MUHAMMAD ALZIYAD
Melbourne,Victoria
Summary
Highly skilled and experienced IT professional with a proven track record of success in various aspects of information technology. Demonstrated expertise in system administration, network management, and software development, with a strong focus on delivering innovative solutions that meet organizational objectives. Adept at leveraging emerging technologies to drive efficiency and improve overall business performance. Exceptional problem-solving abilities and a passion for staying updated with the latest industry trends. Excellent communication skills, both verbal and written, with a demonstrated ability to collaborate effectively with cross-functional teams. Committed to delivering outstanding results and providing exceptional customer service in challenging and dynamic environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Level 2 Support Technician
Impos
Melbourne, Victoria
05.2024 - 01.2025
- Acted as single point of contact for customers during technical faults and security-related events.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Conducted workflow analysis, space design or cost comparison analysis.
- Provided remote desktop support to users when needed.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Resolved escalated customer service inquiries in a timely manner.
- Provided technical assistance and support to users for hardware, software, network, and other IT-related issues.
ICT Support Analyst
Pacific Community (SPC)
Suva, Fiji
12.2023 - 05.2024
- Focused on helpdesk support, user training, troubleshooting, and service improvement.
- Delivered second-tier support for technical helpdesk queries.
- Installed and set up new desktops and laptops per IT guidelines.
- Upheld operational standards for all computing devices in line with SPC requirements.
- Executed support services for telephones, network printers, and scanners.
- Ensured robust ICT assistance, enhancing operational efficiency during events.
- Set up and operated SPC Simultaneous Interpretation Equipment.
- Maintained effective IT support for remote locations.
- Monitored support tickets to detect trends and implement improvements.
- Investigated and coordinated solutions for persistent problems alongside the ICT team.
- Created and reported on problem records within the service desk tool
- Proficiency in Microsoft, Mac and Linux systems
- Advanced PC and printer maintenance skills
- Strong troubleshooting techniques and organizational skills
- Effective oral and written communication
- Excellent interpersonal skills and team collaboration
- Experience with ticket analysis, problem management, and reporting tools
- Knowledge of basic Linux commands and audio-visual systems
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Collaborated closely with other departments to resolve escalated customer issues quickly.
- Collected, analyzed and reported on data for use in operational planning.
- Maintained inventory of all IT assets including hardware components, software licenses.
- Maintained positive working relationship with fellow staff and management.
- Evaluated customer feedback to identify areas of improvement and implemented changes accordingly.
- Created detailed documentation for all support related tasks including problem resolution steps and best practices.
- Provided training to end-users on the use of specific software applications or other IT related topics.
Information Technology & Statistics Officer
Real Estate Agents Licensing Board (REALB)
Suva, Fiji
04.2020 - 11.2023
- Managed and analyzed statistical data to support organizational decision-making.
- Leveraged expertise in statistics and data analysis to enhance technology infrastructure efficiency.
- Execute statistical evaluations on data collections with appropriate techniques and resources.
- Detected patterns through statistical analysis for actionable insights.
- Document procedures to verify data accuracy and consistency.
- Develop visual representations of statistical information using appropriate software.
- Developed intuitive data presentations to facilitate stakeholder decision-making.
- Delivered technical support and troubleshooting for IT systems.
- Minimized operational disturbances through prompt resolution of IT issues.
- Identified opportunities for system improvements through collaboration with cross-functional teams.
- Assisted in choosing IT solutions to improve statistical analysis processes.
- Implement security measures to protect sensitive information, and maintain confidentiality.
- Documentation and Training: Develop and maintain documentation for statistical analysis procedures, data management protocols, and IT systems.
- Website Content Management System (Wix).
- Advised management on the feasibility and implementation of new technology solutions.
- Assisted in developing disaster recovery plans for critical applications hosted on servers.
- Coordinated with vendors and company personnel to facilitate purchases.
- Monitored server resources such as disk space utilization to ensure adequate availability of resources for applications running on the server.
- Installed and configured Windows Server operating systems for new servers.
Information Technology & Records Officer
Tertiary Scholarships & Loans Board (TSLB)
Suva, Fiji
11.2017 - 03.2020
- The Information Technology & Records Officer is responsible for managing and overseeing the organization's information technology systems and records management processes
- This role combines technical expertise in IT systems with knowledge of records management principles and practices to ensure efficient and secure management of digital and physical records
- IT System Management: Manage and maintain the organization's information technology systems, including hardware, software and network
- Ensure systems are operational, secure, and up-to-date by implementing regular maintenance, updates, and patches
- Records Management: Develop and implement records management policies and procedures to ensure the proper creation, classification, retention, storage, retrieval, and disposal of records
- Ensure compliance with relevant regulations, standards, and best practices for records management
- System Training and Support: Provide training and technical support to staff members on IT systems, records management procedures, and document management tools
- Address user inquiries and troubleshoot system-related issues promptly and efficiently
- Vendor Management: Liaise with external vendors and service providers for IT systems and records management solutions
- Evaluate vendor performance, negotiate contracts, and ensure adherence to service level agreements
- Documentation and Reporting: Maintain accurate documentation of IT systems, procedures, and records management processes
- Prepare reports and metrics on system performance, compliance, and records management activities for management review
- Vendor Service Level Agreement
- Excellent problem-solving and troubleshooting skills
- Strong attention to detail and organizational abilities
- Ability to work independently and collaboratively in a team-oriented environment
- Website Content Management System (Kentico/WordPress)
Information Technology Officer
Fiji Sun
Suva, Fiji
10.2015 - 10.2017
- The Information Technology Officer is responsible for managing and maintaining the organization's information technology systems, networks, and infrastructure
- This role plays a critical role in ensuring the smooth operation of technology resources, providing technical support, and implementing IT strategies aligned with organizational goals
- IT Infrastructure Management: Manage and maintain the organization's IT infrastructure, including servers (limited access), networks, hardware, and software systems
- Ensure reliable and secure access to technology resources and troubleshoot technical issues promptly
- System Administration: Administer and configure operating systems and applications
- Monitor system performance, conduct regular maintenance, and implement security patches and updates to ensure optimal functionality and data integrity
- User Support: Provide technical support and guidance to end-users, addressing IT-related inquiries, troubleshooting hardware and software issues, and assisting with system access and account management
- Training and Documentation: Develop and deliver training programs and user guides to enhance staff members' understanding and efficient use of IT systems
- Create and maintain technical documentation, including system configurations, procedures, and user manuals
- Strong technical knowledge of computer systems, networks, hardware, and software
- Proficiency in system administration, network management, and IT infrastructure setup and maintenance
- Experience in IT procurement, vendor management, and contract negotiation
- Detail-oriented with a strong commitment to quality and customer service
ICT Attaché
Fiji National University
Labasa, Fiji
02.2021
- Perform ICT User Support, Lab Tech and ICT helpdesk tasks at Labasa Campus
- Responsible to convene live lecture to Labasa from Lautoka for Education classes
- Also did printing of FNU Staff ID and Student ID cards
- Other major responsibilities / fault consist of printer connection, Formatting, OS upgrading, networking - cabling, Repairing Desktops and Laptops MS Outlook and Internet configuration
- Facilitate web conferencing and live broadcasts
Education
Bachelor of Commerce - Information Systems and Management
Fiji National University
Suva12.2018
Skills
- Project Management
- Helpdesk Support
- Data Analysis
- Digital Transformation
- Technical Troubleshooting
- Customer Service
- Patch management
- Backup and restore
- IT documentation
- Asset management
- Remote desktop support
- Server administration
- Active Directory management
- End-user training
References
- Isaac Mercado, Impos , isaac.mercado.e@gmail.com, +61 491006405
- Aniketh Prasad, Pacific Community (SPC), aniketh.prasad23@gmail.com, +679 7909478
- Peni Komainavoka, Real Estate Agents Licensing Board (REALB), komainavokap@gmail.com, 9991216
- Shaqeel Hussain, TSLS, shaqeelbadauni@gmail.com, +61 406744505
- Atama Tamanilo, South Pacific Tourism Organisation (Former IT Manager at Fiji Sun), atamanilo@spto.org.fj, +679 8427815
- Ashwani Kumar, Fiji National University, ashwani.kumar@fnu.ac.fj, +679 9984197
Hobbies and Interests
- Travelling
- Video Games
- Playing Soccer & Badminton
- Researching latest trends in Information Technology
Disclaimer
06/16/24, I, hereby declare that the above information is true and factual to the best of my knowledge.
Languages
- English
- Hindi
- Urdu
- ITaukei
Personal Information
Driving License: 995860
Certification
- Endpoint Security - Cisco Networking Academy (Mar 2024)
- Exposure Management Certification - XM Cyber (Apr 2024)
- Google Analytics Certification - Google (2023)
- Google IT Support Professional Certificate - Google (2024)
- Project Management - Vivid Pacific (Fiji) Ltd (2021)
Languages
English
Full Professional
Hindi
Professional
Urdu
Limited
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Interests
Reading
Researching New Technologies
Artificial Intelligence Models
Timeline
Level 2 Support Technician
Impos
05.2024 - 01.2025
ICT Support Analyst
Pacific Community (SPC)
12.2023 - 05.2024
ICT Attaché
Fiji National University
02.2021
Information Technology & Statistics Officer
Real Estate Agents Licensing Board (REALB)
04.2020 - 11.2023
Information Technology & Records Officer
Tertiary Scholarships & Loans Board (TSLB)
11.2017 - 03.2020
Information Technology Officer
Fiji Sun
10.2015 - 10.2017
Bachelor of Commerce - Information Systems and Management
Fiji National University
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