The document provides a summary and career history for Nick Nauman, an IT support engineer with over 15 years of experience in various roles including helpdesk support, desktop support, network administration, and web design. Nauman has worked for several large Australian companies and has qualifications including Microsoft and Cisco certifications as well as IT diplomas. His career history demonstrates experience in tasks such as troubleshooting hardware and software issues, imaging and deploying desktops, managing active directory and exchange, and virtualization.

1. Nick Nauman
3a Ash Court, Glenroy VIC 3046
ah.nauman@hotmail.com
0412 230 510
Summary
Support Engineer with an advanced understanding of the ITIL framework for business IT service management
backed by half a decade of professional service in a broad domain of businesses from medium to large enterprise
level establishments throughout. Job skills gained throughout the career history include but not limited to the
following:
 Helpdesk Ticketing, Security, Policy Adherence, KPI  Liaison Tasks
 Policy and System Documentation  Disaster Management
 Service Improvement Research  Task Delegation
 Knowledge Distribution  Imaging & Deployment of Client OS
 Active Directory Management  Server Commissioning & Decommissioning
 Virtualization (VMWare & Microsoft)  Exchange Configuring & Provisioning
 Web Domain Management  Windows Client Configuration
 Remote Support  Network Monitoring & Management
 Virus & Malware Prevention (End Point)  Update Testing and Patching
Career History
Toll Group – GIS, Service Desk Operator– Melbourne, Victoria
Part time position in one of the biggest logistics operator within Australia and Asia pacific
as a SDO - Service Desk Operator level 1. A first point of contact for Toll express, Toll
priority, Toll IPEC, Toll connect, Toll NQX, Toll Works, Toll directory and many more
sections involving support ticket management, troubleshooting, escalation, investigation
and reporting.
Technical work involved includes:
May 2015 – Present
Contract
 Log calls/jobs on the helpdesk database utilizing helpdesk software (SM7, SM9). Calls/jobs may be received
by telephone, email or in person
 Allocating work orders to directly BU-Business Unit employed maintenance team and/or supply chain.
 Ensure tasks are completed in line with the SLA’s/KPI’s
 Tracking job progress against pre-determined KPI’s including maximum allowable response and
rectification times and implementing escalation procedures.
 Report back to clients, staff and users on job progress and close out.
 Total visibility into the job lifecycle
 Job re-assignment
 Providing answers from a knowledge base
 Searching for previous solutions to an incident
 Diagnose and resolve technical hardware and software issues
 Research questions using available information resources

2. AGL Energy, Helpdesk Support Level 1– Adelaide, South Australia
Casual position in one of the leading energy seller in Australia as Helpdesk Support
level 1.
Duties included but not limited to:
Sep 2014 - Oct 2014
Contract
 Offer level 1 support for hardware, software and computer network problems as submitted to the
Helpdesk Ticketing system, support calls, Emails and support via Remote connection.
 Assist with the maintenance ad operation of approx. 150 - 200 workstations.
 Assist in computer related duties and projects as needed.
 Offer level 1 technical support of IP phone system.
 Advise user on appropriate action
 Follow standard help desk procedures
 Log all help desk interactions
 Administer help desk software
 Redirect problems to correct resource
 Identify and escalate situations requiring urgent attention
 Track and route problems and requests and document resolutions
 Prepare activity reports
 Inform management of recurring problems
 Stay current with system information, changes and updates
Electrolux, Helpdesk Support Level 1/2– Adelaide, South Australia
Casual position in a managed service provider environment involving 1/2 level support
with tasks involving support ticket management, Face to face troubleshooting, escalation,
investigation and reporting.
Technical work involved includes:
Jan 2015 – Feb 2015
Contract
 Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for
assistance from users experiencing problems with hardware, software, networking, and other computer-
related technologies.
 Handles problem recognition, research, isolation, resolution and follow-up for routine user problems.
 Logs and tracks all calls using ticket tracking system BMC Remedy.
 Assists in software and hardware upgrades and new installations.
 Install personal computers, software, and peripheral equipment
 Assists in spyware, virus removal, data backup, and disaster recovery.
 Enters pertinent resolution information and procedures into knowledge base.
 Train users on software and hardware on-site, as required.
 Proving 1st/2nd level network support.
 Documents procedures as required.
 House software License update.
 Maintain moderate level of proficiency in software and applications supported by IT.
 Assists in miscellaneous tasks as needed.

3.  Offer technical support to customer sites in support of the Customer Service and Sales teams.
 Support and Configure Wireless 4G/3G Technology/Components as it relates to customer connectivity.
 Develop user guidelines and documentation with policies and procedures.
 Track all issues and enter tickets into the Helpdesk ticket system.
 Track company IT assets and document any changes in Asset database.
 Review and approve network configuration forms in SAP.
 Replacing old systems with new ones with installation of client workstations and assigned
applications.
 Imaging new/old systems for Windows 7/8/8.1 as per requirement
 Follow up with customers to ensure issue has been resolved.
 Properly escalate unresolved queries to the next level of support
 Track, route and redirect problems to correct resources
 Ensure proper recording, documentation and closure
GFX COMPUTERS & DESIGNS– Melbourne
IT Technician/Web Designer
Feb 2014 – Aug 2014
Contract
 Computer system repairs
 Hardware assembling / dissembling
 Installation / Uninstallation Operating systems
 Installing hardware (printers. Scanners, gaming pads, monitors)
 Data Backup / Restore
 Graphic / Web designing consultation
RMIT UNIVERSITY– Melbourne
Network Support Engineer
Jan 2014 – Jan 2014
Contract
 Provide assistance in evaluating, diagnosing, isolating, and repairing faults and issues in the network.
 Assist with network outage recovery efforts. Develop work-around to problems, where possible.
 Document symptoms and solutions to issues by creating and/or contributing technical content to
 Trouble tickets and/or post-mortem reports.
 Solutions to network issues.
 Analyse the details of failures to determine root cause(s)
 Write and execute operational tests to ensure that planned changes to the network and new
 Functionality are operationally ready and supportable.
TRANSPORT ACCIDENT COMMISSION– Melbourne
Desktop Rollout Engineer
Windows 7 Deployment in a corporate environment including:
Dec2013 – Dec 2013
Contract
 Windows 7 Desktop deployment
 Application support
 Desktop application and Operating System support
 Installing, configuring and supporting windows and office applications

4.  Installing and configuring servers, data migration
 System building and operating system image setup
COMMONWEALTH BANK OF AUSTRALIA– Melbourne
ICT Junior Support Officer
Nov 2014
Contract
 Configuration, deployment and maintenance of end user devices
 End user hardware and application support
 Windows desktop support
 Support securing networks and end user devices
 Helping with the day to day running of a large corporate network
 Support for main corporate applications
 Understanding of mobile phone and VOIP phone systems
 Maintenance of Back up systems and network support
 Understanding of servers
 Creating and maintaining technical procedure documentation
MINDWORKS PTY LTD– Melbourne
Desktop Rollout Engineer
Nov 2013
Contract
 Installation of operating systems and application software on platforms based on client requirements
 Perform file backup and restore operations on platforms in accordance with client instructions
 Installation of a single local or network printer to original device, as a result of hardware or software
failure.
 Rebuild PCs as a result of hardware or software failure, including the restoration of image and user
data, where available.
 Restore data to the swapped Desktop from the central Server storage.
 Perform Documentation and compliance procedures
 Tagging replacement assets
UXC CONNECT PTY LTD– Melbourne
Desktop Rollout Engineer
Oct 2013
Contract
 Transfer of user data and settings from old computer to new computer
 Monitor and action alerts for hardware and software problems
 Physical movement of assets
 Unplug and plug in assets to preconfigured ports
 Testing of moved assets for connection to network
 Installation of standard software and operations systems following documented instructions relatingto
PC and laptop assets
 Deploying Windows thin clients
 Escalate unresolved problems to client nominated escalation points / support teams
 Maintain records of changes performed

5. SANDVIK AUSTRALIA PTY LTD– Melbourne
Desktop Rollout Engineer
Windows 7 Deployment in a corporate environment including:
Sep 2013
Contract
 Windows 7 Desktop deployment
 Application support
 Desktop application and Operating System support
 Installing, configuring and supporting windows and office applications
 Installing and configuring servers, data migration
 System building and operating system image setup
GFX COMPUTERS & DESIGNS– Melbourne
IT Technician/Web Designer
Sep 2012 – July 2013
Contract
 Computer system repairs
 Hardware assembling / dissembling
 Installation / Uninstallation Operating systems
 Installing hardware (printers. Scanners, gaming pads, monitors)
 Data Backup / Restore
 Graphic / Web designing consultation
ANGLES & LINES COMPUTERS– Melbourne
IT Support Technician
Parttime position involving setting up, troubleshooting, warranty maintenance for
new and purchased laptops and desktops. Technical tasks involved the following:
July 2011 – Sep 2012
Part time
 Imaging client PC’s
 Installing software and/or hardware
 Fault testing
 Backup’s
 Sales and Marketing PC’s
ANGLES & LINES DESIGNS– Melbourne
Web Designer
Apr 2009 – June 2012
Part time
 Meeting/liaising with clients to discuss requirements and/or project progress
 Creating web site designs
 Producing sample sites
 Demonstrating and receiving feedback about draft sites
 Keeping up-to-date with recent technological and software developments
 Developing skills and expertise in appropriate software/programming languages including html,
 JavaScript and others
 Producing products that are user-friendly, effective and appealing
NOTE:
STUDY PERIOD Nov 2006 – Jan 2009

6. CASS PAK INDUSTRIES LIMITED– Karachi
Network Support Specialist
Jan 2005 – Aug 2006
Fulltime
 Responsible for desktop, network and application support for local and remote users and assistedusers
with Microsoft Office applications.
 Responsible for desktop imaging, deployment and troubleshooting service.
 Supported Helpdesk problem management, the network and standalone peripherals and special
projects including integration of new or expanded technologies.
 Built and deployed PCs and laptops, configured network access and used helpdesk tools like log,
trackand monitor requests for support.
AGI – AIR GATE INTERNATIONAL INC – Karachi
Assistant IT Manager
Full Time position involving oversight of the IT support and maintenance operations
team under the direction of the director to ensure proper adherence to service
agreements. Reporting of statistics to management for analysis and liaising with the
clients to ensure all requirements are fulfilled, Increased IT operational performance
by 23% overall through staff training and implementation of optimized support and
deployment procedures, furthermore the processes implemented on recommendation
through experience and research ensured that service quality was maintained at a high
level.
In addition to the management roles, the following technical tasks were also carried
out:
Sep 2006 – Dec 2006
Full Time
 User & Permission Management in AD & Exchange
 Remote Software Deployment & Imaging
 Vendor Management (Procurement)
 Group Policy Change Management
 Remote Support
QUALIFICATION/CERTIFICATIONS
Microsoft Certified Windows 7 Enterprise Deployment- MCTS 2014
Microsoft Corporation
Advance Diploma of Information Technology 2012 – 2013
Diploma of Information Technology 2011 – 2012
Australian Online Institute - AOI
Certificate III of Printing & Graphic Arts – Pre Press 2008 – 2009
Australian Institute of Professional Training - AIPT
Diploma of Business Management/Administration 2007 – 2008
Certificate IV of Business Management/Administration 2007 – 2008

7. Holmesglen TAFE
A levels/Intermediate/Highschool 2004 – 2006
P.A.F Intermediate College Masroor, Karachi
O Levels/School 1990 - 2003
P.A.F Intermediate College Masroor, Karachi
REFERENCES
References available up on request.
AVAILIBILITY
I am working in a capacity of Part time and do not have restriction of giving any notice. So I am available on one week
notice can start next week.