15/8 President Ave.

 Kogarah, NSW 2217

M O H I B B U R (M O ) R A H M A N home: 02 9588 4894  cell: 04 3303 0027
me_raju@hotmail.com

Profile
3 years of progressive local Information Technology experience on multi-tier
Desktop Support including network and hardware support, application support,
client requirement analysis, business & system requirements gathering and
documentation, draft project proposals etc. Backed by 2 and half years of
International IT experience emphasising on Corporate sales and Relational
Database Management System.

Key Expertise
Technical
 Intense experience in multi-tier Desktop Support
 Active Directory, Exchange, System Backup, System Deployment, Outlook, Remote
Desktop Protocol, VNC
 Microsoft Office package including Outlook.
 Hardware devices installation, monitor, maintenance including MFU, Printers, Modem,
Router, Switch, Hubs, Etc.
 Experience using Helpdesk CRM system.
 LAN/WAN support and maintenance.

Managerial
 Time Management
 Job Priorities
 Multitasking
 Skilled in conducting client needs.
 Client Relationship Management
 Top-notch People Skill.

Skills
Technical
 Platforms: MS-DOS, Windows 9.X, NT, 2K, XP, Win Small Business Server, Win Server 03,
Linux Mint/Ubuntu.
 System Security: Symantec, Norton, McAfee, etc.
 Backup tools: Symantec Live State Recovery, NT Backup.
 Email Client: Outlook, Lotus, Eudora.
 Customer Relationship Management (CRM) system : Cerberus
 Imaging tools: Acronis True Image, Drive Image XML.
 Databases: MS-Access.
 Languages: Basic, PASCAL.
 Web Design: MS-FrontPage, Dreamweaver.
Others
 Immediate Response to Service Desk requests and resolving problems within agreed SLA.
 Deploy Software and OS changes using Remote Desktop Management Tools.
 Develop and update support documents as required.
 Document all activities within the Request Management System in a timely manner.
 Excellent written and verbal communication skills.
 Customer-focused on delivering to business needs on time.
Miscellaneous
 Quick learner, self-starter, and extremely motivated.
 Reputation for dedicated team player.
 Ability to work multiple cross-functional projects/functions simultaneously.
 Ability to work under pressure and extended hours.
Work Experience
IT Consultant
Mar 09– Current
TechAnts Solutions Pty Ltd, Rockdale, NSW.
On contract basis helping TechAnts Solutions Pty Ltd to develop a VoIP call origination
establishment which will connect multiple sites in a cost effective manner. This project is at RnD
stage.
Job Duty:
 Project analysis and feasibility study
 Communicating with vendors regarding Hardware.
 Project budgeting
Field Support Engineer (Desktop)
May 07–Jan 09
Micro Response Pty. Ltd. South Melbourne, VIC
As a Field Support Engineer provided resolution of break fix involving OS, Application and related
hardware equipments, on desktops, LAN, WAN, varied locations across NSW.
Job Duty:
 Monitor, identify and troubleshoot Desktop/Server/Network related faults and Issues.
 Monitor and perform on/offsite System backup management.
 Troubleshoot hardware and software problems onsite/remotely.
 Monitor and perform application maintenance, patch update.
 Provide support to end users on a variety of IT issues.
 Respond to telephone calls, emails and personnel requests for technical support.
 Completion of call documentation and referring calls to appropriate points of escalation as
required.
 Manages the relationship with outside software and hardware vendors.
 Network connectivity issue resolution.
 Based on clients’ or business system requirement, system analysis and draft project
proposal.

Support Analyst Jan 06–

Apr 07
TechAnts Solutions, Rockdale, NSW
As a key member of the IT Support team was responsible for completing trouble tickets and
working towards a speedy and accurate resolution to issues.
Job Duty:
 Answering technical support telephone calls.
 Troubleshooting hardware and software problems remotely.
 Troubleshoot network connectivity issues.
 Completion of call documentation and referring calls to appropriate points of escalation as
required.
 Identify, research and resolve technical problems.
 Hardware/Software installation and maintenance.
Department Manager
Oct 02– Nov 05
Coles Supermarket, Castlecrag.
After starting as a casual checkout staff, was soon assigned as In-charge and than Department
manager due to hard work and dedication. As a department manager held full responsibility for
all departmental activities including all administrative activities, staff supervision & training, high
level customer service, inventory & stock management, sales monitoring, waste & promotional
activities, negotiation with merchandisers etc.
Selected Accomplishments:
 As a department in-charge helped the team to increase sales by 23%.
 Helped to reduce departmental waste by 9%.
 Twice awarded as “Employee of the Month” for outstanding performance
 Designated as a Department in-charge with in first 2 years of joining the company as a
part time checkout staff.
Support Executive
Mar 00– Jan 02
Centre for Hi-tech Information Processing (CHIP) Bangladesh.
Being a key team member of that team, initial focus was to introduce the company to the
corporate arena and build a strong rapport followed by a strategic Sales plan. As a Corporate
Business Executive actual mission was to maintain coherence with the client management for
unremitting future opportunities.
Selected Accomplishments:
 Initial accomplishment was achieved securing the position of the company in the IT
industry by acquiring about 12% of market share in the first year.
 Three major corporate clients were handled simultaneously along with two other clients.
 Organized and carried out numerous meeting with different client organization for
business development.
 Took part in many Market Research and company Survey to study and understand
business strategy, market trend.
Database Developer
Jul 99– Feb 00
Bangladesh Silk Foundation
After starting as an intern due to performances and commitments was appointed as a Database
Developer and help the organization to develop a first Quality Control Database. The database
was developed using Ms Access to ensure and maintain the quality of the product and services
and was used by the top level management of the organization. End User training and client
support were also provided.
Selected Accomplishments:
 Worked independently and unsupervised through the whole project.
 Successfully accomplished the job with in the time frame.
 Organized and carried out End User Training sessions.

Education
Masters of Information Technology
2002-2004
University of Western Sydney, NSW. Australia
Bachelor of Science (Business informatics)
1996-2000
Independent University Bangladesh, Bangladesh

Professional Certification
Microsoft
Microsoft Certified Desktop Support Technician (MCDST)
Microsoft Certified System Administrator (MCSA 2003) (…on process)
CompTia
A+ IT Technician