Maruf Mosharraf

Experience

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  Orascom Telecom

  Oct 2006 - Dec 2012

  Network Support Engineer

  ● Supervise outdoor and indoor installation of Flexi BTS and MW, Integration of Nokia Flexi BTS● Perform acceptance tests including, but not limited to, the antenna and duplexer subsystem, testing which include (RL) Return Loss, (DTF) Distance To Fault.● Supervising DC wiring from power plant to fuse panel and from fuse panel to equipment, Work with DC Power systems, DC Battery strings, terminates AC Power● Test Transmission service from Node B to Flexi BTS for Integration● Simulating of alarm, DDF installation and E1 cross connection from Nokia Flexi BTS to MW, IBS (In Building Solution)Installation● Provide a report that all elements of the installation and integration work as well as actual test result and photographs and send daily to the Project Manager.● Preparing route wise graphical database & using mapinfo, google for emergency troubleshooting. ● Traffic analysis to reduce traffic outage during Optical Fibre activities (new splicing, modification or maintenance works etc.). Show less

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  ISGM/Service Stream

  Jun 2015 - Oct 2018

  NBN/Telstra Fault Technician

  ● High level of working experience in finding fault and providing solution for copper network● Setup a work site, do copper jointing, using a Line Tester 2 to find copper faults● Using JDSU3000 for copper faults distance, and modem sync● Finding foreign battery faults, open circuits, short circuits, high resistance, low insulation faults, anything that requires fixing in the copper network● Installation of 2/5 pair snap closure, phone sockets, repair 10/30 pair joints on regular basis● Build a new copper network path for a new customer● Changing faulty lead-in copper cable in customer premise● Jumpering and soldering in exchange, pillar● Surveying the customer site, the route and place to connect madison box, adequate spare lead-in in tap joint, enough space and cable in pit● Assurance and Activation of customer PSTN, ADSL and DATA service on copper● Identify and rectify copper fault at Telstra/NBN copper network as per job assignment● Termination of jumper in different CCUs from exchange to main copper cable and distribution copper cable● Run and hauling 10-100 pair copper cable from pit to pit● Making of 10-100 pair different types of copper joints (HSJ, Inline, Gel, Dexgreen, PVC)● Running copper jumper at exchange, MDF and Pillar● Install new and additional telephone socket at customer premises● Configure and connect customer modem and WIFI devices on copper● Install central filter, splitter at customer (house, office and business) premises● Work with supervisor on special projects as the need arises. ● Promote network with higher customer satisfaction Show less

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  SLB

  Nov 2018 - May 2019

  Helpdesk Support Officer

  ● Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.● Respond to queries either in person or over the phone.● Write training manuals.● Train computer users.● Maintain daily performance of computer systems.● Respond to email messages for customers seeking help.● Ask questions to determine nature of problem.● Walk customer through problem-solving process.● Install, modify, and repair computer hardware and software.● Clean up computers.● Run diagnostic programs to resolve problems.● Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.● Install computer peripherals for users.● Follow up with customers to ensure issue has been resolved.● Gain feedback from customers about computer usage.● Run reports to determine malfunctions that continue to occur.● Completed Large-Scale Audit, Documentation & Organisation of all IT Infrastructure & IT Assets across it’s Multiple Locations in Brisbane● Preformed Decommissioning of IT Assets.● Created & Updated User Documentation● Supervised and allocated tasks to Team Members during the Project. Show less

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  Energy Super

  May 2019 - Jun 2019

  Helpdesk Suport Officer

  ● Working closely with clients to help understand their issues, gather requirements and prepare and execute tasks to resolve or address their problems● Responsible for communicating with the clients as the primary point of contact for resolution of issues and tickets, prioritize, follow instructions and procedures, work independently and take direction from other staff and work as a team● Update and manage the inventory for printers, mobile devices and computers/laptops● Perform weekly technology maintenance checks for each meeting room● Research solutions to problems that are beyond current knowledge base and provide a solution with quality customer service● Handle initial evaluation and maintenance on all HP and Ricoh printers● Setup or move VOIP conference phones for meetings taking place in the building● Being an informative resource for both Windows and Macintosh OS, setup VPN● Provided Desktop Support in a Large Scale Enterprise Environment running a mixture of Windows 7/10 & MacOS Desktop & Mobility Computing Devices.● Deployed Windows 7/10 System Images to Multiple PC’s & Laptops● Deployed Software Packages & Updates via SCCM to Multiple PC’s & Laptops● Service Now Experience – used to complete my assigned IT Support Tickets● Network Troubleshooting & Support – Replacing Switches, Port Patching, Supporting Network Printers, VOIP Phones (Hard phone & Lync/Skype).● Organising RMA’s & Quotes for Out-of-Warranty Repairs with Major Suppliers● Delivered new replacement ICT hardware devices to Staff Show less

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  PSBA

  Aug 2019 - Sept 2021

  ICT Service Centre Analyst

  ● Log all help desk calls or email requests into BOSS incident tracking system ● Analyze and resolve incidents with a goal of 90% First Call Resolution● Support Microsoft Office, Windows OS from XP to Windows 10, Password Administration, Hardware Diagnostics, Data Network Fundamentals, Exchange and Active Directory Administration, and Network connectivity issues● Complete requests for password resets, printer, hardware diagnostics, and special desktop releases● Investigate causes, test solutions and put solutions in place to reduce calls● Proactively watch for trends that indicates potential problems, then eliminate them before a recurrence● Provide great customer service while managing and responding positively to all clients via phone or email● Promote a professional help desk image● Understand help desk priorities, objectives and take an active role in accomplishing all objectives● Setup mobile devices for end users ● Provide great support to different tenancies following respective processes as per KB and update KB as required● Following up major incidents with different teams and provide feedback to end users as necessary● Deploy Software Packages & Updates via SCCM to Multiple PC’s & Laptops Show less

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  Department of State Development and Infrastructure

  Sept 2021 - Jul 2022

  Technical Support Officer
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  Department of State Development and Infrastructure

  Dec 2022 - Apr 2024

  • Senior Technical Support Officer

    Jun 2022 - Apr 2024

  • ICT Customer Service Manager

    Dec 2022 - May 2023
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  Crown Law Queensland

  Apr 2024 - now

  Senior Technology Officer

  • Co-ordinate and lead the IT support services of the Crown Law Helpdesk and provide responsive, client focused desktop, application and technology support to staff.• Act as an escalation point in the team for complex technical issues and undertake analysisand advanced troubleshooting to investigate, diagnose and resolve problems.• Proactively perform systems administration tasks including device management, servermaintenance and performance monitoring.• Undertake the installation, configuration and testing of new software and configurationchanges and assist with deployment processes.• Consult and communicate with Crown Law staff on technology issues, includingrequirements, system changes and problem identification.• Liaise, negotiate and collaborate with stakeholders, including internal DJAG IT Services andexternal technology suppliers.• Support the Manager, Business Systems with the implementation of IT projects in CrownLaw, taking responsibility as a technical lead and contributing to project work as directed.• Deliver IT services in adherence with relevant policies and procedures, ensuring compliancewith security and quality assurance requirements and with a focus on industry best practices.• Supervise Technology Officers to deliver outcomes, including:- Prioritisation, allocation and scheduling of work tasks;- Rostering of staff to ensure client service standards are continuously met;- Mentoring and skills development.• Contribute to a highly performing team, including the development of standards andprocedures, knowledge sharing, collaborating with others, and encouraging teamdevelopment activities.• Identify new and continuous improvement opportunities that support Crown Law’s values and contribute to business objectives.• Demonstrate commitment to self-development and participate in professional developmentactivities. Show less