Malik Raji · CCNA

122 South-Bridge Drive ·

Solutions-focused, team oriented Senior Technical Support Analyst with broad-based experience and
hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-
effective management of innovative customer and technical support strategies.

Summary of Qualifications:
 6 years of cross-platform experience in systems administration, including analyzing, designing,
installing, maintaining, and repairing hardware, software, peripherals, and networks.
 Superior troubleshooting and technical support abilities with migrations, network connectivity,
and security and database applications.
 Develop exceptional relationships with co-workers, management and end users.
 Excellent communication and problem solving skills. Fluent in 3 Languages.

Professional Experience:
1A Solutions (Independent contractor)
Network Administrator/Consultant July 2008 – Present

 Installed SUN V880 and V440 systems, Solaris 9, applications and network connectivity
for client data centers
 Installed and administered Microsoft IIS Server (NT 4.0) Mail-Site Enterprise 100,000+
email server, Ultra Bulletin Board (Red Hat Linux 6.2)
 Remotely administered FreeBSD and Linux servers
 Set up server racks and installing/testing servers for connectivity
 Mounted and cabled Cat5,5e and Fiber Optic cables for client datacenters
 Designed and built KVM connectivity for all systems to consoles.
 Migrated objects with PowerShell script
 Troubleshot and provided support for AV equipment/ returned RMA equipment for repair.
 Provided preventative maintenance on Audio Visual rooms and devices (HDX, VSX, and RMX).
 Diagnosed and troubleshot ticket complaints using support sites as Siebel.
 Properly installed Cat6 cables to reduce cross-talk, as well as proprietary IEEE standard cables.
 Logged in to resolve phone complaints with excellent interpersonal and presentation skills.
 Troubleshot/worked with IP, TCP/IP, H.323, SIP, and RTP protocols to resolve user issues.
  Troubleshot and configured firewalls, switches, router and routing protocols.
 Configured H.32X and SIP equipment/suite within a unified communication.
 Troubleshot circuit switches and packet data technologies such as ISDN, T1, and T3. Relay
 Troubleshot high speed serial such as V. 35, RS-449, RS-530 and encryption devices.
 Troubleshooting helpdesk tickets for Telecommunication, Computers and Network devices.
 Used PowerShell to Added/Removed objects in Active Directory/Exchange
 Moved object in Active Directory/Exchange with PowerShell script
 Administered and managed Citrix applications, test schedules and release cycles
 Performed server upgrades/transition for Chevy Chase-Capital One Bank
 Troubleshot non-working Unix and PC systems, and repaired them
 Installed VOIP phones in business offices.
 Built and installed Windows systems and Migrated exchange servers for various clients
 Configured and operated Polycom MGC-100 MCU, Tandberg MPS-800 MCU and Codian in
 troubleshooting of all video conference room and network related problems
 Oversaw daily support of all LMC video conferences
 Ensured the appropriate level of security (encryption) is met for required conferences
 Ensured all LMC Video Operations Procedures are adhered to within the LMC video network.

Cilicon Solutions
Network Specialist/Technician July 2008 - January 2009 
 Always interfaced with customer, installing/configuring Cisco routers and wireless cards;
ensuring functionality, checking the routing table and router reach ability (Pinging).
 Interacting with clients and exchange information to determine persisting issues.
 Installing/Configuring a protected and secure Wireless Access Point and security for intrusion.
 Troubleshot Wireless Access Point reachability.
 Maintain Citrix applications
 Performed and manipulated Database using SQL commands to create and query tables
 Migrating Microsoft Exchange from 2003 to 2008 and 2010 and relating process to client.
 Upgrading the schema and preparing the forest and domains on Exchange 2010 server.
 Install CAS server role servers and configure per 2010 design and Validated.
 Transfer OWA, ActiveSync, and Outlook Anywhere traffic to new CAS servers.
 Install Hub Transport role and configure per 2010 design.
 Transfer inbound and outbound mail traffic to the HT servers.
 Install Mailbox servers and configure Databases (DAG if needed).
 Create public folder replicas on Exchange 2010 servers using pfmigrate.wsf script,
AddReplicatoPFRecursive.ps1, or Exchange 2010 Public Folder tool.
 Move mailboxes to Exchange Server 2010 using Move Mailbox Wizard or PowerShell.
  Scripting in Windows PowerShell and SharePoint Cmdlet
 Rehome the Offline Address Book (OAB) generation server to Exchange Server 2010.
 Rehome Public Folder Hierarchy on new Exchange Server 2010 Admin Group.
 Transfer all Public Folder Replicas to Exchange Server 2010 Public folder store(s).
 Configuring/installing Analysis Service Element (ASE) - device to monitor and secure large
number of WAN circuits to suffice SNMP traps. Repairing Outlook (.pst) with Inbox Repair Tool
and (.ost) files with OST integrity tool on Exchange (Windows Servers 2003).
 Monitor technical functions of LAN/WAN and Node interface apparatus operating systems
 Maintaining office WAN connections (T-1 CSU/DSU) and physically inspecting hardware.
 Work with directions to provide full support and inspecting service tags on designated calls.
 Using CRM, Remedy’ ticketing system to resolve and keep track of user support issues.

Jess Financial Incorporated June 2005 - April 2008

 Engaged team for shared services, planning and implementing projects/Server upgrades.
 Managed remote and VPN users, troubleshooting Access Point for on-phone and on-site user.
 Backed-up Outlook rules, Outlook user settings and Outlook signatures.
 Supporting administration of servers, server clusters and managing all system back-up.
 Technical support in evaluating, supporting and implementing Citrix environment.
 Maintaining and updating database using SQL command, including rollouts/upgrades
 Designed/developed highly complex, integrated solutions to meet business requirement.
 Brought the Exchange infrastructure to Exchange Native Mode.
 Upgraded all Exchange 2003 Servers to Exchange Server 2003 Service Pack 2.
 Brought Active Directory forest and domains to Windows Server 2003 Functional level.
 Upgraded one Global Catalog domain controller in Active Directory Site to house new SP.
 Deleted Routing Group Connectors and Recipient Update Service agreements using ADSIEdit.
 Reconfigured active-sync devices, Shared folders and delegate permissions.
 Installed/Configured and set up users on Active Directory (Win Exch. 2000/2003/2008).
 Administered VMware: VMware Workstation and Server (VMI 2.0).
 Administered company phone system, Avaya Intuity/Definity; update users.
 Implemented software/hardware changes, such as system upgrades and installations.
 Managed network resources: WAP, Routers, Switches, Computers and Wiring Cat3 and 5 cables.
 Provided professional, timely and efficient follow up on issues in the IT department.
 Installed/repaired network peripherals and computers including wiring Cat3 and Cat5 cabling.
 Trained IT staffs to Install and set up computers for new company staffs in a timely manner.
 Trained IT staffs to Document and troubleshoot user complaints with ticketing system.
 Checked on all Company Servers and Back-up Systems to ensure functionality.
 Updating tickets in the Systems and performing follow-ups when needed.
 Documenting processes and following Company procedures and processes.
 Closing at least 35 help-desk tickets during the 8 hour shift as well as completing other duties.

Technical Skills:
Windows 9x/NT/2000/XP/VISTA/WIN 7 · A+ · C++ · Polycom and Tandberg
IBM Cognos · VISUAL BASIC · MS Office 1998 – 2003 · Citrix · CCNA
Mac and PC · Microsoft server/Exchange 2003/2008 · VMware 2.0/7.1
Education:
Kingsborough Community College 2005 – Associate’s degree in Information Systems 2007
University of Maryland (UC) 2008 – Bachelor’s degree in Information Systems 2009.