Mostafa Tamim Mahmud Email & Phone Number

Melbourne, Victoria, Australia

• Provide level 2 application support to business users for internal systems. • Provide support in project delivery with different in-house applications of high business impact.• Maintain accurate resolution history and incident information within Cleanaway systems (mainly ServiceNow).• Maintain user security, review and audit security role assignments, and update or reassign access requests for ERP systems (JD Edwards and Dynamics Navision) ensuring SLAs are managed and met.• Review and/or provide recommendations around requested ERP system enhancements, ensuring that they align with business processes, whilst ensuring minimal customisation• Gather requirements from end users, liaise with internal development teams and vendor developers for new feature development• Perform manual testing and conduct UAT with end-users for new features. • Ensure change management procedure is followed for new deployments.• Participate in End user training for new application and processes.

Melbourne, Victoria, Australia

• Create training documentation and business rules as required - create business process maps, knowledge articles in Zendesk and SharePoint.• Gather and document requirements from stakeholders from AHRIs departments and end users related to IT processes. Research and propose new solutions or changes in the systems including but not limited to Azure Cloud, cloud calling, CRM and endpoint management.• Analyse current systems and procedures to find problems and document proposals for improvements based on best practise and relevance to AHRI.• Ensure change management methodologies are followed for the implementation or changes to new systems like Customer Relationship Management System (CRM) Microsoft Dynamics 365, Microsoft Security and Compliance Centre, endpoint management among others and changeover from existing legacy systems like MailGuard and IMIS.• Apply project management methodologies to ensure timely and on budget completion of projects. Plan and communicate with users about project impacts, downtime, or service interruptions.• Support in budgeting for IT and ongoing costs including licenses and service renewals.• Responsible for planning, designing, testing, and implementing business systems in Microsoft Azure and on-premises environment, and networking systems. Ensure thorough testing and quality assurance before deployment of services.• Conducting formal training sessions for usage of AHRI systems to enhance business systems productivity.

Melbourne, Victoria, Australia

• Provided level 1 and level 2 IT support to Victorian State government users and resolved generalist operational issues to a high standard within service level targets.• Provided remote support in a fast-paced environment and received high volumes of calls (25-30 per day) to support users.• Maintain accurate resolution history and incident information within CeniTex systems(mainly ServiceNow).• Used Active Directory and in-built Identity Provisioning systems to support users.• Provided level 1 and level 2 support for office365 applications – teams, outlook, shared mailbox access, word, excel, etc.• Perform operational and project activities within CenITex ITIL-based service management guidelines and CenITex security policies and standards.

Australia

• Prepare Build room: Connect switch, Power sockets, LAN cables, phone access, monitor, keyboard, mouse, etc. • Work on building and pre-built computers for the transformation of users' devices and dispatch them to the user’s location/office.• Assist users in data migration from Windows 7 devices to Windows 10 devices.• Assisted users in Outlook client profile creation and backing up PST files.• Maintain business continuity post-migration, by ensuring the working status of all business applications and resolve any application issues due to compatibility.• Perform all on-site duties and relay information to other IT groups if escalation is required.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

- Provided level 1 and level 2 IT support to internal users via ACD telephony when experiencing problems with applications, hardware or network issues.- Used AD and SCCM to provide support the requests and issues faced by users regarding applications, file servers or operating system.- Logging and resolving incident and task tickets via ServiceNow ticket management system.- Managing computers, mobiles and other hardware assets through asset management system.- Assisting in implementation and maintenance of standards set by the global IT management board and as directed by the IT Services manager.- Strive to meet all Client SLAs ' Customer Satisfaction Goals.- Ensure up to date documentation of processes and troubleshooting method's to help the global IT team and contributing to the Knowledge Base.- Liasing with vendors who provide services such as mobile connection, hardware support and repair services.

Melbourne, Victoria, Australia

- Conduct drop-in sessions for students on a weekly basis.- Provide quality academic assistance to students regarding certain courses.

Melbourne, Victoria, Australia

- Assisted the teaching staff in maintaining a positive room dynamic and supported the teaching staffs in conducting workshop activities and complete administrative tasks.- Used my my existing skills and experiences to help develop students' study skills, and assisted them occassionally in maths and other STEM disciplines

Melbourne, Australia

- Interact and provide guidance to new and prospective students.- Continuosly work to improve student experience as RMIT representatives.

- Worked on projects that involved auditing, upgrading to thin clients, laptops, and setting up the workstation for employees. - Managed all on-site and off-site installation, repair, maintenance, and test tasks.- Maintained updated knowledge of all equipment, products, and services to properly educate customers.- Assisted users in data migration during deployment projects.- Followed all company guidelines regarding safety procedures when out in the field.- Collected customer signatures once installations and repairs were finished, to complete the process.- Worked on the field with different companies (etc. Australian Unity, Suncorp) and provided installation support to various schools and companies.