Shahab D.

Experience

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  Rowshan Sanaat

  Jun 2005 - Mar 2010

  Network Administrator and IT Support Technician

  • Serviced and Maintained computer systems. Tasks included system inspection, system testing (e.g. running scandisk and defragmenting hard drives), keeping antivirus programs up to date and maintaining security (e.g. firewall protection).• Designed, installed and maintained Local Area Networks. Tasks included configuring switch/routers, installing network interface and configuring end user devices for connectivity. • Identified, troubleshoot, and analyzed computer related issues. Determined appropriate course of action, and conducted repairs, modifications, and upgraded internal components and peripherals as needed.• Documented IT hardware and software specifications for record keeping. • Designed and Developed company website Show less

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  Diplomat Co.

  Apr 2010 - Mar 2013

  IT Support Technician

  • Developed SOE standards for hardware, software and peripheral systems.• Performed Server Administration (windows 2003/2008).• Managed Active Directory administration which included creating user groups and profiles.• Setup up and Implemented IT infrastructure and PC peripherals for new branches and offices. • Worked in small team to roll out Windows 7 to approximately 100 computers. Was also responsible for identifying non compatible PCs/Laptops for Windows 7and have them upgraded prior to roll out. • Post migration support and fault logging • Provided support to internal users primarily through Remote Management Administration which included identifying, troubleshooting, and analyzing network and computer related issues.• Identified appropriate course of action, and conducted repairs, modifications, and upgraded internal components and peripherals as needed. • Supported and installed HP, Canon and Samsung printers, scanners and faxes.• Implemented organization wide PC training and development program Show less

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  Kordia Solutions

  Dec 2013 - Jun 2014

  Windows Migration Rollout and Desktop Support Technician

  Involved in IBM/Westpac windows 7 rollout project and IBM/ANZ branch Server Refresh project.Responsibilities: • Complete pre-deployment floor walks to confirm user readiness, special access requirements and previously unidentified software or hardware dependencies.• Migrate user's PC from existing OS to Windows 7, including installation of required applications.• Day to day support and issue resolution of all Windows (Xp and 7), Ms Office, Lotus Notes, Network and printers.• Providing 1st to 3rd level support and resolution to software and hardware issues across Windows7/ XP, Office 2010, Exchange, Active Directory, in-house applications, PC’s, Laptops, mobile devices, printers, etc.• Setting up, maintaining and troubleshooting hardware equipment. • Performing user account administration maintaining appropriate user access in the various systems and software.• Logging all requests in the Helpdesk system and maintain accurate notes on status, resolutions and escalations Show less

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  St Augustine's College - Sydney

  Jun 2014 - Mar 2018

  • Coordinating daily processes and procedures to address ICT requests from staff, students and parents• Leading and supporting the Helpdesk staff to achieving performance targets and goals.• Supervising the Help Desk staff including management of their work priorities and roster• Managing the College ticketing system including the allocation of tickets to team members, ensuring on high-level communication and ticket prioritization.• Monitoring and escalation of network and systems• Analysing service delivery performance metrics and drafted reports• Coordinating the College’s asset management system, including accuracy in the provisioning of all ICT equipment• Provide escalated support for technical issues from the Helpdesk team. • Improving ICT Knowledge Base and directing customers to use it• Oversee and managing image deployment mechanisms including Quest (formerly Dell KBOX 2100), Jamf Pro (Casper) and Deploy Studio Show less Responsibilities: Develop Windows and Apple OSx images and reimage computers (KBOX 2000 and Deploy Studio)• Log calls in the helpdesk software and take appropriate action to ensure a satisfactory response with acceptable time frames (KBOX 1100)• Install, test and maintain a variety of PCs, peripherals, software systems within local area network (Windows 7/8, MS Office 2013, Apple OSx)• Troubleshooting and resolution of IT issues• Perform diagnostic tests, replace hardware or software as required Show less

  • ICT Helpdesk Coordinator and Senior Desktop Analyst

    Dec 2015 - Mar 2018

  • IT Helpdesk Support Officer – Level 1/2

    Jun 2014 - Dec 2015
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  St Aloysius'​ College, Milsons Point

  Apr 2018 - Apr 2022

  ICT Service Desk Team Leader

  • Leading and supporting the ServiceDesk staff to achieve performance targets and goals.• Provide Level 2 and level 3 technical support to 200+ staff and 1250+ students.• Provide escalated support for technical issues from the Helpdesk team. • Developing and managing image deployment mechanisms including SCCM and Jamf Pro.• Managing students’ BYO devices using JAMF Pro and Intune including • 500+ iPads (iOS) • 500+ MacBooks (macOS). • 250+ Windows 10&11.• Lead engineer of Exchange Online (O365) mailbox migration.• Lead engineer of Local Shared Drives to SharePoint online migration.• Managing 1000+ teams on MS TeamsAchievements:• Built a new helpdesk team with a customer service culture.• Built friendships between the IT team and other departments. • Completed major changes with users satisfaction including: o On-Premise to Exchange Online mailbox migration. o Shared drives to SharePoint Online migration. o Face to Face teaching to MS Teams virtual classes. Show less

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  Quantium

  Apr 2022 - now

  Senior IT Support Engineer

  • Part of a team supporting more than 1200 users in 10 offices around the globe.• Handling escalations from IT Support Engineers.• Administration and configuration of EUC back-end core services such as Microsoft Active Directory, Azur AD, Intune, SCCM and Jamf.• Supporting varying technologies such as DNS, DHCP, Exchange, O365, Antivirus, SCCM, Intune, JAMF, EUC security and group policies.• Managing EUC Devices o 1200 Windows laptops. o 200 macOS. o 350 Citrix VDI.• Managing OS and Software update.• Monitoring vulnerabilities using Nessus Tenable.• Patching vulnerabilities during the SLA.• Managing and maintaining 120+ meeting rooms (Zoom app on Poly/Crestron codec).Achievements: Implemented 3rd party software patching management tool (Automox). Implemented Assets and Inventory management system. Improved and enhanced SOE Deployment (SCCM and Intune). Improved and enhanced macOS deployment and management (Jamf). Show less