Mohammad Faysal Ahmed
IT Service Desk Engineer
Gables
Summary
An ambitious, determined and enthusiastic I.T professional, looking to further my experience in the industry as a business analyst and software tester. Having successfully developed and implemented an F-Commerce application, my interest in the management and analytic functions of I.T got kindled. Thus choosing to major in Management during my Masters training. With a strong work ethic and caliber social skills, I have had the opportunity to prove my analytic and managerial skills. Working as a Junior Executive, for instance, largely exposed me to practicing these skills. I am eager to put my best foot forward and make a difference. I believe I have much to offer; and at the same time, much to learn.
Overview
9
9
years of professional experience
4
4
Languages
Work History
IT Service Desk Engineer
Virtual IT Services Pty Limited
10.2023 - Current
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Acted as liaison between IT departments to facilitate smooth handoff of escalated issues, ensuring timely resolutions.
- Reduced downtime for end-users by providing timely resolution of technical issues and proactive maintenance.
- Implemented remote support tools to quickly resolve offsite user issues, reducing need for onsite visits.
- Performed preventative maintenance tasks proactively to minimize potential disruptions in daily operations
- Participated in after-hours on-call rotations, demonstrating commitment to providing exceptional support for end-users around clock
- Resolved technical issues for end-users, enhancing service desk efficiency and user satisfaction.
- Implemented ITIL best practices, streamlining incident management processes and improving response times.
- Led cross-functional initiatives to enhance system performance, resulting in reduced downtime and improved service delivery.
Senior Analyst - Technology
The MyHomecare Group Australia
11.2022 - 10.2023
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Delivered onsite technical support for over 40 employees.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Updated software to safeguard against security flaws.
- 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.
- 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 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.
- Rotated merchandise and displays to feature new products and promotions.
- Managed inventory control, cash control and store opening and closing procedures.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Increased sales revenue by developing and implementing effective sales strategies.
Software Tester
ITIC Systems
08.2019 - 12.2019
- Education and Research – IT Training & Resourcing
- Reviewing software requirements and objectives
- Used Ranorex, Selenium tools for automated testing
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Identified, documented and reported bugs, errors, interoperability flaws and other issues within proprietary software applications developed for ITIC
- Worked collaboratively with QA, development and business groups to complete comprehensive testing on new software
- Updated manual of ITIC's built in software
- Manual Testing - Running tests to check on interface, interaction, stability, etc
- Identified and tracked defects with software and supported developers with resolution tactics.
- Supported test review, defect control and configuration management within delivery pipeline.
- Wrote automated test suite for product and provided test coverage analysis.
Business Analyst - IT Procurement and Support
M/S Islam Trading
01.2017 - 01.2018
- Work alongside Manager and Specialists in Process and Performance Management
- Work closely with extended teams in multiple to establish and manage process understand and share results.
- Work to improve process and create process that drive performance
- Installing and configuring computer hardware and operating systems
- Proactively manage all workflow queues and manage case load to ensure timely resolution.
- Submitting requisition, procuring and replacing computer parts as required
- Providing support in procedural documentation
- Organizing purchase of computer, electrical and machinery parts as required.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
Master of Science - Information Technology Project Management
Macquarie University
Bachelor of Science - Computer Science, Programming and Networking
BRAC University
Professional Year - Information Technology Project Management
Education Centre of Australia
Skills
Office Applications
undefinedAccomplishments
I have leveraged a real life restaurant by making it fully functional and operational using the concept of F-commerce. I have used object-oriented design and implementation of F-commerce by providing an end-to-end product for the market.
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.
Timeline
IT Service Desk Engineer
Virtual IT Services Pty Limited
10.2023 - Current
Senior Analyst - Technology
The MyHomecare Group Australia
11.2022 - 10.2023
Sales Manager
Liqourland
05.2020 - 11.2022
Software Tester
ITIC Systems
08.2019 - 12.2019
Business Analyst - IT Procurement and Support
M/S Islam Trading
01.2017 - 01.2018
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