Hasnain Abid
Australia
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
3
3
years of professional experience
Work History
Technical Services Analyst
Healius
2024.04 - Current
- Enhanced end-user experience through the provision of thorough technical support, including troubleshooting and issue resolution.
- Managed incident tickets effectively, prioritizing urgent matters and ensuring swift resolution of issues.
- Assisted in the implementation of new software solutions, resulting in increased productivity across the organization.
- Developed comprehensive documentation for IT processes, contributing to more efficient team operations.
- Proactively monitored systems to identify potential issues before they escalated, minimizing disruptions to business operations.
- Conducted regular system maintenance tasks, ensuring optimal performance and reducing downtime.
- Coordinated with other IT teams during major system rollouts or changes, ensuring seamless integration into existing infrastructure without compromising user experience or service quality.
- Served as a trusted resource for colleagues in need of technical assistance, providing guidance and support that empowered them to excel at their roles.
- Participated in team meetings to discuss ongoing projects and share insights on best practices within the field of IT support services.
- Support and maintain the technology infrastructure, including organizational computer systems, desktops, mobile phones, other peripherals and technology software both on location and remote.
- Maintain local site networks, security systems, physical and virtual servers, and backup systems.
Technical Support Engineer
Entwined Digital Signage
2022.01 - 2024.04
- 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
- 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.
- Ticketing tools: Microsoft dynamics 365, Service now.
- Cloud Computing: Amazon Web Services fundamentals.
- Digital signage: Google CDM, App space, Signage Live, Adobe experience manager.
Languages
English
References
- SHUBHAMJAMBE, SUPPORT ENGINEER AT Youi AUSTRALIA, 0476795526
- LAKSHYAMISHRA, SUPPORT ENGINEER AT Accenture AUSTRALIA, 0449959772
Timeline
Technical Services Analyst
Healius
2024.04 - Current
Technical Support Engineer
Entwined Digital Signage
2022.01 - 2024.04
Master of Cyber Security -
Griffith University
Bachelor of Computer Engineering -
SSUET
Similar Profiles
Hasnain AbidHasnain Abid
Technical Services Analyst at HealiusTechnical Services Analyst at Healius
Deepika LimbuDeepika Limbu
Service Desk Analyst at Healius LimitedService Desk Analyst at Healius Limited
Lihua YuLihua Yu
Technical Officer at Healius Pathology Ltd PtyTechnical Officer at Healius Pathology Ltd Pty