Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marzi Jahan

Service Desk Analyst
Macquarie Park,NSW

Summary

An experienced system support engineer with more than 8 years of experience in mission-critical environments, end user support and managing the life cycle of tickets with advanced problem- solving skills. Marzi is very passionate about learning new technology, self-training and up-skilling that helps to keep up with the evolving technologies. Technical Skills Strong experience in configuring and maintaining end user software and Network equipment. Strong understanding of ITIL v3.0 In-depth experience for several years with Help Desk ticketing systems using Service Now, Remedy, SolarWinds, ConnectWise including raising a new SR, escalation, and closure. Routinely exceed call-handling goals, closing an average of 20 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 7 minutes well below 10-minute goal Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Hand on experience with supporting remote users. Execute Office365 migration for external users (small businesses clients 10-50 users) Execute Onboarding process and improvements for Office 365 onboarding. Exchange/Office365 support, maintenance and administration, SharePoint administration and support. Troubleshooting and managing Backup and Recovery Best Practices including Cloud backups (e.g. SolarWinds) and DR Personal/Interpersonal skills Supportive Team player with excellent communication and interpersonal skills Ability to identify and prioritize incidents and strong ability to work under pressure. Passionate about learning new technologies and sharing knowledge across a team.

Overview

2
2
years of professional experience
2
2
Certifications

Work History

Service Desk Analyst

Techsuccess
Sydney , NSW
2020.02 - Current
  • Provided technical support over phone, via email/ticketing system and onsite/face to face.
  • Handled 20+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing, and technical support.
  • Account creation, permission granting and account termination in local AD and Office365 Working experience with drafting Microsoft 365 migration and security upgrade project proposals.
  • Working experience with deploying Intune, MFA, MCAS, DLPs and other Microsoft 365 and Azure security features Provided desktop support (installation, upgrades, troubleshoot Office 2010,2013,2016, 3rd Party apps, Win 7, 8 and 10, Mac OS X) Provided email support for mobile devices: iOS, Android and Windows Phone.
  • Experience with troubleshooting and administration of: Microsoft Windows Server 2003, 2008/R2, 2012/R2, SBS (2003, 2008, 2011), Terminal services, Active Directory, Group Policy, DNS, DHCP, Exchange 2003, 2007, 2010, 2013, and Office 365.
  • Antispam/Mail filtering: TrendMicro, Built-in Office365 and Exchange mail filters.

Service Desk Engineer

Superloop
Sydney , NSW
2019.08 - 2020.02
  • Performed troubleshooting user + server issues Network monitoring and logging calls with provider if required.
  • User administration + service requests Office 365 + exchange server account administration + license maintenance, administration Logging calls with vendors on behalf of customers Management of mail filter and quarantined items.
  • User administration + service requests
  • Office 365 + exchange server account administration + license maintenance
  • Citrix administration
  • Logging calls with vendors on behalf of customers
  • Management of mail filter and quarantined items
  • Documenting solutions
  • Managed Wi-Fi training
  • Monitoring network + server alerts
  • Troubleshooting network, equipment, and service-related problems (Kaseya)

Education

Bachelor of Science - Information technology

Azad University
Tehran

Skills

Configuring and maintaining end-user software and Hardware

undefined

Certification

Ms100

Timeline

Service Desk Analyst

Techsuccess
2020.02 - Current

Service Desk Engineer

Superloop
2019.08 - 2020.02

Bachelor of Science - Information technology

Azad University

Ms100

Az900

Marzi JahanService Desk Analyst