FAISAL I.

MEGHANI
7303 Stonebridge Creek Ln., Humble, TX 77396
Cell: 832-755-9113, faisalbww@yahoo.com

OBJECTIVE:
An IT Support Specialist seeking a position in a growth oriented firm.

SUMMARY OF EXPERIENCE & QUALIFICATION:

1. Excellent computer hardware/software technical trouble-shooting/customer service skills including familiarity

with Lotus Notes 6.5, Peregrine Service Center, The Button (aka Vulcan), Lotus Sametime Connect
7.5.1, Microsoft Office Communicator, Sun Systems Virtual Desktop Interface (VDI), VM sessions,
DevonIT clients, Remote Connect (Chase VPN), Odyssey Access Client Manager, Novell/Windows
domain/tree security, Active Server Role (ARS), SMS and banking/financial applications.
2. Intermediate knowledge of supporting Oil & Gas applications such as Documentum (DRM), CRM, Crystal
Reports, Tobin Land Suite, Well Information Systems (WINS).
3. Deploying applications to users upon request using Marimba Policy Manager; trouble-shooting application
deployment issues via Marimba Administration Tool and utilizing NetOp remote access tool to remote in for
more effective troubleshooting,
4. Extensive experience & knowledge of security/account administration such as processing setups for new
hires, terminations, access to various applications, creating NTFS folder permission groups for file/folder
sharing, outlook distribution lists & conference room calendars, etc. Most common tool used was NetIQ Active
Directory & PeopleSoft HCM (HR). *Experience working on the night shift (over-night, graveyard, 3rd shift).
5. Working knowledge of AS400 platform applications such as Mapics, Mincron, PKMS, and FastFax.
Intermediate experience with installation, setup and trouble-shooting on IBM Mainframe platforms,
Attachmate Extra sessions and Host sessions.
6. Trouble-shooting Citrix Metaframe Presentation Client, Terminal Services Profiles, Thin Print Client, CMC
Support Console, Blackberry Enterprise Server, Blackberry Desktop Manager, RSA Securid Admin
Console, RSA Securid Hard and Soft Tokens; Intranet customized programs such as BuildPro, BOSS, and
Pivotal. Creating tickets in S3 developed in PeopleSoft platform.
7. Intermediate experience in JDE and JDE Test Environment including creating / deleting / changing AS400
user profiles along with resetting JDE passwords. Assisting users with JDE configurations, printing issues and
setting up / installing Spool IT used for conversion of JDE reports into MS Excel or MS Word
8. Highly trained in hardware and network support on HP and Dell laptops, desktops and printer product-line.
Familiar with VMWare including ESX Server Infrastructure 3.0, Virtual Infrastructure client, Virtual
Center (VC), Service Console configurations, Virtual Machine creation and configuration, VM Kernel
and storage technologies such as SAN, iSCSi, VMFS and NAS, Resource Pools, clustering, Disaster
Recovery and Backup, Load Balancing and Monitoring.
9. Intermediate experience with using WinPE for wiping, backing-up and imaging HP laptops and desktop pc’s.
Keeping the laptop and desktop inventory up-to-date by scanning each asset in the HP Asset Center. Working
with MS Exchange 2003/2007 and Active Directory to migrate user email boxes across different domains
and Lotus Notes Mailboxes and Distribution Lists to Exchange 2007.
10. Software experience includes technical support for MS Windows 2000/XP/Vista/7, LINUX, UNIX and
applications such as MS Outlook 2003/2007, MS Office 2003/2007, MS Excel, MS PowerPoint, MS
Access, Internet Explorer 5.0/6.0/7.0/8.0, Adobe Acrobat Reader/Standard/Professional, Symantec
Anti-Virus, Symantec Endpoint Protection, Symantec Enterprise Vault and Encryption Plus Hard
Disk.
11. Networking experience includes hands-on practice with networking configuring Windows NT Server, and
knowledge of CCNA course.
12. Sales experience includes consumer electronics, wireless communication products and mobile device
accessories.
13. Knowledge of programming languages such as PSQL, C++, COBOL and familiarity with VB.
14. Expertise in designing E-Commerce websites in MS FrontPage and Dream Weaver.
15. Project Management knowledge consisting of SDLC Phases and creating relational
database experience utilizing MS Project, MS Visio, and MS Access

WORK EXPERIENCE:

KForce, Houston, TX July 2009—Dec. 2010

Desktop Support Analyst—J. P. Morgan Chase (Global Technical Support)
• Taking inbound calls on several software and hardware related trouble issues.
• Advanced use of Active Directory (ARS) to unlock user accounts, reset passwords, enable/disable user accounts,
add/remove AD groups for applications/shared folder/shared drive/file permission associations.
• Logging tickets from calls and self-service queue on Peregrine Service Center and Vulcan (a.k.a. The Button)
ticketing systems for Incident and Problem management.
• Actively attending to Live Chats for customers needing immediate response to their issues.
• For all Outlook issues, using The Button (aka Vulcan) system to track and resolve tickets.
• Performing 2nd level trouble-shooting on technical issues for Windows 98/XP/Vista, Citrix, VPN, Remote Access
(In-house application called Remote Connect), network connectivity (LAN & Wireless); email & technical issues
on Outlook 2007, installation/configuration on database issues on Lotus Notes 6.5, and supporting several
 banking applications using Remote Assistance remote tool for remote desktop fixes. For Card Services imaged
computers, using LanDesk to remote into those machines to troubleshoot and resolve issues.
• Working on Symantec Enterprise vault issues related to Outlook 2003/2007. Resolving missing Enterprise Vault
toolbar from Outlook, unable to either Store in Vault, or Restore from Vault, errors when trying to delete an
archived email, unable to open archived email, etc. Most of the Enterprise vault issues were resolved by running
the executable program “ResetEVclient.exe” available under the Enterprise Vault folder on the user’s C drive.
Complex issues and Enterprise vault storage increase requests were sent to the Exchange team. Provided
training to end users on how to better utilize the Enterprise vault to archive their emails and how to manage
their mailbox capacity.
• Providing intermediate support for blackberries with email/exchange issues leveraging the BES for sending
service books, and enterprise activations.
• Utilizing Peregrine Knowledge Base to assist in trouble-shooting software issues, processing self-service
requests and routing to the appropriate support groups.
• Supporting RSA Securid hard tokens and Securid Soft tokens for authentication to VPN including pin resets &
token synchronization. Trouble-shooting Securid token issues on laptops and Blackberries.
• Processing software/hardware access requests on EURC (End User Request Center).

Pro Source, Houston, TX Sept. 2007—May 2009

IT Analyst—Anadarko Petroleum Corporation (Global Support Center)
• Taking inbound calls and emails on various computer software/hardware issues.
• Trouble-shooting technical issues for Windows 98/XP, Citrix, Terminal Services Profiles, VPN, network
connectivity, MS Office 2003/2007, Snag-IT, and several Oil & Gas applications.
• Problem resolution on SAP modules such as Business Intelligence (BI), FI Common, Business Warehouse (BW),
Coding (Transaction Codes). Using SAP GUI Logon Pad, modifying SAP access permissions for users and
resetting various SAP module passwords.
• Logging tickets from calls and emails on IMS (PeopleSoft based ticket creation program)
• Using Remote Tools (NetOP) to trouble-shoot Anadarko HP desktops and laptops.
• Role as a Security/account administrator performing provisioning using NetIQ Active Directory such as
processing setups for new hires & terminations (PeopleSoft HCM). Created NTFS folder permission groups to
manage folders on the Shared Data directory, Home directory issues, outlook distribution lists, conference room
calendars and access permissions to certain Citrix applications, Terminal Services Profiles, etc. Created Partner
accounts for vendors on the partner domain. Most common tool used was NetIQ (AD) & PeopleSoft HCM (HR). As
a Global Admin, participated in creating new and modifying detailed knowledge documents related to New
hires, terminations, location moves, IT Requests, etc. Participated in preparing for audits by clearing unwanted
accounts on Active Directory.
• Monitoring server issues using ping and trace route commands and escalating server outages to the
appropriate department.
• Upon request, advertising various local applications to user’s computer via Marimba Policy Manager. Trouble-
shooting Marimba installation issues using Marimba Tuner Admin.
• Managing Grid Cards (similar to RSA Tokens), maintaining and resetting the users on the BES Admin Tool.
• Adding new solution entries to the IMS Knowledge Base and keeping the GSC SharePoint site updated.
• Scanning equipment in Desktop Operations dept. to keep inventory updated in HP Asset Center and performing
imaging, backups, and wipes on company HP desktops and laptops using WinPE.
• Accomplishment: Recognized as being as 1 out of 4 Global Account Administrators on the team in the GSC
and transitioned from the night shift to the day shift. Chosen to work on the Cisco IP Phone roll-out project for a
period of over 3 weeks which included deploying, installing, configuring Cisco IP Phones to each employee in a
building consisting of 30 floors and providing a brief training about the phone as well.

Goodman Manufacturing, Houston, TX June 2007--Sept. 2007

AS400 Security Analyst—IT Security
• Creating new, changing and disabling AS400 accounts/profiles for users.
• Granting/denying permissions to specific programs on the AS400 platform such as Mapics, Mincron, PKMS and
Fast Fax.
• Creating new, changing and disabling Active Directory and Email accounts/profiles for users.
• Creating new and modifying profiles on Partner Link / Secure net.
• Accomplishment: Youngest member of the AS400 IT Security team involving meetings with the V.P. of IT
Security every Monday and being part of the annual audit process.

Getronics, Houston, TX Nov.2005—June 2007

Tier 1 / Tier 2 Analyst-- Beazer Homes Service Desk
• Taking inbound calls and assisting them with computer hardware, software, and administrative issues. List of
software include Windows 98/XP, Citrix, VPN, MS Office 2003, JDE, and various home builders applications.
• Setting up tickets for each call, email, voicemail and web ticket using a customized PeopleSoft application
called S3;
• Working with NetIQ Active Directory on resetting NT passwords; granting / deny access to employees on
particular programs; additions/removals of distribution lists and security groups; disabling accounts and profiles
for terminated employees and creating accounts for new hires.
• Enabling/disabling/resetting Secure ID tokens using ACE server.
• Managing the Blackberry Enterprise Server 4.1, performing add/change/remove, resetting password functions
for users with T-Mobile, Sprint and Nextel Blackberries and assisting them in wireless / manual enterprise
activations.
 • Creating / deleting / changing AS400 user profiles along with resetting JDE passwords. Assisting users with JDE
configurations, printing issues and setting up / installing Spool IT used for conversion of JDE reports into MS
Excel or MS Word.
• Accomplishment: Out of 16 analysts on the service desk, I was picked to perform the duties of Account
Administration. Few months later, designated as a Tier2 Analyst.

St. Paul Travelers Insurance, Houston, TX Aug.2002—Nov.2005

Customer Service Representative- Claim Reporting Center:
• Taking inbound personal and commercial lines Property / Automobile / Liability / Workers Compensation / STD /
LTD / FMLA claims.
• Answering general inquiry calls on policy coverage and deductibles.
• Providing excellent customer service.

UHD- Academic Computer Lab, Houston, TX Feb.2002—May 2002

ACL Lab Assistant:
• Signed-in students at the front-desk.
• Assisted students by distributing print-outs from print stations.
• Offered help to students in scanning documents & computer applications such as Windows 95/98, MS Word, MS
Excel, Internet Explorer, and UNIX email accounts.
• Maintained and supervised the computer lab.

Convergys-Customer Management Group, Houston, TX Dec.2000—Aug.2001

Technical Support Representative:
• Worked on the technical support / customer service team for Compaq/HP product line.
• Responded to customer’s questions and provided solutions for problems concerning hardware (desktops,
laptops, printers, scanners) and software including Windows 95/98/ME, MS Office, etc.

EDUCATION:
B.B.A - Computer Information Systems Graduation: July 2005
University Of Houston—Downtown Campus, Houston, TX

Major: Computer Information Systems

Coursework included Accounting, Finance, Calculus, Stats, Networking, Technical Writing, Project Management (System
Development Phases), Quantitative Analysis, etc.