Hemal Lasan
32 Khan Boulevard, Clyde North,VIC
Summary
Highly qualified IT engineer with professional work experience seeking rewarding employment in the field. Possessing extensive knowledge in IT infrastructure deployment and management, gained through over 10 years of working for local and international IT businesses. Demonstrating productivity orientation and a strong commitment to providing the best service possible to all stakeholders.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Systems Administrator
Wesley College
05.2022 - Current
- Provided Level 3 technical expertise to support technical infrastructure in the college.
- Streamlined IT infrastructure management processes for increased efficiency and reduced downtime.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Developed comprehensive backup strategies to ensure data protection during disaster recovery scenarios.
- Delivered ICT infrastructure projects to their planned specification - UPN Migration Project, Cisco phone system replacement to Teams, AD & Exchange Upgrade, MFA Rollout, Azure Server Migration and Azure Stack HCI Implementation etc.
Systems Administrator (APAC)
Trelleborg
09.2020 - 05.2022
- Implemented and administered and maintained on all aspects of IT Infrastructure Services including servers, networking and end user devices.
- Identified, diagnosed and resolved IT infrastructure incidents as the single point of contact for all users in Australia and New Zealand.
- Delivered Lv 1, 2 & 3 support for problem identification, diagnosis and issue resolution.
- Onboarded all new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Supported asset management processes.
- Educated users on company processes to make optimal use of business systems.
- Contributed towards all project work targeted for the region.
Senior Service Desk Engineer / Onsite Engineer
Visits
10.2018 - 09.2020
- Resolved incidents throughout the entire process from identification through to closure.
- Managed and implemented standard requests and moves/adds/changes.
- Assisted client staff with general inquiries or anything to do with IT systems provided.
- Performed routine system administration tasks.
- Logged and/or processed of new tickets including answering telephone calls for the help desk and managed tickets created or updated from the Customer Portal or arriving via email.
- Creating and updated documentation relating to Help Desk services.
- Provided clients with a high level of customer service, including ongoing communication of progress.
- Identified potential problems with client infrastructure and bring these to the attention of the System Management team.
- Identified ways of improving efficiency of the Help Desk team, through improved support practices, technology, documentation or other means.
Service Desk Engineer
Neptune Managed Services
09.2017 - 10.2018
- Acted as first point of contact when dealing with incoming calls, using courteous and professional manners over the phone and email.
- Performed logging of tasks and ensure detailed and effective information is kept on each of the tasks including accurate billing information.
- Provided first level and second level support to customers and escalated any issues complaints following the Neptune workflow.
- Performed Lv 1 and 2 troubleshooting to diagnose and resolve problems relating to operating systems, hardware and software.
- Responded to all queries by email or phone from all customers.
- Ensured best practice methodologies and procedures are followed.
- Ensured competency is kept at a high level to effectively use our Service Desk application while building and maintaining customer relationships.
Desktop Support Engineer
Hewlett Packard
07.2017 - 09.2017
- Installed new or upgraded hardware and software and coordinated installation and followed up with users to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved helpdesk ticket resolution times through diligent prioritization of requests based on urgency level.
- Provided basic training on computer operation and management.
IT Executive
CMA CGM
01.2015 - 06.2017
- Assisted internal customers on situational technical and network issues.
- Troubleshooted and rectified network and system related problems including Lv 1 and 2 support requests.
- Worked with vendors & support contacts to resolve technical problems.
- Maintained all IT asset inventories.
- Managed system & network downtime as needed.
- Maintained & managed server infrastructure from hardware and application prospective.
- Implemented IT security & policies guidelines.
- Maintained SLA's for incident/service requests.
- Liaised with global helpdesk and all relevant teams to support level 3/4 support requests.
Education
Advanced Master of Information Technology - MSc (Major: Network Management)
Queensland University of Technology
Brisbane, QLD01.2012
Master of Information Technology - MSc (Major: Network Management)
Queensland University of Technology
Brisbane, QLD01.2012
Bachelor of Information Systems - BSc (Hons)
Sunway University
01.2010
Skills
- Active Directory management
- Windows & Linux server deployment & administration
- High availability solutions
- SCCM & Intune
- Backup and recovery
- DNS, DHCP, DFS etc management
- Patch management
- Scripting languages
- IT security management
- System automation
- Group policy management
Affiliations
- Member of Institution of Incorporated Engineers
- Member of Queensland University of Technology Alumni
Licenses And Checks
- Australian Citizen
- Full Australian Driver's License
- Clear Police Check
- Working with Children Check
Certification
- Microsoft Certified: Azure Administrator Associate.
- Microsoft 365 Certified: Teams Administrator Associate.
- Microsoft 365 Certified: Endpoint Administrator Associate.
- ITIL Foundation Certificate in IT Service Management V4– AXELOS Global Best Practice.
- Red Hat Certified System Administrator (RHCSA) - Red Hat, Inc.
- Red Hat Certified Engineer (RHCE) - Red Hat, Inc.
- Microsoft Certified Solutions Associate (MCSA) - Windows Server 2012 R2.
- Microsoft Certified Professional (MCP)
Timeline
Lead Systems Administrator
Wesley College
05.2022 - Current
Systems Administrator (APAC)
Trelleborg
09.2020 - 05.2022
Senior Service Desk Engineer / Onsite Engineer
Visits
10.2018 - 09.2020
Service Desk Engineer
Neptune Managed Services
09.2017 - 10.2018
Desktop Support Engineer
Hewlett Packard
07.2017 - 09.2017
IT Executive
CMA CGM
01.2015 - 06.2017
Advanced Master of Information Technology - MSc (Major: Network Management)
Queensland University of Technology
Master of Information Technology - MSc (Major: Network Management)
Queensland University of Technology
Bachelor of Information Systems - BSc (Hons)
Sunway University
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