Rafathullah Khan Mohammed Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Provide remote and onsite support for IT issues related to software, hardware, network, server, desktop and laptops including mobile devices.• Part of ongoing business projects related to streamlining IT infrastructure security and establishment of VPN setup between different offices.• Worked on a project in restructuring network shared folder permissions.• Asset management of all IT equipments.• Azure AD administration of user accounts and devices.• Sophos Endpoint administration and email quarantine checks.• Active Directory and Exchange server administration.• User account management including starters, leavers and security access to company’s network.• Server maintenance support.• Co-ordinating with vendors related to infrastructure support.• Avaya Telephony support.• Managing network folder access/permissions.• Office 365 support.• Printer configuration.• Application support related to claims (Figtree and SMART).• Setting up accounts for all NSW Council members for website access.

Sydney, New South Wales, Australia

• Level 1 & 2 support for 530 schools across Sydney Ultimo Operations Directorate.• Provide remote and onsite support for IT issues related to software, hardware, network, server, desktop and laptops including BYOD devices.• Diagnose and resolve IT incidents and service requests via Remedy helpdesk incident management system.• Deploy, configure and support Dell, Lenovo and HP desktops, laptops, Chromebooks, HP & Fuji Xerox printers, Aruba WAPs, HP ProCurve switches and handheld devices.• PXE Network Boot and standalone deployment of Windows 7/8.1/10, applications and updates via System Center Configuration Manager tools – Universal Desktop Manager and et4L fleet management systems. • Escalate critical issues to ICT Team Leaders and Level 3 DoE technical support teams.• Working in Digital Field Services team.• Responding and acknowledging incidents raised by NSW public schools and providing on-site support for IT related issues.• Standardising Network infrastructure at schools.• Configuring wireless access.• Installing Switches and troubleshooting connection issues leading to patching on the switches• Setting up Wireless Access Point (WAP) at schools and managing the required firmware of the devices.• Remote assisting users based on the hardware/software issues related to school laptops/iPads/chromebooks• Identifying and resolving network loop.• Building new machines with Department of Education standard image through network server on single or multiple machines simultaneously.• Installing and configuring network printers at schools.• Setting up fleet devices as per department of education standard.

Sydney, New South Wales, Australia

• Working on Active Directory, Exchange, RSA, & varieties of project based applications.• Creation of shared network folders, AD groups and granting required permissions for users.• Ensure access is granted in accordance with the Logical Access Control policy, established standards and procedures and performed regular User Access Reviews on quarterly basis.• Creation, modification and termination of user ID using AD and Identity & Access Management Tools. Managing user lifecycle management and systems administration.• Creating Resource Mailboxes and managing permissions.• Creating Distribution lists as per requirement and managing them.• Creating Cloud mailbox account for users.• Executing group management, Deploying special access to restricted areas of the network and granting staff appropriate security access according to their job role.• Responsible for keeping up to date with policy and process developments, sharing experience with the team to increase their knowledge, skill and competence within the role.• IT security administration & enforcement and administering access rights management.• Microsoft Exchange administration.• Identify process issues/opportunities for improvement and discuss with the Team Manager to ensure efficient ways of working.• Responsible for the overall success of the operations and ensured the tasks are completed on time and within Service Level Agreement (SLA) and are aligned with the business' strategies.• Review customer security policy change requirements and organize and advise on the impact in delivering/implementing the requested change.• Anticipate problems and analyse ways to mitigate the risk(s).

• Assisted in administration and maintenance of the Identity and Access Management (IAM) solution infrastructure.• Creation, modification and termination of user ID using AD and Identity & Access Management Tools. Managing user lifecycle management and systems administration.• Working on Active Directory, Exchange, RSA, & varieties of project based applications.• Creation of folders, AD groups and granting required permissions for users.• Ensure access is granted in accordance with the Logical Access Control policy, established standards and procedures and performed regular User Access Reviews on quarterly basis.• Responsible for the overall success of the operations and ensured the tasks are completed on time and within Service Level Agreement (SLA) and are aligned with the business' strategies.• Reviewed customer security policy change requirements and organize and advise on the impact in delivering/implementing the requested change.• Anticipate problems and analyze ways to mitigate the risk(s).• Certified in ITIL Foundation Framework which helped to work on Incidents, Service Requests, Change and Problem.• Well versed with Identity management tools.• Performed compliance audits and help the organization meets its quality standards and performance goals.• Good hands on experience with access management over MS Lync 2010, Active Directory, Microsoft Exchange Management 2008.• Facilitated business calls for high severity incidents.• Facilitated the creation and maintenance of workflows for Identity and Access Management.• Key Project Involvement:o Restructure internal Service Line: Various service line/department had to realign their internal structure which results in change in access controls on shared/network drive permissions and re-provision access to all users based on business requirements.o Also setting up criteria based groups for email communications.

Hyderabad Area, India

Directory Services Maintaining and troubleshooting Microsoft Windows Servers (2003,2008,2008 R2) Troubleshooting Domain Controllers and DNS issues. Setting up Active directory as per Microsoft Best practices. Configuring/Troubleshooting Group policies as per client requirement.  Setting Group Policies using Group Policy Preferences in windows 2008, Setting up Group policies at site/domain level for max user restrictions.  Troubleshooting FRS, Replication, FSMO related events and Disaster Recovery. Recovering client/site from technical disaster situation on Active directory. Deep level analysis of events generated for Application, System, Security, Directory Services, DNS and FRS. Troubleshooting logon/authentication issues, Kerberos issues and fixing all problems with respect to Active Directory. Design and implement projects based on customer’s requirement.Messaging :  Creating and maintaing Mailboxes for users. Assigning and managing mailbox limits on user mailboxes Creating Resource Mailboxes and managing permissions Creating Distribution lists as per requirement and managing them Creating Cloud mailbox account for usersSCCM :  Deployement of software packages on computersCitrix and VPN :  Creating and managing users secure accounts to access through VPNTechnical Support Managing mission critical systems and delivery of services with SLA. Provide training to new batches at L2 and L3 level on Windows Operating systems. Handle escalations and create knowledge base for those issues for future references.

Hyderabad Area, India

Technical Support Troubleshooting and resolving hardware problems related to Dell Desktops and Portables including Printers. Functional problem with the computers would also be dealt with (problems relating to hardware and software). Supporting and updating the versions of latest Dell software and technological upgrades.Roles and Responsibilities Mentoring the team in Technical and Company Policies aspects.  Managing the day–to-day tasks  Analyzing and reporting of the day to day process related data. Provide feedback of weekly performance to the Team Manager Mentoring new hires about the process and SLA Ensure SLAs are met

Hyderabad Area, India

Technical Support Troubleshooting and resolving concerns related to connections for AT&T and Verizon.  Resolving problems related to the modems and routers for fast speed Ethernet and Wireless internet connections