Abraham (Noman Zaheer)
Moorooka,QLD
Summary
Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows, Linux platforms. Offering 5 years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Overview
12
12
years of professional experience
Work History
Desktop Support Analyst
SMEC
06.2023 - Current
- -Resolving day to day IT issue from different department, working with almost 5000 users, fixing issue of IT hardware and software onsite and remotely
- Act as the escalation point for the Level 1 support team, diagnosing and resolving Level 1 & Level 2 tickets.
- Setup and Maintain switches, Servers and NAS
- Provided on-site and remote technical support to users.
- Setting up VM and give support to VCenter and VSphere.
- Installed new hardware and software, patched systems, and configured settings.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Intune Setup – Enrollment for new Computers and mobiles
- Setting up MFA for client
- VPN Connectivity Solution
- Enhanced system performance by troubleshooting and resolving technical issues for endusers.
- Fixing Printers issue remotely
- Administration of Uniflow software for printers.
IT Support
INSTITUTE for urban indigenous health
02.2023 - 05.2023
- Resolving day to day issue from clients, working with almost 1600 users from 100 plus clinics, fixing issue of IT hardware and software
- Creating mailbox and assigning licenses for MS 365 products
- Ensured seamless day-to-day operations by diligently managing facility maintenance requests, IT support tickets, and supply inventory levels.
- Adding members to distribution list
- Increased organizational agility by creating self-service analytics tools that empowered users to make informed decisions without relying on IT support.
- Mapping Share Drive for User
- Using VMware to deploy Virtual machine and OS
- Played a key role in system upgrades or implementations as a liaison between IT support team members and finance users to ensure smooth transitions for General Ledger Analysts workstations adjustments.
- Using VMware to access, manage and control all VM
- Deploy VPN Remotely
- Password Resetting from AD
- Intune Setup – Enrollment for new Computers and mobiles
- Setting up MFA for client
- VPN Connectivity solutions
- Fixing Printers issue remotely
- Sync User into Paper Cut software
- Managing mailbox in Azure Active Directory.
IT HELP-Desk
TechnoPerch
02.2022 - 02.2023
- Resolving day to day issue from teams and looking after the client’s issue, allocating task and tickets to different teams, software using to perform different task: Creating New User in Active Directory
- Creating mailbox and assigning licenses for MS 365 products
- Self-motivated, with a strong sense of personal responsibility.
- Adding members to distribution list
- Worked effectively in fast-paced environments.
- Outside domain members adding
- Give Access to share drive
- And Shared mailbox Azure
- Mapping Share Drive for User
- Using VMware to deploy Virtual machine and OS
- Deploy VPN Remotely
- Password Resetting from AD
- Intune Setup – Enrollment for new Computers and mobiles
- Setting up MFA for client
- VPN Connectivity solutions
- Fixing Printers issue remotely
- Sync User into Paper Cut software
- Managing mailbox in Azure Active Directory.
Solution Tester
Zap Technology
05.2019 - 01.2022
- Working in a team as Solution Tester where I test different modules of business, that includes data validation and Verification against different ERP, logging and resolving bugs, fixing issue in solution
- Creating Test cases
- Testing Different modules
- Working on Sales, Procurement, Finance, Manufacturing Dashboards
- Resolving Tickets in TFS
- Fixing issue after identifying in the solution
- Update the record in testing environment.
- Ensured compliance with industry standards by rigorously following established testing methodologies and best practices.
- Identified critical bugs through thorough testing processes, enhancing overall product performance.
- Conducted performance tests using various tools to evaluate system response time under different load conditions.
- Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.
- Raised descriptive, concise and useful defect reports and quality standards to showcase testing process.
IT Help Desk Support
Sybird
11.2013 - 01.2016
- Resolving day to day issue from teams under supervision of IT administrator, I was managing 100 people of floor in call center that were taking inbound calls from Telecom Company’s customer
- Looking after the user’s issue, resolving task and tickets from different teams, technology using to perform different task: Creating New User in AD from script
- Creating mailbox and assigning licenses for MS 365 products
- Adding members to distribution list
- Outside domain members adding
- Give Access to share drive
- And Shared mailbox Azure
- Mapping Share Drive for User
- Using VMware to deploy Virtual machine and OS
- Deploy VPN Remotely
- Password Resetting from AD
- Intune Setup – Enrollment for new Computers and mobiles
- VPN Connectivity solutions
- Fixing Printers issue remotely
- Managing mailbox in Azure Active Directory.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Database Developer
MTBC
02.2012 - 10.2013
- Extracting data from different database use SQL queries, providing data in excel sheet to different department on demand
- We were 8 people in database team who were managing DBS, update tables as per user demand, truncate table, insert data into tables, make backups
- Developing and maintaining database solutions using SQL Server
- Writing complex SQL queries to extract, manipulate and analyze data
- Designing and implementing database structures, tables, indexes and views
- Create Stored procedures, triggers, and functions to automate tasks and enforce data integrity
- Collaborating with software developers to integrate database functionality into applications
- Troubleshooting database issues and providing timely resolution
- Documenting database design, processes, and procedures for reference and training purposes.
- Created and updated database designs and data models.
- Identified issues within databases, performed troubleshooting and implemented effective solutions.
- Collaborated with cross-functional teams to deliver high-quality database solutions within established project timelines.
- Modified databases to meet needs and goals determined during planning process.
- Evaluated, designed, implemented, and modified databases and database applications.
- Developed and updated databases to handle customer data.
- Built databases and table structures for web applications.
Education
Master of Information Technology - Networking and Cloud Computing
Charles Sturt University
Brisbane, QLD11.2018
BSIT - Networking
Arid Agriculture University
Rawalpinidi09.2013
Skills
Technical support expertise Active Ditory Management
Troubleshooting skills
End-user support
Ticketing system proficiency
SCCM
Remote Desktop
Microsoft Exchange
VPN
Help Desk Experience
IT Security Best Practices
Network Connectivity
Software Upgrades
Incident Management
Performance Management
Hardware upgrades
Cloud computing knowledge
Excellent Communication
References
- Syed Aqeel Jaffari, 0449-567957, CEO – TechnoPerch
- Savio, 0419 808 428, Lead - IUIH
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Punjabi
Full Professional
Timeline
Desktop Support Analyst
SMEC
06.2023 - Current
IT Support
INSTITUTE for urban indigenous health
02.2023 - 05.2023
IT HELP-Desk
TechnoPerch
02.2022 - 02.2023
Solution Tester
Zap Technology
05.2019 - 01.2022
IT Help Desk Support
Sybird
11.2013 - 01.2016
Database Developer
MTBC
02.2012 - 10.2013
Master of Information Technology - Networking and Cloud Computing
Charles Sturt University
BSIT - Networking
Arid Agriculture University
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