Nadeem Noor Mohammed
Carlisle
Summary
Forward-thinking Operations Specialist bringing 15 years of expertise in IT service deliveries for engineering professional services sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Microsoft Endpoint Management Tools, CAD software and Engineering applications deployments. Adept in utilizing collaboration tools like MS Teams, and SharePoint to document and share critical IT processes. Possess a solid grasp of remote desktop tools like TeamViewer and AnyDesk for seamless remote support.
Overview
8
8
years of professional experience
Work History
Service Operations Specialist
Calibre Professional Services One Pty Ltd - Calibre Group
06.2021 - Current
- Developing and implementing SOE for 500 user endpoints
- Managing single Windows PXE image and task sequences for 4 different sites
- Software packaging, deployment, and troubleshooting in SCCM / MECM
- Configuring, deploying, and maintaining SOE hardware/software
- Ensuring security compliance, system patching, and access control
- Creating technical processes and procedural documentation
- Providing high-level support, advice, and coaching to ICT support staff and end users, ensuring prompt resolution of requests
- Acting as a single point of contact for IT service operations across all sites, handling escalations, prioritization, and contributing to future business planning
- Assisting with software license procurement and Microsoft True-up
- Managing compliance of software and hardware licensing and services, reviewing licensing and distribution
- Establishing and maintaining strong working 1 to 1 relationships with business stakeholders at all levels
- Setting up accounts and workstations for new starters.
On-Site Project IT Support Engineer
Acciona Geotech
12.2020 - 06.2021
- Providing IT support to the project team of 150 on-site and 50 remote users with all types of IT equipment, ensuring connectivity between different remote sites
- Planning and facilitating new computing device installations and software deployment via Microsoft Intune
- Onboarding new users to the project by configuring IT equipment, and managing software and hardware
- Setting up and maintaining meeting spaces with Microsoft Teams video conferencing capabilities
- Managing project documents and databases through Microsoft SharePoint as an Administrator
- Offering technical expertise and recommendations for IT purchases related to the project
- Liaising with the ICT team in eastern Australia and the head office in Spain on behalf of the project Alliance to fulfill project IT requirements.
Service Desk Technician
NRW Holdings - Empired Ltd. (MSP)
08.2020 - 09.2020
- Investigate and diagnose issues to resolve system, hardware, software, and infrastructure faults
- Provide onsite and remote assistance to clients and users, including username and password management, software licensing management, software deployment via SCCM, manual software installation, data backup and restore, device encryption, user access control, network drive access requests, and AD group configuration
- Configure and test new IT equipment, building laptops and PCs with SOE
- Manage procurement and redeployment of IT equipment, ensuring testing and reconfiguration align with IT guidelines
- Oversee end-to-end project management, including the procurement of IT equipment from the shut-down of 3 different sites and redeployment on new projects
- Assist users with email and work applications on their work mobiles and handheld devices
- Enhance corporate data security by securing handheld devices and preventing data loss through MDM setup.
Windows'10 Deployment Engineer
Dept. Primary Industries & Regional Development (DPIRD) - Empired Ltd. (MSP)
09.2020 - 12.2020
- Planning and facilitating new computing device installations, deploying software via KACE system deployment client, and overseeing hardware upgrades, including other onsite services
- Collaborating with project managers, the product development team, system engineers, and end users to deploy software and hardware with minimal downtime for clients
- Executing the rollout of new equipment, managing the recovery of old devices, deleting outdated assets from the AD, and coordinating recycling efforts
- Administering users and resources within the Active Directory (AD) domain
- Building Standard Operating Environment (SOE) in Windows 10 and Office 365
- Establishing Multi-Factor Authentication (MFA) for individuals and groups via Microsoft Azure subscription.
Helpdesk Engineer - LNP
Telstra Corporation Pty. Ltd
04.2020 - 07.2020
- Support offshore team of 20 people in completing customer orders by gathering all data via phone contact with the customers
- Collaborate for efficient problem-solving and positive customer experiences
- Use systems and databases to plan and deliver exceptional customer service reducing wait time by 80%.
- Mediate details to customers, adhering 100% to ACMA guidelines and Telstra values
- Assist team with remote system support via VPN and Microsoft Teams
- Contribute to process improvement in regular team discussions
- Stay connected with the team while fully working from home, prioritizing health and safety.
Deployment Support Engineer
Wood Group - EIL Global
08.2019 - 04.2020
- Plan and support new computing device installations, SCCM software deployment, and hardware upgrades
- Collaborate with Project Managers, customers, and product development teams for efficient software and hardware deployment
- Serve as the first point of contact for users needing technical support for various devices and systems
- Provide network support, including patching floor ports and managing Active Directory resources
- Build and deploy Standard Operating Environment (SOE) in Windows 10 and Office 365
- Implement new IT solutions, assist in onboarding new employees, and set up Multi-Factor Authentication (MFA) via Microsoft Azure subscription.
Service Delivery Consultant
Telstra Corporation Pty. Ltd
05.2016 - 04.2019
- First point of contact for IT support, troubleshooting within SLA for internal and external clients
- Support various Voice and Data services technologies
- Configure services based on customer requirements, managing routers, switches, and WAPs
- Assess data integrity, escalate issues, and provide training
- Provide onsite or remote support for software updates
- Set up various service connections, create VPNs, allocate IP addresses, and follow the ITIL framework for Incident management
- I've been with Telstra since December 2007, previously serving as IT Support Officer (2009-2016) and Technical Support Consultant (2007-2009).
Education
Certificate IV - CCNA Exploration
Central Institute of Technology
Perth, WA01.2010
Masters - Telecommunication Engineering
University of South Australia
Adelaide, SA01.2006
Bachelors - Electronics and Telecommunication Engineering
Amravati University
India01.2003
Skills
- Service Level Agreements
- Attention to Detail
- Cross-functional Collaboration
- Critical Thinking
- Time Management
- Active Listening
- Decision Making
- Business Process Mapping
- Root Cause Analysis
Attributes
- Effective management of people and projects, ensuring deadlines are met through goal setting, resource allocation, contingency planning, and performance evaluation.
- Timely decision-making under pressure.
- Proficient teamwork with a focus on tact, discretion, and professional integrity when advising at all levels.
Professional Development
- 2023, Microsoft Azure Technical Workshop: Infrastructure Migration & Data Migration, Perth
- 2019, Google Cloud Certified: Professional Cloud Architect, https://www.credential.net/947d9f4b-eb55-4275-926f86b7aab7cfd8?key=6a3c1ba1aa6005da0a90bd8c7e1af298c2d766c2b7c8371f7c899554e8759468
- 2019, Microsoft Certified: Azure Fundamentals, https://www.youracclaim.com/badges/9f0141db-c4e6-4519-9b33-235f44d6a757/public_url
- 2019, Microsoft 365 Training - Desktop Deployment, Microsoft 365 Training - Security and Compliance, Microsoft Azure Fundamentals, Perth
- 2017, CISCO CCNA v3
Technical Competencies
Microsoft Endpoint Configuration Manager (MECM), Microsoft's Active Directory (AD), SCCM, Azure Active Directory (AAD) - Microsoft Entra Admin Center., Azure Migrate Tool, Hyper-V, Windows PowerShell, Lansweeper (IT asset management solution)., Microsoft Office Suite and Office365 (Outlook, Word, Excel, Visio, SharePoint, Microsoft Teams, Skype for Business, Microsoft Lync, Visual Studio)., Adobe Acrobat DC, Google Forms, Microsoft Forms, Bluebeam., Citrix and VMware for Virtual Desktop Infrastructure, System Backup/Restoration., CRM software (e.g., Service Now, Fresh Services, Oracle Siebel)., Autodesk Admin Portal, Bentley Management Portal, Oracle Primavera Admin Control., AMDOCS for digitalization, JIRA., Microsoft Windows OS (NT, 7, 8.x, Windows 10, DOS), Windows Server environments, Linux, Linux-KNOPPIX Live OS on CD/USB, LAN/WAN technologies, Cisco Devices configuration, Network Switches/Router configuration, Email Client configuration (POP3/IMAP/SMTP/Exchange), TCP/IP, DHCP, DNS, Active Directory, VPN
Personal Information
- Citizenship: Australia
- Driving License: Class-C
References
Available upon request
Timeline
Service Operations Specialist
Calibre Professional Services One Pty Ltd - Calibre Group
06.2021 - Current
On-Site Project IT Support Engineer
Acciona Geotech
12.2020 - 06.2021
Windows'10 Deployment Engineer
Dept. Primary Industries & Regional Development (DPIRD) - Empired Ltd. (MSP)
09.2020 - 12.2020
Service Desk Technician
NRW Holdings - Empired Ltd. (MSP)
08.2020 - 09.2020
Helpdesk Engineer - LNP
Telstra Corporation Pty. Ltd
04.2020 - 07.2020
Deployment Support Engineer
Wood Group - EIL Global
08.2019 - 04.2020
Service Delivery Consultant
Telstra Corporation Pty. Ltd
05.2016 - 04.2019
Certificate IV - CCNA Exploration
Central Institute of Technology
Masters - Telecommunication Engineering
University of South Australia
Bachelors - Electronics and Telecommunication Engineering
Amravati University
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