Hamza Usman
Sydney,Australia
Summary
Experienced IT Support Specialist with a proven track record of delivering high-quality technical services, maintaining service desk tools, and ensuring compliance with security and access management policies. Skilled in troubleshooting, problem-solving, and providing excellent customer service. Committed to fostering a collaborative work environment that supports organizational growth and community-driven values. Passionate about consistently delivering reliable technology support to end-users. Personable and analytical problem-solver with a knack for swiftly diagnosing and resolving technical issues. Possesses a solid foundation in computer networks and software systems, paired with proficiency in troubleshooting and customer support. Capable of enhancing operational efficiency and delivering effective IT solutions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Support Engineer
JSD Transport
08.2022 - Current
- Led escalation management closely coordinating with senior technicians to resolve complex technical challenges and improve ticket resolution efficiency
- Contributed to the design and update of IT service documentation, including technical manuals and knowledge articles, to ensure up-to-date resources for support teams
- Delivered high-quality service and mentorship to new support staff, fostering a supportive environment aligned with company goals
- Provided first-level technical support to end-users via phone, email, and in-person, troubleshooting hardware, software, and network issues
- Resolved IT-related issues such as password resets, software installation, printer setup, and basic network troubleshooting
- Assisted with the setup and configuration of new computers, mobile devices, and other office equipment
- Logged and tracked support tickets in the company’s ticketing system, ensuring timely responses and issue resolution
- Escalated complex issues to senior technicians or specialized teams when necessary
- Maintained up-to-date documentation of IT systems, procedures, and user guides
- Delivered excellent customer service by patiently assisting non-technical users and maintaining a professional demeanour
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
IT Support
Business IT 365
11.2021 - 07.2022
- Provided L1/L2 support for end-users, diagnosing and resolving hardware, software, and network issues both on-site and remotely
- Set up and deployed new IT equipment including desktops, laptops, printers, tablets, and meeting room devices
- Assisted in the procurement process and managed IT equipment inventory, including evaluating suppliers and maintaining accurate records
- Secured and maintained client cloud infrastructure, managing cloud backups, monitoring security protocols, and implementing best practices for data protection
- Successfully onboarded new clients by configuring and optimizing cloud environments to meet their specific requirements
- Conducted routine system maintenance, including patch management and updates, to ensure optimal performance and security
- Administered Microsoft 365 solutions, managing Office, Teams, SharePoint, and Intune for user accounts, permissions, and configurations
- Collaborate with cross-functional teams to deliver technology services, ensuring service-level agreements (SLAs) are met
- Implemented security measures and managed conditional access policies to safeguard IT systems and data
- Maintained detailed documentation of IT configurations, processes, and procedures for compliance and reference
- Provided high-quality end-user support, effectively communicating technical information and resolving issues to ensure customer satisfaction
- Collaborated with IT support team to troubleshoot issues efficiently minimizing downtime of critical systems.
- Ensured timely resolution of technical issues through diligent system monitoring and prompt reporting to IT support staff when needed.
- Established a clear line of communication between IT support staff and non-technical employees for seamless issue resolution.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
Education
Bachelor of Information Technology -
Australian Institute of Business and Management
Sydney, AU01.2021
Certificate IV in Business Administration -
Martin College
01.2018
Skills
- Office 365
- Entra ID
- Troubleshooting
- TCP/IP
- OSI
- Network administration
- Backup
- Microsoft Office
- Window
- Firewall
- ISO27001
- ITIL Framework
- Verbal communication
- Incident Documentation
- SIEM
- Asset Management
- Communication skills
- Multi-tasking
- Problem-solving
- Email Security
- DNS
- DHCP
- Compliance
- Intrusion detection
- Intrusion prevention
- Troubleshooting skills
- Hardware and software installation
- Application support
- Application installations
Certification
- Microsoft 365 fundamentals, 2024
- CompTIA Security+, CompTIA, 2023
- Cisco Switching and Routing, LinkedIn Learning, 2023
Projects
Security Operation Center (Home labs), TryHackMe, 01/01/22, Present, Remote, Completed Threat Hunting, SOC Analyst, and Incident Response home labs, after which can apply your knowledge to a real-world problem., Participated in Wireshark, Nmap, Snort, and other security tools for diagnosing and resolving technical issues., Monitored antivirus software updates, vulnerability scanning containment of infected computers using tools such as Microsoft Sysinternals, Nmap and Wireshark., Implemented IT security protocols to protect network security devices, client workstations, and servers by configuring firewalls and switches., Understanding of internal controls and risk assessment in financial reporting by conducting a risk assessment using a predefined template and developing a risk response plan., Developed and executed an extensive policy and procedure management program that resulted in a reduction of repetitive work for the SOC. Cyber@ANZ, Forage, 08/01/22, 09/30/22, Investigated phishing attacks and unauthorized access attempts, using social engineering techniques., Reported suspicious activity to management and updated internal systems., Reviewed and monitored internal network, proposing security solutions based on insights., Supported internal information-sharing within the Cyber Intelligence team., Researched threats and vulnerabilities affecting industry trends, proactively monitoring potential threats, and implementing system.
Timeline
Support Engineer
JSD Transport
08.2022 - Current
IT Support
Business IT 365
11.2021 - 07.2022
Certificate IV in Business Administration -
Martin College
Bachelor of Information Technology -
Australian Institute of Business and Management
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