Reza Rouhani

I work for a full-service training and development provider that supports individuals, organizations, and government entities worldwide. With over 30 years of experience in tertiary education, Skills vocational brands in New Zealand—including Etco, ICE, E-tec, Ignite, and Premier—deliver training courses and career development opportunities tailored for both individuals and organizations.
As a Senior Systems Engineer in the Digital and Technology Team, I manage a diverse range of IT needs and requirements daily. My responsibilities include:

• Managing incidents and service requests while providing comprehensive technical support to end users across multiple offices in New Zealand, as well as locations in Australia, Singapore, and the United States.
• Overseeing technical support tickets and secure provisioning/deprovisioning of IT access, devices, and accounts for employee transitions.
• Enhancing efficiency with automation, providing training to boost productivity, and mentoring junior engineers.
• Managing corporate mobile connections, ensuring efficient allocation, cost control, and compliance as the key contact for One NZ and Spark New Zealand.
• Configuring and maintaining BAU operations for UniFlow Cloud Printing, HoloLenses, Talk Desk Teams Call Queue, and Microsoft Intune device management/security.
• Evaluating campus IT needs, recommending solutions, and planning annual hardware/software upgrades and replacements.
• Coordinating with vendors to ensure high-quality service delivery.
• Monitoring and responding to security incidents, implementing security team recommendations.
• Promoting security best practices and fostering staff awareness through creative engagement strategies.

Collaborate with engineering teams organization-wide to design and manage complex engineered systems for various clients, including computer networks, manufacturing equipment, and more. Solve problems, implement solutions, and oversee system performance across industries like IT, manufacturing, and healthcare. Adapt daily responsibilities based on industry needs, with tasks including:

• Analyzing system components (e.g., software, hardware, vehicles, building infrastructure).
• Defining performance requirements for systems.
• Installing new systems and providing ongoing maintenance and technical support.
• Designing tests to ensure systems meet intended functions.
• Coordinating with engineering specialists during research and development.
• Managing projects, including budgeting, scheduling, and risk assessments.

• As a Systems Engineer, deliver exceptional customer service and technical support for assigned products, systems, and clients.
• Aim to exceed customer expectations with end-to-end service that drives organizational success through technology.
• Provide technical leadership across clients, leveraging expertise to support peers and enhance offerings for new customers.
• Build strong client relationships through clear, concise communication, keeping them informed about their technology environment and available business services.
• Maintain accurate documentation (e.g., designs, as-built records, change requests, approvals, job/ticket details, timesheets) reflecting services, effort, and costs as required by company or clients.
• Identify opportunities to improve and enhance client environments.
• Complete assigned job tickets and activities within agreed timeframes to meet SLAs, client expectations, and operational goals.
• Manage assigned tickets effectively, ensuring detailed documentation of time and activities aligns with client budgets and timelines.
• Proactively address recurring issues that could impact client or internal budgets/expectations.
• Accurately track all time (in and out of business hours) against job tickets, meeting weekly/monthly productivity targets.

HP, a leading American multinational IT company, excels in providing IT products, software, and services globally.
• Served as a Server Support Engineer in the Virtual Environment Server Management Team within HP Enterprise Services, managing one of New Zealand’s largest VMware environments (approximately 2,000 physical/virtual servers) for Fonterra.
• Delivered Level 2-3 (Wintel) support for VMware and Windows Server platforms.
• Resolved high-severity incidents and service requests within SLA timeframes, adhering to ITIL best practices for enterprise-level server support.
• Proactively monitored server performance, alerts, and backups, addressing issues before they escalated.
• Conducted daily server health checks and generated reports for VMware, SCOM, Citrix, and Follow-me Printing.
• Provided incident support for issues raised by customers or monitoring alerts.
• Executed scheduled change management tasks and completed service requests.
• Managed server decommissioning and performed BAU checks for new servers post-project handover.
• Updated/patched server OS and tools as per business processes, reporting issues to relevant teams.
• Coordinated with internal support teams and external vendors (e.g., Gen-I, HCL) for incident and problem resolution.
• Worked with technologies including Windows Server 2003/2008/2012, VMware vSphere 5, Citrix XenApp, SCOM 2007, Follow-me Print, HPSM, ESL, Active Directory, and Exchange.

• UAP (User Access Provisioning) Team handled the creation, management, and maintenance of user identities and access rights to organizational systems, applications, and data.
  Granted, modified, and revoked user permissions based on roles and company policies.
  My responsibilities included:
  • Managing users and computers for Fonterra globally.
  • Overseeing application deployment, Exchange management, SharePoint site access, various Fonterra applications, and virtual machines.
  • Creating BlackBerry user profiles, configuring smartphones, activating Active Sync, and enabling email accounts on user devices.

Provided comprehensive support for Fonterra’s large outsourced corporate IT environment.
Key responsibilities included:
• Analyzing and resolving faults.
• Installing, distributing, and maintaining applications via Citrix and SMS.
• Supporting printers, focusing on connection, configuration, and queue management.
• Diagnosing TCP/IP issues.
• Managing remote desktops using tools like VNC and Microsoft remote access.
• Supporting international and local RAS and VPN connections.
• Handling profile-related tasks (roaming/local, repair, rebuild, migration).
• Resolving email issues, including PST file problems, delegation, and Exchange resource configuration.
• Detecting and removing spyware and viruses.
• Managing high-severity cases.
• Supporting AS400 and SAP, primarily for user accounts, scheduled reports, and print device issues.
• Coordinating with external contractors and service providers.
• Meeting performance requirements and service level agreements.

• Worked on a short-term contract with Auckland City Council as part of the Exchange Migration Team.
• Post-migration, assisted users by visiting their workstations to verify Outlook and email functionality.
• Configured new cell phones for select users, setting up email accounts and ensuring synchronization with the Exchange server.

• Assess company IT requirements and research, enhance, and deploy solutions.
• Deliver technical support to students and staff.
• Manage student workstations, ensuring network connectivity and proper functionality.
• Install and configure operating systems and domain connectivity.
• Troubleshoot hardware issues and install applications.
• Perform routine maintenance on student workstations to maintain optimal performance.

• Legacy Group, a construction company, delivered housing solutions for customers building new homes.
• Supported first-time home buyers with loan approval documentation and personalized property planning and design.
• Managed all customer relations and oversaw project management, ensuring timely completion and customer satisfaction.

Q-Bic Services, a commercial cleaning company, primarily served food courts and shopping malls.
Started as a Supervisor, overseeing shift cleaners and food court crew, and was promoted to Operations Manager within months.
As Operations Manager, managed cleaning and food court teams across six major Auckland shopping malls and one in Wellington.
Handled recruitment, training, and rostering of new cleaning staff while providing ongoing support and training to team members.

Flippo Fochi, an international plant construction company, specializes in building oil and gas refineries and petrochemical manufacturing plants.
Began in data entry and quickly advanced to the Planning and Control Department.
Monitored and tracked progress on various projects as part of a departmental team.
Prepared daily, weekly, and monthly reports, conducted site visits, and coordinated with contractors, office managers, and project managers.