rashed uzzaman

it analyst

About

Results-driven and energetic professional, someone who is customer focused, self-directed, & an enthusiastic person, who is keen to become established in the IT & Telco environment. Possesses a strong will and committed to learn and develop skills quickly. Able to handle pressure and prioritise work. Have a great communication and written skills, excellent in time management and customer service & support skills, reliable, responsible and a trustworthy team member who thrives on the challenge of reaching team goals and is someone who takes initiative and ownership.

Country

australia

City

sydney

Industry

higher education

Skill

technical support, active directory, citrix, customer service, backup, osx, call centre, windows server, windows, microsoft office, microsoft exchange, solarwinds, itil, it hardware support, android, ios, html, visual basic, sharepoint, operating systems, vendor management, internet protocol suite, sql, vmware, itil certified, troubleshooting, project management, technical training, computer hardware, service now.com, mobile devices, mac, windows services, team management, data entry, office 365

Experience

senior service desk analyst and onsite support

ethan group

2015-6 - Present · 11 yrs 4 mos

senior service desk analyst

fujitsu australia limited

2012-1 - 2015-1 · 3 yrs 1 mo

* Providing support to NBN & Caltex end users and other vendor organizations via phone and written communication. * Resolving and recording customer fault cases and completing service requests. Also doing incident management. * Performing Active directory update and user account maintenance. Supporting end users through remote session. * Application deployment through SCCM console and configuring VPN certificates. Creating user accounts in various NBN applications. * Citrix account management and provisioning of access. Also managing Citrix active sessions through Citrix console. * Supporting mobile devices such as phones and tablets. Also supporting RSA& VASCO tokens. * Configuring and troubleshooting of Microsoft applications and other applications such as: lotus notes, Spatial-net, Cisco Phones etc. * Running Virus scan and troubleshooting Virus affected Machines and escalating cases depending on severity. * Providing access to shared drive and mailboxes and also supporting outlook issues.

technical solution support: sydney wire-line activation

telstra

2009-7 - 2011-12 · 2 yrs 6 mos

* Activation and design of PSTN, ISDN, FTTP (fibre) and ULL services network for customer orders and for Telstra technicians. * Resolving customer fault cases and designing new cable feeds to customer premises by using network map application GDD. Also updating records for Telstra network details in NPAMS database. * Performing Plant assignment duties to assist in customer service network design and provide technical and network map support to Telstra field technicians over the phone. * Working with active directory to update, modify and create user accounts. Performing remote logging to solve technical problems for Telstra field technicians. * ADSL broadband activation using Telstra tools. And performing ADSL service faults using OATS testing. Also perform Remote login to test exchange equipment's. * Performing team management duties as an interim team leader. And negotiating with customers and field technicians on various issues and projects. * Producing Team briefing agendas, preparing scorecard reports, training staffs and conducting team meetings.