MUBASHIR SHAIKH
Tarneit,Australia
Summary
Proactive and solution-oriented Level 1 IT Support Specialist with a robust background in customer service and technical support. Skilled in diagnosing and resolving hardware, software, and network-related issues efficiently. Experienced in IT systems administration, user account management, and leveraging remote tools for troubleshooting. Demonstrates exceptional communication, teamwork, and problem-solving skills, ready to make an immediate contribution to organizational success.
Overview
6
6
years of professional experience
Work History
IT Support Officer
Gaps Connect
12.2023 - Current
- Providing phone and email support to both internal and external users, effectively handling concerns and technical inquiries, which encompass issues with computers, peripherals, mobile devices, and system software
- Troubleshooting Windows 8/10/11 issues, which may include addressing common networking difficulties, resolving Blue Screen of Death errors, fixing non-functional devices, troubleshooting driver update failures
- Establish user accounts and groups, allocate permissions, reset requested user passwords, activate/deactivate user accounts, and configure home drive mappings for end users utilizing Active Directory Domain Services (ADDS)
- Managing and processing support inquiries initiated by end-users within the Freshdesk ticketing platform, evaluating their complexity, and escalating tickets to higher-tier levels (2/3) with pertinent details
- Provide remote support to end users for troubleshooting networking and Windows-related problems using Microsoft Remote Desktop Connection, Teams, Zoom
- Azure Active Directory- Creating user accounts, enabling, and disabling user accounts, resetting passwords, assigning roles per company policy, and enabling/disabling multi-factor authentication
- Proficiency in working with Microsoft Office Suite, administrating user accounts within Microsoft 365, resetting passwords upon user request, allocating licenses, crafting shared mailboxes
- Setting up Microsoft Outlook accounts, designing email signatures, customizing autoreply to settings, diagnosing problems with Outlook web and application versions, and managing the import and export of Outlook data files (.OST)
- Engage in a range of tasks associated with Microsoft Teams, including the establishment of communication channels, formation of groups, inclusion and removal of users from groups, and the resolution of problems concerning Teams, SharePoint, and OneDrive
- Keep documentation up to date, including user manuals, troubleshooting guides, and FAQs
- Ensure that information is easily accessible for both users and team members
- Installing and configuring hardware, software for printers and scanners, also receiving technical issues associated with them
- Enrolling devices and deploying software and applications on windows and mobile devices using Microsoft Intune
Customer Service Representative
HS Fresh Food
12.2018 - 11.2023
- Responding to customer inquiries via phone, email, or in person, ensuring a positive and professional experience
- Assisting customers with placing orders, tracking deliveries, and ensuring timely processing of orders
- Addressing and resolving customer complaints or issues related to product quality, deliveries, or services, ensuring customer satisfaction
- Collaborating with inventory teams to ensure product availability and accurate stock levels for customer orders
- Ensuring the quality and freshness of products before customer delivery or pickup, following proper food safety standards
- Assisting with sales initiatives, upselling or cross-selling products, and promoting new or seasonal fresh food items
- Accurately documenting customer interactions, feedback, and any product-related issues in the company’s customer management system
- Working closely with other departments, including packaging, logistics, and management, to ensure efficient service delivery
Education
Advanced Diploma - Leadership and Management
Masters - Telecommunication (Wireless Communication)
Staffordshire University
Skills
- Windows Server 2016, Windows Server 2019
- ADDS, DHCP, DNS, Print server
- Computer hardware installation, Computer software installation, Printer installation, Scanner installation
- Microsoft Entra ID, Active Directory, MFA, Virtualization
- Networking devices configuration, Networking devices troubleshooting, Routers, Switches, Servers, Access points
- Microsoft Office 365 Administration, OneDrive, SharePoint, Outlook, Teams, ServiceNow, Freshdesk, Disk imaging, Cloning, Backup
- Remote Desktop Connection, TeamViewer, MS Teams, Anydesk
- Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Project
- Teamwork, Ability to prioritize, Work under pressure, Verbal communication, Written communication, Attention to detail, Time management, Customer service, Adaptability, Conflict resolution
Personal Information
Residency: Permanent Resident
Timeline
IT Support Officer
Gaps Connect
12.2023 - Current
Customer Service Representative
HS Fresh Food
12.2018 - 11.2023
Masters - Telecommunication (Wireless Communication)
Staffordshire University
Advanced Diploma - Leadership and Management
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