Mohammad Faysal Ahmed
Gables,NSW
Summary
Dynamic and detail-oriented Administrative Professional with a proven ability to support executives, manage complex workflows, and maintain seamless office operations. Combines strong organisational discipline with an energetic, people-focused approach to stakeholder communication and team support. Experienced in onboarding, documentation management, scheduling, and cross-department coordination, with a track record of improving processes and ensuring operational continuity in fast-paced corporate environments. Known for reliability, professionalism, and a proactive mindset that enhances productivity and strengthens overall team performance.
Overview
6
6
years of professional experience
Work History
Service Desk & Administrative Support Engineer
Virtual IT Services Pty Limited
10.2023 - Current
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network issues, consistently meeting SLA targets.
- Acted as a liaison between IT teams to facilitate smooth escalation handoffs and timely resolution of complex incidents.
- Handled an average of 30 tickets and 10 incoming support calls per day, maintaining high efficiency and service quality.
- Utilized remote support tools such as Datto RMM, Kaseya, and ScreenConnect to diagnose and resolve offsite user issues, significantly reducing the need for onsite visits.
- Performed proactive, preventative maintenance to minimize potential disruptions and improve overall system reliability.
- Participated in after-hours on-call rotations, demonstrating reliability and commitment to round-the-clock end-user support.
- Led incident response efforts, coordinating with cross-functional teams to enhance service delivery.
- Handled end-to-end user onboarding and offboarding, including account provisioning/deprovisioning, access management, hardware setup/collection, induction support, and secure removal of credentials and permissions.
Analyst (Technology) & Administrative Support
The MyHomecare Group Australia
11.2022 - 10.2023
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Streamlined onboarding for 12 or more new employees weekly by preparing IT equipment, creating accounts, and delivering hands-on IT training, including adding staff to the 8x8 call queue for telephony setup.
- Delivered IT support to three main offices (Castle Hill, Tuggerah, Clayton), and 4,500+ field staff, ensuring business continuity across Australia.
- Built and configured laptops and mobile devices, coordinating with Lenovo and Telstra, and maintained an accurate IT asset register to support hardware lifecycle management.
- Enhanced service delivery through CRM Procura proficiency, enabling smooth client intake and provider coordination, and RiskMan expertise for incident and access management.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
Sales Manager
Liqourland
05.2020 - 11.2022
- Lead a team of 20 employees, and closed payroll weekly.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Reviewed and monitored scheduling, purchases, and other expenses to maintain the quarterly budget.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety, and cleanliness.
- Managed inventory control, cash control, and store opening and closing procedures.
- Coached sales associates on product knowledge by using a wide variety of training tools.
- Increased sales revenue by developing and implementing effective sales strategies.
Education
Master of Science - Information Technology Project Management
Macquarie University
Sydney, Australia, Australia04-2020
Bachelor of Science - Computer Science, Programming and Networking
BRAC University
Dhaka, Bangladesh, Bangladesh05-2017
Professional Year - Information Technology Project Management
Education Centre of Australia
Sydney, NSW07-2021
Skills
- Customer Service & User Support Excellence
- Administrative Support & Office Coordination
- Microsoft 365 & Cloud Administration
- Document & Records Management(SharePoint,TRIM/CM)
- Leadership, Collaboration & Process Improvement
- Onboarding & Offboarding Administration
- Process Improvement & Workflow Support
Accomplishments
- I have Successfully deployed Cloud Drive Mapper V3 upgrade for MyhomeCare Domain.
- I have Achieved the highest number of resolved tickets and top customer satisfaction ratings across the IT support team at VITG.
- I have leveraged a real life restaurant by making it fully functional and operational using the concept of F-commerce.
- Lead the university football team in inter university tournament and won the championship.
- I was the safety champion for 15 stores while working as a store manager in Liquorland.
INTERESTS
- Soccer (local club participation & weekly recreational play)
- Following Global News & Current Affairs
- Historical Exploration
- Cooking
Timeline
Service Desk & Administrative Support Engineer
Virtual IT Services Pty Limited
10.2023 - Current
Analyst (Technology) & Administrative Support
The MyHomecare Group Australia
11.2022 - 10.2023
Sales Manager
Liqourland
05.2020 - 11.2022
Bachelor of Science - Computer Science, Programming and Networking
BRAC University
Professional Year - Information Technology Project Management
Education Centre of Australia
Master of Science - Information Technology Project Management
Macquarie University