Mahad Yusuf
Melbourne,
Summary
An ambitious individual who enjoys working with others and is passionate about infotech. Considered a quick learner, meticulous, well-spoken, and as demonstrated by diverse work and education histories, can succeed in any environment.
Overview
8
8
years of professional experience
Work History
Technical Consultant
CTM Professional Services
10.2022 - Current
- Interacted directly with clients to understand their business requirements and provided tailored IT consulting services to meet their specific needs
- Delivered technical presentations and training sessions to clients, enhancing their understanding of implemented solutions
- Managed virtualised infrastructure in VMWare vSphere, including troubleshooting, performance tuning, and capacity planning
- Spearheaded the design and implementation of standardised SOEs, ensuring uniformity and efficiency across the organization's IT infrastructure.
- Implemented version control and change management processes for SOEs, enhancing configuration management and reducing deployment errors
- Implemented security best practices in virtualised environments, ensuring compliance with industry standards and regulations
- Conducted regular security audits and vulnerability assessments to proactively address potential risks.
- Provided expert-level support for complex technical issues, resolving incidents promptly to minimize downtime
- Developed troubleshooting guides and documentation to empower internal teams and enhance knowledge transfer
- Recommended technology upgrades to improve client security
- Investigated system issues and implemented resolutions to reduce downtime.
- Organized system operating procedures to strengthen controls
Desktop Support Engineer
Australian Taxation Office, NEC Australia
11.2020 - Current
- Providing onsite face-to-face Level 2 and occasional Level 3 IT support to internal ATO staff for hardware, software and network related incidents across multiple offices
- Investigating problem tickets, providing troubleshooting diagnoses, and contributing to knowledge base articles with ITIL (ServiceNow)
- Installation, maintenance configuration of Cisco networking – including switches, LAN/WAN, VoIP setup and port patching
- Liaising with various stakeholders including external vendors to arrive at timely solutions for complex incidents
- Management of global group policies and membership via Active Directory
- Management of remote desktop access systems - Citrix XenApp & NetScaler Gateway
- Maintaining updated records of organisation's assets within the CMDB
- Maintenance of corporate mobile device fleet (iPhone/iPad/Mac) using MDM platforms – VMware AirWatch, Boxer and Workspace One
- Installation and imaging / setup / and deployment of software within a SOE via Microsoft Endpoint Configuration Manager
- Deployment of virtualised applications (App-V) via PowerShell
IT Service Desk Analyst
Australian Taxation Office, Leidos
07.2017 - 11.2020
- Providing Level 1 IT support to internal ATO staff for desktop / software / telephony related inquiries within a fast pace & high-volume environment
- Investigating problem tickets and resolving in a timely manner
- Remote assistance via SCCM and Cisco Jabber platforms to address end user queries
- Management of global group policies and membership via Active Directory
- Management of internal shared mailboxes and distribution lists via Microsoft Exchange
- Management of virtual desktop platforms via VMware and Citrix environments (Receiver and Workspace)
- Providing detailed reports of critical incidents and escalating to Level 2 and Level 3 support where necessary
Education
Bachelor of Laws (LLB) -
Victoria University
Melbourne, VIC11.2023
International Baccalaureate -
Australian International Academy
Coburg2012
Skills
- Strong interpersonal, oral and written communication skills
- Instruction and training
- Technical issues analysis
- Office 365
- DLP
- Microsoft Endpoint Configuration Manager
- Active Directory / Azure AD
- Mobile device management (MDM)
- Network diagnostics
- VMWare & Citrix systems
- Windows & Mac OS technical proficiency
- ITIL
Timeline
Technical Consultant
CTM Professional Services
10.2022 - Current
Desktop Support Engineer
Australian Taxation Office, NEC Australia
11.2020 - Current
IT Service Desk Analyst
Australian Taxation Office, Leidos
07.2017 - 11.2020
Bachelor of Laws (LLB) -
Victoria University
International Baccalaureate -
Australian International Academy
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