Wasif Rafique

Working as a project lead for the Project Infrastructure Team, focusing on improvising core infrastructure and centralized firewall management. Collaborating with clients for IT migration, creating migration strategies, and providing training for migration cutover and domain moves.

Monitored daily Symantec alerts, created new hire accounts on the domain, and updated system inventory on Snipe IT. Created virtual machines for development users, managed shared drive access and file server folder permissions, and troubleshooted Amazon Connect.

Ensured AD replication traffic optimization and security maintenance in accordance with TSA policy. Used Citrix Xen server to create and manage virtualized server infrastructure and SCCM for remote control, patch management, and OS deployment. Analyzed critical data and process flow information to provide solutions and resolve issues.

Designed and developed specific instances of RTC to support complex business issues, ensuring tracking of critical client data and providing reporting and analytics. Managed workflow in client and IBM systems, ensuring accurate and timely documentation. Provided insight across the material management system to assist innovation and process development.

Maintained operating systems and applications, ensuring availability and network security. Ensured Enterprise Systems and Applications met or exceeded targets as defined in Service Management Policies and Procedures. Proactively monitored backup jobs and ensured availability of VMware resources, resource pools, and Virtual Machines.

Handled troubleshooting requests on the service desk manager, including installing new devices, Windows troubleshooting, and hardware and network troubleshooting. Improved support service levels and established good working relationships with customers/clients.

Marketed client's products on calls and maximized sales in an outbound call center environment. Attained 97% customer satisfaction level through effective query response and problem resolution strategies. Streamlined call forwarding mechanisms and synchronized customer databases to reduce average call processing time.

Completed System Administrator training at IBM Service Academy. Developed skills in managing and maintaining IT systems and networks.

Undertook CCNA training to gain expertise in networking concepts and technologies. Focused on routing, switching, and network security.

Completed Project Management training, focusing on methodologies and best practices for project execution. Acquired skills in planning, organizing, and managing projects effectively.

Completed a Bachelor of Information Technology, gaining a strong foundation in IT systems and infrastructure. Developed effective technical knowledge and interpersonal skills for professional environments.

Completed training in Cloud Infrastructure and Architect at IBM Service Academy. Gained expertise in designing and managing cloud-based systems.