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Muhammad Imran, mcse, mcsa, mcitp blackboard Certified Email Address
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| Sana | 26.12.2019 | | Hajmi | 53.74 Kb. | | #5109 |
Muhammad Imran, MCSE, MCSA, MCITP Blackboard Certified
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Email Address:
imran.nazar@gmail.com
mimran@hct.ac.ae
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Contact Numbers:
00971 55 4457701
00 971 50 4127701
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Looking for challenging opportunities, to sharpen my skills, and to smartly achieve the objectives of the organization in IT support with my vast experience, and diverse knowledge.
Professional Summary:
Senior IT Support Administrator & E-learning Support Specialist with 12+ years of diverse international IT experience in providing technical, help desk and E-learning Support to a multicultural environment.
Total Technical and customer support service at the helpdesk to over 20000 laptops.
Experience working with diverse population of traditional students, both in person and online environment.
Proven ability to leverage technology and develop and deliver impactful career related content.
Highly skilled at relationship-building and proven expertise in establishing a rapport and building trust with the students and staff from a variety of background.
Earned a solid reputation for productivity, complex problem resolution and strong diagnostic skill.
Experienced at managing projects from the requirements gathering / needs identification phase through to completion.
Solutions-focused, tenacious self-starter with proven success in proactively identifying IT issues and promptly implementing targeted solutions.
Comprehensive background in applying active listening and problem solving skills to diffuse escalating customer situations.
Excellent team player within all levels of organization, including business and technology.
Core Competencies and Area of Expertise
End User IT & E-Learning Support
Proactive Problem identification and Solving
Hardware/Software & ITIL
Change Management
Continuous Improvement
Network Engineering
Team Leadership
Help Desk / End User Training
System backups and restore
Relationship Building
Blackboard Support and Training
Strong Negotiation Skills
IT Strategic to Business need
Technologies:
Software – Blackboard / Go Animate / Snag it / Camtasia, MS Office 2012/ 2010 / 2003 / 1996 / Windows Server / MS Exchange / Helpdesk Ticketing Systems / Active Directory -- Group Policy Objects / Passwords Resets / User Creations / Printers / LAN / WAN / IBM Mainframe / Millennium database, / Microsoft System Center Configuration Manager (SCCM), Cisco VOIP software, Remedy IT Service Management Tool, Share-point Administration, email and Outlook, VMware, Norton Antivirus, Computer Associates E-trust, Google Drive, One Drive for Business, Drop box.
Hardware – LAN / WAN / Wireless, TCP/IP Laptops Support IBM / Toshiba / HP / Dell, Personal Computer Peripheral Support -- Mouse / Keyboard / Monitor / Work Stations on Wheels / Servers / Network Cabling / Phones – Avaya, Cisco, Nortel Phone configurations, Desktop Installation Support – Dell / Apple / Lenovo / IBM / Computer Imaging and Deployment, Norton Ghost, Drive imaging,
Operating Systems – Windows 8, 8.1 / Windows 7 / Windows XP / Windows Vista / MAC OSX Lion / Linux, Mobile Device Support -- Android / Apple / Blackberry,
Remote Assistance Tools – Citrix / Microsoft Lync / Cisco Jaber / Zoom
HCT-CERT– E-learning & IT support/Admission and registration assistant
December 2015 to continue
Responsible for providing technical and e-learning support to all HCT staff and students at Abu Dhabi police diploma students.
To coordinate with NAPO (National Admission and placement officer) for new students registration.
Advice and counseling students about offered programs, admission procedure, eligibility criteria etc.
Handle student admissions in accordance with the accepted requirement at HCT and to coordinate with Central Services Abu Dhabi about the students registration and admission process for getting their HID’s.
Maintaining student academic records, registration process, courses schedule, academic calendar, student transcripts, statistics enrollment report and graduation etc.
Taking all necessary arrangements for student’s course registration, adding, and dropping
Undertake other duties assigned by immediate supervisor
HCT (Dubai Men’s Campus)–E-Learning and Training Specialist
July 2013 to 2015
Responsible for performing the primary administration, support and training tasks for college’s learning management system ( Blackboard learn)
Managed projects of e-learning initiatives through the eLearning project cycle developed by the Ed tech department.
Responsible for developing and designing of eLearning material, manuals and online courses and learning object for the college.
Provided excellent consultation for faculty to improve the online content and structure.
Promote and advise the best practices for building content and sharing content.
Researched and advice on the use of special software’s in e-learning.
Schedule and conduct in house training on software supporting e-learning initiatives (i.e. Respondus, Snagit, Go Animate, Camtasia, Zoom video conferencing, Soft chalk.
Supporting faculty in finding new ways to use Blackboard to support faculty development and student learning and assisting them in developing their material for online courses.
Customize and develop e-learning courses to ensure that the manufactured products meets the requirement of the client and implementing quality control process and procedures.
Customize and tailor made the Blackboard certification at the campus level and providing training accordingly.
Providing training and technically support to teachers for the Blackboard certification exam and create sandboxes for their course material and practices.
Using online surveys and feedback system to maintain the quality control and safety at the campus.
Introduce and conduct training on Lynda.com a powerful resource for the teachers and students implemented by learning technology to motivate them and plan their future training needs for further quality and safety control improvements.
Coordinating and communicating with quality control and safety team members mainly with the QA manager to customize the courses according to the requirement.
Create reports and submit to program manager for further improvement and documents the results.
Utilize software application to incorporate multimedia into college web and e-learning platform.
Provided assistance to student and administrative college e-learning projects.
Providing e-textbook support to faculty and making sure the e-textbook is available for both faculty and students in their courses, providing pairing instruction guides to teachers and students and If any issue arises contacting with publishers and aggregator to resolve the issues such as Vital Source, McGraw Hill and Pearson etc.
IPads implementation for foundation level students across the system.
Provided training and technical support on various IPAD applications.
E-text books implementation and support for Vital Source platform.
Created and managed the HARP project for DMC Library staff.
Lead the implementation and integration of Panopto video recording and live streaming with Blackboard.
E-textbooks implementation and support for McGraw Hill & Pearson.
Created Engineering Lounge for Engineering Faculty across the system and created Blackboard course inside and linked them together.
HCT (Dubai Men’s Campus)–IT Support Administrator
Feb 2006 to July 2015
Provided day to day technical support to over 2500 students, faculty and end-users, new hire set-ups, asset management tracking, hardware and software configuration, setup of mobile devices, IPads and IP telephony, imaging and warranty repairing and responsible of software and hardware in computer labs.
Successfully managed average 25 calls per day and maintained excellent track record of customer service.
Responded to incoming phone calls at the ICT help desk and provide a high level of customer services by resolving technical issues through troubleshooting client configuration settings, internet connections / security settings and password related issues.
Maintain, troubleshoot local area networks (LAN), Wireless LAN, Wide area Networks (WANs), computer workstations, server and peripheral equipment.
Preparing reports, IT utilization study and recommending on area of improvement. Evaluating and preparing technical recommendation.
Researched, tested and implemented new software, upgraded devices drivers, Bios and services packs for components used computer labs and laptops.
Creation and restoration of images of laptops, desktops with Windows and Mac platform and investigated, resolved issues related to software, operating system (Windows and Mac), hardware, printing and network.
Installation, configuration and troubleshooting of operating systems such Windows XP, Vista, 7 & 8, Mac OS X including updates, patched and fixes and Wi-Fi connectivity of users& antivirus issues.
Analyzed helpdesk support calls and monitored the call trends and underlying issues.
Notified end-users of new techniques and provided one-on-one support and training.
Provided extensive technical support to help the students and teachers set-up their IPads and resolve technical issues during the IPads implementation project.
Identified and resolved browser and java compatibility issues for teaching technologies such as Blackboard Learn/Vista.
Remote administration for desktops, laptops, installed and supported several applications.
Executed password resets and user accounts maintenance through Active directory.
Working with network and system team to diagnose, troubleshoot and resolve system and network related hardware, software and print issues.
Defined, created and prepared documentations for operating systems, standard installation guides FAQs and help sheets and SOPs.
Provided technical support for online Blackboard Learn assessments using Respondus Lockdown Browser and troubleshoot issues related to virtual classroom setup using BB Collaborate / Wimba.
Assisted teachers and students to install update & resolve technical issues related to SoftChalk, TurningPoint and Respondus products and liaised with ED Tech to keep track of known issues.
Specialized in technical consultancy services at all outdoor events and seminars hosted by the organization.
Created and deployed images on IBM R50 laptops for Faculty and staff
Upgraded faculty laptop from IBM R50 to Toshiba M4
Migration of operating system from Win Xp to Windows Vista, updated software’s and images
Data backup and restore during migration process for Faculty and staff
Data backup and restoration during migration process for Students
Upgraded faculty laptops from Toshiba M10 to HP TC 4400
Migration of operating system from Windows Vista to Windows 7, updated software’s and images
Upgraded faculty laptops from HP TC 4400 to Toshiba M10
Upgraded Faculty laptops from Toshiba M10 to Lenovo 410
Created and restored MAC OS X images with Clonezilla utility
Installing and configuring Outlook Emails client
Migration of operating system from Windows XP to Vista, Vista to Win 7, Win 7 to 8 in Lab computers
Migration of operating system from Windows 7 to Windows 8, updated software’s and images
Upgraded Faculty laptops from Lenovo 410 to Dell E5430
Migration of operating system from Windows 8 to Windows 8.1, updated software’s and images
Created, deployed images and distributed laptops (IBM T41 & T42) to students
Migration of operating systems for students laptops, updated software’s and images
Imaged and distributed 500 HP TC 4400 laptops to student’s
Imaged and distributed 500 HP 2710 laptops to students
Imaged and distributed 1000 Toshiba M10 laptops to students
Data backup and restore for student’s laptops
Al Sakar Computer Technologies–System Engineer Abu Dhabi (UAE)
December 2002 to January 2006
Planned and delivered well-structured lessons which engage and motivate students.
Handled the task of teaching concepts like Oracle Database and Microsoft Windows Technologies and ICDL courses.
Responsible for providing guidelines to students to help them to complete course projects.
Presented various types of learning materials in the form of books, audio and visual trainings.
Trained students enrolled for MCSE certification track, Oracle Databases (OCP) & Developer 2000, MS Office 2003 and ICDL and basic IT diploma courses.
Taught Oracle SQL and PL/ SQL language to database students and one tool front end Visual basic
Installed, designed and developed LAN/WAN solutions, configuration of LAN & WAN communication equipment such as Routers, Hubs, Switches, Modems and Microsoft based products like Windows2000 Server, Windows NT Clients, Windows 95/98, Proxy Server, Internet Information Server (IIS) to different clients.
ICDL Testing center
Windows 2000 server
Active directory and domain controller
Migrated to Windows 2003 server
Connected lab computer through Widows 2000 network
Network printer
Previous experience:
Pakistan International College –Junior Systems Engineer Lahore (PK)
October 2001 to September 2002 (Part time)
Education:
Masters in Computer Science Mar 2003
American Institute of Computer Sciences, Lahore, PK
Bachelors in Science (Double Mathematics & Physics) Dec 1996
University of the Punjab, PK
certifications & WORKSHOPS
Blackboard Teaching and learning online Certification 08/20/2014
Microsoft Certified IT Professional (MCITP), 1/04/2011
Microsoft Certified: Enterprise Desktop Support Technician 7 (MCITP), 04/16/2012
Microsoft Certified Technology Specialist (MCTS), 12/25/2010
Microsoft Certified Technology Specialist: Windows 7 Configuration, 04/16/2012
Microsoft Certified Professional (MCP), 04/08/2002
Microsoft Certified Systems Administrator (MCSA 2003 Track), 05/04/2004
Microsoft Certified Systems Engineer (MCSE 2003 Track), 05/04/2004
Microsoft Certified Systems Administrator (MCSA 2000 Track), 07/25/2002
Microsoft Certified Systems Engineer (MCSE Window 2000 Track), 04/25/2002
Microsoft Certified Database Administrator (MCDBA 2000 Track), 04/08/2002
Cisco Certified Network Associate (CCNA), 03/19/2002
Oracle Certified Professional (OCP DBA 9i and D2k), 05/02/2003
International Computer Driving License (ICDL), 06/09/2003
personal details:
Marital Status: Married
Languages: English, Arabic, Urdu
Nationality: Pakistani
UAE Valid Driving License
REFERENCES:
Available on request
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