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Shafiq Morani

Address: 14 Amys Grove, Donvale VIC 3111


Email: shafiqmorani@gmail.com
Mobile: 0430 231 786

Profile Summary

• Detail-oriented IT professional with 7+ years of indigenous experience in executing, installation and


troubleshooting of various Wintel client & server operating system, IT infrastructure based on virtualization,
vast experience in overall IT management functions, concepts & practices, also full hands-on with Active
Directory, SCCM, Office 365
• Proactive and organized with extensive exposure in identifying, tracking, managing & resolving escalated
issues, excellent skills in setup and configuring Android & iDevices for corporate emails using Airwatch, Mobile
Iron & GoodTM for enterprise. I have strong knowledge of managing queues using ITSM, ServiceNow & Altiris.
Keen to find a suitable position within an ambitious firm where I will be able to continue to increase my work
experience & develop my abilities.
• Strong analytical and problem-solving skills, with the ability to give well thought out suggestions and
feedback.
• Resourceful in completion of projects and effective at multi-tasking.
• Strong written and verbal communication skills in managing high level executives and various stakeholders.

Areas of Expertise

• AD | GPO | DNS | DHCP


• SCCM 2012
• SOE Development/ Maintenance
• Windows 10 | 8 | 7 | mac OS
• MDM | Airwatch | Mobile Iron | Good
• VMWare | Hyper-V | Azure | AWS
• Citrix Xenapp | XenDesktop
• MS Server 2012 | 2008
• Exchange | Office 365
• Desktop | Laptop | Mobile device
• Backup | EMC Networker
• ServiceNow | ITSM | Altiris
• Deployment / Migration
• Confluence

EXPERIENCE

Technical Specialist
GPC Asia Pacific, Melbourne, Australia May 2017 – Present

• Providing Level 2 and Level 3 support to end users and business stakeholders
• Taking escalations from helpdesk and desktop to resolve complex queries by providing resolutions
in a timely and effective manner
• Assisting senior management with their ICT issues on a priority basis
• Delivering remote assistance solution advice if and when required
• Providing technical inputs on various infrastructure improvement initiatives keeping continuous
improvement in mind.
• Packaging and deploying software & drivers using SCCM across network
• Maintaining issue register for defects identified during pilot phase
• Testing solutions designed to cater identified issues before deployment
• Worked on several projects as Technical resource
• Role also involves project discovery and establishing the measurable success criteria.
• Extracting reports using queries on various tools like SCCM and Service Now
• Coordinating the review of the project design
• Planning and organizing implementation of project activities by prioritizing critical aspects and clients.
• Validating the process by implementing the Proof of Concept Methodology
• Managing various in-house and third party stakeholders
• Ensuring daily updates are provided to Project manager on progress of the project
• Creating and updating documents detailing pre and post implementation of project and support
processes.
• Taking up additional responsibilities in absence of Project Manager

Projects

• Windows 10 deployment – (On-going)


• Upgrading Windows 7 x86 machines to Windows 7 x64 machines for around 400 users across ANZ region.
• Resolving conflicts on Symantec endpoint protection client after Meltdown / Spectre patch for Windows
• Rollout of New printers across all GPC retail outlets (approx.. 900 Printers)
• Replacement of Wyse terminals with new Acer Thin client devices with Windows 10 IOT operating system
(approx. 1200 devices).
• Converting all Serial docket printers & Cash drawers to LAN Serial Docket printers & Cash drawers (approx.
175 devices)
• Onboarding of Welch Autoparts Pty Ltd. to GPC Asia Pacific.
EUC Support Specialist
GPC Asia Pacific, Melbourne, Australia

• Deployment of new desktops, SOE and User Data across ANZ


• Provide prompt and accurate advice to users and stakeholders on the project.
• Take initiative in communicating to users to ensure preparations are completed before migrations.
• Make sound judgments and advise Project Manager on preparation activities, migration support and
testing.
• Provide technical support during pre and post migration for all user queries.
• Provide project communication and administration of the project activities, supporting the project with
practical logistical tasks such as scheduling and other high-level administrative requirements.
• Assisting Project Manager by providing reports generated from SCCM using WQL.
• Tracking post deployment incidents by maintaining logs to achieve efficient & timely resolution.
• Supporting Operating System Deployment (OSD) issues within Configuration Manager.

Desktop Support Specialist


Fujitsu, Melbourne, Australia Aug 2016 – Nov 2016

• Provides support for Fujitsu’s system management processes and tools


• Managed Virus updates, data backup and restore services
• Implementing small projects on a range of issues relating to systems, services and responsibilities assigned
to Fujitsu Services.
• Liaised with various stakeholders including senior management, Projects team and system analysts.
• Responsible for system monitoring processes and system access processes.
• Delivered desktop and application support, primarily through escalated Service Desk incidents or problem
records, to optimize ICT performance and facilitate business continuity.
• Accountable for Printer Systems and support.

Desktop Support Engineer


National Heart Foundation, Melbourne, Australia Apr 2015 – Jul 2016

• Supporting Operating System Deployment (OSD) issues within Configuration Manager.


• Administration & maintenance of primary SCCM 2012 server along with 6 distribution points.
• Delivered desktop and application support, primarily through escalated Service Desk incidents or problem
records, to optimize ICT performance and facilitate business continuity
• Administer Microsoft SCCM 2012 environment, including creating or editing security groups, application
deployments (collections, advertisements and task sequences), general troubleshooting, log analysis,
upgrade and recommendations on current infrastructure.
• Responsible for 2nd/3rd level desktop and application support within the Heart Foundation’s Windows
computing environment and wireless network
• Provided staff with training and other assistance as required
• Contributed to the upgrade and maintenance of the desktop Standard Operating Environment
• Managed the antivirus system and end point protection
• Maintained all system documentation in accordance Heart Foundation policies and procedures
• Liaised and work collaboratively with external services providers for various ICT requirements.
• Dealing with a wide range of geographically dispersed customers with varying levels of ICT knowledge
• Solely responsible for managing & maintaining Data Centre in Melbourne.
• Packaging & deploying licensed / Un-Licensed applications to the targeted user base using SCCM.
• Generating & providing reports to the IT Manager.
• Design and document Asset Intelligence, Software Inventory, and Hardware Inventory configuration for
SCCM 2012 implementation.

Projects
1.0 Desktop Migration – Citrix Client to Windows 8 Desktop

• Participated in the planning of the project as Technical Lead, providing useful insights on hardware &
software solutions.
• Lead team of 5-7 technical Specialists during Rollout of Desktops for more than 500 users in various
locations around Australia.
• Replacing Citrix Terminals & Windows 7 PC’s with new Windows 8 Desktops & tablets.
• Make sure all users had their profiles from Citrix to Windows.
• Deploying printers & other utilities to all the users via Group policies
• Working on escalated system issues during migration.

2.0 Deployment of Heart Foundation Applications using SCCM

• Solely responsible for deploying & packaging various Heart Foundation Tier1,2 & 3 applications.
• Completed Software packaging, testing & deployment of various applications including Adobe &
Microsoft.
• Providing SCCM reports of Desktop Environment as per the requirement.
• Create and test SCCM 2012 automated applications for SCCM 2012 deployment.
• Create & manage user & device based collections
• Designing Self-Service Application Catalog for deployment of applications.

DESKTOP SUPPORT
GDF SUEZ Energy International, Melbourne, Australia Sept 2014 – March 2015

• Assisted Help-Desk support officers by providing prompt resolutions to the escalated jobs.
• Helping in excess of 750 users located at multiple sites around Australia.
• Supporting in excess of 65 corporate applications spanning 3 operating systems.
• Troubleshooting, resolving and escalating client support issues as required.
• Managed telephone and email support queues and prioritizing support requests.
• Worked with a variety of clients both remotely and onsite.
• Worked on different projects as and when required.
• Supported desktop computers, LAN, PC hardware, printers & peripheral devices, mobile devices including
Blackberry, Android & iDevices.
• Provided support to users of Microsoft XP/7/8. Microsoft Server 2003/2008, Office Suite. Microsoft
Exchange & Outlook email client.
• Responsible for successful completion of daily, weekly & monthly backups.
• Building and maintaining relationships with in-house and external clients.
• Building computers and deploying OS / Applications using SCCM & Configuration manager.

Desktop / Migration Analyst


DuluxGroup, UXC Connect Feb 2012 – Aug 2014

• Provided level 1 & 2 support to more than 3000 staff.


• Primarily supporting Windows XP, Windows 7 & Windows 8 environment on Windows 2003/2008/2012
servers.
• Assisting users with BAU requests as well as handling & reporting major Priority1, 2 & 3 incidents
• Logged in tickets to the appropriate resolver groups in an ITIL environment using ServiceNow (call logging
system).
• Supported users with various queries including but not limited to Lotus Notes, SAP, SAP Printers, Juniper
VPN, Blackberry, iDevices & other mobile phones, Mobile broadband devices (Optus & Telstra), laptops,
desktops, Transformers (Lenovo Helix) WAN, LAN, printers & Multi-Functional Devices.
• Managed call queues & ticket queues under the strict SLA requirements.
• Provided remote assistance when required, to diagnose problems and assist users with their queries.
• Responsible for Knowledge Base Management.
• Training and coaching new starters.

Projects
1.0 Workstation Migration / Alesco Acquisition

• Part of migration team for Australia and New Zealand Windows XP to 7 Migration.
• Windows 7 and Windows 8 deployment.
• USMT backup and restore.
• Setting up desktops and laptops using light touch SOE build.
• Installation and set-up of Mobile Iron on iDevices.
• Application testing and documentation for SOE compatibility.
• Responsible for resolving escalated migration issues.

2.0 Lenovo Helix Rollout


• New Lenovo Helix business tablets were rolled out for marketing representatives
• Was second in-charge for the rollout carried out for Adelaide team.
• Testing, Installation & successful delivery of the helix devices with business application running on
Windows 8.1
• Liaised with Optus to ensure the 3G connections were provisioned for each device.
• Responsible for providing technical assistance during the training & orientation program for the Marketing
representatives.

Service Desk Analyst


ExegoGroup, UXC Connect May 2011 – Jan 2012

• Provided level 1 & 2 support to more than 400 Exego stores/staff located in Australia & New Zealand on a
Windows PC/LAN environment.
• Diagnosed a wide range of both software and hardware user problems.
• Assigned records & incidents accurately using FrontRange ITSM (Information Technology Service
Management)
• Coordinating with internal and external resolver groups to solve user queries.
• Recorded incidents and implementing required process
• Using remote desktop on Windows to resolve issues for Lotus-Notes client.
• Monitored open cases and also providing updates to users on the same.
• Recorded and updating tickets accurately in the ITSM
• Creating & maintaining User Accounts, Computers and Network printers using Active Directory.
• Imaging and building PC’s & laptops for users.
• Documenting Knowledge Base articles on incidents for future reference.
• Completed tasks in line with company service levels.

Projects
1.0 Workstation Migration – Dulux/Orica Demerger

• Part of migration team for more than 400 users from Orica domain to Dulux.
• Migration of Windows XP & Windows 7 PC’s to the new Dulux domain including user profile.
• Setting up printers, Lotus Notes client & configuration manager.
• Working on escalated system issues during migration.

EDUCATION

• Diploma in Computer Applications


• Microsoft Certified Technology Specialist
Administering and Deploying System Center 2012 Configuration Manager
• Microsoft Specialist
Windows 7 Configuration

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