SAAD KHAN

Experience

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  Sitel Group

  Mar 2005 - Dec 2005

  Dell on Call (Technical Support)
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  Dell Technologies

  Apr 2006 - May 2007

  Technical Support (ACS)

  • Provide technical / functional assistance to second level support personal for escalated and complex calls, while ensuring a positive customer experience.• Troubleshoot Microsoft Office suite software using Microsoft debug tools. • Troubleshoot, configure, debug and administer various software applications on Windows Vista/XP/2000• Troubleshoot and tested network issues on Linux (Ubantu) and Windows based environments.• Write small scripts in Perl to parse error logs. • Scrub customer problem tickets by reviewing, prioritizing and debugging among team members. • Bring customer escalated issues to proper resources to ensure the time frame involved meets or exceeds service-level restoration time. Show less

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  Carleton University

  May 2009 - Aug 2010

  Research Assistant

  • Obtained CO2 and water vapor data using Infrared Gas Analyzer (LI-840 IRGA) with NEE.• Utilized CR23X data logger (Campbell Scientific) to collect all data and Matlab for data mining. • Gas chromatography used to analyze samples from Static opaque chamber. • Developed and preformed complicated research projects in a team environment such as Net Ecosystem Exchange (NEE) via gas chamber technique, Methane gas chamber, Water table measurements, and leaf area index.• Debug and troubleshot various equipment on field such as Infrared Gas Analyzer (LI-840 IRGA), Soil Moisture probe, air pump for NEE. Show less

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  Best Buy

  Oct 2010 - May 2011

  Counter Intelligence Agent (CIA)

  • Troubleshoot and debug complex hardware and software issues on various laptops and desktops.• Design, configure and install different operating system to the customer need i.e. Ubuntu, Windows 7/Vista/XP and Mac OSX Leopard/Snow Leopard• Work in team environment and log critical cases using various software databases.• Troubleshoot, debug and provide tutorials to customers about complex application usage (Anti-Virus / other software) and networking (Wi-Fi and Hard-wired).• Troubleshoot and configure various cell phones and PDA’s i.e. iPad, Blackberry, Tablets etc.• Created Backups for customer machines and restore images for system restore. • Contact customers via phone or email to discuss case details and help resolving complex issues of a colleague. Show less

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  Volt

  Jan 2011 - Oct 2011

  TECHNICAL SUPPORT REP.

  • Troubleshooting and configure RSA SecurID token for VPN• Setup Corporate and home wireless for Clients. • Reset and Unlock Account using SAP unlock and reset SAP Netweaver.• Resetting and Enabling user password and account using Novell Console One, Password Management, IMS, and Windows Active Directory.• Setup, Troubleshot, and debugged Microsoft Outlook and Microsoft Office Suite.• Installing and pushing various Applications over the network to client's computer using Desktop Management System (DMS) and SDS2 Deplyment tool. • Troubleshot and configured various applications as Adobe Acrobat, Java, Power2Learn etc.• Remotely connect to client’s computer to configure and install various applications.• Used NSA account to remotely setup active directory accounts.• Resolved all kickback tickets from other technicians • Reset and Enable Accounts, Troubleshot and Debugged SAP Software Remotely.• Updated Right Answers Knowledgebase for Troubleshooting Techniques for other IT Personals. Show less

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  DispatchUs Inc

  Aug 2011 - Apr 2012

  IT Technical Support /Service Calls

  IT Technical Support /Service Calls – People To Go/Dispatch US August 2011 – Present • Setup and configure account on the network (Windows XP® and Windows 7®). • Migrate Windows profile using Windows Easy Transfer®• Windows 7® deployment for several businesses (Stock Trans., Investors Group etc).• Re-image desktop using Norton Ghost® and Acronis®.• Install and Configure Windows 2003® Server for POS systems.• Diagnose, troubleshoot, and repaired Dell® desktops and laptops. • Perform ram upgrade on Lexmark printers.• VLAN Widening Project to update IP range on all network equipment for Metro® and Food Basics®.• Install and Setup Lexmark Multi Function printer on the network with hardware upgrades.• Setup POS systems, Personal computers, and printer support at several Scotia Bank® locations.• Setup and configured Windows Server 2003 for Children’s Place® at several locations. • Onsite support for hardware and software issues for STOCK® Transportation (National Express Corp) Show less

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  Royal Canadian Mint

  Nov 2011 - Mar 2012

  Windows 7 Deployment

  Windows 7 Deployment Technician (Contract) – Royal Canadian Mint November 2011 – March 2012• Organized and Managed the Deployment project using Microsoft Outlook®• Created inventory for over 400 systems in Microsoft Excel®.• Build and Test Personal computers (Lenovo®/IBM®, Toshiba, Dell)• Build custom Windows 7 images for various departments using Lite-Touch Deployment tool using MDT 2010.• Install, test and support application like HR Manager®, SmarTeam® (Dassault Systèmes), Catia®, Snagit®, Blackberry Desktop Manager®, AutoCAD® 2011, Adobe® CS5, CS4 and CS3 etc.• Setup and configured database settings for various software i.e. Cognos, Atlas for Microsoft Dynamics AX 4.0.• Created Virtual VMware® images for software that was out of support for Windows 7. Show less

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  Royal Canadian Mint

  Jun 2012 - Sept 2013

  Microcomputer Support Specialist (Contract)

  Microcomputer Support Specialist (Contract) – Royal Canadian Mint June 2012 – Present • Support Corporate software including Adobe Acrobat®, Adobe Photoshop®, ArtCAM®, various DASSAULT SYSTEMES® SOFTWARES, MICROSOFT OFFICE® 2007 and 2010.• Created knowledgebase articles for software installs, network issues, and hardware builds.• Build custom images using ImageX® and Acronis® for several different hardware. • Created user accounts and well as added new computer through Active Directory®.• Troubleshot and repaired HP®, Xerox®, and Konica Minolta® printers.• Created Custom images for Shipping DAX ERP system with Powershell Scripts. • Help troubleshoot network and firewall issues with the integrity team.• Create and close tickets using FootPrints® ticketing system.• Troubleshot and configured RSA® SecurID for VPN connectivity to Mint`s® Network. Show less

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  Fortinet

  Jan 2014 - Jan 2017

  Technical Support Engineer

  Working on day-to-day issues related to Fortigate, FortiADC, Coyotepoint, and Fortimail, FortiAuthenticator. Testing out configuration and implementation of network security, load balancing, spam control in lab environment. Help other colleges with day-to-day tickets and verifying bugs.

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  Sophos

  Mar 2017 - Jul 2018

  Senior Technical Support Engineer

  • Providing guidance to customer and work colleagues for network security implementations using Sophos XG and Sophos UTM firewall.• Support multiple cloud-based services via Sophos Central with implementation and configuration • Analyzing network threats via packet captures, IPS/IDS signatures, Network flow and logs from UTM components.• Troubleshooting and Diagnosing problems within SFOS and UTM9 operating systems• Specialist in understanding of certificates and implementation of certificate for Sophos XG and Sophos UTM firewalls.• Assisting clients with configuring VPN, UTM (AntiVirus, Application Control, Web filtering, Data leak prevention, Intrusion Prevention)• Creating Knowledgebase articles for implementing third-party products with Sophos Firewall and cloud services. • Escalating ticket for bugs identified and root cause analysis to GES Show less

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  Palo Alto Networks

  Sept 2018 - now

  • Sr Technical Marketing Engineer

    Mar 2024 - now

  • Sr. ETAC Engineer

    Sept 2021 - Mar 2024

  • Senior Technical Support Engineer Tier 3

    Jan 2020 - Sept 2021

  • Senior Technical Support Engineer

    Sept 2018 - Jan 2020