Hasnain Abid
EAGLEBY,Australia
Summary
ABOUTME
Demonstrated strength in software installation, networking, and system administration. Strong ability to identify technical issues and implement effective solutions. Significant impact made in about 3 years time in my previous roles by enhancing system performance and reducing downtime. Solution-focused Technical Service Analyst known for high productivity and efficient task completion. Excels in technical troubleshooting, system analysis, and network security management. Strong problem-solving abilities, effective communication skills, and adaptability to rapidly changing technologies ensure success in delivering optimal support and solutions in complex technical environments. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Seasoned and meticulous IT systems support analyst with almost 3 years of experience and track record of providing excellent technical support to clients. Proficient at identifying and fixing network, software, and hardware problems to guarantee smooth IT operations. Capable of carrying out system upgrades, keeping performance at peak levels, and promptly responding to user support requests. Good communication is a prerequisite for working effectively with end users and cross-functional teams. Devoted to keeping up with new developments in technology and constantly improving one's abilities to fulfil changing expectations from the industry.
Eager to improve the operation and effectiveness of IT systems by offering technical expertise, analytical problem-solving skills, and a customer-focused attitude. Demonstrated commitment to excellence in client service provision and an enthusiasm for working with and assisting people. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
3
3
years of professional experience
Work History
Technical Services Analyst
Healius
Brisbane, QLD
04.2024 - Current
- Support level 2/3 and maintain the technology infrastructure, including organisational computer systems, desktops, mobile phones, other peripherals and technology software both on location and remote.
- Providing level 2/3 Support to end-users by resolving technical issues effectively, efficiently and in a timely manner.
- Maintain local site networks, security systems, physical and virtual servers, and backup systems.
- Ensure timely proactive maintenance of the technology infrastructure, both hardware and software.
- Manage assigned tasks and workload in accordance with technology service levels and KPI's.
- Investigate and resolve a range of technical issues and incidents. Determine the root cause, identify appropriate actions and resolutions to minimize repeat incidents.
- Manage incident escalations to minimize impact to business and end users by responding and resolving service interruptions promptly
- Maintain accurate change related information such as change requests, approvals, implementation plans and post-implementation reviews.
- Identify potential risks associated with changes and develop mitigation strategies in conjunction with key stakeholders.
- Visit sites as needed for maintainance and installation of networking gear and EFTPOS machines.
- Ensure walk-ins are dealt timely and professionally.
Technical Support Engineer
Entwined Digital Signage
Brisbane
01.2022 - Current
- Log calls and tickets, manage responses during outages
- Provide advanced Tier 1 and Tier 2 technical support
- Troubleshoot, identify, and resolve problems independently
- Escalate issues using procedures, create JIRA tickets
- Develop and test technical solutions, create knowledge articles
- Coach junior Service Desk Analysts, identify process improvements
- Maintain and develop knowledge in desktop and server environments
- Participate in committees, contribute to projects, propose changes for process improvement
- Committed to excellence in client service with strong interpersonal and communication skills
- Analytical and detail-oriented with a passion for technical troubleshooting
- Adaptable under pressure, with experience handling network-wide outages
- Enthusiastic about continuous improvement, contributing to process enhancements.
Education
Master of Cyber Security -
Griffith University
01.2021
Bachelor of Computer Engineering -
SSUET
01.2018
Skills
- TECHNICALSKILLS
- Software:
- Office 365, active directory, Cisco Packet Tracer, Microsoft Exchange server
- Networking:
- Deep understanding of internet Fundamentals, network routing, OSI model, TCP/IP and SMTP protocols
- Programming languages:
- HTML, CSS, JavaScript, Python, MySQL
- Operating systems:
- Linux, Unix, Windows environment, IOS, Google Chrome OS
- Cloud Computing:
- Amazon Web Services fundamentals
- Digital signage:
- Google CDM, App space, Signage Live, Adobe experience manager
References
REFERENCES
SHUBHAMJAMBE ( SUPPORT ENGINEER AT CHEVRON DOWN STREAM AUSTRALIA ) MOBILE : 0476795526
LAKSHYAMISHRA ( SUPPORT ENGINEER AT BURGERURGE AUSTRALIA ) MOBILE : 0449959772
Languages
Urdu
Native/ Bilingual
English
Native/ Bilingual
Timeline
Technical Services Analyst
Healius
04.2024 - Current
Technical Support Engineer
Entwined Digital Signage
01.2022 - Current
Master of Cyber Security -
Griffith University
Bachelor of Computer Engineering -
SSUET
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