It Support Technical

Zaain Mohammed Zahir

South River, NJ ***** +614******** (AU) +1-732-***-**** (US) ************@*****.*** EXPERIENCE

ASTREYA PTY LTD — ICT Support Technician

November 2023 - Present

● Provide remote and desk support through GUTS ticketing platform and Inventory management of corporate assets via SAP, adhering to SLA standards.

● Create corporate access for Windows, Linux, and Chrome OS users across all teams, and deploy assets to remote google users and vendors across Australia and New Zealand.

● Manage inbound and outbound corporate assets using the SAP Inventory Management application.

● Provide first-level support and perform hardware testing for users experiencing issues.

● Liaise with the asset management team and recycling contractors to coordinate monthly e-waste sessions for the removal of unused and excessive corporate assets.

● Troubleshooting Hardware support

● Imaging Corporate assets such as windows, linux and chrome OS for engineers and non-engineer google employees and vendor employees

● Collaborate cross-functionally on goal-driven projects, including workstation setup and corporate asset imaging

INNOVINT PTY LTD — ICT systems configuration Admin September 2023 - November 2023

● Provided direct IT Support issues and delegate to relevant teams

● Performed front-end system configurations on Oracle EMC (POS Project)

● First POC on providing technical support remotely for raised inquiries

● Escalated major issues to appropriate teams when necessary

● Troubleshoot independently and resolved level 1 technical support issues

● Developed standard operating processes and procedures to enhance consistency

● Actively supported and liaised with onsite technician’s to resolve system installation related issues (POS Project).

5G Networks PTY LTD — IT Support Engineer

August 2021 - September 2023

● Liaised with customers and provided excellent customer service during technical incidents

● Experience and hands on knowledge of ITIL framework and service management according to server/network incidents & service requests

● Performed or delegated regular backup operations and implemented appropriate processes for data protection, disaster recovery and fail-over procedures using Dell EMC Avamar Backup

● Patched windows, linux, mysql and MSSQL servers for regular upgrades

● Vigilantly monitored via multiple platforms on network traffic and activity

● Investigated and resolved incidents- taking ownership on issues and seeing through until resolution.

● Provided documentation and technical specifications, within the IT team, in planning and implementing new or upgrades of IT infrastructure using Jira and Confluence. CORE COMPETENCIES

• Network Troubleshooting

• Root Cause Analysis

• Proficient

Communication

• Hardware Management

• Prioritization

• Time Management

• Remote Support

• Documentation

• Adaptability

• Self-Awareness

• Technical Writing

• Leadership &

Collaboration

• Prioritization

TECHNICAL SKILLS

Data Analytics Tools: Tableau (Beginner), Google Sheets, SAP Project Management: Jira, Confluence, FreshService, GUTs Google Ticketing Operating Systems & Platforms: Linux, Windows OS, Mac OS, Chrome OS IT Infrastructure & Systems Administration: Active Directory, IBM BigFix Console, Oracle EMC

Virtualization & Cloud Technologies: VMware / Virtualization Monitoring & Backup Tools: Centreon (IT Infrastructure Monitoring), EMC Avamar Console

(Backup & Recovery), Microsoft SCCM, Kaseya, MREMOTE Collaboration & Communication Tools: Zoom, Microsoft Teams, Google Meet Customer Relationship Management (CRM): Salesforce, Deliveract EDUCATION

University of Technology Sydney

BACHELOR OF SCIENCE (B.SC.) IN INFORMATION TECHNOLOGY Ultimo, New South Wales 2007, Australia

CERTIFICATIONS

Agile Project Management

Certified Scrum Master (CSM®)

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