Khurram KhanCell: 647.504.5817, 416-840-5760 Email: Khanzahkh@gmail.com

PROFILE

Excellent hands-on skills in design, troubleshooting & implementation of IT infrastructure / support, gained through years of professional experience, industry certifications, and academic education

PROFESSIONAL CERTIFICATIONS

Microsoft Certified Systems Engineer (MCSE)Micorosft Certified Professional (MCP) Cisco Certified Network Associate (CCNA, R&S)

SUMMARY OF SKILLS

Windows 7 / XP all editions, migration, design & support Windows Server 2012 / 2008 R2 / 2003 Standard, Enterprise and Datacenter Enterprise level Active Directory, Microsoft Exchange Server 2007 / 2010, design & support SCOM, SCCM imaging, application deployment, repair, scripts and patches & shrink-wrapped softwares SharePoint & Windows Software Update Services (WSUS) patch management, Anti-virus patches,

updates & service packs MS Office / Outlook 2003, 2007, 2010, Office 365, MAC, hardware break-fixes, lease, refresh, re-imaging VMWare VSphere (ESXI, Vcentre, Vclient), VMware Workstation, Symantec Backup Exec 2010/2012 Disaster Recovery (DR) testing, planning, design & implementation Blackberry Enterprise Server (BES), BYOD, Mobile devices Enterprise ITIL apps & ticket system: REMEDY, HEAT, Workflow Management, Lotus Notes, Genesys,

Hummingbird, Tsys, Verint, ASPECT, Thomson Reuters (Trading software), IBM-ondemand, Investorline RIS, RSA \ CISCO token, Citrix, AVAYA, DAMWARE, e.t.c

DNS, DHCP, TCP/IP, Ethernet, VTP, V-LAN, VoIP, IPv4, IPSEC CISCO Router / Catalyst (2950, 35xx, 3560), Nexus (7000, 5000, 1000V), UCS, CUCM 9x, CIPC, Cable

BIX block, KVM switch, POS, Cisco Jabber and WebEx. Dell, HP, Lexmark: laptops, desktops, scanners & printers

PROFESSIONAL EXPERIENCE

Bank of Montreal, Mississauga, ON Nov 2012 – Aug 2016

Senior Technical Analyst (Contract) Responsible for onsite – day to day IT operational support at BMO office tower (approx. 4000 users) Working towards incident management, service requests / restoration in strict accordance with (SLA) time

frame Maximizing delivery of IT support to all LOB: corporate banking, lending, trading floor etc. in scope of

installing, configuring, troubleshooting business applications, network & server issues Working extensively with SCCM imaging, repair, scripts & patches Performing regular SCCM health checks of site server, system, event logs & system performance Using SCOM 2012 and Port Scan for network monitoring of routers, switches, network interfaces, ports &

VLANS Developing installation scripts, compiling EXEs and application packaging Using BMO ESSPS to schedule and build Endpoints, deploying WIN 7 corporate images, ensuring image

completion, data backup & restoration, mapped drives & printers, network shares and software patches Enterprise level Active Directory administration and support, account provisioning in compliance with

corporate risk and security policies Probing Network / Infrastructure issues, network connectivity, VLAN changes, port activation &

deactivation Worked towards WIN 7 migration project for 4000 users from XP Implemented procedures, pre and post conversion and ensured overall business is up and running

Created documentation & trained all migrated LOB on WIN 7 platform, in scope of operation and application compatibility

Handling escalations and unplanned outage, joining bridge and act as a liaison between service governance and the business

Working with contingency planning and Business Continuity Planning (BCP) group for Disaster Recovery (DR) testing, planning, design & implementation

Performing daily maintenance and monitoring BCP site status. Running scripts and analyzing, debugging any issues with offline BCP machines

Responsible for communicating critical information to business concerning LAN interruptions and network maintenance upgrades

Providing white glove service, requiring high level of competency and excellent communication skills Coordinating with other functional departments and third party support companies: Bell / Compucom / Dell

for hardware / infrastructure issues Conducting inventory audit & asset management while creating logs, technical documentation, IT indexes

and support documentation on BMO SharePoint

Major BMO Projects:

Successfully moved entire call center comprising of approx. 800 users from Sun life location to the new Meadowvale location. Worked towards Firewall testing and application compatibility before the cutoff Successfully completed WIN 7 migration for 4000 users & various branches Represent Field services Canada for Aspect Magellan upgrade to Aspect Unified IP for the entire

corporate department (approx. 600 users) Successfully configured and setup BMO VPN for the entire GE Capital team, acquired by BMO. Part of the

bridge with cross functional teams for troubleshooting Firewall issue on the site Worked with Business Continuity Project team and designed the network architecture for BCP PC’s &

printers for more than 450 network ports Part of annual power shutdown project for Meadowvale Client Contact Center building and evaluated and

documented the impact on all desktops, servers & Network. Ensured successful restoration and operation of all business applications after the power test.

Cross training for IVR, Genesys Configuration Manager, Ecorr, Outbound and inbound call management, CCPulse

IBM Canada, Markham ON July 2009 – Oct 2012 Senior IT Anaylst

Worked onsite - day to day IT operation for Loblaw & group, probing network, software and system issues Responded to and resolved escalated Incidents / service requests ensuring problem resolution Utilized Active directory for user security and provisioning in line with corporate risk and security policies,

Win Server 2008R2, VMware, Citrix Xenapp, RSA, Cisco VPN & Wireless connectivity Set up and supported VPN for clients in corporate office & remote users, upgrading and applying patches via

SCCM console, agents and backend components Scheduled network change activities and followed change management approval procedures Extensively working with Virtual servers and probing Smart terminal issues. Also probing POS issues Via

UNIX Shell Implemented network changes to the production environment during maintenance window Worked with MOPs, producing design documents and executed the acceptance test plans for core element

into the network Administered user accounts on Blackberry Enterprise server (BES) Maintained detailed technical documentation and performed record updates Utilized Remedy tracking system while analyzing repetitive issues and documenting fixes & procedures in

IBM Knowledge portal Traveled to multiple offsite locations as required for maintenance and project work Worked with third party vendors for service requests and procurement of hardware

Primus Canada, Toronto, ON Jan 2008 – July 2009Network Support Engineer

Worked as level 2 engineer for monitoring, troubleshooting Primus WAN/LAN Networks, resolving issues in strict accordance with customer specific SLA

Worked with Microsoft Win Server 2008 / Active Directory, Exchange Server, DHCP, File and Backup Servers

Used Wire shark and other Network monitoring tools to maintain Primus DSL Network Promptly analyzed issues and resolved or initiated corrective steps to minimize outages Used Remedy Incident tool and HEAT for all technical research Facilitated I.M.A.C (Install, Move, Add, Change) requests for new and existing deployment Dealt with escalated tickets from Help Desk and worked on them on priority basis Documented all aspects of incidents in Primus internal and other specific ITIL-based tools Facilitated Asset Management for end user hardware Responsible for escalating to and working with both internal and external suppliers to ensure timely

resolution

T-Mobile, Toronto, ON Jan 2007 – Jan 2008IT Support Analyst

Managed ongoing network operations of Microsoft 2000 servers, as well as Windows 98, 2000/NT and XP workstations in LAN environment for internal users as well as remote users

Recorded, categorized, tested, and troubleshot T-Mobile end-user application, workstations, network problems and interrelated hardware and software

Provided network connectivity, printer and software problem resolution for laptops and desktops Monitored network traffic and all error logs on the network and reported any deficiencies Applied latest service packs/patches on desktops/laptops Conducted inventory management of in stock equipment (hardware/software) Responsible for escalating to and working with both internal and external suppliers to ensure network

troubles are resolved within SLA time frames Facilitated Asset Management for inventory audit

EDUCATION

M.Eng in Electrical & Computer Engineering Jan 2011University of Waterloo, Waterloo, ON, Canada

References available upon request