Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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SHAMROZ NAVEED

IT Support
Sydney,NSW

Summary

Customer-focused IT help-desk support with extensive 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 problem solving and time management skills. Dedicated to exceeding client expectations with the ability to multi-task and prioritize workload and emerging issues.

Overview

3
3
years of professional experience

Work History

IT Field Support Technician

Reliable Computers Pty Ltd
Sydney, NSW
10.2021 - 10.2022
  • Provided Level 1 technical support to all the employees and clients via phone, email, and remote sessions.
  • Responded to client requests for service via phone, face-to-face and Helpdesk ticketing system to troubleshoot problems and help develop solutions.
  • Performed basic administration tasks in Microsoft 365 such as creating new users, assigning licenses and permissions, managing shared mailboxes, providing delegation, and resetting passwords from the admin portal.
  • Provisioned and enrolled new Windows devices in Microsoft Intune.
  • Built PCs from scratch as per client requirement and provided field support in setting up various networking devices like printers, scanners, routers, wireless access points and mesh systems.
  • Provided backup technical support and recovered client's lost data by using various backup and recovery software programs.
  • Liaised with staff to perform research and evaluated products to assist in selection and purchase of equipment to installation and/or upgrade of systems.

IT Helpdesk Support

Aussie Forex & Finance
Sydney, Australia
08.2019 - 02.2021
  • Served as the first point of contact for troubleshooting hardware, software, network, technical issues and leading escalation of issues to L2 support.
  • 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, conferencing systems and networking devices to set up workstations for all the employees working in various departments
  • Provided technical information in clear terms to non-technical end-users for better communication and stakeholder management
  • Provided satisfactory resolution of every IT incident by proper reporting, analysis and prevention strategies
  • Assessed system hardware and software and recommended upgrades, which increased the overall system performance and efficiency
  • 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

Masters - Information Technology

Charles Sturt University
Sydney, NSW
09.2019

Skills

Good understanding and knowledge of IT infrastructures and network equipment and topologies ie

  • Routers
  • Switches
  • Servers
  • Virtualization
  • Firewalls
  • TCP/IP Suite
  • OSI layers
  • LAN
  • WAN

Level 1 technical knowledge of desktop and software applications ie

  • Microsoft 365
  • MS Windows 8/10/11
  • Active Directory AD
  • DNS
  • DHCP
  • MS Server 2012/2016
  • Group Policy
  • MS Exchange, Teams and OneDrive Administration
  • Remote Desktop Services

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 research and results.
  • Successfully designed and implemented an IoT based smart office project where IoT devices can be registered to a dedicated registration server 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
10.2021 - 10.2022

IT Helpdesk Support

Aussie Forex & Finance
08.2019 - 02.2021

Masters - Information Technology

Charles Sturt University

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