Mati Ur Rehman
Melbourne,VIC
Summary
Dynamic IT Support professional with proven expertise at Techaway IT Solutions in diagnosing and resolving complex technical issues. Skilled in Windows and macOS environments, I excel in communication and problem-solving, having successfully managed over 300 computer installations and enhanced user satisfaction through effective support strategies.
Overview
8
8
years of professional experience
Work History
It Support Help Desk Engineer
Techaway IT Solutions
Docklands, Melbourne., Vic
01.2025 - 06.2025
- Created support service tickets and used web-based ticketing systems to track and deliver support services.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Performed maintenance and upgrades to existing computer systems as needed.
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Installed, serviced and upgraded over 300 Windows computers.
- Assisted the network team in monitoring network servers.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Server setting up for maintenance future proofing and support.
- Administrating AD, SCCM and Exchange server to support users
- Conduct analysis, prepare reports and present to management for appropriate decisions for projects
- Asset tagging and prepare inventory of iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
Junior IT Support Officer
Alogic Corporation Pty Ltd
Dandenong South, Melbourne., Vic
01.2024 - 12.2024
- Installing and maintaining computer and network
- Setting up computer workstations including peripheral devices
- Setting up user account and profiles
- Troubleshooting to diagnose and resolve the Windows 10,8 and 7 problems
- Document actions and resolutions within helpdesk ticket
- To provide Service Request and IMAC (Install, Move, Add and Change) services for requests logged in ServiceNow
- To provide effective communication for all types of incident and request ensuring that the users are always kept informed of progress
- To act as the on-site contact for all IT related incidents logged in ServiceNow, delivering high quality support across all key applications, networks and desktops/laptops
- Participates in maintaining licensing information for all corporate desktop applications and operating systems using established process
- Consulted with customers to gather and define requirements.
- Provided remote support to customers using various remote desktop applications.
- Troubleshot hardware and software problems on computers, servers and networks.
- Performed regular maintenance on all IT equipment including printers, scanners.
- Provided technical support to customers via phone, email and in-person.
IT Technician
Stack Junction
Bahria Town Islambad , Punjab, Pakistan
01.2017 - 07.2018
- Installed, configured and tested hardware components such as routers, switches, firewalls and servers.
- Managed user accounts and privileges according to company policy.
- Provided technical support to users with a variety of questions related to computer systems, software and hardware.
- Assisted team and end-users with hardware and software configuration, setup and troubleshooting to maintain system functions
- Contributed to document drafts and ad-hoc projects to preserve system functions.
- Utilized manual or automated tools to analyze or predict system performance under different operating conditions.
- Troubleshot daily IT desktop client issues, supporting multiple departments, and various offices.
- Devised automation, backup and recovery protocols to preserve and safeguard data.
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Education
Bachelor of Science - Information Technology
Federation University Australia
VIC02-2024
Diploma of Information Technology
Inspire Institue of Technology
6th Road Dubai Plaza Rawalpindi 07-2017
Skills
- Ability to diagnose, troubleshoot, and solve the technical problem in Windows and MAC environment
- Excellence Communication Skill
- Good knowledge about Computer Windows installation and others software installation
- Able to handle complaints and difficult situations
Superior analytical and problem-solving abilities - Ability to adapt to changing situation
- Excellence in knowledge of Windows 10, 8, 7,
- Office 365, AD, SCCM, Exchange Server, and knowledge of SQL Server
- VMware administration Windows, macOS, and basic Linux troubleshooting
- Installation and configuration of desktop and laptop hardware
- Printer and peripheral troubleshooting
- Basic networking knowledge (IP, DNS, DHCP, VPN)
- Familiarity with remote support tools (TeamViewer, AnyDesk, RDP)
- Use of ticketing systems (ServiceNow, Zendesk, Freshdesk)
- Active Directory (user account management, password resets)
- Problem-solving and analytical thinking
- Understanding of ITIL principles
- Exposure to cloud platforms like Azure or Google Workspace
- Experience with antivirus and endpoint protection toolsAbility to work on every task and resolve the issues
- Strong verbal and written communication
Timeline
It Support Help Desk Engineer
Techaway IT Solutions
01.2025 - 06.2025
Junior IT Support Officer
Alogic Corporation Pty Ltd
01.2024 - 12.2024
IT Technician
Stack Junction
01.2017 - 07.2018
Bachelor of Science - Information Technology
Federation University Australia
Diploma of Information Technology
Inspire Institue of Technology
Similar Profiles
Elizebeth GhilbertElizebeth Ghilbert
Sr Software Engineer at P Square Toll Solutions India Pvt Ltd / Seeroo IT Solutions (P Square Solutions LLC – Contractor)Sr Software Engineer at P Square Toll Solutions India Pvt Ltd / Seeroo IT Solutions (P Square Solutions LLC – Contractor)
Ana Giselle Javelly TovarAna Giselle Javelly Tovar
Marketing Consultant I at ONIS Solutions / Innova SolutionsMarketing Consultant I at ONIS Solutions / Innova Solutions
PANKAJA PAGNISPANKAJA PAGNIS
Accounts & Administration Executive | ERP Coordina at OLIVE DOOR SOLUTIONS (GREENCON INFRATECH SOLUTIONS )Accounts & Administration Executive | ERP Coordina at OLIVE DOOR SOLUTIONS (GREENCON INFRATECH SOLUTIONS )
Sunny NguyenSunny Nguyen
Team Projects or Group Work at High SchoolTeam Projects or Group Work at High School
Miles BalaamGundersonMiles BalaamGunderson
Gaming Attendant at First & Last HotelGaming Attendant at First & Last Hotel