Masoud Raihani is an IT professional with over 20 years of experience providing desktop, network, and customer support across various industries. He has extensive experience deploying and supporting Windows 7, Active Directory, Exchange, and Cisco networking equipment. His resume highlights desktop imaging, application installation, help desk support, and project management experience at organizations such as BMO, Ontario Power Generation, and Hydro One.

1. Masoud Raihani
Information Technology Professional
54 Rowatson Road, Toronto, Ontario, M1E 1K1
Home; 416.266.2489, Cell; 416.670.3548
mraihani@rogers.com
I am an energetic self-starter who combines enthusiasm with a strong work ethic. I’m extremely
successful working as part of a team or individually. I’m able to utilize my excellent interpersonal skills
with clients and with other team members. I always strive to provide a high level of customer service and
enjoy dealing with a variety of people to meet mutual objectives.
Relevant Skills and Experiences
• Windows 7 deployments.
• SCCM
• Cisco routers (CCNA Course)
• A+ Certified Technician
• MS Workstations/Servers 2K/XP/2003/2007
• Active Directory
• MS Exchange/Outlook
• Desktops/Laptops/Printers Configuration/Troubleshooting (Lexmark, HP printers)
• Phone system (Cisco and Avaya VOIP phones)
• In depth understanding of Telecommunication network topologies
• Lotus notes support
• Remedy
• Lenovo certified server technician
• Government Security Clearance
• Altiris
Desktop customer Support Experiences
• Ten years of Customer Service and support to Law firms, financial institute, Oil industries,
Software companies and Government.
• Quick learner and good team player able to interact successfully with end users and
management.
• Good documentation practices.
• More than six years experience in Purchasing and Vendor management.
• Effective communication and interpersonal skills
• First and second tier helpdesk support for MS office/outlook/Exchange 2k and XP.
• Helpdesk Support for Citrix published applications
• Service and support experience for desktop, laptops, printers.
• Good Desktop project management and team leadership skills.
• Blackberries Support
• Desktop AV Monitoring and updating with new definitions.
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2. • Imaging Desktop, Laptops.
M. Raihani
Home; 416-266-2489 Cell; 416-670-3548
Network Administration Expertise
• Network/Desktop connectivity troubleshooting experience
• Supports backup and maintain the tape backup library
• Multi-Site technology operations
• Maximization of Systems Availability
• Good documentation practices
• Build, deploy and troubleshoot of Windows win7 workstations..
• Responsible for upgrade and patch management of workstations and servers.
Highlights of Achievements
• Completed numerous projects and assignments successfully in the areas of hardware,
software and, network upgrades for companies such as Intact insurance, BMO, Ontario
Hydro , Allstream (telecommunication company),etc. (1993-2009)
• Sixteen years of excellent customer service to over 2000 users in Oil, financial, law firms
and Telecommunications industries
Work Experience
BMO (system analyst II)- August 2014- March 2015
Completed win7 deployments project for two main branches (pathway and Harris).
Completed next day support for newly win7 migrated users.
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3. Ontario power Generation-OPG-Cap Gemini (Win7 Service Desk Analyst) Feb2014-
August 2014.
∙ Provided daily support for win7/XP system
∙ Processed email requests request for Account creation and terminations (Remedy).
. Troubleshoot printers, desktops and laptops problems.
. Troubleshoot users’ network connectivity.
Hydro One-Inergi (Win7 Deployment Analyst-April 2013- Feb2014)
∙ Provided Software/Hardware’s 2nd
level support to win7 users.
∙ Upgraded XP systems to win7 remotely and in person.
∙ Installed and configured, office 2010, VPN, wireless connection, Printer, etc.
∙ Resolved desktop/network connectivity issues
∙ resolved outlook 2010 issues as well as user training.
∙ Completed the old asset discovery and collection’s project.
∙ Provided user support for officeoutlook 2010.
Intact financial Inc (Win7 deployment- Desktop support- Sept 2012- April 2013)
∙ Installed/Configured various applications remotely (using Altiris).
∙ Upgraded XP systems to windows 7.
∙ provided desktop support to over1200 users in Win7 and XP platforms.
∙ provided office 2010 support to Intact’s employees.
∙ Provided Lenovo and HP laptops and desktops and Printers Support.
∙ Taking lead on moves/adds projects as well as Vendors management.
Hydro One (Win7 Analyst-Rollout project- Nov 2011- May 2012)
∙ Replaced existing laptops and desktop with up to date hardware.
. Troubleshoot Configured SCCM clients.
. Troubleshoot any hardware/software and network problems .
. Provided 2nd
level user’s support for any Win7 issues (ITSM ticketing).
. Deployed applications Via SCCM express to newly imaged win7 systems.
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4. RBC Canada-Teksystems (Advanced Helpdesk Support May 2011- Sept 30th)
∙ Troubleshoot SMS logs for Severs Software Distribution
∙ Repaired SMS client.
∙ Provided solution to 2nd
level desktop.
∙ working with peregrine ticketing system
Hydro One (contract-Rollout Project Nov 2010- Jan 2011)
∙ Setup and trouble and repair desktop and laptop for clients such as Hydro one.
∙ Setup and trouble shoot printers.
Toyota Inc (Mar. 2010 – Oct. 2010)
Helpdesk/Desk side (1st and 2nd
Level)
• Supported over 800 users across Canada
• Supported Lotus notes 8.5
• Supporting MS office 2003 and 2007 and Main frame apps.
• Performed troubleshooting and maintenance of desktops, laptops, printers and
citrix clients.
• Supported remote access users (Juniper).
• Supported and troubleshoot daily network issues.
• Processed user requests through Assyst, Emails and VM.
• Performed backup and restore of lotus notes mailboxes and any other user’s data.
Allstream (AT&T)
Desktops/Network and Technical sales support (Mar. 2008- Feb. 2010)
• Imaged new laptop with XP and office 2003.
• Used Assyst ticketing system for supporting 800 users on-site and 300 users remotely.
• Used SMS for software distribution.
• Installed and configured various type of applications (Lotus notes, Oracle, Ms Projects,
Visio, etc).
• Imaged laptop using and desktop using Norton Ghost/AD.
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5. • Transferred data and outlook files from old desktops to new laptops.
• Configured wireless routers with network firewall for remote users.
• Configured IP phones for Home office users. Provided remote helpdesk support to
various users.
Market-Bridge Inc.
Desktop Support Analyst/Sales Support (Aug2007- Mar.2008)
• Configured new laptops, desktop with windows XP.
• Installed and configured servers (Dell) with win 2003.
• Participated in installation of Avaya switches and phone system Project.
• Purchased and configured new desktop, laptops, printers and blackberries.
• Re-imaged Desktops and laptops for new deployments
• Created and supported user accounts and groups in Active directory.
• Supported Ms Office 2003 and 2007.
• Supported outlook 2003 and 2007
• Supported VOIP Avaya phone system.
• Installed and supported VPN for remote users.
• Troubleshoot LAN/WAN connectivity issues.
• Provided 24/7 desktop and network support.
• Implemented and documented procedures for the new call center.
• Provided monthly audit of systems.
• Used VERITAS Backup for local servers.
St. Mary’s Cement.
Helpdesk Support. (July. 2004-Aug 2007)
• Performed duties of backup administrator for 50 servers across the Canada and US.
• Supported VPN/Dialup Access. Supported Outlook/Ms office for W2k and XP systems.
• Performed helpdesk duties using Remedy.
• Resolved hardware and software problem in person and by phone.
• Supported Citrix Published applications across Ontario and United states.
• Monitored servers and network connectivity.
• Provided daily report of network activity for IT manager.
• Imaged and configured laptop and desktop.
• Participated in Servers’ hardware upgrade projects and documented any changes.
• Installed new service packs and software patches on the servers.
• Contacted Dell and ARCserve for service calls.
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6. Abtron Computer Services Inc.
Rollout project for Hydro One (Mar 2004- July 2004)
o Completed the project of 400 new IBM desktop replacements for Hydro One including
re-imaging OS, configuring application and transferring data.
o Supported the users for any software and hardware issues after system setup.
MGI/ROXIO, Inc.
Desktop Support, Team Leader (Jun. 1999-Jul.2004)
• Managed the team of three desktop support technicians.
• Created win2k and XP OS images (Norton ghost) for new systems.
• Provided first and 2nd line of support for helpdesk.
• Provided System administration and user account management (create and delete account
and password reset) on corporate Windows NT 4.0, Win 2K and XP environment.
• Installed VPN and supported mobile and remote users.
• Installed and configured server’s hardware (dell and Compaq).
• Installed routers (3com and Cisco).
• Created and supported FTP site in NT 4.0 environment.
• Managed servers, workstations CD and tape backup library.
• Monitored the usage of network resources and security issues.
• Monitored, troubleshoot and maintained LAN and WAN connectivity.
• Managed hardware purchase, vendor management, RMA and repairs..
• Maintained and supported the corporate anti virus updates for servers and desktops.
• Completed desktop project for new Call center (in Toronto office).
SHL System House-Contract
Desktop/Network Support (Feb1997-Jun.1999)
• Performed network administration duties.
• Created user accounts and printer queues in Novell and NT environments.
• Completed workstation and server’s backups.
• Installed and configured new Servers and workstations.
• Researched and evaluated new technologies.
• Performed server’s upgrades.
• Repaired and Installed Lexmark and HP printers
• Repaired and upgraded HP, Dell, and IBM workstation.
• Traveled to various site for rollout and support projects.
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7. Desktop Support Minden gross, Law firm (Mar.1994- Feb.1997)
● Configured, installed, and maintained local area network hard wares and soft wares.
● Installed and configured new desktops and laptops.
● Completed daily requests via email, phone and desk side visit.
● Monitored network activities.
● Performed market research on verity of hardware equipment and software applications
Education
• Computer Engineering Technologist (Seneca College)
• PC management diploma (Primtech)
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