FEROZ MOHAMMED
Brisbane,Australia
Summary
ICT Support Field Engineer with Unisys, known for improving incident resolution efficiency and user satisfaction. Skilled in IT support and troubleshooting, utilizing strong problem-solving capabilities to enhance processes. Demonstrated success in training personnel and optimizing resource management, leading to cost reductions and improved service quality.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ICT SUPPORT FIELD ENGINEER
Unisys
Brisbane, Australia
04.2023 - Current
- Reduced incident resolution time by 30% through streamlined troubleshooting protocols and optimized ticketing system usage.
- Achieved 95% success rate in scheduled service maintenance, minimizing downtime across multiple sites.
- Increased user satisfaction ratings by 20% via effective communication and timely resolutions for all users.
- Conducted training sessions for new support staff, boosting team productivity and knowledge retention by 25%.
- Implemented resource management strategies, cutting hardware procurement costs by 15% while preserving service quality.
- Resolved recurring technical issues, leading to 50% decrease in support tickets related to hardware failures.
FIELD ENGINEERING TECHNICIAN
Hays Client as Unisys
Brisbane, Australia
11.2021 - 04.2023
- Maintained positive client relationships by customizing technical support approaches based on individual customer experience levels.
Prioritized and resolved incidents and service requests through ServiceNow to deliver seamless support experiences.
Researched emerging technology trends regularly to enhance support capabilities and develop innovative solutions.
Executed thorough diagnostics and reviewed technical manuals to address hardware and software issues, minimizing downtime.
Traveled to various locations for on-site troubleshooting and repair of ICT-related problems to ensure client satisfaction.
Set up equipment for users by installing necessary cables, operating systems, and software to facilitate workflow transitions.
Engaged in collaborative problem-solving with team members to tackle complex technical issues effectively.
Recorded support requests and resolutions accurately to enable efficient reporting and management of support activities.
Education
Master of Information System & Technology Managment -
Griffith University
QLD06-2020
BACHELOR OF ELECTRONICS AND COMMUNICATION -
SBIT Collage
Khammam, Hyderabad, India05-2017
Skills
- IT support and troubleshooting
- Network diagnostics and virtual desktop support
- Application and software support
- Microsoft 365 administration
- Identity and access management
- Service level agreement management
- Incident ticketing systems (eg, ServiceNow)
- Enterprise storage solutions
- PC and software installation
- Technology integration strategies
- Technical training and development
- Problem-solving skills
- Customer service excellence
- Time management techniques
- Effective communication skills
- Data-driven decision-making
- Business data reporting
- Process improvement strategies
- Relationship building
Certification
- Dell and Lenovo Hardware Certification.
Personal Information
Title: IT Technical Support Expert
References
Reference available on request.
Timeline
ICT SUPPORT FIELD ENGINEER
Unisys
04.2023 - Current
FIELD ENGINEERING TECHNICIAN
Hays Client as Unisys
11.2021 - 04.2023
Master of Information System & Technology Managment -
Griffith University
BACHELOR OF ELECTRONICS AND COMMUNICATION -
SBIT Collage
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