Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
Generic

Mohammad Rahman

Schofields,Australia

Summary

Skilled in navigating complex technical environments, with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities, and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Deskside Support Tech L2-3

Commonwealth Bank
Sydney CBD, NSW
12.2023 - Current
  • Providing technical on-site support and Remote Device Management (RDM) support of endpoint infrastructure (hardware and software) as the escalation point for L1-3 in a BAU environment.
  • Performing building/imaging a wide range of devices, including laptops, desktops, Surfaces, and Chromebooks, ensuring the Task Sequence is deployed successfully, including relevant log checks.
  • Managing new starters’ laptops and desktops, transferring, upgrading, or replacing them, ensuring all relevant applications are installed and functional, following proper backup methods.
  • Application-related troubleshooting, including installing, uninstalling, and remediating using a wide range of tools, including SCCM/MECM, Code Runner, Client Center Manager, SOE Toolbox, PowerShell ISE script, and command prompt (.MSI, .EXE, .VBS, .BAT files).
  • Using MS Azure, Entra ID, and Intune for MFA troubleshooting, checking and adding/removing group policies, security permissions, licensing, and device inventory checks, as well as LAPS and Athena access.
  • Managing branches on-site, providing hardware support, addressing teller and TCR/BTS issues, managing user accounts, and troubleshooting applications.
  • Liaising with the Wintel and Security teams on a regular basis for any escalation of application-related issues and understanding the root cause and resolution.
  • Creating and managing incidents and service requests using ServiceNow, up to 15-20 tickets per week within SLA.
  • Vulnerability management using SCCM, baseline compliance management, Qualys, SQL, Power BI, and Nexthink, ensuring the application has been patched, remediated, and compliant.
  • Using the JIRA board for new vulnerability issue creation and documenting the solution on the Confluence site KB.
  • Managing the printer server, including creating names, server paths, adding/removing, and using DNS/DHCP servers for TCP/IP configuration.
  • Managing and documenting all assets, and inventory checks for any devices in and out of the site.
  • Complying with all IT ticketing systems under ITIL concepts, with KPI-based metrics.
  • Recognized by management for providing exceptional customer service.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Desktop Support Consultant

Accor IT
Sydney Region, NSW
06.2023 - 12.2023
  • Installing NAS Synology and configuring it using DiskStation Manager (DSM) through RAID technology, installation, and replacement.
  • Regular monitoring and maintaining the storage and backup system across all the Accor hotels and relevant premises.
  • Building laptops and desktops using Intune boot media, troubleshooting allocated applications.
  • Managing MS Exchange 365 for user Outlook accounts, adding/removing, creating distribution lists, adding/removing shared mail, managing SharePoint as well, and relevant troubleshooting.
  • Users' account management using Azure and QARs, creating/removing accounts, and adding/removing group policies.
  • Performing printer management, including creating printer names, configuring, driver/port updates, and troubleshooting for the end users.
  • IT field inspection for all hotels under Accor and across all states, which includes checking servers, networks, switches, routers, firewalls, NAS setup and configuration, and application deployment troubleshooting.
  • Maintained positive working relationship with fellow staff and management.
  • Collaborated with other departments to provide comprehensive solutions to customers' problems.
  • Supervised and directed workers engaged in installation of data communication equipment and software.

IT Deskside Support Engineer L2/3

HCL Tech.
Sydney, Australia
01.2020 - 06.2023
  • Company Overview: (Serco Project- Govt
  • Agent)
  • Providing technical expertise and onsite support of end users infrastructure (hardware, software/IOS) including but not limited to imaging Windows laptops/desktops, AV equipment, and other office technical equipment
  • Creating users’ accounts, on/off boarding, resetting password, assigning role, creating/managing share mail/ mail group, DL, licensing using AD, Azure/Intune, MS/O365 Admin, Exchange, Teams, SharePoint troubleshooting
  • Creating network drive access path, mapping, security and permission to the files/folders
  • Server backup including file and data and active directory DC
  • Creating GP and applying to the testing/production environment using on prem
  • AD and Azure AD/Intune
  • Installing/replacing printer by managing printer server including creating name, allocating/reserving IP using DHCP/DNS
  • Monitor IDF core servers and network services as needed and direct by Server/Network Engineers
  • Maintaining IT ticketing system and standards using ServiceNow
  • Manage IT Orientation for new starters/leavers
  • Managing, maintaining including restocking asset/hardware for multiple sites Including Head office
  • Creating Applications and Packages, deploying and distributing to the users and devices, pushing application onto the devices/users accounts if required using SCCM/MECM console
  • Responsible for doing round ups to all floor for Zoom/Teams meeting rooms
  • Provide executive support for C-Level leadership (CEO/GM level)
  • Support both Sydney head office and Villawood Immigration center users and remote user with all hardware/software requests
  • (Serco Project- Govt
  • Agent)

End User Support Technician L2

OneSteel Reinforcing
Glendenning, Australia
01.2018 - 01.2020
  • Provide telephony support in performing installation and troubleshooting on telephone sets and voice mailboxes.
  • Perform hardware and software upgrades to peripheral equipment.
  • Perform checks and ensure that antivirus definitions, Microsoft patches, are updated as outlined by Desktop Engineering.
  • Spend between 60% of your time clearing trouble tickets and work orders in a timely manner.
  • Make necessary independent decisions to correct errors or discrepancies in trouble tickets, as required.
  • Responsible for deploying Windows Patch Updates regularly on a monthly basis.
  • Manage backup tape replacement in a timely manner.
  • Responsible for system installation, configuration, testing, upgrading, and patching.
  • Manage and perform inventory of workstations, networks, telephones, and other peripherals and equipment.
  • Including the deployment and repair of PCs.
  • Manage System Center Configuration Manager.
  • Performs regular checks of compliance in BitLocker, SCEP, WSUS, and SCCM.
  • Responsible for coordinating escalating issues and SLAs, attending technical team meetings, and performing troubleshooting with supervision of situation management.
  • Asset management of laptops, desktops, and mobiles, or any kind of hardware replenishment or planning for future IT upgrades, involves allocating resources efficiently, including periodical auditing.
  • Generated reports on incident resolution status and usage statistics of IT services and systems.

Education

Professional Year Training - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills, Professional Business Communication

Performance Education
Sydney
06.2016

Master of Science - Information Technology, Information Systems Development

University of Southern Queensland
Sydney, NSW
07.2012

Graduate Diploma - Information System Management, Web Application for Business

Central Queensland University
Sydney, NSW
06.2011

Skills

  • Hardware Assembly
  • Maintenance
  • Peripherals
  • Maintenance of Printer Drivers
  • Firewall
  • Switches
  • Router
  • Windows Servers 2016/19/22
  • Routers
  • TCP/IP Sockets
  • Local Area Network Expertise
  • Fiber Optics Fundamentals
  • Microsoft System Center Configuration Manager
  • WSUS
  • Active Directory
  • DNS
  • DHCP
  • Active Directory Policy Management
  • VMware Virtualization Expertise
  • Virtualization Management
  • Remote Desktop
  • SCCM 2019
  • Microsoft Intune
  • Microsoft Azure AD
  • MS Exchange 365
  • SOE Toolbox Code Runner
  • Nexthink
  • Power BI
  • Qualys
  • SQL
  • Zander
  • TeamViewer
  • Windows 7
  • Windows 8
  • Windows 10
  • Windows 11
  • VDI
  • Citrix
  • PowerShell
  • PHP
  • HTML
  • CSS
  • Adobe Photoshop
  • Premiere Pro
  • ServiceNow
  • Remedy Ticketing System
  • Team Coordination Tools
  • Jira
  • ConnectWise

Certification

  • CCNA, Cisco Certified Network Associate, 2018
  • ITSM/ITIL V4, Certified, 2018
  • MCSA, Microsoft Certified Solutions Associate, 2019
  • MDM/MAM Training courses, 2023
  • End User Support - On the Job Training, Stream Global Services, 2020
  • AZ-900 Cert., Microsoft Entra ID/Azure fundamental, 2023
  • ACS Member, ICT Australian Computer Society, 2016

Personal Information

Citizenship: Australian citizen

Timeline

Deskside Support Tech L2-3

Commonwealth Bank
12.2023 - Current

Desktop Support Consultant

Accor IT
06.2023 - 12.2023

IT Deskside Support Engineer L2/3

HCL Tech.
01.2020 - 06.2023

End User Support Technician L2

OneSteel Reinforcing
01.2018 - 01.2020

Professional Year Training - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills, Professional Business Communication

Performance Education

Master of Science - Information Technology, Information Systems Development

University of Southern Queensland

Graduate Diploma - Information System Management, Web Application for Business

Central Queensland University

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