Mac OS
ZAIN AHMED
Senior System Administrator
Somerset,US
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 10 years of progressive IT experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior System Administrator
Eversana
Berkeley Heights, New Jersey
04.2021 - Current
- Administered systems including creating or editing security groups, application deployments (collections, advertisements, task sequences, etc.), patch management, general troubleshooting, log analysis, upgrades, and active directory group policy
- Responded to incoming service and incident requests directly or via escalation related to application, network, infrastructure, or hardware
- Provided support to local and remote employees for a suite of proprietary and custom software applications
- Performed system monitoring to ensure service level agreements are met and alerted appropriate IT staff and management of any downtime
- Worked in partnership with all IT teams to find solutions, and/or escalate issues to appropriate IT groups for resolution
- Documented system processes and procedures
Enterprise Support Specialist ll
Eversana
Berkeley Heights, NJ
04.2020 - 04.2021
- Configured new users, set up and repaired user workstations and peripheral IT equipment, managed user access control, and administered phone systems
- Routed incoming incident and service requests to the appropriate support group or individual
- Maintained accurate and timely records in issues tracking system
- Escalated issues as needed and collaborated with other teams to see issues through to resolution
- Maintained support documentation
- Participated in professional development and team improvement initiative
- Image and software deployment using SCCM
- Remote support using Microsoft Teams, RDP, and TeamViewer
- Mobile Device Management using Azure/Intune portal
System Administrator
Alliance Life Sciences (Acquired By EVERSANA)
Somerset, New Jersey
04.2018 - 04.2020
- Provided first-level troubleshooting of on-site and off-site infrastructure problems or systems failures involving hardware and software; recommended and implemented corrective solutions
- Managed the full cycle of incident management through a sophisticated help desk management system (Zendesk)
- Trained users on software and equipment usage
- Collaborated with management, employees, and consultants located in the United States, Europe, and Asia
- Worked under the supervision of Associate Director, IT to develop long-term strategies and capacity plans for meeting future desktop hardware needs and organizational objectives
- Developed and maintained the policy and procedure documentation standards for employees to ensure ease of use and improve overall system and application productivity
- Assisted IT team with the configuration and maintenance of wide and local area network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, cabling, and Internet services
- Managed network users’ accounts, user environment, directories, and security
- Maintained an accurate inventory of laptop and server inventory
- Ensured that all laptops/servers and applications are current with vendor security patches and service packs
- Consulted with the Associate Director, IT to develop system solutions consistent with organizational objectives
- Researched and evaluated new technologies as needed; installed and tested software upgrades as needed
Desktop Support Technician
CRP Industries
Cranbury, New Jersey
05.2014 - 04.2018
- Responsible for the day-to-day support of Management of Information Systems (MIS) hardware and software for the company
- Served as the initial point of contact for troubleshooting all IT related problems
- Provided first or second-tier technical support to company employees for desktop systems software, hardware, and network infrastructure
- Supported the senior network administrator in managing internal network including monitoring firewall
- Maintained security for the organization by applying patches and performing monthly updates on the server
- Installed, configured, and troubleshot desktop systems, workstations, servers, and network issues
- Maintained network users’ accounts, user environment, directories, and security
- Participated in the development of information technology and infrastructure projects
- Researched and evaluate new technologies as needed; install and test software upgrades as needed; perform other maintenance activities
- Communicated technical information to both technical and non-technical personnel
- Assisted with the configuration and maintenance of wide and local area network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, cabling, and Internet services
- Administrated Salesforce and SharePoint (Office 365) troubleshot and worked with end-users to ensure that applications meet their needs and keep pace with changes in program operations, policies, and/or procedures.
System Administrator
American Homes & Textiles
Metuchen, New Jersey
09.2012 - 05.2014
- Delivered a complete range of IT services and consultancy for IT-related solutions
- Successfully performed migration of systems working on outdated software to the new software environment
- Troubleshot on and off-site infrastructure problems or systems failures involving hardware and software to determine the causes and possible solutions; recommends and implements corrective solutions
- Provided advice and support to all users including printing, software, and hardware related issues
- Responded, managed, and tracked the needs and questions of employees concerning their access to resources on the network and the operation of various desktop and applications software programs
- Installed, maintained updated, and support all applications, systems, and communications software
- Planed, scheduled, and implemented network hardware and software maintenance requirements and upgrades
- Troubleshoot network, systems, and applications identifying and correcting malfunctions and other operational issues
- Assisted with the development and enhancement of relevant standards, procedures, and guidelines
- Set up the communication infrastructure to provide effective, efficient interaction with a prescribed user area
- Administrated Windows, Exchange, and VMWare systems
- Participated in the planning and execution of migration to new software and hardware such as new operating systems, Active Directory, Exchange, VPN, VMWare, and Server 2003, etc.
Customer Service Representative
Dr.Leonard’s Healthcare Corporation
Edison, New Jersey
01.2010 - 09.2012
- Handled customer inquiries, complaints, billing questions, and payment extension/service requests
- Calm angry callers, repair trust, locate resources for problem resolution, and design best-option solutions
- Interface daily with internal partners in accounting, field services, new business, operations, and consumer affairs divisions.
Education
Bachelor of Science - Computer Science: Information Systems
Kean University
Union, NJ 05.2001 -
Skills
System upgrades
Multitasking Abilities
Planning and Coordination
Dependable and Responsible
Program installations
Hardware knowledge
Product development
Infrastructure planning
Decision Making
Excellent Communication
Attention to Detail
Written Communication
Software
Microsoft Windows and Server OS
Apple iOS and Android OS
Salesforce
Microsoft Office 365/ SharePoint 365
Microsoft Azure/ Intune/ Exchange 365
Webex, Teams and Zoom
ServiceNow
Symantec/ Malwarebytes/ Sophos
Acronis/ SCCM
Adobe Suites
Hyper V/ VMware
Active directory
RDP services
Certification
ITIL® Foundation Certificate in IT Service Management
Timeline
Senior System Administrator
Eversana
04.2021 - Current
ITIL® Foundation Certificate in IT Service Management
12-2020
Enterprise Support Specialist ll
Eversana
04.2020 - 04.2021
System Administrator
Alliance Life Sciences (Acquired By EVERSANA)
04.2018 - 04.2020
Desktop Support Technician
CRP Industries
05.2014 - 04.2018
System Administrator
American Homes & Textiles
09.2012 - 05.2014
Customer Service Representative
Dr.Leonard’s Healthcare Corporation
01.2010 - 09.2012
Bachelor of Science - Computer Science: Information Systems
Kean University
05.2001 -