1. JOHN SHAIKH
4014 Wheat Harvest Ln, TX 77494
281-414-6809 (cell)
Objective
To learn new technologies, use my existing experience and expand my abilities into a variety of job tasks - customer
service, internal IT support, marketing and sales. To actively participate as a team player and help my employer surpass
key performance and business goals.
Executive Summary
 Helpdesk experience - nearly 12 years in the financial services and software industries
 Internal and external customer support; hardware and software issues
 Customer service experience - more than 13 years front-line experience - telephone and in-person
 Marketing and sales - more than 2 years sales experience - health and nutrition industry
Helpdesk Skills
Nearly 12 years of Helpdesk experience in the financial services and software industries. Excellent verbal and writ ten
communication skills and a proven ability to work effectively both as part of a team and independently. Excellent technical
and organizational skills. Proven problem- solving abilities (hardware and software; PC and mainframe environments).
Disciplined, self-motivated and able to work well under pressure. Strong desire to learn new concepts and skills and make
a significant contribution to the team.
Customer Service Skills
More than 13 years customer service experience in the financial services and software industries. Proven ability to handle
and defuse conflicts through flexibility, imagination, and acceptance of responsibility. Excellent on-the-job training skills
with sound coaching and counseling abilities. Receptive to constructive feedback and able to accommodate change
quickly.
Technology Skills
 Support and operational experience with numerous software applications including:
 Database tools: Remedy, Clientele, Solve, Onyx, Microsoft SOL Server
 Operating systems: DOS, Windows 3.1, Windows 95, Windows NT 3.51 and Windows NT 4.0, Windows 2000
Professional, Windows 2000 Server
 Remote access applications: Cisco VPN, AT&T Dialer, iPass, Fiber/ink, CarbonCopy
 Mainframe products: TSOIISPF, JCL, SDSF, MAl, FOCUS
 Miscellaneous: Active Directory, Windows passwords & security, TCPIIP
Work Experience
Systems Analyst
Interwoven, lnc., Sunnyvale, California, USA
November 200 1- November 2003
Provided Helpdesk support for company enterprise-wide - domestically and internationally - as primary point of contact.
Addressed issues escalated from level 1 and level 2 technicians. Functioned as liaison between Helpdesk analysts and
Core Systems teams working to facilitate prompt resolution of open issues. Assisted in building processes designed to
streamline departmental operations. Actively participated in special IT projects as assigned. Experience includes support
for: Current experience includes support for: Windows 2000 Server and Professional, laptop and desktop computers,
Microsoft Office support, Active Directory, passwords & security, TCPflP and remote access applications. Personally
resolved more than 4200 case tickets in 2002 and reduced backlog queue by 94%. Stats for 2003 are unavailable.
Managed employee terminations through multiple cutbacks including equipment retention, access and computer
restrictions.

2. Systems Engineer
e-talk Corporation, Irving, Texes, USA
May 1999- September 2000
Provided first-level computer systems and technical support for Fortune 1000 call centers -- primarily IT/Networking and
OA staff. Resolved computer hardware and software problems by working directly with clients. Analyzed customers
existing telephony and supporting computer systems to determine additional hardware and/or software requirements.
Diagnosed, tested and recommended solutions for existing hardware networks through direct dial-up networking access
to secure servers. Diagnosed, tested and recommended solutions for software related problems using liS, SOL Server
queries, knowledge of telephony/networking structures and Windows NT. Worked with second-level support engineers to
diagnose, document and resolve unique system-related problems then worked with customers to review and implement
recommended solutions. Maintained permanent database record of client problems. Completed numerous special
projects relatedio service records and customer satisfaction initiatives.
Business Systems Officer (Branch Services)
Operations Dlvision, Toronto Dominion Bank, Toronto, Ontario
May 1998- May 1999
Provided business systems support to national network of centralized banking branches. Provided firstlevel support of
day-to-day PC, mainframe, telecommunications and office equipment. Planned, coordinated and implemented equipment
moves, additions and Changes, system upgrades and LAN conversions.
Technical Support Analyst (Helpdesk)
Client Services, Central Computing Facility, Toronto Dominion Bank, Toronto, Ontario
June 1995- May 1998
Provided first-level support for hardware and software issues in retail banking, head office and international office
environments. Troubleshooting expertise for Internet and Intranet problems. Administered internal s-mall system for
1700+ clients. Maintained permanent database record of client problems.
System Operator
Computer Operations, Central Computing Facility, Toronto Dominion Bank, Toronto, Ontario
November 1994 - June 1995
Extensive monitoring and completion of basic mainframe computer jobs - production, development, banking and general
support.
Online/ ABM Support Operator
Online Services, Central Computing Facility, Toronto Dominion Bank, Toronto, Ontario
February 1992- November 1994
Extensive monitoring and installation of automated banking machines (over 1000 machines in network). Provided first -
level support of general banking! administrative teller functions for retail banking branches. Acted as liaisonto outside
service providers (IBM, Bell Canada, Loomis, NCR, Phillips).
Education
Windows 2000 Client Administration
Global Knowledge, Sunnyvale, CA
June 2003
Focus on installation and configuration, Active Directory, Microsoft Management Console, IP address configuration and
partitions.
General Business Diploma
Humber College of Applied Arts and Technology, Toronto, Ontario
January 1984- May 1986
Focus on business administration and marketing.