Ferdaus Rahman Email & Phone Number

Sydney, New South Wales, Australia

• Providing technical support to end users via phone, email and in-person.• Troubleshooting computer hardware and network devices, as well as replacing and upgrading parts.• Creating tickets on ticket tracking software and closing as per Service Level Agreement.• Configuring and troubleshooting user accounts and permissions on Microsoft Office365 and Active Directory.• Managing Microsoft Azure, Azure AD, and supporting Hybrid infrastructure environments.• Onboarding users… Show more • Providing technical support to end users via phone, email and in-person.• Troubleshooting computer hardware and network devices, as well as replacing and upgrading parts.• Creating tickets on ticket tracking software and closing as per Service Level Agreement.• Configuring and troubleshooting user accounts and permissions on Microsoft Office365 and Active Directory.• Managing Microsoft Azure, Azure AD, and supporting Hybrid infrastructure environments.• Onboarding users, managing security groups, and configuring required access.• Setting up and supporting cloud accounts, MS Exchange, SharePoint, and AWS.• Configuring and troubleshooting various printers, scanners and multi-function devices.• Monitoring backups, ensuring data integrity and timely recovery.• Implementing and supporting VPN solutions for secure remote access for users.• Administering VMware and Hyper-V virtualization environments, optimizing resource allocation.• Preparing network documentation and knowledge base. Show less

Darwin City, Northern Territory, Australia

• Serve as the first point of contact for clients seeking assistance with technical issues, ensuring timely and effective resolution of inquiries and issues across a diverse client base.• Provide remote and on-site troubleshooting support, utilizing diagnostic tools and effective questioning techniques to identify root causes of technical issues.• Resolve technical issues related to Network, Telephony, Unified Communications, and Cloud systems, ensuring accurate and efficient… Show more • Serve as the first point of contact for clients seeking assistance with technical issues, ensuring timely and effective resolution of inquiries and issues across a diverse client base.• Provide remote and on-site troubleshooting support, utilizing diagnostic tools and effective questioning techniques to identify root causes of technical issues.• Resolve technical issues related to Network, Telephony, Unified Communications, and Cloud systems, ensuring accurate and efficient problem-solving based on customer needs.• Walk clients through problem-solving processes, offering clear, step-by-step guidance and ensuring a positive customer experience.• Escalate unresolved issues to higher-level support teams, ensuring proper follow-up to resolution and customer satisfaction.• Accurately log events, problems, and resolutions in the ticketing system, ensuring proper documentation and transparency.• Follow up with customers to update status and gather feedback, ensuring the continuity of service and providing insights to improve customer service.• Maintain and improve internal knowledge base by contributing to updates and troubleshooting guides.• Assist with the imaging and setup of new equipment, including laptops, phones, and other hardware, ensuring smooth onboarding for new devices.• Manage identity and access management (IAM) services, ensuring appropriate access rights and security protocols are followed.• Collaborate with hardware vendors for warranty repairs, ensuring the timely return and functionality of faulty equipment.• Actively identify and suggest process improvements to enhance team efficiency and service quality.• Demonstrate strong communication skills, both written and verbal, when articulating technical issues and solutions to clients and internal teams. Show less

Sydney, New South Wales, Australia

• Provided general administrative support to the department, including managing correspondence, scheduling appointments, and maintaining records.• Assisted in the preparation of reports, presentations, and documentation for meetings.• Managed patient appointments and ensured timely scheduling for consultations, tests, and follow-ups.• Handled patient inquiries and provided information about services, procedures, and protocols.• Assisted in data entry and management for clinical… Show more • Provided general administrative support to the department, including managing correspondence, scheduling appointments, and maintaining records.• Assisted in the preparation of reports, presentations, and documentation for meetings.• Managed patient appointments and ensured timely scheduling for consultations, tests, and follow-ups.• Handled patient inquiries and provided information about services, procedures, and protocols.• Assisted in data entry and management for clinical audits and quality improvement initiatives.• Facilitated communication within the team and across departments. Show less

Sydney, New South Wales, Australia

• Responded to technical issues and requests relating to desktop support in a timely manner and maintained customer satisfaction• Took over 50 calls a day regarding troubleshooting of different software issues• Successfully managed wide range of level 1 IT support requests from users and customers, received via phone and email• Resolved prioritised incidents and documented all customer support request for users• Configured hardware and software to set up new workstations for… Show more • Responded to technical issues and requests relating to desktop support in a timely manner and maintained customer satisfaction• Took over 50 calls a day regarding troubleshooting of different software issues• Successfully managed wide range of level 1 IT support requests from users and customers, received via phone and email• Resolved prioritised incidents and documented all customer support request for users• Configured hardware and software to set up new workstations for employees Show less

Bachelor'S Degree, Computer Programming, Specific Applications, A

Activities and Societies: Love learning and keep myself updated with latest technology. Also love programing, participating in online.

Bachelor'S Degree, Computer/Information Technology Administration And Management

Activities and Societies: Major in Application Development

Bsc In Software Engineering