Zuhair Muhammed
IT Service Desk Analyst @Challenger Motor Freight Inc
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WORK HISTORY
IT Service Desk Analyst @Challenger Motor Freight Inc
Cambridge, ON, CA
Onboarding/Offboarding: Managed user account creation, hardware allocation, and system access for onboarding/offboarding employees.• MDM Solutions: Coordinated mobile device management for iOS and Android using Apple Business Manager and Microsoft Intune, ensuring secure device enrollment.• Software/Hardware Deployment: Deployed software via PDQ, performed hardware installations, and led the successful upgrade of all devices to Windows 11.• Ticketing & Incident Management: Managed ServiceNow and Jira ticketing systems, tracked issues, assigned tickets, and ensured timely resolutions.• Asset Tracking: Used Smartsheet for asset management, tracking hardware and software inventory, and maintaining up-to-date asset records.• Change Management: Administered change management processes, documenting and reviewing system updates and changes to ensure minimal disruption.• Endpoint Security: Responded to endpoint security threats using SentinelOne EDR and Teagis XDR, managing containment and remediation efforts.• Active Directory & Exchange Admin: Administered Active Directory (on-prem and cloud), and managed Microsoft Exchange server for email support and configuration.• Firewall Management: Managed network security and VPN configurations using FortiClient EMS and FortiGate Firewalls.• Server & Network Management: Administered virtualized servers with Hyper-V and Scale, and optimized Wi-Fi management with Extreme Cloud IQ.• Enterprise Applications: Provided ongoing support and troubleshooting for enterprise software applications, including point-of-sale systems and business-critical tools.• Vendor & SLA Management: Managed vendor relationships, ensuring Service Level Agreements (SLAs) were met and performance standards upheld.• 24x7 Support: Provided 24x7 on-call support, including after-hours pager duty for critical IT issues.• Leadership & Collaboration: Led teams and mentored junior technicians, improving workflows and support efficiency.
EDUCATION
Conestoga College
Postgraduate Degree, Wireless Networking Infrastructure
Visvesvaraya Technological University
Bachelor of Engineering - BE, Computer Science and Engineering
Conestoga College
Postgraduate Degree, Project Management
ABOUT ZUHAIR MUHAMMED
Creative and self-starting, quick-learning networking professional with almost three year…
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