Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Yasir Shahab

Perth,Australia

Summary

  • Highly motivated ICT professional experienced in Desktop Support Analyst, and ICT Business Analyst job role with expertise of providing technical and solution based support in the large organization working across different domains. Proven track record of efficiently resolving Business issues and ensuring seamless operations. As an experienced ICT professional, my objective is to leverage my technical and theoretical expertise and problem-solving skills to provide exceptional support to relevant stakeholders and optimize business and system performance. I strive to maintain a high level of customer satisfaction through effective communication, thorough troubleshooting, and timely resolution of issues. My goal is to continuously develop my knowledge and skills in the ICT industry to deliver innovative solutions and exceed expectations further aiming to leverage my skills and expertise to contribute to the success of your organization.

Overview

5
5
years of professional experience

Work History

Desktop Support Analyst

ABN Group
10.2023 - Current
  • Incident, problem & request management, including: Accurately record, categorise, prioritise and resolve incidents received via email, telephone and service desk communication channels
  • Ensuring incidents and service requests are completed within the defines SLA timeframe
  • Accurately completing service requests submitted by staff members and record all applicable details within the ITSM toolset
  • Escalating incidents in a timely manner where action is required beyond the scope and capability of the IT Service Desk or Desktop support teams
  • Creating problem records within the ITSM toolset for further investigation, and ensure they are assigned to the appropriate team for investigation
  • Identifying opportunities for continual service improvement within the IT Service Desk and other IT Operations teams and direct them to management for review
  • Providing exceptional customer service
  • Ensuring the customer’s requirements are fully understood
  • Keeping stakeholders up-to-date with progress and resolution of assigned incidents and service requests
  • Installation and deployment of licensed software
  • Purchasing end user hardware
  • Purchasing and supporting of mobile devices including company issued mobile phones and tablets
  • Imaging hardware/devices
  • Hardware deployments
  • Onsite support and site visits when required (Perth, Southwest, Melbourne
  • Geelong etc.)
  • Provide TechHub support services
  • Recording/maintenance of asset information within relevant systems
  • Invoicing, on charging, stocktake of purchased hardware
  • Enrolment and configuration of mobile devices via Intune according to defined SOE
  • Completing Flex-in & out process of the devices
  • Telephony support
  • Warranty, hardware fault, investigation, and repair
  • Level 2-3 troubleshooting
  • File server permissions
  • General user administration (AD, Exchange (on-line/on-prem), applications)
  • Working with external vendors/suppliers
  • Working with EUC for smooth deployment of different applications and systems
  • Working on different system platforms Windows, iOS, Linux etc.

ICT Business Analyst

Elevate Solutions
10.2019 - 10.2023
  • Assisting management in the design and implementation of efficient procedures that reduce costs, enhance effectiveness, and eliminate hazards
  • Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query
  • Provided business capability of running own reports by requesting reporting dashboard for most commonly requested data
  • Ensured reported issues were resolved more quickly by documenting and tracking application issues, using Agile Methodology, as well as by participating in scrum meetings, which assisted with prioritization of issues
  • Decreased system errors through discovery of redundant data within database, which led to working with Development team on cleanup of data
  • Conducted regular system checks and updates to ensure network security and compliance with industry standards, resulting in a 100% compliance rating during audits
  • Collaborated with cross-functional teams, project managers, and other stakeholders to develop and implement IT policies, procedures, and guidelines, resulting in a streamlined and efficient IT infrastructure
  • Created and delivered comprehensive training materials for end-users, reducing support tickets and increasing user adoption of new systems and processes
  • Conducted regular system analysis and testing, identifying and resolving potential issues before they impacted end-users and ensuring that systems remained compliant with industry standards and regulations
  • Wrote and updated process support documentation
  • Developed new processes for internal and external users
  • Utilized knowledgebase tools to transfer technical & business knowledge to team members
  • Executing customized assignments for management to forecast the business progress curve or the progress of a certain product and marketing element
  • Providing Ideas and recommendations based on real world examination of a certain issue, as well as ensuring that adequate system checks are in place
  • Identifying and assessing system inefficiencies and advising optimum business practices, as well as system functioning and performance
  • Acts as a liaison central person between clients and development departments and distinguishes requests with respect to the specific needs
  • Examining project design guidelines to ensure that all requirements are met
  • Creating user and training manuals, as well as delivering formal training workshops
  • This includes follow up sessions to ensure that all users understand how to utilise the system
  • Produce AD HOC data and develop new reports as directed by the manager
  • Overall project planning in collaboration with senior staff and programmers, including cost / budgeting and monitoring
  • Auditing the Integrity of system data, performing several levels of testing, and informing and advising users about system misuse and noncompliance
  • Implementation of excellent information technology practices throughout the organisation
  • Collaborating with users to develop and document business needs
  • Identification, investigation, and analysis of business processes, procedures, and work practices
  • Developing project plans and costing, resourcing, and managing projects using project management approaches, principles, and practices
  • Taking responsibility for deploying functional solutions, such as developing, adopting, and implementing system test strategies that assure the system's acceptable quality and integrity
  • Creating functional specs for system developers to use
  • Using data and process modelling methodologies to produce explicit system specifications for system software design and development
  • Serving as a central reference and information source, guiding, and assisting in system project decision making
  • Conduct analysis to determine configuration standards and business technical l needs
  • Improve system approaches by developing and implementing best practices and processes
  • Consult with customers to establish best practices and recommendations for system functionality
  • Maintain current knowledge of information technology and business procedures.

Education

Cyber Security -

Curtin University
Perth, Australia
01.2023

Business Information Technology -

RMIT University
Melbourne, Australia
06.2019

Business Management -

Bangor University
Bangor, United Kingdom
06.2015

Skills

  • Azure Active Directory
  • Technical Writing
  • Business Process Management
  • SCCM Active Directory
  • Azure AD AWS Cloud Security
  • Information Security Management
  • Share Point & Office 365
  • Penetration Vulnerability Testing
  • CRM ITIL Skills
  • Rapid miner MS Dynamics
  • DevOps
  • Network Troubleshooting
  • Content Management System
  • PowerShell Scripting
  • Hardware & Software Troubleshooting
  • VMware, Veeam and Virtualization
  • ERP Management
  • Agile Project Management
  • Client Management
  • Digital Strategist
  • MacOS Windows Linux Server
  • Cyber Security Awareness Training
  • SQL Database
  • Server and Desktop Expert
  • Agile Scrum Master
  • BPMN
  • Tableau
  • Jira
  • ServiceNow
  • Visio

References

  • Damien Mackrill (Modern Workplace Technology Manager), dmackrill@abngroup.com.au, ABN Group
  • Muhammad Hashir (Senior Team Leader), info@elevatesol.net, Elevate Solutions

Timeline

Desktop Support Analyst

ABN Group
10.2023 - Current

ICT Business Analyst

Elevate Solutions
10.2019 - 10.2023

Cyber Security -

Curtin University

Business Information Technology -

RMIT University

Business Management -

Bangor University

Similar Profiles

CREATE PROFILE
Yasir Shahab