Noor Us Sabah Mohsin
SYDNEY,NSW
Summary
A skilled system support professional providing support to users with ability to manage and prioritize multiple tasks within aggressive timeline along with exceptional communication skills articulating clients to their level of understanding to achieve positive business outcomes
Overview
14
14
years of professional experience
Work History
IT DESKTOP SUPPORT
NBN Australia
Sydney, NSW
2024.09 - Current
- Maintained service desk L2 tickets within time constraints, resolving issues at first instance while adhering to SLA and escalating to L3 for further analysis as needed.
- Installation, configuration, maintenance, repair, and upgrade of all IT equipment involving workstations, desktops, laptops, printers, email, databases, and various communication devices (switches, ethernet ports, smartphones, desktop hard phones, Bluetooth devices).
- Imaging and deployment of operating systems, installation of software applications in user machines via System Centre Configuration Manager (SCCM).
- Providing support for software applications and packages (MS Office 365, AirWatch Device Management, Cisco Mobility Client, Network Programming Application, ZScaler, Microsoft Exchange, Active Directory Constraints)
- The monitoring system, network, and application performance to ensure optimal network performance and recommend improvements and implement changes as required, following certain technical documentations (procedures, manuals, guides, and reports).
- Provided technical standards and solutions to meet business needs relating to Mac and Windows Operating Systems and applications.
- Troubleshot technical issues for Mac and Windows OS and applications, adhering to established standards and providing root cause analysis to identify errors.
- To guarantee knowledge of and adherence to standards, processes, and quality control concerns and activities, communicated, educated, and coordinated with users and management
IT Field Technician
Experis
Sydney, NSW
2024.06 - 2024.09
- Deployed, set up, and configured devices at desk locations to ensure readiness for end users
- Relocated outdated equipment, decommissioned devices (PCs/laptops/peripherals), and returned them to base for proper disposal
- Replaced worn-out PC, laptop, and peripheral hardware to ensure optimal functionality.
- Compiled asset inventory, obtained approvals, and submitted reports to maintain accurate records
- Performed remote and on-site technical troubleshooting
- Point of escalation for onsite clients with regard to L1 technical problems (PC or network related)
IT HELPDESK SUPPORT TECHNICIAN
Tech2
Sydney, NSW
2018.03 - 2022.10
- Provide remote technical support for customers in areas such as email, desktop applications and project-specific applications by diagnosing and troubleshooting software, hardware, peripherals, printers/scanners and network issues for Desktop/Laptop (Microsoft XP/Vista/7/8/8.1/10), Tablets (iOS & Android) and iPhone/Android smartphones
- Performed remote installations, configuration, upgrades, repairs, in-depth clean-up of virus and malware extraction and maintenance using phone and remote desktop software for Windows and OSX operating system
- Install system critical updates and application patches
- Provide assistance with backup and restore personal data
- Logging and keeping records of customer queries using in-house CRM software to efficiently track issues and steps taken to resolve problems, while escalating if needed
IT SUPPORT SERVICES
Self-Employed
Perth , WA
2016.08 - 2018.03
- Installation and resolution of end-user issues on hardware, software, networks, peripherals and Smart Devices
- Diagnose problems and replace defective components
- Perform Data Backups, Virus, Malware and Adware Removals
- Remote troubleshooting over the phone as well as on-site
- Going over and above to deliver impeccable customer service
Data Processing Engineer
GFK ETILIZE (PVT) LTD
Karachi, Pakistan
2012.06 - 2014.04
- Providing detailed specification data sheets of consumer electronics & software domain products by following & maintaining content management procedures within the company
- Assist project managers with ad-hoc projects as required
- Maintenance and creation of technical & user support documentation of different parameters of various products content
- Perform additional tasks & responsibilities during and outside business hours as assigned by Department Manager
Education
Bachelor of Science - Computer Engineering
Sir Syed University of Engineering And Technology
Karachi, Pakistan2013-03
Skills
- Excellent Interpersonal communication (written and verbal) & Telephone manners
- Self Motivated with a "can do" attitude
- Excellent attention to detail
- Liaise with supervisor, staff, and clients
- Strong support and mentoring skills
- Familiar with helpdesk systems and processes
- Ability to multitask and prioritize work
- Excellent time management skills and ability to work within tight deadlines
- Willing to learn new things and adapt to changes quickly
- Strong customer focus with proven customer service experience
- Logical approach to problem solving and an investigative and inquisitive mind
- Reliable, Punctual and Well-organized
- Be part of an on-call roster on a rotational basis and available for support after-hours as required
- Proficiency in documenting results of technical and other investigations
Key Strengths
- Hands on experience and knowledge of Microsoft Office, Google Apps
- Experience with Desktop & Server Operating Systems including Microsoft Windows Server, and Windows 10/8/7/XP/Vista & Mac OS X.
- Strong Knowledge of Windows Registry, Security Features, User Privileges, Microsoft 365, Windows Server, Active Directory, and Group Policy
- Understanding of Remote Support Tools -Effective use of ITSM platforms and remote-assistance tools
- Basic scripting knowledge (PowerShell)
- Experience using Jira and Confluence for workflow and documentation
- Working knowledge of Incident, Problem, and Change Management
- Knowledge of network protocols (TCP/IP, UDP, SMTP, DNS, HTTP) and other services such as Web database, terminal services backup, firewalls, routers, VPNs, VLANs.
- Working with Microsoft Intune, Autopilot and Office 365 and Azure
- Technical knowledge of ICT Infrastructures including networking, server installation, access points, switches, routers, storage, and desktop infrastructure
- Configuration, installation, maintenance, resolution and troubleshooting of hardware, software, networks, printers, scanners, peripherals, and connectivity issues of email, desk phones and Smart Phones (iPhones & Android mobile devices)
Timeline
IT DESKTOP SUPPORT
NBN Australia
2024.09 - Current
IT Field Technician
Experis
2024.06 - 2024.09
IT HELPDESK SUPPORT TECHNICIAN
Tech2
2018.03 - 2022.10
IT SUPPORT SERVICES
Self-Employed
2016.08 - 2018.03
Data Processing Engineer
GFK ETILIZE (PVT) LTD
2012.06 - 2014.04
Bachelor of Science - Computer Engineering
Sir Syed University of Engineering And Technology