Mohammad Ahmad Email & Phone Number

• Provide Technical Support to customers regarding devices, softwares and applications• Windows, Android & iOS device management and support via Intune and SCCM• Troubleshooting of customer issues relating Win 10, O365, Apps, Wi-Fi, VPN, emails, OneDrive etc.• Deployment, configuration and support for Office 365 applications i.e. Teams, Outlook, Word etc• Tenant support via Exchange Online, SharePoint, Azure, Command Line tool etc• Performing windows image management via WDS, Driver Update & Task Sequence configuration.• Ensuring customer satisfaction by meeting SLA’s and maintaining good NPS Score• Acting as first point of contact for customers & partners regarding IT Support related issues• Strong adherence to company’s Quality and Security policies and practices

Melbourne, Victoria, Australia

• Managing end-to-end hardware refresh project for 300+ Window devices.• Performing windows image management via WDS, Driver Update & Task Sequence configuration.• Maintenance of SOE via AD, AAD, GPO’s, CSP’s, task sequence, drivers, applications & policies.• Build, configure & distribute applications packages through SCCM & Intune.• User and Group management via AD and AAD.• Configuring O365, SharePoint, OneDrive, Teams for user onboarding and collaboration.• Backup management for servers via Veeam.• Implement policies & configs to secure applications, infrastructure, networks and endpoints.• Liaison with Internal teams & stake holders regarding SOE changes & application life-cycle mgt.• Manage service requests, incidents, escalations, alerts, security monitoring & analytics.• Security Patching, Software Updates, Windows Servicing & System Monitoring via SCCM & Intune.

Melbourne, Victoria, Australia

• Providing level 1-2, IT desktop support for BAU helpdesk functions & assigned projects.• Managing and deploying Office 365 services via Exchange, Teams, SharePoint, OneDrive etc.• Windows 10 device management via compliance policies, configs, security base lines & CA profiles.• Providing prompt & courteous IT support services to end users, and resolving issues relating Windows 10, Office 365, Desktop Applications, Wi-Fi, VPN, browsers, emails & OneDrive. • Office 365 cloud migration project assistance, to internal teams & stakeholders • Managing user accounts, permissions, and access-controls via AAD, AD & privilege management • Troubleshooting client’s software and hardware problems via email, calls & remote assistance. • Collaborating with cross-functional teams to resolve complex technical issues

Melbourne, Victoria, Australia

• Demonstration of broad range of advanced technical skills in trouble-shooting software & hardware issues. • Installation & support for office & site computers, networks, A/V equipment, phones, printers & video conferencing tools. • Closely working with IT Leadership team in designing, testing & deploying IT standards and policies• Configuration & management of Windows, Androids and iOS devices through SCCM & Intune,• In-depth system’s administration using AD, Azure AD, GPO’s, O365 and PowerShell scripting. • Server Back-up management through Veeam. • Supporting network infrastructure, including switches, routers and firewalls.

Melbourne, Victoria, Australia

• Resolving technical issues for customer regarding Windows, iOS & Android devices• Deployment, provisioning & management of Operating Systems & Application Softwares on all platforms & form-factors including desktops, laptops, tablets, mobile phones etc.• Managing MS Office productivity and communication technologies (e.g., MS Office/Teams etc).• Good understanding of concepts like Active Directory, DNS, DHCP, WAN, LAN, VPN technologies• Working within an ICT Service Desk environment including liaising with clients using a variety of technologies and support tools, including Windows 10, Office 365 and Active Directory• Maintaining SLAs towards customer service as per company policy & regulations• Achieving KPIs while adhering to defined service delivery standards

Australia

• Provide Technical Support to customers regarding devices, softwares and applications• Remote troubleshooting of customer issues via Quick Assist, Team Viewer, RDP etc.• Ticket handling via Zendesk, Salesforce or Service Now for case creation, documentation of findings, issue resolution, event escalation & incident management utilizing ITIL principles• Calling customers via Avaya VOIP/PBX. Email communication via MS Outlook/Boxer Apps• Troubleshooting of Windows O.S, Microsoft Server and Network related issues• Good understanding of concepts like Active Directory, DNS, DHCP, WAN, LAN, VPN technologies.• Managing & Monitoring of network incidents, infrastructure alerts & outages, through SolarWinds• Documentation & escalation of major incidents, and generating corresponding incident reports• Monitoring and Troubleshooting AWS Cloud alerts via CMS for cloud hosted environments• Work and liaise closely with other team members and cross functional teams• Assisting Technical Account Manager to address issues relating large accounts • Ensuring customer satisfaction by meeting SLA’s and maintaining good NPS Score• Acting as first point of contact for customers & partners regarding IT Support related issues• Strong adherence to company’s Quality and Security policies and practices