Saima Zulfa

Client:Cengage

Role: IT Support.

Trouble shooting all the software and hardware related issue is the designated work to find the resolution.

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· Server Installation and Configuration :

Install, configure, and maintain Windows Server operating systems.Server Roles and Features : Implement and manage server roles, features, and components.Troubleshooting and Support : Respond to server-related incidents, service requests, and provide technical support

· Manage user account :

Account set up – help with onboarding cases

· Monitor and manage office 365 service health and incident management.

· Worked on distribution list , Providing access to Dl’s to various users and provide delegate email access

· Installed and configured laptop’s, peripherals and printers.

· Collaboration: Collaborate with network administrators, security teams, and other IT professionals on cross-functional projects

· Worked with VM-ware horizon ( VDI)

· Worked on Active directory for DL creations, adding/removing users from specific distribution lists along with Creating groups and monitoring the groups.

· Monitored the Solar winds for alerts and checked on errors. Informed about alerts to teams wherever necessary

· Worked on Complex ticket and checking the issue finding out the root cause.

Performance Monitoring and Optimization: Monitor server performance

Collaborate with other IT teams to resolve complex issues

Finding out the root cause of the issue

Checking and analysing the given data

Documentation: Maintain accurate documentation of server configurations, procedures, and troubleshooting steps

1.Windows Server Management & Virtualization-

Administering Windows servers and maintaining virtual environments using Virtual Center Server, vSphere, Vmanage, and Nutanix Prism.

2.Active Directory & Group Policy Management -

Managing user and group permissions within Active Directory (AD). Creating and maintaining Group Policy Objects (GPOs) to enforce security configurations and organizational policies.

3.Firewall & Network Security (Zscaler & Palo Alto)

Managing Zscaler and Palo Alto firewalls, including creating URL categories based on user requests. Troubleshooting user access issues related to Zscaler. Whitelisting IP spaces for project teams to facilitate secure external connectivity. Investigating firewall rules to analyze and manage denied IP addresses, ensuring smooth network access.

4. Network Support & Connectivity -

Maintaining the network infrastructure, diagnosing issues, and troubleshooting site latency problems. Engaging with Internet Service Providers (ISPs) to escalate and resolve critical connectivity issues.

5. IT Service Management & Compliance

Utilizing ServiceNow for ticket management and workflow automation. Experienced in ITIL Foundation (V3 & V4) practices, ensuring streamlined service delivery and IT governance.

Documentation : Maintain accurate documentation of server configurations , Procedures , Work history of all needed steps

Collaboration : Collaborate with network administrators , Security teams and other IT Professionals

Backup and recovery :Perform backup and recovery strategies , conduct regular tests using Vmware snapshots

Accounts/ Project :

Client:Loblaws

Role: IT Support.

· Performed Troubleshooting on various applications used, diagnosed and resolved Incidents

· Documented the data analysing the steps doing- multi- tasking along with managing time.

· Providing customer satisfaction, Handling various tickets and multiple issues of users

• Resolved complex issues including system crashes, network slowness, connectivity problems and issues related to various applications.
• Worked with Team to achieve performance goals and increase productivity.
• Worked on Major incidents tickets analysing the data and processing accordingly. Collaborated and assisted with different mailboxes
• Worked with all kinds of tickets , checking with different teams ,analyzing the given data , Searching for the root cause of the issue – Pinging routers, servers and following the process accordingly
• Performed troubleshooting and assisted users with various issues with mailbox issues , chrome issue , browser issue , VPN issues and other applications used in there day to day life.
• Helped creating KB article to help resolve complex issues.
• Assisted and worked on applications used by users providing access to application like JIRA , Confluence etc.
• Handled Tickets , calls , Emails and also worked with instant chat process.
• Developed and maintained documentation for common technical issues and their solutions
• Analyzed work to generate logic for new systems, procedures and tests.
• Created proofs of concept for innovative new solutions.
• Provided expert technical support for hardware and software issues, ensuring minimal downtime for users.
• Documented troubleshooting processes and solutions in the knowledge base for future reference.
• Conducted training sessions for end-users on new technologies and software applications.