Ameer Hamza
Canberra-Act
Summary
Dynamic IT Support Officer with proven expertise at Viva Leisure LTD, adept at resolving complex technical issues and enhancing system performance. Skilled in Microsoft Server and effective communication, I excel in delivering high-quality support and training, ensuring user satisfaction and operational efficiency in fast-paced environments.
Overview
3
3
years of professional experience
Work History
IT Support Officer
Viva Leisure LTD
Canberra-sydney
01.2024 - Current
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Maintained inventory of all technology assets within the organization's network infrastructure.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Monitored and responded quickly to requests received through the IT help desk ticketing system.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Resolved escalated customer inquiries via telephone or remote access tools.
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Performed maintenance and upgrades to existing computer systems as needed.
- Evaluated system performance metrics to identify areas of improvement or optimization.
- Trained end users on proper usage of installed applications and systems.
- Recommended system enhancements and upgrades to support evolving business needs.
Desktop Support Officer
Centorrino Technologies Pty Ltd
10.2022 - 01.2024
- Installing, configuring, and maintaining desktop computers, laptops, printers, and other peripherals.
- Troubleshooting hardware and software issues and resolving them in a timely manner.
- Assisting users with the installation and configuration of applications and software updates.
- Maintaining and updating inventory records of all hardware and software assets.
- Providing end-user training and support for various computer applications and systems.
- Coordinating with vendors and suppliers for the procurement of hardware and software products.
- Configuring and managing security systems, such as firewalls, anti-virus software, and access controls.
- Responding to user requests for technical support via phone, email, and in-person interactions.
- Escalating complex technical issues to higher-level support teams, as necessary.
- Participating in the planning and implementation of new technology projects and upgrades.
- Keeping up-to-date with the latest technology trends and advancements in the industry.
- Documenting technical solutions and procedures for future reference.
- Providing on-call support outside of regular business hours, as required.
Service Desk Technician
Emerging IT
Melbourne
01.2022 - 07.2022
- Exposed to different aspects of business including Managed Services, Service Desk, Onsite Support, Workshop, Marketing and our Technicians on Demand
- Monitoring and maintaining various types of services and infrastructure such as on-prem/cloud/hybrid environments
- Ensure that all tickets, time entries, email and correspondence have the attention to detail
- Installing, configuring and testing pathology specific hardware and software applications.
- Active directory management. (User accounts, Security Groups, Group Policies etc.)
- Providing prompt IT support in accordance with operational requirements and SLA's.
- Resolution and ownership of technical issues escalated by the national level 1 IT Service desk
- Providing support for server, desktops, Laptops, switches, printers, scanners and more.
- Liaising with internal and external stakeholders to resolve IT issues.
- Imaging major brand laptops like DELL, HP, Lenovo and PC's and high end workstations and performing repairs.
- Processing hardware procurement requests and liaising with vendors and suppliers.
- Microsoft: Server, SQL, Active Directory experience/understanding.
- Remote Desktop: Terminal Server, Citrix experience/understanding.
- Virtualisation: VMWare, Hyper V experience/understanding.
- Cloud: Office 365, Azure, SharePoint, AWS experience/understanding.
- Firewall & Security: Cisco, Sophos experience and understanding.
- Email/Messaging: Exchange, Google Mail, Office 365, Teams experience/understanding.
- RMM: Kaseya VSA experience and understanding.
- PSA: ConnectWise Manage experience and understanding.
- Working with Children's check.
Education
Bachelors of Information Technology - Computer Networking
Victorian Institute of Technology
Melbourne01.2020
Diploma of Information Technology - Computer Networking
Victorian Institute of Technology
Melbourne01.2018
Certificate IV in Information Technology -
Victorian Institute of Technology
01.2017
Skills
- ITIL v4 Foundation
- Written communication
- Verbal communication
- Microsoft Server
- Microsoft SQL
- Microsoft Active Directory
- Remote Desktop
- Terminal Server
- Citrix
- Virtualisation
- VMWare
- Hyper V
- Cloud
- Office 365
- Azure
- SharePoint
- AWS
- Firewall & Security
- Cisco
- Sophos
- Email/Messaging
- Exchange
- Google Mail
- Teams
- RMM
- Kaseya VSA
- PSA
- ConnectWise Manage
- Working with Children's check
- Asset management
- System configuration
- Network troubleshooting
- Incident resolution
- Remote support
- Effective communication
- Problem solving
- Incident management
References
Happy to provide on request
Timeline
IT Support Officer
Viva Leisure LTD
01.2024 - Current
Desktop Support Officer
Centorrino Technologies Pty Ltd
10.2022 - 01.2024
Service Desk Technician
Emerging IT
01.2022 - 07.2022
Bachelors of Information Technology - Computer Networking
Victorian Institute of Technology
Diploma of Information Technology - Computer Networking
Victorian Institute of Technology
Certificate IV in Information Technology -
Victorian Institute of Technology
Similar Profiles
Lachlan WeiLachlan Wei
Pool Lifeguard at Viva LeisurePool Lifeguard at Viva Leisure
Becky PillidgeBecky Pillidge
People And Culture Advisor at Viva LeisurePeople And Culture Advisor at Viva Leisure
Chathumi Samodya Andarawas Patabendi De Vas GunawardanaChathumi Samodya Andarawas Patabendi De Vas Gunawardana
Swimming Teacher at Aligned Leisure - Casey LeisureSwimming Teacher at Aligned Leisure - Casey Leisure
Malelegaaletoelau AfamasagaMalelegaaletoelau Afamasaga
Disability Support Worker at GREENLEAF DISABILITY SERVICEDisability Support Worker at GREENLEAF DISABILITY SERVICE
Minkyu KimMinkyu Kim
Head chef at Cafe2617Head chef at Cafe2617