Umer Khan Email & Phone Number

Penrith, New South Wales, Australia

• Provide ICT customer support to over 70 NSW Schools. Diagnose and resolve ICT incidents and issues via remote-support tools, telephone and on-site support
• Ensure tickets (incidents, requests and changes) are resolved within the SLAs defines timeframes
• Implement networking concepts such as DNS, IP Addressing, Network Staging, DHCP Reservations/Scope
• Install/Support and configure servers, wireless access points, printers, switches and routers and troubleshoot as required
• Provide and maintain ICT support services in accordance with the Department’s standards, policies and operating procedures and agreed service levels
• Provide operational technical advice to NSW public schools and departmental offices in accordance with the Department’s standardised ICT technologies, policies and operating procedures

16 Harbord St, Granville NSW 2142

• Effectively managing and following up resolutions of outstanding calls escalated to other support teams and 3rd party vendors to ensure continuous service delivery
• Maintained data backups to ensure data availability and recovery at all times
• Coordinated with accounts and finance department for timely invoicing
• Communicating with users via telephone and email and helping them out with their queries
• Maintaining the company computer systems, installing and configuring hardware and software
• Applying a logical, methodical, analytic approach to identify and resolve software, hardware and network problems

Sydney, Australia

• Perform inventory and asset management, conference room preventative maintenance, and e-recycling
• Support a complex and fast paced environment focused on video conference rooms with outstanding attention to customer satisfaction
• Deploy and recover laptop and desktop images
• Perform customer support for over 70,000 users worldwide from IT accessory to workstation dressing
• Ensure tickets (incidents, requests and changes) are resolved within the SLAs defines timeframes
• Use ticketing systems (Camp, Guts) to report individual work accomplishments and to track Service Level Agreements (SLAs)

Sydney, Australia

• Provide onsite/remote support to companies’ clients for various IT related issues – on average 20 clients per week
• Administer Active Directory (AD) Domains, creating/modifying user accounts, security groups and distribution lists
• Effectively managing and following up resolutions of outstanding calls escalated to other support teams and 3rd party vendors to ensure continuous service delivery
• Install and configure various operating systems and other software's i.e. Windows OS, Microsoft Office products, Chrome OS
• Troubleshoot hardware problems, and set up PCs, laptops and POS for clients
• Set up android online ordering printers in stores – 30 stores in total

Master Of It, Network And System Administration/Administrator

Bachelor'S Degree, Electrical, Electronic And Communications Engineering Technology/Technician, 70%