Namis Mohamed Ibrahim Email & Phone Number

Melbourne, Vic, Au

Melbourne

Melbourne, Victoria, Australia

Manage ServiceNow Tickets: Efficiently handling and resolving incidents and service requests using the ServiceNow ticketing system.Citrix Remote Desktop Support: Providing remote desktop support through Citrix, troubleshooting and resolving user issues.Microsoft Suite Support: Assisting users with Microsoft applications, including Teams, Outlook, and Office 365 suite.Admin Center Management: Administering user accounts and permissions via Active Directory, Exchange Admin Center, Teams Admin Center, M365 Admin Center, Intune Admin Center, and Azure Admin.User Onboarding & Offboarding: Conducting user onboarding and offboarding processes, ensuring proper access and compliance.Application Access Requests: Processing and fulfilling application access requests and provisioning licenses.Installation and Configuration: Installing and configuring software applications and hardware devices as needed.Troubleshooting: Diagnosing and resolving software and hardware issues, providing effective solutions to users.Provisioning and Maintenance: Provisioning and maintaining user accounts and system resources, ensuring seamless operation and security.Documentation: Maintaining accurate documentation of support activities, configurations, and procedures.Ticket Escalation: Monitoring and reporting on tickets nearing SLA breaches, taking proactive steps to ensure timely resolution.Complex Issue Resolution: Handling complicated tickets and collaborate with Level 2 (L2) teams for resolution.Knowledge Management: Updating and maintaining Knowledge Articles to ensure current and accurate information for the support team.

Australia

Melbourne, Victoria, Australia

• Established and organised retail store infrastructures where innovative Retail IT concepts can be integrated quickly and efficiently.• Provided outstanding customer service and received 90-100% in customer service feedback surveys.• Developed training programs and provided technical service to Self-checkout end users.• Developed and executed action plans to determine the problems in IT equipment, developed resolutions and implemented in a timely manner.

Melbourne, Victoria, Australia

• Verified Customers profile using authentication methods (Low & High-risk and SMS authentication methods) • Reviewed and explained account charges and payment plans. • Lodged transaction disputes for customers who are victims of fraud & identity theft.

Fiji - Http://Www.Manubhaiindustries.Com.Fj/

- Managed Polyurethane Foam research projects and conducted laboratory Trials for memory foams.- Streamlined process optimization by building simulations using MATLAB.- Used Aspen HYSYS to simulate long running processes for foam manufacturing in Long Running machine and optimised the working parameters. - Routinely performed inspections of the box foam machine and long running machine and issued recommendations to operators and maintenance crew - Lead the HAZOP studies and PFMEA analysis and organised company-wide efforts to maintain working knowledge and promote quality assurance in compliance with ISO 9001 and ISO 14001 requirements.- Developed a new formula for memory foam production and increased Flexible Polyurethane foam business by 15%.

Sri Lanka - Http://Www.Lankaioc.Com/

- Developed and executed a marine lubricant sales and customers coverage plan to achieve agreed upon sales volume goals and sales growth targets. - Liaised with clients/prospects' internal design engineers and business development teams and initiated technical testing and product optimisation proposals for specific customer projects and to support the needs of customers and new business opportunities. - Worked closely with company's senior executives, industry partners and internal engineering personnel to ensure the smooth operation of the local business development activities. - Coordinated with Plant Factory Manager and Laboratory Chemist to develop performance data, solve customers’ formulating problems and provide technical assistance to customers. - Performed all internal and external audits for reconciliation of warehouse stocks and supervised the efficient working of all external agents such as marine bunker brokers and freight forwarders using SAP ERP.- Compiled and kept financial records and monthly reports pertaining to such matters as cash receipts, expenditures, accounts payable and receivable, and profits and losses. - Received recognition for introducing Marine Lubricants into Sri Lankan Market and constantly exceeding Monthly Sales target by 10% for 9 months.

Certificate Iv, Cyber Security, Competent

Relevant Subjects: Cyber Networking, Scripting, Manage & Implement IT Security Infrastructure, Penetration Testing, Data Analysis &.

Master Of Engineering (M.Eng.), Environmental Engineering, Distinction

Bachelor Of Technology (B.Tech.), Chemical Engineering, First Class