Muhammad Nouman Bilal
Sunnybank ,Brisbane
Summary
IT Support Specialist with extensive knowledge of IT Service Management and professional services across medium to large enterprises. Proven track record in supporting network systems, implementing software solutions, and deploying hardware, including Windows 11 and Office 365 in government sectors. Experienced in utilizing ITSM tools such as BOSS and JIRA for asset, change, problem, and incident management. Recognized for a calm demeanor under pressure, strong initiative, and a commitment to enhancing customer experience and fostering a positive work culture.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ICT Service Analyst
Queenland Police Service
Brisabne , QLD
10.2024 - Current
- Troubleshoot problems with systems, including hardware and software, Outlook, network, and peripheral equipment; make repairs and corrections where required.
- Responded to and resolved support tickets (BOSS and JIRA) in a timely manner.
- Providing support to the police and ambulance department across Queensland.
- Troubleshoot IT-related issues (hardware, software, network, printers, scanners, Windows).
- Installation of anti-virus, applications, and Adobe programs.
- Working with Active Directory Users and Services.
- Manage group policies and security policies.
- Manage the ticket as per priority (High, Medium, and Low).
- Successfully diffuse a volatile customer situation.
- Keep a record of customer interactions and transactions, and record all inquiries, complaints, and comments.
- Perform the physical setup of desktop software and hardware, and network peripherals.
- Monitor, log, and track all phases of service desk support.
- Experience managing Active Directory, including user account management.
- Escalate the ticket to the L2 and L3 teams as per priority.
- Provide resolution to clients either via call or mail.
- Manage different VPNs for various clients, such as F5 and Citrix.
- Working with various police and ambulance department applications.
- Manage user accounts for police and ambulance systems.
- Manage Windows Defender antivirus scanning.
- Manage O365 licensing and tenancy.
- Manage Exchange Administration.
- Manage anti-phishing policies for the impersonation of the domain.
- Manage security and compliance policies.
- Manage on-premises domain controller.
- SCCM deployment for application and Windows patches.
- Format and image computers for company use.
- DHCP/DNS troubleshooting.
- Assist with physical network and office relocation, and coordinate with the IT infrastructure team.
- Provided 24/7 Tier 1/2 ICT operational support on a range of internal and external systems for emergency service organizations (SES, IGEM, MRQ, VOL).
Customer Service Representative
7-11 Australia
02.2021 - 05.2024
- Ensure compliance with safety regulations and protocols.
- Delivered prompt and courteous customer service by promptly responding to inquiries and addressing any issues or complaints.
- Delivering outstanding customer support.
IT Support
Logics Beyond
Multan
11.2018 - 05.2019
- Delivered comprehensive IT support, promptly resolving hardware and software concerns within stipulated SLAs.
- Assisted end-users swiftly in resolving network connectivity and printer issues resulting in improved daily productivity.
- Managed the maintenance of user-related services in Active Directory ensuring timely updates.
Education
Bachelor of Business Information Systems -
Torrens University
01.2023
Skills
Various government application support, and end-user computing support
Office 365 administration
Azure AD management support
Exchange Server admin support
ITIL Framework and incident, change, and asset management
End-point security monitoring and support
Remote Desktop configuration and troubleshooting
Network protocols
TCP/IP, OSI Model, VoIP, Windows Server, and SCCM
Debugging/Troubleshooting
PowerShell
Active Directory
Application Development
Projects
Company Name: Giverly, Australia|Torrens University Project: Online Platform for Fundraising and Skill Development Task
- Designed an online platform to connect donors with individuals seeking financial assistance for personal and professional growth initiatives, such as educational programs, workshops, and certifications
- Conducted user research and created empathy maps to understand user needs, behaviors, and pain points
- Developed UX/UI elements, including wireframes and interactive prototypes, ensuring a seamless user experience
- Created personas to represent target users, guiding design decisions to meet diverse user requirements
- Delivered a user-friendly platform, emphasizing accessibility, usability, and effective donor engagement
Certification
Professional Year, 2024, ECA College
ITIL Foundation (v4) Certificate
References
References available upon request.
Timeline
ICT Service Analyst
Queenland Police Service
10.2024 - Current
Customer Service Representative
7-11 Australia
02.2021 - 05.2024
IT Support
Logics Beyond
11.2018 - 05.2019
Bachelor of Business Information Systems -
Torrens University
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