SADMAN SIFAR OSHAN

• Endpoint Security
• Threat & Vulnerability Management
• Microsoft Exchange · Microsoft Azure, office 365 Administration
• Network Security and administration
  Infrastructure Support
• VMware Sphere
• Server Administration
• Windows Server.
• Office 365 Administration ·
• Technical Support
• Cloud Computing
• Active Directory
• Datto RMM & BCDR
• Maintained computer systems, installed and upgraded new systems.
• Monitored, tracked and prioritized new work requests at Help Desk within set response times.
• Worked effectively in both independent and team environments to exceed IT goals.
• Worked with various departments on integrating new processes for software and manual usage.

• IT SUPPORT

● Responding to requests for technical assistance in person, via phone, electronically and act as the first point of contact within the IT department to disseminate technical advice and assistance across all departments (Support office, Warehouse & Retail

Stores)

● performed, diagnosed, and resolve technical hardware and software discrepancies

● Administering help desk software

● Escalating problems to the appropriate channels

● Drive and support key stakeholders on IT related projects

● Assisting with various and ad-hoc IT projects as required

● Manage the day-to-day operations within IT team

● Provide training and support to Team Members all over Australia and New Zealand for company related software applications.

● Execute IT policies & procedures

● Weekend remote support on a rotating basis

• PROJECTS

● Manage and deliver on various simultaneous IT projects

● Project governance and reporting as required

● Manage project risks, issues, budget, and schedule and execution

● Manage new store opening IT requirements

● IT infrastructure development (analysis, diagnostics, testing solutions)

● Deliver core solutions and feedback

● Software implementation

● Drive and support key stakeholders on IT related projects, including such things as POS, in store technologies and online projects

● Implement effective change control.

● Communicate with stakeholders, both internal and external.

● Liaise with business and technical areas to facilitate the timely resolution of issues as it arise

● Produce technical and non-technical documentation as required; and

● Manage project resources effectively to deliver the required outcomes

• Respond to internal and external queries via Jira atlassian, or Outlook or use company troubleshooting resolution trees to evaluate technical problems and
  find appropriate solutions. and gather information related to incidents or Remedy requests to research and analyses the root cause of the problem and devise
  solutions according to business requirements.
• Documenting successful solutions in Confluence Wiki,and internal instances and any data gathered related to the user’s problem including error codes and
  debugging procedures.
• Break down and evaluate user problems, using test scripts, personal expertise and probing questions.
• Use company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Assisting other senior team leaders in system projects and sprint decision-making as a central resource.
• Maintain ownership of reported Technical and non technical incidents, manage resolutions and escalations,
• Demonstrate technical and innovative problem-solving skills, including the ability to design, develop, and deploy solutions to user issues; in-depth familiarity with systems, software, databases, reporting, and communication tools; and, in-depth experience working with the Office 365 suite of products, including Microsoft Exchange/Outlook; Microsoft Intune, Intercom; Postmark; AWS; remote desktop service QuickSight; Flatfile; Campaign Monitor; Auth0 and Elasticsearch Logs;
• Engaged with customers to effectively build rapport and lasting relationship.
• Developing business processes to streamline product development.
• Assisting business operations and simplifying the onboarding technical process through efficient, effective, and complete data and information capture for the new and existing client.
• Train other Production Support Staff.
• Understanding Cyber security threats and technologies and processes to mitigate them, implementing threat protection and responding to security incident
  escalations for the platform.
• Support and assist Head of technology in escalations/issues/inquiries.
• Document Processes and Procedures for the Support Team.
• Work closely with users and collaborate directly with other technical team members while releasing version upgrade and program maintenance to meet system requirements and enhance the performance of business applications.
• Assisting Data and process modelling to establish software specifications for system software design and development depending on the Client requirements.

Issue Resolution: Providing technical support with strong

problem solving and decision-making skill and effectively

resolve any issues reported by customers and different

Incident management: Maintain ownership of reported

incidents, manage resolutions and escalations, track till

closure, and report regular status to management

• IT Support: Provided installation/configuration,

operation, and maintenance to Windows based IT

systems, operating system, hardware, software, mobile,

web and cloud application support across a range of

clients

• Client Support: Handled service desk calls from our

client base, efficiently communicated with clients on

support requests and logged tickets

• Problem-solving: Delivered face to face and remote

troubleshoot, resolve issues