This document provides a summary of Moustafa Arnaout's qualifications for an IT position. It includes over 20 years of experience in various IT roles including helpdesk, desktop support, network administration, and project management. He has technical skills in areas like Windows, networking, virtualization, service management tools, and certifications from Dell, VMware, Cisco, and Microsoft. Recent professional experience includes network lead roles for IBM projects at BMO and TD Bank involving migrations, troubleshooting, and technical support.

1. Moustafa Arnaout
1247 Tupper drive, Milton, Ontario L9T 5J8
Home (905) 878-8374 Phone: 647-292-2226
moustafaarnaout@hotmail.com
OBJECTIVE:
To obtain a position within the Information Technology field that will effectively utilize my academic knowledge and extensive
experience.
SUMMARY:
 20 Years of experience in information Technology and Technical Support
 Helpdesk and customer service experience
 Excellent in project management methodologies, planning, scheduling methods
 Expert in leading enterprise IT solution projects
 Strong documentation and reporting skills
 Excellent customer service, communication and presentation skills
 Excellent interpersonal, collaboration and problem solving skills
 Experience in managing large scale of IT infrastructure
 Leader of high performance teams and mentor of successful IT professionals
 Experience in studying and scoring tenders
TECHNICAL SKILLS
Project Management Tools: MS project, Power point, Excel, Access, Visio
Operating System: MS Windows 2003, Windows 2008, Windows XP, Windows 7, Mac OS
Software: MS office, Share point, Cerner, Deep Freeze, Norton Ghost, Transwiz, MDT 2012,
SCCM, CommVault, RedDawn
Virtualization: VMware, vSphere
Management: Systems and Desktop Management operations
Service Management, change and problem management
Helpdesk/Service Desk Management: BMC Remedy, CA Help Desk system, Heat, Support Magic
IT Service Management: ITIL fundamentals, service management
Networking: Technical background in networking (3com, Cisco, HP)
Hardware Support Knowledge: Hardware knowledge in servers, Desktops,
Laptops, Tablets, IPads and printers
Certification: 12 Dell certifications
PROFESSIONAL EXPERIENCE
Network Lead Technician October 2015-present
IBM Canada Ltd.
Bank of Montreal(BMO) network project
 Lead technical team during migration and support
 Implementation of Cisco Switches throughout BMO buildings and branches across Canada
 Upgrading Nortel switches with new Cisco switches in the network closets
 Troubleshooting and configuring switches as required using terminal emulation (PuTTY, hyper terminal)
 Reorganized and re-cabled switch stacks in a neat and clean
 Exceeded client targets and time-lines when arriving to and completing implementations
 Trained other project teams on migrating and troubleshooting Cisco switches
 Complete reports and provide solutions to more effectively and efficiently proceed with migrations
 Performed pre-install visit and prepare report on site status and findings prior to implementations
 Troubleshoot connectivity with network equipment when required

2. Moustafa Arnaout (647)292-2226 Page 2-4
Lead technician July 2015-present
TES-IBM project(Royal bank migration project)(TD Bank)
 Lead technical team during migration and support
 Deployed Desktops, Laptops and network printers
 Installed and configured Desktops, Laptops and network printers
 Windows 7 Migration and refresh for 75000 Laptops and Desktops
 Next day support (NDS) for users after migration for Desktops, Laptops and printers, MS office, Citris, Lynx and other applications
 Using SCCM for imaging and applications installation
 Configuring applications after migration(MS office 2010, outlook, Rightfax, Linx, Citrix, Pulse VPN, Lync 2010 and other Banking
applications)
 Documenting and training users on Windows 7 and new installed application
 Backing up and restoring data and profiles for users during migration using RedDawn
 Updating assets database in in CCU (Central Configuration Utility)
 Migration and refresh for network switches from Nortel to Cisco
Field Service Technician April 2015-July 2015
Unisys Canada (providing Dell onsite Support)
 Provide support for systems break-fix, install, add and change for Dell under warranty product
 Perform replacement for all Dell parts factory build quality
 Conduct hardware, software and network troubleshooting and diagnostics for Dell laptops,Desktops,workstations and servers.
 Document and update ticket on web based help desksystemand by phone
 Provide Top Dell quality customer service to customers in person and by phone
Technical Support November 2014-April 2015
Cargill Canada-Guelph- -
Covering: Brampton. Woodstock, London, Guelph, Burlington, Edminton, High River and US (all sites)
 Provide support for systems break-fix, install, add and change
 Perform support activities including monitoring, back-up, imaging, patching,implementation
 Managing and tracking incidents-tickets using Remedy including.
 Perform account maintenance, password resets,systemupgrades and data migrations
 Conduct hardware, software and network troubleshooting researches PC (hardware or software) problems, makes
recommendations for solutions,and repair or rebuild systems to appropriate specifications.
 Experience using remote desktop tools to provide support.
 Maintain and develop step-by-step proceduraldocumentation.
 Provide userorientation of new and upgraded hardware/software packages.
 Recommend suitable hardware/software upgrades to meet userrequirements.
 Tracks hardware/software inventory.
 Attended training on BMC Remedy version 8.1
Desktop and Network Support June 2014-October 2014
Safo Information Technology
Projects:
Intuit Canada- Mississauga
University of Toronto, Contract
Yahoo Canada, Contract
 Deployed Desktops, Laptops and network printers
 Installed and configured Desktops, Laptops and network printers (HP, Lexmark)
 Dealing with problem related to network structured cabling
 Provided support for 300+ users on their Laptops, Desktops and periphiral (Dell, HP, Lenovo and Apple)
 Desktop image design and deployment for Windows 7 using Norton Ghost, Transwiz and SCCM
 Provided support for Windows 7, XP and Mac OS x (install, troubleshoot and upgrade)
 Implementation and execution of Windows 7 migration project for 200+ users
 Upgraded and replaced network switches, routers
 Upgraded and configured MS office and outlook
 Backed up and restored data and profiles for users during migration

3. Desk Side and Helpdesk Support February 2014-April 2014
Lehigh-Hanson - Burlington and Cambridge
 Planed, designed and supervised the migration of Windows XP to Windows 7
 Supervised the upgrade of Office 2007 to office 2010
 Prepared and documented procedures to be followed by the team
 Maintain asset database for Desktops,printers, scannerand network equipment
 Supervised the deployment of new Desktops,Laptops and heavy duty network printer
 Prepared instruction documents for network configuration
 Dealt with users daily problems to insure satisfaction and smooth deployment-migration
 Documented all activities to ensure timely completion of the project
 Supervised and provided technical support to the deployment team
Moustafa Arnaout (647)292-2226 Page 3-4
Desktop and Network Support Supervisor May 2012 - January 2013
University of Toronto - Faculty of Medicine-Computing Support
 Handled and supervised projects for the replacement of network equipment (3Com, HP Procurve switches and routers)
 Implementation and execution of Windows 7 migration project
 Build the database ofasset management and subnets IPaddresses for all the building and equipment used across the university
 Supervised helpdeskand Desktop support teams for remote and onsite support for Desktops,laptops and networks for timely
completion of tickets as per SLA
 Dealing with problem related to structured cabling and Fibre Optic between buildings
 Dealt with users problems on their Desktops-Laptops-peripherals and lab networks
 Built relationships with external vendors to insure accurate service delivery
 Desktop-Servers image design and deployment for Windows 2008, Windows 7 Enterprise project, Android, Apple Mac 10
 Organized servers and network in servers rooms to insure accurate, reliable performance and easy access
 Installed additional servers and KVMs in servers rooms
 Ability to administer and update Norton Ghost, Deep Freeze, Transwiz, Belarc, and SharePoint, MDT 2012
 Organized cabling and switches in network rooms to ensure fast and optimized connectivity to all sections and departments in
Medical buildings across the university
Desktop Support and change management Manager February 2008 – August 2011
SKMC MEDICAL CITY (GOVERNMENT OF Abu Dhabi, UAE, Managed by Cleveland Clinic)
 Provide leadership to an IT Support professionals that support a multi-facility Healthcare organization
 Led numerous projects across four hospitals and large full facility clinics including blood bank center.
 Provide the necessary feedback to management to prepare Capital and Operating costs for budgeting purposes
 Implementation of additional IT infrastructure where we reduced the number of servers by putting them virtually under high
performance HP servers using VMware
 Enhanced the security by implementing new procedures and upgrading the existing security applications
 Built relationships with external vendors to insure proper service delivery to the enterprise.
 Ability to think and work independently to resolve business problems within the organization
 Managed the deployment and upgrade of 6000+ of Windows, Desktops, Laptops, Printers, Blackberry, Tablets, IPads, mobile
carts and networking equipment to support the new HIS rollout and upgrade from Meditech to Cerner health care system using
different utilities such as Norton Ghost,
 Restructured and built the IT support Department which includes recruiting of 30 IT Support Analysts,implementing procedures,
rebuilt of workshops,backup unit for immediate replacement, IT stores.
 Rebuild the IT infrastructure for four hospitals and twelve clinics including Blade and HP Servers, Cisco switches and routers,
desktops with Windows 7, Windows Server 2003/2008, Android, Apple MAC, SharePoint, MS Exchange, VPN, VoIP
 Directly involved in designing and implementing the CA Service Desk systemusing ITIL fundamentals
 Conducted meetings with CAB and other IT staff for RFC
 Supervised the implementation of VoIP telecommunication project for all hospitals and 12 clinics
Systems and Network Support March 2004 – August 2006
University of Toronto –Faculty of Medicine-Computing Support-Toronto
 Handled day to day support for systems and networks for all the university buildings
 Handled and supervised projects for replacing network equipment for the university
 Dealing with problem related to structured cabling and Fibre Optic
 Dealing with all problems inside the servers rooms (MS Windows 2003 Server and Active directory, MS Exchange Server,
Veritas netbackup installed on servers, backup servers (Data centre)

4.  Dealing with users problems on their Desktops-Laptops and peripherals and lab networks
Technical and Project Lead September 2003 – October 2003
WSRR Project IBM Canada for Scotia Bank- all branches
 Supervised team of technicians to insure proper asset management and inventory of Nova Scotia Bank
 Organized and planned applications upgrades of Desktops and Laptops to insure proper and accurate rollout
 Resolved issues escalated by the rollout teams which occurred during the rollout
 Helped and trained new team members in proper procedure and technical requirements
Moustafa Arnaout (647)292-2226 Page 4-4
Asset Management /Desktop Support and rollout co-ordinator February 2001- July 2002
Pfizer Pharmaceutical- Scarborough
 Organized five major rollouts of Desktops and Laptops for 2000+ users
 Lead teams of technicians during systems upgrades to ensure accurate and timely completion of projects
 Analyze the nature of customer problems while managing the impact to the customer, considering any potential loss of service,
customer expectations and the need for resolution
 Dealt with users problems on their Desktops-Laptop, peripherals, networks, Lotus Notes, Windows 2000
 Implementation and execution of Windows XP migration project
 Dealt with external venders on regular basis (Dell, HP, CISCO, IBM etc..)
EDUCATIONS
Bachelor of Science in Computer Science Adamson University
BMC Remedy version 7.6 and 8.1 Cargill Canada
ITIL Foundation Quintica
13 Dell certifications Dell Canada
PMI (PMP) and CAMP SMG Academy
VMware vSphere VMware
Network Engineering Canadian Career College
Cisco Network Professional Canadian Career College
MCSE Windows 2003 Canadian Career College
CA help Desk system CA
MS Exchange 5.5: Design and Implementation Son Inter Connect
CCNA and CCNP Fast Lane Computer Consultant
Tech Camp for Desktops and high end Servers Acer Academy
LANGUAGES
English and Arabic
ReferencesAvailable Upon Request