Suleman Kabani Email & Phone Number

Toronto, Ontario, Canada

Provided Level 1 & 2 support to approximately 40,000 BMO Nesbitt Burns employees remotely.• Create incident and request tickets using ServiceNow ticketing tool. Escalate unresolved issues to appropriate support teams. Follow-up with clients and vendors to ensure prompt resolution of issues.• Provide first call resolution for Windows 7 and 10, Microsoft Office, Office 365, Installed and Web-based applications, hardware, printers, corporate and BYOD mobile devices, and network connectivity issues.• Identify, analyze and resolve client issues by remoting in to their office workstations using DameWare.• Manage users’ domain accounts, permissions, and ROL groups using Active Directory• Provide VPN support to clients using RSA Secure ID Helpdesk tool – soft token/hard token issues• Offer support to iOS and Android mobile device users (corporate and BYOD) using AirWatch Admin Console – device enrollment, profile support, pushing applications, clearing Passcodes, etc.• Use Avaya One-X Agent soft phone app to receive and make calls to clients, vendors, and other teams• Use PowerShell scripts to manage clients’ workstations remotely – remote restart, pushing apps, installing network printers, mapping network drives and workgroups, etc.

Tasks performed as a Team Lead:• Led Post-Migration Support Team, oversaw deployment and end-user support activities• Assigned daily tasks to the team and worked closely with them to meet daily targets• Coordinated deployment and post-migration support plans and activities with business units• Scheduled, authorized and monitored deployments via HIGERA Dashboard and DevOps tools• Kept inventory of assets, performed audits, and assigned new assets for deployment• Prepared daily progress reports and shared with business and project leads for their info/actionsTasks performed as a Desktop Support Analyst:• Migrated/refreshed 20-30 assets a day performing in-place and bare-metal migrations via SCCM and REACT• Provided post-migration support to 30-50 users a day, desk-side and remotely, for physical and virtual desktops, laptops, VoIP phones, printers, mobile and audio-visual devices• Created application bundles as per business unit's requirements and pushed to client computers using REACT• Troubleshot Windows OS, O365, Outlook, various applications, Network, RDP and others issues• Managed user accounts, permissions, and group policies on client computers via Active Directory• Escalated unresolved issues to appropriate support level via ServiceNow and maintained issues related documentation• Followed-up and worked closely with teams, clients, and vendors to ensure quick resolution of incidents• Performed backup and restore of user data and profiles using SCCM and REACT tools• Trained end-users on Windows 10 features and customization, and other processes• Managed switch port security through Switch Port Management (SPM) portal• Managed IPCC call center agent accounts through GENESYS portal• Wrote training and knowledge base (KB) articles and published them on SharePoint and ServiceNow for future referencing of end-users and IT support analysts

• Provided support services to clients working in banking and call center environments• Completed and executed pre-migration, system customization, and post-migration checklists• Migrated desktops & laptops using image deployment via SCCM TS and USB using scripts• Provided post-migration support to end-users, desk-side and remotely, for issues related to Windows OS, Office 365, Outlook, various applications, networking, VoIP, and hardware/peripherals• Performed backup and restore of user profiles and data via SCCM and USB using scripts• Installed, configured, and mapped network drives, printers, servers, scanners and other networked devices

Worked with various US and Canada based contractors on network installation and refresh projects

Advanced Diploma In Cisco And Red Hat Engineering

Cisco Routing and Switching | Windows Server 2012R2 | VMWare vSphere Virtualization | RedHat Enterprise Linux 7 | IT Infrastructure.

Bachelor Of Commerce - Bcom, Business/Commerce, General