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• Provide advice to stakeholders, managers and others about the Department’s standard ICT technologies and services to assist their decisions about effective use of available equipment

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 • Provide remote support to work from home clients via Any Desk and Team Viewer

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)• Utilize Inventory Data management software to maintain inventory accuracy and workflow• Contribute to large scale global projects as needed• Install and configure various operating systems on laptops, workstation’s, mobile’s and tablet’s and other software i.e. Windows 10, iOS, Chrome OS and Linux

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%