RASEL MAHMUD
Melbourne,VIC
Summary
Highly skilled Service Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.
Overview
5
5
years of professional experience
Work History
ICT Engineer
Defence Engineering Service Network
01.2024 - Current
- Contributed to successful project completions by providing technical expertise within deadlines.
- Managed vendor relationships, negotiating favourable contracts for hardware, software, and service purchases.
- Proactively monitor all open requests and ensure all fulfilment teams (internal IT and service providers) achieve their objectives, escalating when necessary
- Troubleshooting for clients such as account creation, account reset, adding client or device to the correct OU and proving access to certain business system
- Basic setup for switches, server, port patching and cabling
- Initial setup for Desktops, Laptops and Printers
- Maintaining existing software and hardware plus upgrading obsolete items
- Monitoring networks and systems to identify how performance can improve
- Microsoft Windows Server environment building, maintaining, and supporting ICT infrastructure, systems, and cloud services.
Senior Service Desk Technician
Defence
02.2022 - 01.2024
- Creating and managing Active Directory accounts and Exchange mailboxes
- Providing support for a mix of servers, workstations, applications, and Microsoft 365 environments
- Liaise with a range of users, suppliers, software, and hardware vendors
- Ensure end-to-end ownership on support requests, providing regular updates to stakeholders
- Troubleshoot and resolve backup software, application, and system issues
- Ensures to log and tracks incidents through service manager and requests from identification through resolution stages
- Maintaining clear and concise communications and records to support service delivery.
Senior Service Desk Technician
Australian Taxation Office
07.2019 - 02.2022
- Gathering information and raising tickets for the clients that call in
- Providing IT support - queries and incidents raised by customers internal IT and service providers
- Creating and managing Active Directory accounts and Exchange mailboxes
- Performing proactive and reactive troubleshooting to identify potential problems, monitoring systems, including backup software, operating system, and hardware
- Troubleshoot and resolve backup software, application, system
- Maintaining clear and concise communications and records to support service delivery
- Follows up with reported security incidents to ensure they are resolved, requests are filled, and the customer communication is complete.
Education
Certificate IV in Cyber Security - Cyber Security
Holmesglen Institute
11.2025
Advanced Diploma - Information Technology
Sydney Tafe
12.2010
Bachelor of Information Technology - Information Technology
Federation University Australia - Sydney, NSW
12.2008
Skills
- Active Directory
- Windows Server
- VMware
- DHCP, DNS
- Application support
- Software diagnosis
- Troubleshooting
- Incident Management
- Technical issues analysis
- Office 365 Application
- Hardware upgrades
- Switch configuration
- Router troubleshooting
- Microsoft Exchange
- Prepare Knowledge-Based Articles
- Effective Communication
- Team Support
- Software deployment
- Project Management
- Software Installation
- Network Troubleshooting
- Hardware diagnostics
Additional Information
CITIZENSHIP Australian
SECURITY CLEARANCE Negative Vetting – 1 (Current and Active)
Timeline
ICT Engineer
Defence Engineering Service Network
01.2024 - Current
Senior Service Desk Technician
Defence
02.2022 - 01.2024
Senior Service Desk Technician
Australian Taxation Office
07.2019 - 02.2022
Certificate IV in Cyber Security - Cyber Security
Holmesglen Institute
Advanced Diploma - Information Technology
Sydney Tafe
Bachelor of Information Technology - Information Technology
Federation University Australia - Sydney, NSW
Similar Profiles
Ajith VithanageAjith Vithanage
HVAC SUPERVISOR at Ministry of Defence Engineering Service OmanHVAC SUPERVISOR at Ministry of Defence Engineering Service Oman
Ms Rachel RichardsMs Rachel Richards
Human Resources Advisor & Contracts Management at Department of Defence, Land Network Integration Centre (LNIC)Human Resources Advisor & Contracts Management at Department of Defence, Land Network Integration Centre (LNIC)
Igor SeferIgor Sefer
Project Officer at Defence Artificial Intelligence Research NetworkProject Officer at Defence Artificial Intelligence Research Network
Heather ArthurHeather Arthur
Food Service Worker at Hungry Jack'sFood Service Worker at Hungry Jack's
Cavsar KuerbanCavsar Kuerban
ECommerce at DropK CardsECommerce at DropK Cards