Shanawaz Ansari

A highly motivated and accomplished Professional with over 17 years of diverse and varied IT Industry experience in Computer Operations, IT Infrastructure and Technical Support. Passionate for all types of technology and a strong background in problem-solving. Support IT service delivery, escalation and closure of daily requests, incidents and problems including Change and Major Incident Management. Manage the deployment, maintenance, support, and upgrade of servers, hardware, software, operating systems, and distributed printers in a Microsoft Windows environment. Proactive self-starter, known to identify and initiate the process and system improvement to increase system stability. Excellent communication and diagnostic skills with strong attention to detail, analytical and conceptual thinker. Windows PowerShell, VBA, Batch scripts knowledge to execute or automate tasks. Excellent Multitasking and Time Management Skills.

• Rewarded the 'Best Team Member', 'Employee of the month', 'Resolution Expert' etc. several times during tenure.
• Successfully migrated IT Datacentre project from Singapore to Mumbai, India.
• Provided extensive support in migration of Pfizer Infrastructure from West Ryde to Sydney.
• Prepared knowledgebase articles for the team which included guidelines, process knowledge, solutions to issues occurred in various applications, Monitoring and Escalation procedures, Backup tape Management procedures along with Team, Client, and Crisis Management contact details.
• Developed and implemented Automated Runbooks, which was approved and appreciated by client as it improved accuracy, work quality and minimized cost.
• Automated various tasks and reports and ensured effective Time Utilization of team members.
• Developed ticket tracking tool for tracking unresolved tickets/issues for better Customer Experience.

• IT Engineer, June 2015 - Present, Pfizer [DXC Technology contractor to permanent], Responsible for Service delivery, resolving IT issues, product management, stakeholder management and support for 5 Datacentres., Diagnose and Troubleshoot IT Infrastructure hardware, operating system and applications in Windows and cloud environment., Configure and Support issues with desktop, laptop, server, cloud-based applications and services, Video Conferencing Hardware and applications, operating systems, network connectivity, O365 and mobile devices for a variety of clients., Provide After-hours/24x7 Support on 5 Data Centre locations for Linux/Microsoft OS based Servers and network switches/appliances, IBM Intrusion Prevention Systems, FireEye Firewalls and EMC Storage., Deploying / Refreshing laptops and desktops via Digital locker Intune and PowerApps., Providing support & Troubleshooting to Cloud Users with their requests., Create/Delete user accounts & manage Security Groups Via Azure AD with Hybrid Environment., Creating a Conditional Access Policy for using O365 resources., Provision, Configure, & De-Provision Environments via Automation., IT Asset Management, Hardware procurement, Vending Machine Management., Configure and monitor backups tasks on Dell EMC Unity device., Backup Tapes Management., Manage Server room access and keep On-prem Windows servers updated with all the Microsoft Security and application updates., Project work (installs, configure, upgrades, and migrations on various network devices), Liaise with 3rd Party customers or vendors on resolving issues when required.
• IT Engineer, October 2014 - June 2015, ACER [Ashdown Consulting contract], Provided deployment support for FACS and QANTAS employees supporting more than 30,000 users to migrate Microsoft Windows operating system from Windows XP to Windows 7 or Windows 8 and Application support after migration., Installing Windows 8.1 SOE using System Centre Configuration Manager., Provide level 1-2 support via telephone/remote/email., Install core and non-core applications using Service Centre., Decommission the old systems., Asset Management and other Administration tasks., Update group policy and ensure hostname is set.
• IT DATACENTER Business Process Lead, June 2011 - September 2014, ING Bank [Tata Consultancy Services], Provided Support in running critical Data processing tasks for ING clients based in Asia, Europe, and North America., Team Management, Training, Incident Management, Problem Management, Change Management, Documentation, and Transition Management., Monitor and track actions and output from project meetings., Act as an intermediary between the ING Bank Singapore Project Team and TCS Support Team to provide end to end training and availability of systems., Run and monitor End of Day/Month/Year tasks for Global Banking application., Manage daily and monthly backups using Symantec NetBackup Console., Provide general IT support for various ING Applications and assist in updating and maintaining application database., Applications housekeeping over weekend or as per request., Perform critical time driven and email driven tasks of various applications., Perform LTO Backup Tape management activities including coordination with tape storage vendors (CISCO) and perform quarterly tapes health check and Inventory reconciliation., Prepare Tape schedule, maintain Tape register and support different team’s backup tapes requirements., Assist Local IT team in various IT/Networking tasks., Real time Monitoring of various network devices and Linux, Windows, Security and Backup servers., Alert Management including escalation of alerts/incidents to various applications team., Lead and motivate support team towards process automation., Prepare and update SOP and technical documents., Participate/Support in applications Production rollout (Release management) and Disaster Recovery drills., Assist Local IT team in various Project related tasks.
• IT Support officer, August 2008 - June 2011, Citibank North America [Tata Consultancy Services], Provided support for Citibank employees based in United States to resolve their IT issues., Assist users to resolve issues with Windows systems and Active Directory management., Assist Local IT team in networking tasks., Verify tickets created by other representatives for any errors to avoid escalations from the Support team or Client., Monitor and perform call calibration to excel in quality scores., Motivating team to meet client set goals under company guidelines., Transitioning new hire to the production environment., Maintaining performance related database of technicians to ensure steady performance also to avoid escalations from Clients and Citi employees., Designing and generating various operational reports on a weekly and monthly basis and share with the team., Escalation of problem to the proper Level team according to documented process., Remotely troubleshoot if required and resolve incidents within agreed SLA’s.
• Technical support Executive, February 2006 - August 2008, DELL [WIPRO Ltd], Provided support for Dell Customers based in United States to resolve their Desktop and Laptop issues., Worked as Level 1 Technical support executive then promoted as Resolution Expert and Level 2 support., Address Dell customer’s interaction via Calls and Email., Ensure a technical resolution to customer as soon as possible., Understand the various processes and ensure timely application to customer satisfaction., Engaging with all support functions, to deliver a seamless experience., Training new hires and updating the team regarding the new advancements in technology., Constantly upgrading technical skills to ensure quick resolution., Prepare various reports by compiling, consolidating, formatting, and summarizing information, graphs, and presentations.

• Microsoft Office 365
• Power Apps
• Intune
• Microsoft Azure and AWS tools and services
• VMware
• PowerShell
• Citrix
• Microsoft System Centre Configuration Manager
• Mainframe
• SQL
• Visual Studio code
• Visual Studio
• Visual Basic
• Banking applications like Global banking system and Tandem language
• Ticketing tools like Service Manager, Service Now, HP Service Centre