Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Projects
Recent Key Accomplishments
References
Timeline
Generic

Zuhayer Hasan

Sydney,Australia

Summary

Motivated and tenacious IT engineer with a strong passion for learning and professional growth. I am seeking a role that will deepen my expertise in IT infrastructure, including network systems and server management, while also contributing to efficient and scalable technology solutions.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Service Experience Engineer

The Missing Link
02.2024 - Current
  • Provided first-level technical support to end-users, ensuring timely resolution of IT issues.
  • Provided onsite support for a variety of clients with various IT issues.
  • Configured switches, access points, and assisted with VPN setup.
  • Experience with updating DNS records.
  • Performed monthly network device maintenance and health checks.
  • Experience with enrolling devices into Intune.
  • Managed user accounts, password resets, and access permissions through Active Directory and Entra ID.
  • Conducted user onboarding and offboarding processes, including setting up new user devices and accounts.
  • Trained over 5 new engineers and interns in 1 year.
  • Escalated unresolved issues to L2/L3 support teams with thorough documentation and troubleshooting steps.
  • Educated users on best practices for data security, software use, and company IT policies.

Availability Team Member/Online Team Member

Big W
11.2019 - Current
  • Pick, process and serve Click and Collect orders.
  • Responding to rapid changes in store.
  • Increasing efficiency and performance by monitoring team member productivity and providing feedback.
  • Led and trained 8 new team members on ticketing shelves, listing LTO, and replenishing stores properly to improve customer experience.
  • Aided across 3 departments with versatility during a shift due to staff shortage.

Service Experience Intern

The Missing Link
11.2023 - 02.2024
  • Provided in-office technical support to internal users.
  • Imaged laptops using Windows Autopilot and SCCM.
  • Building Windows bootable USBs.
  • Wiped used-laptops for e-waste disposal using software such as Bitraser.
  • Reviewed account creation on AD and 365 Admin Centre.
  • Setup hot-desks and meeting rooms.

Education

Bachelor of Science - IT, Business Major in Networking and Cybersecurity, and Finance

University of Technology
Sydney, NSW, Australia
01.2023

Skills

  • Exceptional customer service
  • Impressively fast learner
  • Natural team player
  • Attention to detail
  • Interpersonal communication
  • Critical thinker
  • Punctual and highly organized
  • Network configuration
  • Cisco CLI
  • Meraki
  • Microsoft Azure
  • M365 Admin (Exchange, Intune, Entra ID, MS Defender)
  • Mimecast
  • N-Central

Certification

  • CCNA 200-301
  • AZ-700
  • Mimecast Cloud Gateway Fundamentals

Personal Projects

  • Designed and built a home network lab with refurbished Cisco devices.
  • Repurposed old laptop and converted it into a PFSense firewall using Type 1 hypervisor (Proxmox).
  • Learned how to patch and terminate Cat6 Ethernet cables.
  • Designed and built networks in Cisco Packet Tracer.

Recent Key Accomplishments

  • Recognized for exceptional onsite IT support, leading a client to amend their service agreement and request me as a dedicated onsite engineer-demonstrating high client trust, technical reliability, and customer satisfaction.
  • Resolved 98% of IT issues within 4 hours, enhancing support efficiency significantly.
  • Achieved a 100% customer satisfaction rate, addressing queries promptly.

References

Provided upon request

Timeline

Service Experience Engineer

The Missing Link
02.2024 - Current

Service Experience Intern

The Missing Link
11.2023 - 02.2024

Availability Team Member/Online Team Member

Big W
11.2019 - Current

Bachelor of Science - IT, Business Major in Networking and Cybersecurity, and Finance

University of Technology

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Zuhayer Hasan