Siraj Ulmustafa

Dedicated L2 Desktop Support Analyst with over 15 years of experience in IT support and network services. Expertise in troubleshooting hardware and software issues, managing Active Directory, and supporting a variety of applications. Proven track record of overseeing incident response with a focus on service excellence, as seen in successfully managing a helpdesk and deploying critical infrastructure.

Eager to leverage extensive technical skills to enhance system stability and user satisfaction within a dynamic team.

IT Team Lead - Archway Canada - Mississauga

• Provided support for network services including DNS, DHCP, HTTP, and HTTPS.
• Assessed initial requests, resolved issues when possible, and escalated as necessary.
• Diagnosed, troubleshot, and resolved hardware and software problems on servers.
• Contributed to capacity planning and supported the development of long-term strategic goals for systems and software.
• Executed deployment of workstations, servers, printers, scanners, firewalls, and network equipment.
• Coordinated helpdesk, desktop, and infrastructure support to ensure system stability and availability, managing communications through email and instant messaging.
• Administered end user accounts, permissions, access rights, and storage allocations consistent with best practices.
• Oversaw incident response for large-scale software issues, ensuring timely resolution while maintaining a strong perception of service excellence.
• Assisted in data center operations, including managing monthly backup tape changes.
• Evaluated system, server, application, network, and input/output device performance.
• Recommended, scheduled, and performed software and hardware improvements, upgrades, and patches.
• Supported Customer Information System (CIS) applications, Utility Enrollment System, Risk Model System, Microsoft Great Plains, and other internal applications.
• Delivered support for all desktop services related to PC software and hardware.
• Engaged in negotiations with vendors, outsourcers, and contractors to secure software products and services.
• Provided support for VMware Workstation and Virtual Desktop technologies.
• Facilitated Active Directory group policies management.
• Provided Azure support on Hybrid and Intune system Group Policy and modern Intune policies, enabling hybrid Azure AD joins.
• Acquired experience in operations support while meeting business expectations for projects related to Azure cloud infrastructure.

Network Analyst - Archway Canada

(2005-02 - 2005-09)

• Monitored helpdesk incident requests through the online ticketing system.
• Managed and maintained SharePoint Sites for the organization.
• Provided support for network services including DNS, DHCP, HTTP, and HTTPS.
• Conducted User Administration on Windows Server 2003 R2, 2008 R2, MS Exchange 2008, and Citrix XenApp Server.
• Acted as the primary contact for the IT department, delivering first and second level support, advice, and assistance to users.
• Implemented security policies and virus protection measures.
• Performed server upgrades and software installations.
• Maintained day-to-day support on Windows Server, including backup and restoration processes.
• Supported external consultants and remote users effectively.
• Planned and executed rollouts of new or upgraded applications and hardware.
• Established communication with vendors to obtain technology support and hardware.

Tech Support - CCH Canadian Limited

(2003-05 - 2004-12)

• Provided support for network services including DNS, DHCP, HTTP, and HTTPS.
• Executed rollouts of new/upgraded applications and set-up training labs.
• Analyzed and prioritized desktop information technology services, delivering timely support to internal clients.
• Monitored the helpdesk ticketing system, identified trends in service requests, and developed recommendations for IT management consideration.
• Supervised application usage throughout the organization.
• Performed workstation moves as needed and replaced failing hardware.
• Analyzed and prioritized service requests for both hardware and software issues.
• Contributed to the implementation and rollout of new/upgraded applications, offering training and support to maximize software capabilities.
• Conducted hardware maintenance and troubleshot hardware issues.
• Coordinated with external service providers to obtain technology support, preparing appropriate documentation and ensuring follow-up to complete work.

Network Analyst & Desktop Support - First Associates Investments Inc - Toronto

(2001-01 - 2003-04)

• Administered users on Windows Server 2003 R2 and Citrix environments.
• Ensured optimal performance of all workstations.
• Maintained user accounts and interacted effectively with branch staff and Regional Technology coordinators.
• Managed all technical issues affecting branch operations.
• Informed staff about all new procedures impacting Eclipse applications, including planning and delivering basic training sessions.
• Ensured timely rollouts and updates were executed effectively.
• Maintained up-to-date user information on systems and processes via network channels.
• Served as the liaison and contact person with the Help Desk.
• Provided support for network services including DNS, DHCP, HTTP, and HTTPS.

Diploma - Computer System Technology - Centennial College

Diploma - Computer Network Technology - Centennial College

B.A - Karachi University