resources
- Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Assisted in technical support process refinement to improve customer service and support.
Desktop Support Manager
ARAPAHOE LIBRARY DISTRICT
Englewood, CO
06.2016 - 05.2019
- Escalation point for team members who provide level 1 & level 2 support
- Provided level 3 support to end users physically and/or via remote software
- Ensured that the LAN & Wireless networks are always operational for all 9 branches and available to staff & patron users not including maintenance periods
- Troubleshoot Cisco & HP Routing protocols and Switch Configurations for both Public & Private Networks throughout District
- Created and Administered Active Directory accounts, Security groups, and Distribution list
- Supported and configured Shoretel IP Phone, Communicator, & Director systems
- Imaged & Configured static IP addresses, TCP / IP settings, and DHCP and DNS servers for all Patron/Staff facing Dell/Mac desktops & laptops
- Supported & Monitored all Windows and Mac end users ticket flow using SysAid Help Desk software
- 24 X 7 on call support technician with a bi-weekly rotation for entire district
- Awarded 3 “Impressions” awards within 1 month from various supervisors & staff members regarding excellent customer service along with finding a lasting solution to IT related issues for them
- Personally train & familiarize new hires onto team with environment, software's, & systems
Education
Microsoft Sharepoint Administrator/Site Owner -
New Horizons Computer Learning Center
09.2019
A+ Certification: Comp TIA 901/902 -
LeaderQuest IT Technical Institute
01.2017
Bachelor of Science - Computer Science
University of Hawaii
Honolulu, HI06.2008
Skills
SOFTWARE Microsoft Office Suites, Office 365, System Center Configuration Manager 2007-2012, Hyper-V Server 2012 R2, VNC and Windows Remote Desktops, SysAid helpdesk ticketing system, Faronics Deep Freeze Computer Management, Netscan IP Public & Private IP Addresses scanning, Shoretel IP Phone Director, Active Directory & Group Policy
OPERATING SYSTEMS Microsoft Windows, MacOS
HARDWARE Dell, HP, Mac Desktops/Laptops Mac, Android tablets & mobile phones (iOS, Android Shoretel Onsite IP phones
NETWORKING DHCP, TCP/IP, Static IP: Home & Work networking File & Print sharing VPN connectivity Implemented Telecommunications closet wire scheme, organization, & documentation Server Rack Configurations
PROFESSIONALISM Proven Excellent Customer Service Skills Exceptionally Fast Learner Analytical & Critical Thinker Customer Service Expert Directing and motivating the project team as appropriate Directing & motivating team as appropriate Unbreakable Commitment to a greater cause
Affiliations
• Awarded 7 “Impressions” awards from Arapahoe Library District from various supervisors & staff members regarding excellent customer service along with finding a lasting solution to IT related issues for them.
• Received Summit Utilities “Summit Peak Award” Feb 2015 for highest customer service rating score.
Timeline
IT Director
National Environmental Health
07.2021 - Current
IT Service Desk Analyst
State Of Colorado
02.2021 - 06.2021
IT Manager Of Operations
Habitat For Humanity
05.2019 - 07.2021
Desktop Support Manager
ARAPAHOE LIBRARY DISTRICT
06.2016 - 05.2019
Microsoft Sharepoint Administrator/Site Owner -
New Horizons Computer Learning Center
A+ Certification: Comp TIA 901/902 -
LeaderQuest IT Technical Institute
Bachelor of Science - Computer Science
University of Hawaii