Faraz Qureshi Email & Phone Number

Toulouse, Occitanie, Fr

Manage a remote team of IT service desk analysts to achieve business objectives and ensure user needs are met as per service level agreements.

Toulouse, Occitanie, Fr

- Responsible for managing IT operations within the North America.- Part of global IT team managing North America, Europe and contractors in India, Brazil and Africa.- Okta / Google Workspace / Microsoft 365 / Cisco Meraki / AWS / Slack / Dashlane / LastPass / F-Secure / TeamViewer / Hyper-V- Atlassian Jira / Confluence / Crowd / Trello- Assess business needs and determine IT solutions- Purchase, support and manage multi-platform fleet of devices including Apple MacBooks and iPhones, Windows laptops, Android devices- Manage onboardings, offboarding's and User Access Managment (UAM)- Lead internal IT support function including managing IT support team members- Create documentation for knowledge base stored in Confluence- Manage business apps stack- Configure, build and deploy AWS Workspaces across multiple global regions and monitor AWS EC2 instancesProjects- Configure Okta federated login to business apps i.e. Microsoft 365 SSO- VoIP Solution for North America region- Assess and deploy unified endpoint management (UEM)/mobile device management (MDM) solution- Develop IT hardware procurement strategy for North America region- Plan, prepare and integrate new users and business infrastructure as part of mergers and acquisitions (M&A)- Build out Jira for use as IT Service Desk tool including applying ITIL practices related to Problem, Change, Incident, Request ticket types and creating related object types using apps such as Insight- Migrate from Google Drive to OneDrive/SharePoint

Mississauga, On, Ca

- Manage licenses and subscriptions and administer our entire SaaS apps stack including Google Workspace, Microsoft 365, Slack, Monday, Adobe, 1Password, Homebase etc.- Perform Shopify admin functions i.e. install and administration of plugins and user permissions.- Communicate with vendors, negotiate pricing and perform testing and rollout of cloud based services including JumpCloud, Avast, Okta, VMware Workspace One MDM and Backupify.- Support video conferencing apps including Microsoft Teams, Zoom and Google Meet.- Support C-Level executives.- Develop IT solutions for problems by identifying roadblocks and determining solutions to accelerate productivity and growth.- Manage IT infrastructure projects from discovery to deployment by creating project scope and budget, conducting needs assessment, gathering quotes, advising management, evaluating and coordinating with vendors, testing and deployment.- Manage audio visual and video conferencing equipment including Crestron and Polycom bars.- Develop and document IT policies and procedures i.e. IT onboarding policies etc.- Create documentation including workflows, instructional docs, diagrams and business cases.- Locate gaps and areas of improvement in IT security.- Provide support for Mac, Windows, Android, iOS and BYOD devices and all apps.- Completed migration and optimization of Google Drive from OneDrive.- Leveraged Google Workspace Endpoint Management MDM to manage our Mac, Windows, Android, iOS and BYOD including integrating Apple Business Manager.- Managed all company owned devices including procurement, configuration and deployment.- Onboard all new employees including account setup, deploying hardware and app permissions.- Train staff on new IT processes and systems in-person, online and via documentation.

- Code front end interfaces for clients from scratch using HTML, CSS and JavaScript.- Complete front end design and development projects utilizing WordPress, Shopify and other frameworks.- Edit WordPress themes adding custom HTML and CSS code.- Perform UX/UI testing ensuring cross-browser and mobile compatibility.- Create HTML email templates and newsletters for email marketing campaigns.- Design graphics for use on websites, social media and email templates using Adobe Creative Cloud apps.- Communicate with clients to establish project parameters, write proposals for design work, analyze competitor websites, determine website content, and communicate progress throughout project.- Setup and administered G Suite/Google Apps accounts for clients. - Research industry trends and websites to provide high quality and relevant designs.- Train clients on performing necessary updates within CMS.

Toronto, Ontario, Ca

- Provided support in-person, by phone or via remote control (GoToAssist, Dameware) to 500+ users.- Created and updated tickets using ServiceNow ensuring they were completed within SLA.- Built/Imaged desktops and laptops and installed user specific applications as needed.- Assisted users with hardware related issues i.e. replacing peripherals, installing drivers, etc.- Supported Windows 8, Windows 10, Office 2013, Office 365, Adobe CS6 and Adobe Creative Cloud- Supported Apple iMac workstations.- Configured and supported VPN connections and certificates for users.- Configured and administered Blackberry, iPhone, Android and Surface tablet devices.- Configured, deployed and maintained standalone and network printers.- Regularly updated and maintained accurate hardware inventory records.- Removed end-of-life and deployed new hardware.- Administered user accounts in Active Directory.- Patched new network devices and troubleshoot connectivity issues with existing network devices.- Configured WiFi accounts for users on laptops and mobile devices.- Coordinated with 3rd party vendors for work on-site and at remote sites i.e. network printer repair.- Setup projectors to be used with desktop/laptop devices in classrooms and conference rooms.- Provided incoming staff with orientation and training for IT systems and resources.

Ca

Provided IT support in-person, by phone or via remote control (Citrix XenApp) to 650+ users.Worked in an ITIL certified (ISO 9000) helpdesk environment.Followed ITIL Incident, Problem, Change and Request management procedures.Created and updated tickets using BMC Remedy ensuring they were completed within SLA.Assisted users with hardware related issues i.e. replacing peripherals, installing drivers, etc.Built/Imaged desktops and laptops and installed user specific applications as needed.Configured and administered Blackberry devices (deploying, restoring and wiping).Configured BitLocker encryption on laptops for remote use.Configured, deployed and maintained standalone and network printers.Regularly updated and maintained accurate hardware inventory records.Removed end-of-life and deployed new hardware.Supported Windows XP, Windows 7, Office 2007 and Office 2010.Installed and supported Cisco AnyConnect and Entrust PKI certificates.Configured Cisco and HP switches.Patched new network devices and troubleshoot connectivity issues with existing network devices.Maintained Windows Server and Exchange Mail Server, including tape backup & recovery (HP Data Protector), resource monitoring, monitoring traffic logs and reports and reviewing error logs.Managed users, groups and devices in Active Directory.Created and administered email accounts and mailboxes using Microsoft Exchange Server 2010 and 2013.Supported Outlook including mailbox and calendar permissions, sharing, delegation, etc.As Incident Manager, monitored service tickets across 7 sites using Remedy to ensure they were assigned, being updated and were meeting SLA.Produced weekly Incident Management report for team lead and presented report to team.Setup projectors to be used with desktop/laptop devices in classrooms and conference rooms.Provided incoming staff with orientation and training for IT systems and resources.Created articles to be contributed to the Knowledge Base.

Bachelor Of Commerce (B.Com.), Information Technology Management - Systems Implementation & Design

Bachelor Of Education - Bed, Education