MS Office Suite
Shamroz Naveed
IT Support
Puncbowl,NSW
Summary
Customer-focused IT help-desk support with one year of experience in providing excellent customer service and effectively resolving customers' technical issues in a fast paced and challenging environment. Served as the primary point of contact whilst ensuring the satisfactory resolution of every submitted ticket using my problem solving and time management skills. Dedicated to exceeding client expectations with the ability to multi-task and prioritize workload and emerging issues.
Overview
1
1
year of professional experience
2
2
years of post-secondary education
Work History
IT Field Support Technician
Reliable Computers Pty Ltd
Sydney, NSW
09.2020 - 02.2021
- Responded to client requests for service, troubleshoot problems and help restoring machines to peak performance.
- Built PCs from scratch as per client requirement and provided off-site support in setting up various networking devices like printers, scanners, routers, wireless access points and extenders/repeaters.
- Monitored backup systems and procedures to ensure data security.
- Provided backup technical support and recovered client's lost data by using various backup and recovery software programs.
- Performed data imaging/cloning of hard drives and entire system by using Veeam and Lazesoft Recovery Suite.
- Liaised with staff to perform research and evaluated products to assist in the selection and purchase of equipment to installation and/or upgrade of systems.
IT Help Desk Officer
Aussie Forex & Finance
Sydney, NSW
03.2019 - 02.2020
- Served as the first point of contact for troubleshooting hardware, software, network, technical issues and leading escalation of issues to the IT manager through proper channel.
- Provided Level 1 technical support to end-users via phone, email and face-to-face by prioritizing new and existing support requests.
- Installed and configured hardware, software and networking devices to set up workstations for all the employees working in various departments.
- Monitored, logged and tracked all the phases of desk side support by providing guidance to stakeholders on requesting services.
- Provided technical information in clear terms to non-technical end-users for better communication and stakeholders management.
- Provided satisfactory resolution of every IT incident by proper reporting, analysis and prevention strategies.
- Created and activated user accounts in Active Directory for the clients interested in new services with appropriate user access privilege by managing Group Policy.
Education
Master of Information Technology
Charles Sturt University
Sydney, NSW 07.2017 - 09.2019
Skills
Communication Skills
Organization and Time Management
Problem-Solving
Written and Presentation
Maintenance and Repair
Active Directory
DNS
DHCP
Software
Office 365
MS Windows 10/11
MS Server 2012/2016
VMware
Wireshark
Laze soft Recovery Suite
Accomplishments
- Successfully conducted a literature review on Blockchain based cryptographic techniques for cyber security issues in healthcare data, in which the cryptographic tools based Blockchain technology improves the working model to store the healthcare data on the cloud and makes the system more efficient and increase the security about 56.63% than that of the previous researches and results.
- Successfully designed and implemented an IoT based smart office project where IoT devices can be registered to a dedicated registration server in order to remotely configure, control and monitor the devices wirelessly through a mobile or a tablet.
- Successfully configured Linux CentOS virtual machine to act as a router, DHCP, DNS and HTTP server to assign IP addresses dynamically to other VMs on the domain and created domain names for our HTTP server using Linux command line interface (CLI).
- Charles Sturt University Academic Achievement Awardee
Timeline
IT Field Support Technician
Reliable Computers Pty Ltd
09.2020 - 02.2021
IT Help Desk Officer
Aussie Forex & Finance
03.2019 - 02.2020
Master of Information Technology
Charles Sturt University
07.2017 - 09.2019