Nabeel Aslam
Perth,Australia
Summary
Experienced ICT Support Professional with 5+ years across four organizations. Expert at swiftly resolving technical issues, from software glitches to hardware failures. Committed to meticulous support ticket management. Proven expertise in providing friendly, efficient, and effective support services. Ready to excel as an ICT Support Officer/Engineer in your organization.
Overview
9
9
years of professional experience
Work History
ICT Support Engineer
RoyHill
09.2023 - Current
- Acted as the first point of contact for IT support, handling initial service requests and providing quick resolutions to common technical issues.
- Managed service desk tickets (ServiceNow), ensuring timely issue resolution and effective escalation for complex problems.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
ICT Support Officer (Short Term Contract)
TrainSmart College
06.2023 - 09.2023
Study Break
Stanley College
09.2022 - 08.2023
ICT Support Officer
Service Stream
04.2021 - 05.2022
- Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Assisting users to identify bugs and resolve them and restore the services, system migrations of laptop/desktop remotely and on-site
- Analyze and diagnose technical problems in desktops, software, hardware, including installation, maintenance, upgrades, and troubleshooting
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
- Installed, modified and repaired software and hardware to resolve technical issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
IT Support Engineer
National Broadband Network (NBN)
02.2020 - 03.2021
- Analyze and evaluate complex system design and architecture specifications for computer systems
- Research, analyze, and monitor network infrastructure for optimal performance
- Recommend improvements to network operations and integrated systems
- Provide specialized support for network troubleshooting
- Manage and confirm resolution of customer service requests
- Install, configure, and maintain networks, software, servers, and workstations
- Diagnose and evaluate user problems and hardware/network issues using effective troubleshooting techniques
ICT System Analyst
Police IT Department
02.2016 - 03.2018
- Schedule and conduct quality audit inspections, analyzing systems, data, and documentation
- Identify variations and potential high-risk areas in adherence to standards
- Assist in troubleshooting and resolving system problems
- Develop and provide technical guidance and training in application software and operational procedures
- Analyze and diagnose technical problems, including installation, maintenance, repair, and configuration
- Test and diagnose functionality errors within established protocols and guidelines
- Perform organizational systems architecture reviews and recommend hardware and software strategies
- Create and review technical documentation, including guides, manuals, reports, and specifications
- Assist users in identifying and resolving bugs, including remote and on-site support for system migrations
Education
Master of IT - Computer Networks & Information Security
Central Queensland University
Melbourne, VIC04-2020
Bachelor of Software Engineering -
Govt.College University
Faisalabad (Pak)05-2016
Skills
- Microsoft 365, Microsoft Office Azure/Exchange 365
- System Centre Configuration Manager (SCCM)
- Active Directory (AD)
- Ticketing Management (ServiceNow)
- Remote assistance
- Technical Support Tasks across Hardware and Software
- Application installations
- Incident management
- Remote support
- Documentation
Languages
English
Full Professional
Urdu
Native or Bilingual
Hindi
Full Professional
Punjabi
Native or Bilingual
Timeline
ICT Support Engineer
RoyHill
09.2023 - Current
ICT Support Officer (Short Term Contract)
TrainSmart College
06.2023 - 09.2023
Study Break
Stanley College
09.2022 - 08.2023
ICT Support Officer
Service Stream
04.2021 - 05.2022
IT Support Engineer
National Broadband Network (NBN)
02.2020 - 03.2021
ICT System Analyst
Police IT Department
02.2016 - 03.2018
Master of IT - Computer Networks & Information Security
Central Queensland University
Bachelor of Software Engineering -
Govt.College University
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