Manzoor Murshed Email & Phone Number

Australia

Manage ICT and supervise staff to enable the implementation of corporate ICT priorities, solutions andservices;• Prepare ICT-related plans, budget, set priorities and performance indicators as well as year-endassessments, reviews and reporting;• Safeguard the physical and logical security and safety of ICT environment and infrastructure;• Provide quality assurance of projects and activities by ICT functional accountabilities• Monitor risks and threats to ICT environment… Show more Manage ICT and supervise staff to enable the implementation of corporate ICT priorities, solutions andservices;• Prepare ICT-related plans, budget, set priorities and performance indicators as well as year-endassessments, reviews and reporting;• Safeguard the physical and logical security and safety of ICT environment and infrastructure;• Provide quality assurance of projects and activities by ICT functional accountabilities• Monitor risks and threats to ICT environment or infrastructure and take appropriate action;• Manage ICT-related communication materials internally, from other councils.• Support the office business continuity plans development and ensure the inclusion of ICT inputs andperspective• Act as Brimbank focal point for inter-council activities; Show less

Australia

Managing a team of five IT support personnel by defining and establishing schedules.Gathered and analyzed metrics to benchmark the service desk workload/performance. Worked with service desk staff to promote excellent customer service, effective response times and provide.Consulting with the Management to analyze computer system needs for the Management Information and functional operations, to determine scope and priorities of projects, and to discuss system capacity and equipment… Show more Managing a team of five IT support personnel by defining and establishing schedules.Gathered and analyzed metrics to benchmark the service desk workload/performance. Worked with service desk staff to promote excellent customer service, effective response times and provide.Consulting with the Management to analyze computer system needs for the Management Information and functional operations, to determine scope and priorities of projects, and to discuss system capacity and equipment acquisitions.Recommending and developing the plans for systems development and operations, hardware and software purchases, budget, and staffing.Managing the development, implementation, installation, and operation of information and functional systems for the organization.Negotiating and contracting with consultants, technical personnel, and vendors for services and products.Analyzing technical proposals and price quotes of information technology and telecommunication equipment provided by the technology vendors.Reviewed any/all third-party software programs requested for workstations, identified proper licensure, and provided installation support. Show less

Melbourne, Australia

Resolved complex technical issues that arose on the client computers using troubleshooting.Effectively made recommendations to IT users on the selection of hardware and software.Successfully administered user accounts, Exchange mailboxes, and security and distribution list.Installed and maintained Windows and desktop OS, service packs, patches, and anti-virus updates.Managed assets inventory and deployed desktop images to end users.Responsible for patching 450+ windows… Show more Resolved complex technical issues that arose on the client computers using troubleshooting.Effectively made recommendations to IT users on the selection of hardware and software.Successfully administered user accounts, Exchange mailboxes, and security and distribution list.Installed and maintained Windows and desktop OS, service packs, patches, and anti-virus updates.Managed assets inventory and deployed desktop images to end users.Responsible for patching 450+ windows workstations using ManageEngine endpoint Server. Ensured all headspace workstations and servers are patched and updated every month.Responsible for managing and configuring all kinds of Mobile devices including IPADs, iPhones using JAMF Software.Partnered with Tier III help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in the trouble ticket system and followed up diligently to ensure swift resolutions.Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections, and more.To be proactive in the avoidance of repetitive incidents through publishing “how to’s” and “tips” to users on a regular basis and ensuring that the knowledge base in Zendesk is kept up to date at all times.Responsible for providing 1st Level support for Dynamic CRM and SharePoint Online for all headspace users.Key Achievements:• Windows 10 Rollout; Lead the windows 10 roll out project and successfully updated 450+ headspace desktop/laptop to windows 10• Implementation JAMF Pro Server; Lead the project by configuring the JAMF pro cloud server and configured organization’s 200+ IPhones/IPads in the JAMF server.Desktop Central Implementation: implemented Desktop central unified endpoint management system which helped to manage headspace’s servers, laptops, and desktops from a central location Show less

Melbourne, Australia

• Providing IT support to 6000+ users in Australia Southern Territory (Victoria, Tasmania, Western Australia), New Zealand, Fiji & Tonga Territory with 90% first attempt success rate and solving all hardware and software related incidents, formulate clear effective and timely solutions for business outcomes with accurate documentation.• Responsible for resolving the helpdesk issues to ensure swift resolution of end user service requests. Update helpdesk calls with appropriate journal… Show more • Providing IT support to 6000+ users in Australia Southern Territory (Victoria, Tasmania, Western Australia), New Zealand, Fiji & Tonga Territory with 90% first attempt success rate and solving all hardware and software related incidents, formulate clear effective and timely solutions for business outcomes with accurate documentation.• Responsible for resolving the helpdesk issues to ensure swift resolution of end user service requests. Update helpdesk calls with appropriate journal entries of activities and closed service calls with resolution entered upon completion of the job. • Provided daily technical support for Microsoft office 2016 apps, network connectivity, telecommunications, peripheral equipment, and system maintenance. • Provided efficient technical support over the phone, maintaining presentable phone demeanour, courteousness, and creativity. Also earned solid reputation for providing punctual and conscientious face to face customer service.• In-depth knowledge of configuring branded and non-branded desktop hardware, IPADs, laser printers, laptops, mobile phones and tablets.• Actively involved in installation and integration of various communication equipment which includes Cisco Unified IP Phone 7942G, Cisco IP Phone - Unified Endpoint 9951, and AV equipment. • Responsible for managing and configuring all kind of Mobile devices including IPADs, IPHONES, Samsung tabs via MDM software. Show less

Victoria, Australia

Providing technical support to 2000+ AMES employees ensuring the user information and incidents are clearly understood, properly recorded and prioritised. Extensively utilized SYSAID Service Manager Software to record and track issues and manage escalation of service calls to 3rd level support teams. Frequently created user accounts and managed folders in Active directory, Exchange 2007/2010 and Citrix Xendesktop. Resolved improperly configured settings in AD. Extensive experience in multiple… Show more Providing technical support to 2000+ AMES employees ensuring the user information and incidents are clearly understood, properly recorded and prioritised. Extensively utilized SYSAID Service Manager Software to record and track issues and manage escalation of service calls to 3rd level support teams. Frequently created user accounts and managed folders in Active directory, Exchange 2007/2010 and Citrix Xendesktop. Resolved improperly configured settings in AD. Extensive experience in multiple operating environments including Windows 7 and windows 10. Responsible for update security patches of all AMES workstations using SCCM 2012.Closely monitored Symantec Endpoint server and provided report to the IT Manager in a daily basis. Responsible for all kind of IT asset management and distribution of AMES Australia. Managed update and smooth operation of IT system and backups, providing 1st / 2nd Level IT support with 90% first attempt success rate.Key Achievements:  Set IT Standard Support Procedures; discovered lack of any formal processes and guidelines to govern technical support following commencement with organisation. With assistance of fellow employees, developed Standard Support Procedures manual for AMES IT department that has been improved AMES Data & IT operations significantly. Set IT asset management system: Introduced SySAid asset management system to keep accurate tracking of AMES IT peripherals. Show less

Began tenure as ICT Assistant and was then promoted to senior ICT Assistant due to ability to offer comprehensive help desk support and technical solutions to internal operations. Provided technical support to UNICEF employees, ensuring the user information and service calls were clearly understood, properly logged and prioritised. Monitored daily call queue and incidents to ensure that all incidents and requests were addressed within agreed SLAs.Took the lead on installing several new pieces… Show more Began tenure as ICT Assistant and was then promoted to senior ICT Assistant due to ability to offer comprehensive help desk support and technical solutions to internal operations. Provided technical support to UNICEF employees, ensuring the user information and service calls were clearly understood, properly logged and prioritised. Monitored daily call queue and incidents to ensure that all incidents and requests were addressed within agreed SLAs.Took the lead on installing several new pieces of hardware including desktops, laptops, IPADs, Digital Senders Multi-Functional devices (MFDs), HP plotters, Blackberries as a part of a technology refresh project of UNICEF Bangladesh Office.Diagnosed and resolved hardware/software connectivity issues of desktops and laptops.Assisted IT Manager with extensive tasks including backups, file server management and print management Actively involved in installation and integration of various communication equipment which includes Cisco Unified IP Phone 7942G, Cisco IP Phone - Unified Endpoint 9951, Polycom HDX7000 video conferencing unit, Polycom Sound Station IP5000 (SIP) conference phone and AV equipment.Key Achievements:  Provided training on Microsoft office 2010; provided training on Microsoft office 2010 for all users of UNICEF Bangladesh office and reduced yearly training cost allocated for the outsourced training purpose by 30%. Improved Technological Operations for UNICEF; Upgraded OS on all UNICEF desktops and laptops from windows XP to windows 7 within 20 days, providing enhanced IT abilities for all employees. Show less

Bangladesh

Core member of IT department, providing primary support in SAP to the USAID Finance Department. Performed daily checks and technological tools and set up and maintained records for daily operation audits. Led and coordinated migration to Windows Server 2003 with IRM as part of technology refresh project.Key Achievements: Offered Extensive Internal IT Support; stayed overnight at office to accommodate for eleven hour time difference between Dhaka and Washington to assist Finance… Show more Core member of IT department, providing primary support in SAP to the USAID Finance Department. Performed daily checks and technological tools and set up and maintained records for daily operation audits. Led and coordinated migration to Windows Server 2003 with IRM as part of technology refresh project.Key Achievements: Offered Extensive Internal IT Support; stayed overnight at office to accommodate for eleven hour time difference between Dhaka and Washington to assist Finance Department with year-end submissions. Provided Critical IT Services in Aftermath of Cyclone; visited regional areas to set up technological systems and equipment for USAID staff.  Trained & Supported Staff; lead installation and coaching on new hardware such as Polycom Video Conferencing systems, HP Digital Senders and Multi-Functional Printer/Scanner/Copier units.  Led Extensive Office Relocation; completed IT equipment move of 52 offices in seven days through strict coordination and dedication to task, receiving official acknowledgement for efforts.  Led to numerous IT procurements; Completed $200,000 IT procurement prior to leave USAID, which includes researching complex configuration, ensuring applications are permitted in USAID network and being fiscally responsible with the selection of products. Show less

Brussels Area, Belgium

Only IT Officer for the EU in Bangladesh, providing first line IT support to users including Desktop Setup and Software Installation, first line SAP support, training on Microsoft products and coordination with Telenor Netherlands team in the installation of VSAT link with the headquarters in Brussels.Key Achievements: Rewired Entire Building; to resolve substandard local area network connection, identified and installed new CAT-6 cable throughout facility with a team of three… Show more Only IT Officer for the EU in Bangladesh, providing first line IT support to users including Desktop Setup and Software Installation, first line SAP support, training on Microsoft products and coordination with Telenor Netherlands team in the installation of VSAT link with the headquarters in Brussels.Key Achievements: Rewired Entire Building; to resolve substandard local area network connection, identified and installed new CAT-6 cable throughout facility with a team of three.  Upgraded Entire System; transitioned from NT 4.0 to Windows 2003 Active Directory as well as upgrading exchange 5.5 to 2003 version.  Ensured System Security; reapplied patches to automate security updates or manually updated equipment on a daily basis. Show less