SOHAIL ASLAM MOHAMMED
SUNSHINE NORTH,VICTORIA
Summary
Accomplished IT professional with a proven track record at BAPCOR, and AIRMASTER excelling in hardware troubleshooting and customer service. Expert in managing and resolving service support requests, significantly enhancing operational efficiency and minimizing downtime. Skilled in asset management, including tracking and maintaining IT equipment to ensure optimal performance. Demonstrates strong team collaboration skills and a proactive approach to problem-solving, consistently achieving high levels of user satisfaction and system reliability. Adept at prioritizing tasks and managing multiple issues simultaneously, with a keen ability to adapt to new technologies and evolving IT environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Service Support
BAPCOR
01.2024 - 06.2024
- Served as the primary contact for all service support requests, managing and resolving inquiries via phone, email, and in-person.
- Logged and tracked service requests and incidents, ensuring accurate documentation and timely resolution.
- Managed and coordinated various aspects of service support, including technology rollouts, setup, and tracking of staff equipment such as laptops and smartphones.
- Provided advanced technical and operational support, performing maintenance and troubleshooting on hardware and software.
- Documented and monitored service desk tickets and walk-up requests to ensure proper tracking and follow-up.
- Coordinated the service support function, overseeing the deployment and management of technology, including staff laptops and mobile devices.
IT DESKTOP SUPPORT
AIRMASTER CORPORATION PTY LTD.
07.2022 - 12.2023
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Managed and resolved service requests related to desktop systems, ensuring timely and effective solutions.
- Conducted installations, configurations, and upgrades of desktop systems and software applications.
- Assisted with the setup and deployment of new hardware and ensured seamless integration with existing systems.
Customer Service & Asset Management
M.A. Services Group
01.2021 - 05.2022
- Provided exceptional customer service by addressing and resolving client inquiries, issues, and requests with efficiency and professionalism.
- Managed asset inventory, including tracking, deployment, and maintenance of IT equipment such as laptops, smartphones, and peripherals.
- Acted as the primary point of contact for customer service inquiries, ensuring prompt and effective resolution of issues and maintaining high satisfaction levels.
- Managed the lifecycle of security assets, including tracking, deployment, maintenance, and repair of CCTV systems, walkie-talkies, and other related equipment.
- Coordinated with security teams and vendors to ensure timely installation, maintenance, and upgrades of security infrastructure.
- Maintained accurate records of asset inventory and service activities, ensuring compliance with security policies and operational standards.
IT Help Desk Technician
IT Horizon PVT LTD.
01.2019 - 09.2019
- Provided first-line technical support for end-users, addressing and resolving issues related to desktops, laptops, software applications, and peripherals.
- Managed service desk tickets and walk-up requests, ensuring timely and effective resolution of technical problems.
- Performed installations, configurations, and upgrades of desktop systems and software, ensuring optimal performance and user satisfaction.
- Logged, monitored, and resolved service desk tickets, ensuring accurate tracking and timely resolution of all support requests.
- Conducted routine maintenance and updates on IT equipment, including performing hardware and software upgrades to ensure continued efficiency.
- Assisted with the deployment and setup of new IT equipment, including configuration and installation of desktops and laptops.
Education
Master of Science - Information Technology
Charles Sturt University
Melbourne, VIC12.2018
Bachelor of Science - Computer Science
AZAD COLLEGE OF ENGINEERING & TECHNOLOGY
HYDERABAD, INDIA07.2014
Skills
- Windows, macOS, Linux
- Microsoft Office Suite, ServiceNow
- Hardware troubleshooting
- Network support (routers, switches, VPNs)
- System setup and configuration
- Basic security practices
Technical Skills
- Asset management
- Remote desktop tools (eg, TeamViewer)
- Customer service
- Problem-solving
- Time management
- Team collaboration
Soft Skills
HOBBIES
CRICKET
PLAYSTATION
WATCHING MOVIES
COOKING
Certification
DIPLOMA OF COMPUTER APPLICATION
DIPLOMA OF COMPUTER HARDWARE
Languages
English
Full Professional
Hindi
Native or Bilingual
Telugu
Full Professional
Timeline
IT Service Support
BAPCOR
01.2024 - 06.2024
IT DESKTOP SUPPORT
AIRMASTER CORPORATION PTY LTD.
07.2022 - 12.2023
Customer Service & Asset Management
M.A. Services Group
01.2021 - 05.2022
IT Help Desk Technician
IT Horizon PVT LTD.
01.2019 - 09.2019
Master of Science - Information Technology
Charles Sturt University
Bachelor of Science - Computer Science
AZAD COLLEGE OF ENGINEERING & TECHNOLOGY
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