MUAMER SOSIC
Melbourne,VIC
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Network or Security position. Ready to help team achieve company goals.
Overview
5
5
years of professional experience
Work History
IT Consultant
GPT
Melbourne, VIC
06.2021 - Current
- Discussed project progress with customers and stakeholders, collected feedback on different stages and directly addressed concerns.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Troubleshot and maintained networking devices and infrastructure across enterprise.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Established company-wide security best practices and protocols to mitigate risk of data breach.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users
- Applications and Services used: Office365, AD, MS Intune, Adobe, MS Teams, Azure AD, Windows Server, Exchange, SCCM, Powershell, SolarWinds, ServiceNow, Cherwell, Netscope,Citrix
L2 Desktop Support Engineer
Tabcorp
Melbourne, VIC
06.2019 - 05.2020
- End user technology support (mobile devices, multi-function devices)
- Supported Microsoft Windows 7/10, Teams and Meeting room AV technologies
- Removed malware, ransomware and other threats from laptops and desktop systems
- Monitored network using SolarWinds
- Managed mobiles using Intune
- Created, modified and deleted user accounts in Active Directory
- Configured hardware, devices and software to set up workstations for employees
- Record technical issues and solutions in logs
- Record all tickets - Incidents, Requests and Catalogue tasks in ServiceNow
- Imaging new devices for new employees and onboarding them
- Provided face to face and remote (RDP, Remote Control Viewer, Go To Assist) level 2 support for hardware and software to company personnel
- Managed user profiles, security access and shared file structures
- Monitored security systems using Splunk and 365 protection portal
- Administered Exchange and SFB Server
- Experience in administering MS Office 365, Azure AD, Windows Server.
IT Service Desk Analyst
Tabcorp
Melbourne, VIC
12.2018 - 05.2019
- Entered service tickets into incident tracking system (ServiceNow) to facilitate faster problem identification and resolution
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Administered Microsoft Exchange for both on prem and cloud server
- Administered SFB Server
- Provided call Level 1 support to users across Head Office
- Set up access to Network folders, Shared files, Distribution Lists and Shared mailboxes to users across the business
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Active Directory: Resetting passwords, providing Local admin rights, disabling accounts, unlocking accounts, creating new users and groups
- Performed Troubleshooting with remote tools : RDP
- GoToAssist, Remote Control Viewer.
Application Support Analyst
Inlogik
Hawthorn, VIC
06.2018 - 11.2019
- Collaborated with developers, analysts and project managers to expedite incident resolutions
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
L1 Helpdesk Technician
Coles Group
Melbourne, VIC
03.2017 - 05.2018
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions
- Level 1 Call Support for users across the business ( HO, Supermarkets, Liquor Stores and Supply Chain using Service Now ticketing system)
- Troubleshooted network issues with stores (routers, switches, AP's)
- Remote on to servers (Hyper-V) and performing basic troubleshooting
- Troubleshooted PC's, mobile phones, Printers, Supermarket PDF's, POS and EFT machines
- Assisted Incident Management team with P1 escalations such as store offline issues.
Education
Certificate - ITIL V4
DDLS
Melbourne, VICCertificate - IT Network
Comptia Network +
Melbourne, VICCertificate - Splunk Foundation
Splunk
Melbourne, VICBachelor's - Networking And Systems Computing
Victoria University
Melbourne, VIC06.2018
Diploma of IT - undefined
Victoria University
11.2014
Skills
- Technical Support
- System Configuration
- Hardware and Software Installation
- MS Office 365
- Network administration and security
- Network support
- Windows security
- Cybersecurity best practices
Accomplishments
- ITIL v4 - DDLS centre (2019)
- Splunk > 7.x Fundamentals (2021)
- Comptia Security + (2021)
- Comptia Pentest + - Tryhackme.com (2021)
- MS-500 365 Security Administrator
Timeline
IT Consultant
GPT
06.2021 - Current
L2 Desktop Support Engineer
Tabcorp
06.2019 - 05.2020
IT Service Desk Analyst
Tabcorp
12.2018 - 05.2019
Application Support Analyst
Inlogik
06.2018 - 11.2019
L1 Helpdesk Technician
Coles Group
03.2017 - 05.2018
Certificate - ITIL V4
DDLS
Certificate - IT Network
Comptia Network +
Certificate - Splunk Foundation
Splunk
Bachelor's - Networking And Systems Computing
Victoria University
Diploma of IT - undefined
Victoria University
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