Tajwar Mahmud
Dhaka
Summary
IT professional with experience in IT Advisory at Queensland Corrective Services, supporting technology operations at Queensland’s largest correctional facility, as well as Service Desk experience with a software company that works closely with IELTS in Australia. I hold a Bachelor’s degree in Information Technology from Queensland University of Technology. I enjoy solving problems, helping people with tech, and finding practical solutions to day-to-day IT challenges. I’m confident working with both technical and non-technical stakeholders, and I bring a hands-on approach, strong communication skills, and a willingness to learn and take on new challenges.
Overview
4
4
years of professional experience
Work History
Technical Adviser
Queensland Corrective Services
Brisbane, Australia
08.2024 - 07.2026
- Played a key role in setting up the foundational IT infrastructure and architecture for the newly built Lockyer Valley Correctional Centre,largest prison in Queensland.
- Established and maintained centralized IT asset inventory for hardware, software, licences, and infrastructure assets, ensuring accurate records and visibility for LVC Prison project.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption during transitions to Windows 11 from 10 and switching over to Microsoft Teams Calling.
- Trained QCS staff and prisoners on operational use of NEC tablets introduced in LVC pilot program, enhancing user familiarity and engagement.
- Resolved escalated tickets using ticket management system, achieving high customer satisfaction through effective problem-solving.
- Utilised scripts to address intune asset management issues and created or modified user accounts with Active Directory.
- Configured printers and peripherals to ensure compatibility with company network, ensuring seamless integration with the company network.
- Developing and maintaining documentation regarding the usage of different IT procedures and equipment.
IT Service Desk Analyst
Inspera
Brisbane, Australia
11.2022 - 08.2024
- Troubleshot level 1/level 2 software and hardware issues from calls or tickets, achieving exceptional client satisfaction.
- Maintaining SLA and ensuring high level of client satisfaction with no record of missing SLA timeframes in Inspera.
- Set up new devices like laptops, printers and ensure systems are up to date. Also setting up AV devices for meetings and conferences.
- Created and managed user accounts for ANZ customers using Microsoft 365 Suite, ensuring access to necessary tools and resources.
- Documentation of ticketing procedures and new features for both customers and internal use creating multiple new documents.
- Helping integration team with the Single Sign-On (SSO) setup.
- Coordinated onboarding initiatives to enhance user experience for customers and staff, streamlining the integration process.
- Creating new domains from Live server and applying appropriate marketplace properties.
Education
Secondary School Certificate -
Saint Joseph Higher Secondary School
Dhaka05-2016
Higher School Certificate -
Notre Dame College
Dhaka08-2018
Bachelor of Information Technology -
Queensland University of Technology
Queensland, Australia01-2022
Skills
- ITIL Framework
- Microsoft 365
- Intune and AD
- Network configuration
- IT asset management
- Problem resolution
- System Integration
- Project Coordination
- User Training
- SharePoint
- Database Management
- Programming (Python and C#)
- Agile Frameworks
Extracurricular Activities
Sports -
Had the chance to participate on a national table tennis tournament while at middle school. Started to play football at high school and participated at a couple of tourmanets with my school team.
Scintilla Science Club, Organizing Secretary - 2015
Was part of the science club of my school and I had the opportunity to organize the science fair held in 2015.
Animal Welfare Volunteer, Scars- 2016-18
Was part of an animal welfare groups which assisted to rehome stray dogs and cats.
Fundraising -
Was part of different fundraisers where we used to collect relief funds during the Rohingya crisis back in Bangladesh.
Timeline
Technical Adviser
Queensland Corrective Services
08.2024 - 07.2026
IT Service Desk Analyst
Inspera
11.2022 - 08.2024
Secondary School Certificate -
Saint Joseph Higher Secondary School
Higher School Certificate -
Notre Dame College
Bachelor of Information Technology -
Queensland University of Technology