Ahmad Faraz

Contact: 09686100533
Email-Id:farazworld1981 @gmail.com

OBJECTIVE:
To pursue a career in an organization that provides a challenging environment and allows
me to grow both professionally and as a successful individual where team-handling skills,
analytical skills, expert technical skills, and presentation skills, extensive knowledge of
process will be fully utilized and further developed.

PROFILE:
 An excellent interpersonal skill, confident and poised in interactions with individual
at all levels readily developing rapport with clients and colleagues.
 Demonstrated ability to adapt to ever changing technologies and methodologies.
 Highly regarded for a proactive attitude and an ability to think laterally, providing
ideas and solutions.
 Adopt a creative approach to problem solving through use of excellent analytical
skills.
 Capable of achieving personal objectives with high commitments.

PROFESSIONAL EXPERIENCE:

From To Name of Company Designation

Dec 2007 Till date Laviant Data systems Service Desk Analyst

Sept 2006 Dec 2007 AXA Technology Services IT Analyst

 Ahmad Faraz
Contact: 09686100533
Email-Id:farazworld1981 @gmail.com

JOB RESPONSIBILITIES:

 First point of contact for all the IT and customer related issue.
 Receiving calls, use standard greeting on calls and Logging 100% tickets of the call
received
 Prioritizing, Categorization of ticket and taking remote capture to resolve
 Providing ticket number to user via phone, E-mail
 Key in the appropriate and timely log notes in the ticket as and when there are
findings / updates
 Updating users on the ticket progress
 Allocation to desk side support if desk side intervention required
 Escalating to customer / end users as appropriate
 Handling all the level 1 incoming and out going calls irrespective of any location.
 .Recording all the event by incident management tool (Remedy).
 Handling all level 1 issues for Windows ,UNIX and different application.
 Adding users and group in Unix environment
 Adding and publishing the shares in Active directory
 Adding the printers, enabling,disabling ,resetting accounts in active directory.
 Following the level 1 troubleshooting for disk space, memory utilization , hardware
failure, Service failures, and reboot failures for all the Unix and Windows servers.
 Checking the File systems and disk space of the UNIX servers.
 Restarting the Prod and dev server which have failed to reboot due to script failures
 Initial troubleshooting for different application by following the logs and the
documentation as prescribed by the company.
 Provide first line support for application job failures.
 Track and monitor application SLA’s and Job stream delays and notify the relevant
downstream groups.
 Track outgoing and incoming data feeds for/ from different job streams./batch job
streams.
 Tracking of mails and logging tickets accordingly
 Responding to mails with updates on the Same business day
 Providing reports as and when required
 Logging Incident in other tools if applicable
 Preparing Incident checklist
 Updating the customer on ticket progress
 Generating new articles for Knowledge Base and publishing the same
 Provide reference of relevant ticket
 Monitor and record the IT downtime for individual / shift
 Monitoring alerts for different applications and servers.
 Ahmad Faraz
Contact: 09686100533
Email-Id:farazworld1981 @gmail.com
 Executing scripts on Unix based and windows production servers.

 Unlocking user and application users accounts using applications.

 Monitoring backups using Veritas backup client and restarting and stopping.
 Unlocking ,resetting of RSA token
 Escalation issues to the L2 and L3 teams .
 Coordinating all the customer and the IT related issues.
 Checking the status of Virtual machines and restarting the machine after following
the documentation.
 Co-coordinating with the Vendor for hardware replacement and proficient in opening
service call with them .
 Following up the tickets assigned.
 Following up of ticket to closure
 Do manual check of the application when any application related alert is received and
also as and when required. Follow up for pending tickets.
 Coordinating with all the teams regarding the change controls or the changing which
are scheduled.
 Coordination and informing all the teams which get affected with any planned or
unplanned outage.
 Understanding the criticality of issue and following and reaching the resolution with
the SLA time.

Applications / Tools Used

 Netcool – Monitoring Servers (windows, unix, network devices & database

technologies)
 Control M – Monitoring / Rerun / Scheduling Job Streams / Batches.
 Veritas Netbackup 5.1 and 6.0 for monitoring Server Backups
 Avocent DSView3.1.1 for KVM Sessions / Remote Monitoring
 Quest Windows Active Directory Management Tool
 HP ProLiant BL e-Class Integrated Administrator for Blade PC Management for
reboots, remote logins and status checks.
 RSA ACE Server 5.2 Administration Tool for Assigning / Reassigning Tokens,
Access permissions, Password resets.
 Remedy – Incident Management Tool

Qualification:

Completed B.E (Engineering) in Electronics and communications year 2006