Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
BusinessAnalyst

Mohammad Rahman

Schofields,Australia

Summary

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Deskside Support Tech L2-3

Commonwealth Bank
12.2023 - Current
  • Providing technical on-site support/Remote Device Management (RDM) support of end point infrastructure (hardware, software) be the escalating point of L1-3 in a BAU environment
  • Performing building/imaging wide range of devices including laptop, desktop, Surface and Chromebook ensuring Task Sequence is getting deployed successfully including relevant logs checks
  • Managing new starters’ laptops and Desktops transferring, upgrading or replacing ensuring all relevant applications are installed and functional following proper backup method
  • Application related trouble shooting including installing, uninstalling, and remediating using wide range of tools including SCCM/MECM, Code Runner, Client Centre manager, SOE Toolbox, PowerShell ISE script and command prompt (.MSI, .EXE, .VBS, .BAT files)
  • Using MS Azure/Entra ID/Intune for MFA trouble shooting, checking and add/remove group policies, security permission, licensing, and device inventory check as well as LAPS/Athena Access
  • Managing Branches on-site providing H/W support, Tellers, TCR/BTS issues, user accounts and application trouble shooting
  • Liaising with Wintel and Security teams on a regular basis for any escalation of the application related issue and understand the root cause and resolution
  • Creating/managing Incidences/Service Requests using Service Now up 15-20 tickets per week within SLA
  • Vulnerability management using SCCM baseline compliance management, Qualys, SQL, Power BI, Nexthink, ensuring the application has been patched up, remediated and compliant
  • Using JIRA board for new Vuln issue creation and documenting solution on Confluence site KB
  • Managing Printer server including creating name, server path, adding/removing, using DNS/DHCP server for TCP/IP config
  • Managing/documenting all assets and inventory check for any devices in and out of the site
  • Complying all IT ticketing system under ITIL concepts with KPI base

Desktop Support Consultant

Accor IT
06.2023 - 12.2023
  • Installing NAS-Synology and configure it using DiskStation Manager (DSM) through RAID tech, Installation and replacement
  • Regular monitoring and maintaining storage and backup system Across all the Accor hotels and relevant premises
  • Building laptops/desktops using Intune boot media/trouble shooting allocated applications
  • Managing MS Exchange 365 for user Outlook account, adding/removing, creating DL, Shared Mail add/remove, SharePoint managing as well and relevant trouble shooting
  • Users account management using Azure and QARs, Creating/removing account, adding/removing group policy
  • Performing printer management including creating printer names, configuring, driver/ports updates, trouble shootings to the end users
  • IT Field inspection for all Hotels under Accor and across all states that includes checking servers, network, Switches, routers, Firewall, NAS setup and config, application deployment trouble shootings

IT Deskside Support Engineer L2/3

HCL Tech.
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
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 definition, Microsoft patches are updated as outlined by Desktop Engineering
  • Spend between 60% of time clearing trouble tickets and work orders in timely manner
  • Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required
  • Responsible in deploying Windows Patch Update regularly in monthly basis
  • Manage back up tape replacement in timely manner
  • Responsible in system installation, configurations, testing, upgrading, and patching
  • Manage and perform inventory of workstation, network, telephone and other peripherals and equipment
  • Including deployment and repair of PCs
  • Manage System Center Configuration Manager
  • Performs regular checking of compliance in Bitlocker, SCEP, WSUS and SCCM
  • Responsible for Coordinating escalating Issues and SLA’s, attending technical team meeting and performs troubleshooting with supervision of Situation Management
  • Asset management of laptops, desktops and mobiles or any kind of hardware’s replenishment or planning for future IT upgrade, allocating resources efficiently including periodical auditing

Education

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

Performance Education
06.2016

Master of Science - Information Technology, Information Systems Development

University of Southern Queensland
Sydney, NSW
07.2012

Graduate Diploma - Information System Management, Credit on Web Application for Business

Central Queensland University
Sydney, NSW
06.2011

Skills

  • Hardware Assembly
  • Maintenance
  • Peripherals
  • Printers Drivers
  • Firewall
  • Switches
  • Router
  • Servers
  • Routers
  • TCP/IP Networking
  • LAN Technology
  • Fiber Optics Fundamentals
  • Microsoft System Center Configuration Manager
  • WSUS
  • Active Directory
  • DNS
  • DHCP
  • GPO Management
  • VMWare
  • Hyper-V manager
  • Remote Desktop
  • SCCM 2019
  • Microsoft Intune
  • Microsoft Azure AD
  • Microsoft Exchange 365 Administration
  • SOE Toolbox Code Runner
  • Nexthink Experience
  • Power BI
  • Qualys
  • SQL
  • Zander
  • Team Viewer
  • Windows 7
  • Windows 8
  • Windows 10
  • Windows 11
  • Windows Servers
  • VDI
  • Citrix
  • PowerShell
  • PHP
  • HTML
  • CSS
  • Adobe Photoshop
  • Premiere Pro
  • Lightroom
  • Final Cut Pro
  • Illustrator
  • ServiceNow
  • Remedy Ticketing System
  • Codesk
  • 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

Master of Science - Information Technology, Information Systems Development

University of Southern Queensland

Graduate Diploma - Information System Management, Credit on Web Application for Business

Central Queensland University

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

Performance Education

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