Mohammed A. Email & Phone Number

Auckland, Nz

Auckland, New Zealand

With a focus on Mobile devices support (MDM+MAM) Microsoft Endpoint Ecosystem:- Provided initial contact and troubleshooting for common issues, ensuring high first-call resolution rates. - Developed strong communication skills to engage with customers and resolve complaints. - Managed and troubleshooted various technologies, including Windows, macOS, Microsoft 365, and mobile device management. - Ensured compliance with service level agreements and escalated issues as needed. - Investigated recurring issues to prevent future occurrences and collaborated with Tier 1 agents for continuous improvement. - Assisted in training and mentoring Tier 1 agents. Core Systems and Knowledge: Advanced Microsoft 365 management (Intune, Defender, Azure, Exchange, SharePoint) Azure fundamentals Lookout threat management Active Directory and Entra ID Intermediate network troubleshooting and basic configurations of Cisco networking equipment Understanding Android Enterprise, Apple DEP, Windows Autopilot, and Samsung Knox Deployment and management of macOS in enterprise environments Enhanced skills in Google Workspace administration and integration

Auckland, New Zealand

- Carry out desktop and laptop software installations/upgrades, including staging and imaging.- Offer break-fix services.- Provide 1st or 2nd deskside support services for troubleshooting and resolving hardware, software, and network-related issues for end-users.- Deliver 1st or 2nd-level help desk support to end-users.- Perform LAN and internet-related tasks.- Manage bench repairs and remedial maintenance.- Coordinate with 3rd party IT vendors when necessary.- Maintain IT asset inventory as needed.

New Plymouth, Taranaki, New Zealand

- Worked with Ignite’s MSP clients, where we utilised various ticketing systems, providing Level-2 IT support and being an escalation point to level-1 Technicians, to achieve SLA’s.- Troubleshoot issues related to networks, operating systems, hardware, and software.- Proficiency in projects, including Windows Server Patching and Active Directory Management.- Hands-on experience with Gallagher Security systems for ensuring robust security measures- Documented and maintained accurate records of client issues, resolutions, and work performed.- Quick learner; Ability to adapt to any clients needs, with most OS and software in mind.

New Plymouth, Taranaki, New Zealand

- Offering ICT support both on-site and remotely to four schools located in Taranaki- Proficiency in computer hardware, printers, and peripheral devices- Recording, resolving, and escalating on-site and off-site issues- Specialization in VMware for virtualization solutions and Ruckus for networking infrastructure- Aiding in the implementation of new hardware and software to ensure minimal disruption to end-users- Working with vendors to procure replacement components and address complex issues- Delivering outstanding customer service by resolving numerous helpdesk tickets within specified timeframes- Quickly acquiring and adapting to new technology and software applications

New Plymouth, Taranaki, New Zealand

- Provided comprehensive IT support and administration for the company, including managing computer systems, networks, and peripherals.- Assisted with the setup and maintenance of laptops, smartphones, and other electronic devices, ensuring optimal performance and connectivity.- Managed and configured Wi-Fi networks to ensure reliable and secure internet access for the business.- Developed and maintained the company's website, ensuring it was up-to-date and functional.- Provided technical support for software applications, troubleshooting issues, and ensuring smooth operation.- Assisted with cybersecurity measures, including implementing security protocols and monitoring for potential threats.- Coordinated and managed internal and external events, ensuring all technical requirements were met.- Offered personalized IT support to the business owner, including phone setup, email configuration, and other technology-related tasks.

Auckland, New Zealand

Bachelor Of Information Technology, Information Technology

Certificate Of Foundation Studies, College/University Preparatory And Advanced High School/Secondary Diploma Program, A