Syed Ali Mazhar Email & Phone Number

Markham, On, Ca

Markham, Ontario, Canada

Team Leadership and Management:Lead a team of Level 1 and Level 2 Helpdesk Analysts, providing ongoing training, coaching, and support to improve daily operations.Manage staffing and scheduling to ensure adequate support coverage, acting as a backup when necessary.Incident Management:Prioritize and manage incidents to ensure quick resolution, especially for high-priority cases.Serve as the escalation point for critical issues, leading teams to resolve complex technical challenges.Ticket Monitoring and Improvement:Regularly audit tickets and calls to ensure adherence to best practices and identify areas for improvement.Create SOPs and KB documents to optimize support processes and reduce resolution times.Lead efforts to reduce ticket backlog using ServiceNow dashboards and scorecards.Reporting and Performance Tracking:Produce performance reports tracking KPIs and SLAs, helping inform strategic decisions.Change Management:Oversee the Change Advisory Board (CAB) process, managing change requests to minimize service disruptions.Participate in weekly CAB meetings and ensure team alignment on upcoming changes.Communication and Collaboration:Lead communication for unplanned outages, minimizing impact through timely stakeholder notifications.Maintain strong relationships across departments and act as a liaison between Helpdesk and other teams for incident resolution.

20 Bay St Toronto On M5J 2N8

AD "Administrative Access"​ management and security •Reviewed all admin groups on the Windows servers and enhance the removal of access process. The following items are deemed in scope to remediate this audit finding:1. Analyze the admin accounts report2. Develop process for better access removal 3. Ensure attestation for all groups in received4. Remove non-privileged accesses 5. Ensure Group membership is reviewed quarterly to confirm appropriateness of administrative access Remediation efforts are executed in two streams. "Strategic Process Changes"​ and "Tactical Cleanup Effort" Strategic Process Changes:1. To review all servers (via script) in the inventory where Win Eng, SRWT and SSG are identified as the level 2 support (local admin group – local and main – other accts – admin access not other power user) 2. Enhance the current process for access and removal by utilizing CyberArk Tool, change records, review of exceptions3. Develop and execute Communication Strategy for access removal 4. Develop a process to ensure system administrators with elevated privileges can perform their job functions (CyberArk, HPSA tools) 5. CyberArk – setup of the remaining privilege IDs in CyberArk and review of logs once setup is completed Tactical Cleanup Effort:1. Validate the process by running a pilot with select servers supported by the BAS team in DEV, PAT 2. Remove Windows Eng access 3. Remove all other accounts with elevated privileges o Ensure CyberArk tool is in place to give Eng access when needed o Utilize CyberArk for both Service Accounts / Local Accounts o Admin ID’s – changing password in CyberArk (sign out and Change password) o Once an id is checked out the corresponding password will be reset on the windows servers o Leverage the existing quarterly attestation that is currently being used within the CyberArk tool

Toronto

• Proficient in IP networking: IPv4 & 6, VLANS, MPLS, DNS, DHCP, VPN technologies, routing, etc.• Extensive knowledge of: iSCSI & fiber channel SAN environments• Enterprise class firewalls• Windows Server & Active Directory• Ability to work in a team environment• Ability to prioritize effectively and to perform proactively• Excellent oral and written communication skills• Microsoft Systems Center Suite (Operations, Configuration, Service & Data Protection Manager)• Knowledge of Dell server & SAN equipment• Microsoft Remote Access technologies• Pre-sales support for HP products• Supported the HP blade Systems• Planning, implementation, deployment, administration and Management of Virtual Infrastructure vSphere 4.x/5.x, ESX/ESXi 3.x, HA and DRS with vCenter Server, P2V, P2C and V2V• Migrated physical servers into Virtual Machines using VMware converter• Installation, Configuration, Maintenance and Administration of SAN backup solutions with networks• Migration from MS Windows Server 2000/2003 to Windows Server 2008 R2, Installation, Configuration, Maintenance and Administration of 2000/2003/2008 Active Directory• Re-design of the existing network utilizing the external ip addresses to strategically place servers in internal as well as in DMZ zones• Replaced the ip-table based firewall with Sonicwall firewall utilizing the on-device VPN• Migrated Windows XP to Windows 7• Installed and maintain Zimbra E-mail server on Ubuntu 10, Linux based server, using Barracuda spam firewall and Sugar CRM• Responsible for maintaining and managing the in-house Servers, Dell Equallogic storage, network, Sonicwall firewall, Barracuda Spam Firewall, Cisco-Dell-Netgear network switches and routers, Zimbra mail server, web server, SQL database server, file server• Desktop Virtualization Applications• Pre-sales technical support to the Sales • Manage the Information Technology Department

45 Vogell Rd. Richmondhill On

• Provided CiRBA Product Training to the following:CISCO Engineers at CISCO UK Headquarters London UKOrbit Engineers at Prague - Czech Republic in Jun - Jul 2012SysDBA Engineers at Johannesburg - South Africa - Sep 2012CISCO Engineers at Dubai - UAE - Oct 2012

• Manage the IT Department• Pre-sales technical support to the Sales teams to present the Desktop Virtualization Applications to the CxOs and higher management of the prospective buyers• Responsible for conducting PoCs, test pilots for the Desktop Virtualization applications – setting up the project expectations, project time lines – coordinating with various departments (Application teams, Security, Management etc) with the prospective customers• Planning, implementation and administration of ESX Servers 4.0/3.x• Management and Administration of Virtual Infrastructure VSphere 4.0 HA and DRS with vCenter Server• Migrated physical servers into Virtual Machines using VMware converter• Development of VMware VSphere Environment for Production Datacenter on IBM Servers• Installation, Configuration, Maintenance and Administration of SAN backup solutions with networks• Migration from MS Windows 2003/2000, Installation, Configuration, Maintenance and Administration of 2003 Active Directory• Re-design of the existing network utilizing the external ip addresses to strategically place servers in internal as well as in DMZ zones• Replaced the ip-table based firewall with Sonicwall firewall utilizing the on-device VPN• Installed and maintain Zimbra E-mail server on Ubuntu 10, Linux based server• Responsible for maintaining and managing the in-house Dell Servers, Dell Equallogic storage, network, security firewall, Cisco-Dell-Netgear network switches, mail server, web server, database server, file server

• Planning, implementation and administration of ESX Servers 4.0/3.x• Management and Administration of Virtual Infrastructure VSphere 4.0 HA and DRS with vCenter ServerMigrated 200+ servers into VMware environment using VMware converter• Development of VMware VSphere Environment for Production Datacenter on IBM Servers• Installation, Configuration, Maintenance and Administration of SAN backup solutions with networks having Fiber Channel backbone • Administration and Maintenance of MS Exchange Server 2007/2003• Developed procedures and documentations for migration• Responsible for generating reports to maintain SLAs, CSAT and QTM • Team Lead of a team consisting of 12 team members• Responsible for updating and maintaining the CKM database • Responsible for monitoring appropriate metrics to ensure staffing levels and service times to meet SLA requirements.• Responsible for providing guidance and ticket management of the account• Vast experience with IBM Impact ticketing tool, used for Request Management. Responsible to monitor the escalations and follow up• Installation, Configuration, Maintenance and Administration of 2003 Active Directory • Migration from MS Windows 2003/2000, Redhat, Debian and Suse Linux Guests• AS/400 portal account administration• First Level and Second Level Technical support for end users, with user base of over 2000 users• Extensive Exchange and MS Outlook support• Desktop and mainframe hardware and software technical support• Support on all standard applications (MS Office, Lotus Notes etc.)

• Installation, configuration and administration of Active Directory 2000• Migrated 500+ NT 4.0 Servers to MS Server 2000 at Ministry of Health, Ministry of Transportation, Ministry of Education, Ministry of Finance • Installed, configured and maintained 100+ MS Exchange Servers 4.5/5.5/2000 at various provincial Ministries• Installation, configuration, management and maintenance of HBAs, Fiber Channel Hubs, Fiber Channel Switches, MDRs, Data Storage units, Backup Libraries• Installed, configured and maintained Fiber Optics SAN backup solutions (Arcserve SAN Solution) with networks having Fiber Channel backbone• Configuration, maintenance and technical support for RAID, Cluster, SCISI, DLT, NIC Teaming and Remote Insite Board• Installed, configured and maintained hardware and software of Backup Library on DLT/DAT tapes using Backup Exec / Cheyenne Arcserve applications• Installation and Technical support of Intel based HP, IBM and Compaq Servers using Server based technologies such as Compaq Insight Manager, HP top tools etc. • Disaster recovery of crucial Database from production servers at Ministry of Health• Migrated MS SQL 6.5 to SQL 7.0 on Windows 2000 Server environment• Provided Server based technical support for Business Critical Environments for Major Financial Institutions, City of Toronto, City of Oshawa, City of Pickering with SLAs of less than 2 hours resolution

• Installation, configuration and maintenance of Compaq Servers using insite manager• Configuration and maintenance of File Servers and Exchange Servers • Maintained and provided technical support for OS/2 and Windows 9x based work stations• Extensive support for MS Outlook and MS Access for the Marketing and Management teams• Hardware support of Servers, Work stations, laptops, printers and scanners

• Management of the Hardware Department• Created innovative strategies for maintenance agreements for various clients

• Designed and developed Joint controller to act as an interface between the Robotic arm and the PC• Designed twenty four port IO card using ISA bus architecture to be used in PCs for IO access• Designed and developed Automated Guided Vehicle using the Infra Red devices

B. Sc, Electronics

Post Secondary School Certificate, Mathematics, Physics And Chemistry, 12

Activities and Societies: School Captain 1981 -83 Played Junior Nationals Hockey 1982 Lead the Shastri House (inter school league).