Arshard Hamid
Box Hill,VIC
Summary
Results-driven Network Administrator with extensive experience in supporting and optimizing server environments. Recognized for expertise in managing network infrastructure and troubleshooting complex issues while adhering to project scope requirements. Proven leadership abilities demonstrated through effective communication and motivation, implementing strategies that significantly enhance team performance and productivity. A strong foundation in various IT systems ensures high user satisfaction by consistently diagnosing and resolving technical challenges promptly. Known for a collaborative approach and adaptability to changing needs, fostering an environment that promotes conflict resolution and strategic planning while achieving operational goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Network Administrator
Serendib Sourcing, Australia
06.2025 - Current
- Configured and maintained network infrastructure to ensure optimal performance and reliability.
- Provided support for troubleshooting hardware and software issues across multiple systems.
- Collaborated with IT team to implement software updates and system upgrades efficiently.
- Monitored network traffic and security to identify potential threats or vulnerabilities.
- Developed documentation for network configurations, procedures, and troubleshooting guidelines.
- Assisted in training staff on best practices for network usage and security protocols.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Assisted IT staff on troubleshooting issues and closing calls.
Team Lead - Smart Communities
SuperLoop, Australia
06.2022 - 05.2025
- I manage a team of Service Desk Analysts, monitor their performance, develop timelines to achieve targets, conduct training, resolve obstacles, set objectives, mentor the team, and conduct interviews for new recruitments.
- Zendesk - Creating Users, Articles, Tags and Improvements
- Salesforce
- Experienced with JIRA
- Experienced working with Switches - Cisco, TP-Link, Juniper, Aruba, Ruckus Controller and Zone Directors
- Switches - VLans, Power, Configurations
- Highly Knowledgeable with Mikrotiks, Ruckus SmartZone Controllers
- Experienced with Servers and AccessPoints and Troubleshooting issues
- Experienced with 3CX Phone Systems - Reports, Users, Queues, etc
- Experienced with Solarwinds and Node monitoring/ troubleshooting
- Experienced working with the Paessler PRTG Monitoring System
- Troubleshooting Routers
- Recruiting and Conducting Training
- Auditing Tickets, Calls, Satisfaction
- Experience with CLI, GUI, Putty - Switch Interfaces and Navigation
- Oversaw daily operations, ensuring team adherence to safety protocols and quality standards.
- Implemented process improvements that enhanced workflow efficiency and reduced downtime.
- Mentored junior staff, providing guidance on best practices and operational procedures.
- Collaborated with cross-functional teams to streamline project execution and achieve objectives.
- Developed training materials, enhancing onboarding processes for new team members.
- Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
- Facilitated regular team meetings, fostering open communication and addressing operational challenges.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Service Desk Analyst - Managed WiFi
SuperLoop, Australia
02.2022 - 05.2022
- Resolved user issues through effective troubleshooting and ticket management in service desk environment.
- Provided technical support for hardware, software, and network-related inquiries to enhance user experience.
- Documented solutions and maintained knowledge base to streamline future incident resolutions.
- Provided technical support for hardware and software issues, resolving user inquiries efficiently.
- Documented service requests and resolutions in ticketing system to enhance knowledge base accuracy.
- Monitored and prioritized incoming support tickets to ensure timely resolution of critical issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-user's.
Wifi Network Administrator
Cinnamon Lakeside Colombo
10.2021 - 01.2022
- Monitored network performance to ensure optimal uptime and reliability
- Configured and maintained routers, switches, and firewalls for secure connectivity
- Assisted in troubleshooting network issues to minimize downtime and service interruptions
Customer Service Trainee
Pan Asia Bank
In-bound and Out-bound Call Center (Contract Project)
Voigue Pvt Ltd
Manager - Camera Crew (Contract Project)
Amazing Race USA
Education
Bachelors Degree - Cyber Security
University of Gloucestershire UK
UK01.2022
Higher National Diploma - Cyber Security
Qualifi UK
UK01.2020
Advanced Level (Cambridge Examinations) -
Lyceum International School
01.2013
Ordinary Level (Cambridge Examinations) -
Lyceum International School
01.2011
Skills
- Effective team management experience
- Effective problem resolution
- Strong organizational skills
- Precision-focused
- Network troubleshooting
- System administration
- Teamwork and collaboration
- Attention to detail
- Conflict resolution
- Coaching and mentoring
- Incident management
- Client relationship management
Accomplishments
- Documented and resolved critical network outages, restoring connectivity and enabling access for multiple users.
- Successfully managed and resolved numerous client conflicts, ensuring high customer satisfaction and retention.
- Spearheaded the implementation and configuration of a ticketing system (Zendesk) from the ground up, optimizing departmental workflow and issue tracking.
- Effectively led both internal team meetings and external client meetings, fostering communication and alignment across stakeholders.
- Hands-on experience with payroll systems and recruitment processes, contributing to efficient HR operations and talent acquisition.
Certification
- RSP 100 | Routing and Switching Protocols Exam
- RUCKUS ICX Implementer Accreditation (RICXI)
- RUCKUS Accredited SmartZone Administrator (RASZA)
- RWF-100 RUCKUS Wireless Fundamentals
- ISC2 Candidate
- Certificate in NDG Linux Unhatched by Cisco Networking Academy.
- Certificate in Introduction to Cyber Security by Cisco Networking Academy.
- Attended a post-conference workshop on Resilience through Privacy in Cyberspace of ICTer 2019 held at the University of Colombo.
Language
English
Sinhala
Timeline
Network Administrator
Serendib Sourcing, Australia
06.2025 - Current
Team Lead - Smart Communities
SuperLoop, Australia
06.2022 - 05.2025
Service Desk Analyst - Managed WiFi
SuperLoop, Australia
02.2022 - 05.2022
Wifi Network Administrator
Cinnamon Lakeside Colombo
10.2021 - 01.2022
Customer Service Trainee
Pan Asia Bank
In-bound and Out-bound Call Center (Contract Project)
Voigue Pvt Ltd
Manager - Camera Crew (Contract Project)
Amazing Race USA
Bachelors Degree - Cyber Security
University of Gloucestershire UK
Higher National Diploma - Cyber Security
Qualifi UK
Advanced Level (Cambridge Examinations) -
Lyceum International School
Ordinary Level (Cambridge Examinations) -
Lyceum International School