Mosa Sahida Fatema
Pemulwuy,NSW
Summary
Experienced IT support professional with a strong background in troubleshooting and resolving technical issues efficiently. Demonstrates a dedicated focus on teamwork and achieving results, seamlessly adapting to changing environments. Skilled in providing exceptional customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and consistently delivering impactful results.
Overview
14
14
years of professional experience
Work History
Service Desk Analyst
Department of Communities and Justice
01.2018 - Current
- Utilise appropriate tools and methods to address user support queries and return user’s ICT systems and networks to optimum efficiency
- Maintain and support ongoing operations throughout DCJ by undertaking a range of ICT support tasks, including investigating problems, assisting with the implementation of agreed remedies and preventative measures, conducting tests, correcting malfunctions, and documenting results in accordance with agreed procedures
- Investigate minor security breaches in accordance with established procedures and record findings to improve overall ICT security
- Complete simple/standard set-up activities for computers, printers, multifunction devices, audio-visual equipment, and other ICT systems in line with Service Level Agreements to ensure compliance with organisational standards
- Monitor the performance of systems and assist with the identification of potential issues and propose solutions
- Contribute to the development of reference materials to assist the ICT support community through maintenance of documentation on system configurations and technical processes
- Ensure user access rights and privileges and operate logical access controls and security systems in accordance with agreed policy and standards
- Install or remove hardware and/or software, using supplied installation instructions and tools, to meet business needs and with minimal disruption to operations
- Ensure appropriate Asset and Configuration Item (CI) records are updated and maintained in agreed repository
- Manage set-up activities for ICT devices and systems and monitor their performance to limit or prevent loss of service to end users
- Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages
- Successfully provided mentoring to new team members on use of departmental applications and processes
- Based on monthly KPI, I was always among the top three performers since joined Department of Justice
- Resolved 80% of incidents within SLA (met first call resolution) which helped to reduce system downtime
- Achieved excellent knowledge in MS outlook which helped me to resolve many incidents related to users’ outlook account issue
- Developed strong business partnering skills which helped me to achieve user satisfaction by providing an update regarding users’ queries
- Promoted to higher duties and worked in senior role as Desktop support analyst
- Developed excellent customer service and problem-solving skills
- Achieved user satisfaction for outstanding performance in response with software and hardware issues
- Developed strong network troubleshooting and diagnostic skills
- Generated resolution to number of high priority incident and achieved SLA by 99%
- Provided Training over 10 new staffs
EDRMS\OneTRIM Support Analyst (TAA/Acting)
Department of Communities and Justice
08.2022 - 12.2024
- Monitor, track, and report on the status of product enhancement deliverables to ensure time, cost and quality metrics are in line with approved program of work for the relevant product
- Maintain register of vendor compliance with endorsed enhancement and release management methodology, ITIL change management processes and other relevant organisational policies for audit purposes
- Prepare standard service-related documents for key stakeholders as required, including status updates, reports, to manage the flow of information
- Contribute to the development of planning documents and reporting under the guidance of the Service Manager to develop future capability
- Research and analyse options in relation to business cases and deliverables to guide optimal decision making
- Manage day-to-day BAU activities, respond to service requests, incident requests, contact customer to follow up on issues and deliver resolution in a timely manner adhering to SLAs
- Participate in project activities as required and deliver project tasks (sometimes on weekends) to ensure minimal user impact
- Demonstrated technical expertise in promptly identifying and resolving EDRMS/TRIM issues, ensuring minimal disruption and swift issue resolution for over 95% of ServiceNow Incidents and Tasks
- Provided administrative support for EDRMS/OneTrim, achieving over 95% data accuracy in managing access to positions and groups according to the organizational structure
- Recognized as a guru for InReach software (MiniApp), adept at building, managing, and maintaining new and existing MiniApp items across both UAT and Production environments
- Successfully learned and executed the data port project with minimal guidance, completing the migration of 33 GB of data from UAT to Production while ensuring the integrity of record-type structures
- Developed solutions through constructive analysis for ServiceNow incidents and tasks, consistently meeting Service Level Agreements (SLAs) with a 99% success rate
- Achieved high client satisfaction by resolving technical issues, delivering audit reports in OneTrim, and efficiently completing bulk service requests
- Participated in and completed 1B UAT Downstream testing for the PaTH software development program ahead of schedule
- Resolved over 90% of technical issues related to the InReach software, with a focus on complex matters such as workflow amendments, location properties and approver configurations
- Successfully delivered over 60 small to medium project tasks within the designated timeframes
- Initiated system implementation and process improvements in the ServiceNow user catalog, enhancing system efficiency and user experience
- Processed application license clearance and termination reports with 99% accuracy, ensuring compliance and accurate record-keeping
- Trained over 50 users on test application setups for MiniApp, facilitating user testing and performance evaluation
Knowledge Management Analyst
Department of Communities and Justice
08.2020 - 05.2021
- Standardise and drive the Knowledge Management practices to cover the end-to-end lifecycle of materials on all the current sources like Service Now, Intranet, Wiki etc
- Setup the framework and ongoing management of Knowledge Articles on Service Now – customer feedback, rating, timely updates to the current articles
- Drive best practices in the management of Knowledge and leverage capabilities for Service Now
- Review and improve the current usage of Knowledge within the Service Desk and by customers
- Assist with the smooth transition of projects and changes into Service Desk
- Created, maintained, and improved over 200 knowledge articles within internal Service Desk and IDS operations, enhancing knowledge accessibility and support efficiency
- Developed IT operating processes, procedures, user guides, and technical troubleshooting steps, addressing application errors and known issues to streamline support operations
- Authored articles based on Standard Operating Procedures (SOPs), solutions, and overview standards, ensuring clarity and consistency in documentation
- Trained multiple users on IT instructions and effectively resolved IT-related errors, contributing to improved user proficiency and reduced support incidents
Service Desk Analyst
Herbert Smith Freehills
10.2017 - 01.2018
- Log of all customer IT queries into ServiceNow incident management and taking ownership of user incident and request to resolve 80% of calls and emails
- Troubleshoot and provide IT support for MS outlook, Workspace data base, office application and expert time
- Manage and maintain permission for blocked sites, file sharing site and external drive access i.e., USB, CD
- Deploy software and application onto user account
- Review and approved request for remote work access, iPhone, BlackBerry, Air Watch, Mobile data card and assist user to set up device and enrol MDM agent
- Managing hardware assets, setups, install and configuration of desktops, laptops, Surface Pros, blackberries, mobiles
- Rebuild Windows 7, Surface pro laptop and data card
- Provide effective remote assistance for regular and high-profile users requiring urgent resolutions
- Create documentation on processes, troubleshooting and step by step guides for installs or setups software for users
- IT technical knowledge of IT systems and solutions in particular Microsoft Office and Windows OS (Version 7 and 10)
- Solid problem-solving skill and ability to proactively manage the full lifecycle of the incident
Service Desk Controller
CUBIC Transportation Systems
09.2016 - 10.2017
- Handle incidents or Service Requests, using the incident management and request fulfilment processes, providing level 1 and 2 technical supports in a timely, efficient, and professional manner
- Administer the Service Desk system, ensuring all Opal ticketing fault incidents are entered into the System and maintain the information to ensure its timeliness, accuracy, relevancy, and escalation
- Monitor, identify and analyse network fault and logging via ITIL ticketing system and manage end to end own incident
- In addition to that follow up on outstanding incidents within the TFNSW SLAs as required
- Monitor Service Desk for tickets assigned to the queue and process based on priority
- Management and troubleshooting IT hardware and software including electronic and automatic ticketing system
- Build standard network and provide end user support over the phone, via e-mail and face to face internally and externally
- Complete request for client and creating account credential and password reset for end users across the city rail, ferry, light rail, and NSW buses employees
- Commitment to work towards achieving KPI’S/SLA as per contractual obligations
- Participate in disaster recovery/business continuity planning and testing
- Document internal procedures to assist in day-to-day operations
- Developed strong technical, problem solving and ability to proactively analyse skills to accurately identify user needs and provide effective solutions, reduced incident call rate by 20%
- Adhered to the ITIL best practice framework to resolve user IT enquiries efficiently and timely manner
- Built excellent business partnering with internal and external stakeholders to troubleshoot networking components, e.g., Access gateway, Station controller (Node)
- Developed good knowledge of MS Server Operating System (Active Directory and Citrix infrastructure)
- Exchanged and share knowledge across all products and adapt to changes quickly to deliver overall team goal
Technical Support Consultant
Global Telecommunication (Grameen phone)
08.2012 - 09.2014
Technical Support Consultant
Global Digital Communication Ltd
06.2011 - 07.2012
Education
Bachelor of Science - Engineering
Southeast University
Bangladesh12-2014
Skills
- Remote Technical Support
- Incident Response Management
- Client Engagement Strategies
- Network Issue Resolution
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Documented and resolved [Issue] which led to [Results].
- Resolved product issue through consumer testing.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Collaborated with team of [Number] in the development of [Project name].
Languages
English
Full Professional
Software
Content Manager records management system (EDRMS /TRIM) datasets includes Production, UAT, DEV, Train, and Legacy InReach Software (MiniApp) Production, UAT Monitoring: Data gathering center (DGC), Solar wind (NPM), OKMS, Transfolio System and Software: Remote desktop connection, Active directory, Active roles, AirWatch, Citrix XenApp, DMS tools, SCCM client, Symantec encryption, McAfee DLP, Trustwave, Proxy-Pro Host, Aderant Expert, Worksite database, Service Now, VNC, Cloud computing, Cisco AnyConnect (VPN), JESPER and Jump box, Jump host, NCC, ERP, Oracle database (RDBMS), CRM Siebel
Interests
- Coding and Programming
- App Development
- Web Development and Design
Timeline
EDRMS\OneTRIM Support Analyst (TAA/Acting)
Department of Communities and Justice
08.2022 - 12.2024
Knowledge Management Analyst
Department of Communities and Justice
08.2020 - 05.2021
Service Desk Analyst
Department of Communities and Justice
01.2018 - Current
Service Desk Analyst
Herbert Smith Freehills
10.2017 - 01.2018
Service Desk Controller
CUBIC Transportation Systems
09.2016 - 10.2017
Technical Support Consultant
Global Telecommunication (Grameen phone)
08.2012 - 09.2014
Technical Support Consultant
Global Digital Communication Ltd
06.2011 - 07.2012
Bachelor of Science - Engineering
Southeast University
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