Bushra A. Email and Phone Number

-Record and document incidents, including the diagnostic and resolution steps taken, as well as any upgrades, modifications, and maintenance performed for incident or problem resolution.-Utilizes Network Performance Monitoring (NPM) applications to enhance and optimize network performance by constantly monitoring network traffic in real-time, detecting faults, network outages, and addressing network performance-related issues.-Evaluating and suggesting enhancements for network… Show more -Record and document incidents, including the diagnostic and resolution steps taken, as well as any upgrades, modifications, and maintenance performed for incident or problem resolution.-Utilizes Network Performance Monitoring (NPM) applications to enhance and optimize network performance by constantly monitoring network traffic in real-time, detecting faults, network outages, and addressing network performance-related issues.-Evaluating and suggesting enhancements for network operations and the integration of hardware, software, communications, and operating systems.-Conducting network testing and troubleshooting, as well as installing, configuring, and upgrading network devices to ensure the smooth functioning of the IT (Information Technology) infrastructure. This involves handling software database applications, servers, and workstations. Developing of contingency plan, assist in development of disaster recovery plans.-Analyzing network traffic of the Firewall through traffic capturing to identify misconfigurations and blocks. Based on the analysis, evaluate, modify, and create new rules to ensure that the network infrastructure operates at its optimal performance.-Analyzing network and site diagrams, functional architecture specifications, and complex system integration plans for an enterprise to facilitate the design, implementation, and seamless integration of various components within the enterprise's system.-Supporting uninterrupted business operations, involves implementing High Availability by adjusting priorities in network devices' configurations. This allows for seamless switching between devices during potential failures. Additionally, running scripts to automate network security system changes streamlines the process and ensures the desired outcomes are achieved efficiently and effectively.Adhere to SLAs & OLAs, ensuring timely and quality service delivery.Collaboration with IT stakeholders (Vendors, Client, Security Governance & compliance) Show less

• Monitoring & establishing backups and implementing security and integrity controls on an operational and preventative basis.• Diagnosing, troubleshooting, and resolving hardware & software-related issues on onsite-server and workstation; and communication infrastructure.• Implementing policies, rules & procedures for database administration• Log, reproduce, track & resolve all identified problems related to IT infrastructure.• Implementing 2FA authentication and office 365… Show more • Monitoring & establishing backups and implementing security and integrity controls on an operational and preventative basis.• Diagnosing, troubleshooting, and resolving hardware & software-related issues on onsite-server and workstation; and communication infrastructure.• Implementing policies, rules & procedures for database administration• Log, reproduce, track & resolve all identified problems related to IT infrastructure.• Implementing 2FA authentication and office 365 administration.• Responsible for process & procedure associated with operational management security framework.• Monitor Network performance & restore network disruptions• Prepare & maintain documentation detailing operational procedures. • Comply with SLAs & ICT security procedures assuring preventative strategies to minimize the risk of security threats.• liaise with suppliers, service providers, and security vendors. Installing and maintaining software security applications, The first point of contact for all inquiries & follow a warm escalation process.• Monitor sites to determine future network needs and make recommendations for enhancements in the implementation of future servers and networks. Show less

Support Consultant | Innovior | July 2021-Present• Liaising with our clients to discuss process issues, agree on a remediation plan and build and deploy a fix that addresses the issue(s). • Administration, management & triage of support tickets raised by clients through our service desk (Freshservice). • Analysing, debugging, and applying fixes to RPA workflows and/or network infrastructure to identify and fix issues and faults. • Ensuring the continuity of IT services such as… Show more Support Consultant | Innovior | July 2021-Present• Liaising with our clients to discuss process issues, agree on a remediation plan and build and deploy a fix that addresses the issue(s). • Administration, management & triage of support tickets raised by clients through our service desk (Freshservice). • Analysing, debugging, and applying fixes to RPA workflows and/or network infrastructure to identify and fix issues and faults. • Ensuring the continuity of IT services such as emails, printers, internet connections, and shared data storage. • Escalation of support issues to internal stakeholders when required. • Developing user training documentation for ongoing support management tasks. • Analysing weaknesses or security threats in network infrastructure. • Providing advice on IT frameworks and best practices. • Producing monthly reports that detail the support activity during the month for a given client. Show less

Administration Officer | Dr Farhad Rahimpanah | 2017-June 2021• Demonstrate excellent administration skills, highly competent working unsupervised & enjoyteamwork. Office all-rounder; involving cash handling and banking, complaint handling, system troubleshooting, escalating IT issues, contacting software support and IT support, follow-up on outstanding payments, and rejected insurance claims.• Create training and office manuals, responsible for staff training, inventory… Show more Administration Officer | Dr Farhad Rahimpanah | 2017-June 2021• Demonstrate excellent administration skills, highly competent working unsupervised & enjoyteamwork. Office all-rounder; involving cash handling and banking, complaint handling, system troubleshooting, escalating IT issues, contacting software support and IT support, follow-up on outstanding payments, and rejected insurance claims.• Create training and office manuals, responsible for staff training, inventory management,advanced knowledge of medical software. Database and Patients record management & running software updates. Maintained up-to-date knowledge of Patients' accounts, Run audits, Good understanding of medical software and claim process. Genuine desire to help and hence a very good listener and empathizer. Show less

IT Hardware Support | WSP | 2020• Hardware Installation & Setup, Cable Management, Record Inventory & Report Missing inventory.

Customer Service Representative/Retail | Coles Group | 2013-2019 • Served over 500 customers in 8 hours shift with a 99 % customer satisfaction rate while meeting sales targets. Worked unsupervised and in the team, responsible for stock rotation, and adhered company policies. • Received x2 gift voucher by the company for meeting company expectations and for extraordinary performance. Cash handling, bank reconciliation, stock delivery management. Helping customer and contractors

IT Intern | TMA Group of Companies Ltd | 2019• Backup and restore, Data recovery, User account creation & maintenance across IT infrastructure, Report and escalate unresolved issues to IT support, Remote Access support (VNC), Active Directory & Group Policy, Helpdesk Ticketing system(Spiceworks), Installing software and configuring I.T equipment

Appointment Setter/ Telemarketer | Fitness Center | 2016-2017 • Met sales target, cold calling, booked appointment for potential sales, Customer Service,Telemarketing, Teamwork, Customer contract management and setting up a direct debit, follow-up on customer inquiries and complaints, equipment maintenance, and log maintenance call for faulty equipment repair/replacement.

Cash Handling, till reconciliation & customer serviceStock Transfer & Delivery managementWH&S, Opening closing procedureCleaning and restockingStaff trainingRostering