Hotim Hawat

This role started with me first joining the mcrIT team as a System and Network engineer (level1 Service Desk) and evolved into System and Network Engineer Team lead – acting for about 18 months. I was given the opportunity to help develop the Level 1.5 Service Desk and distinguish the roles, developing the foundations for what is now a 3-tier internal engineering team. I found I was able to form a strong connection with my team while working with them to get them upskilled, Achieve Certificates and help them set goals for themselves while keeping the service desk operational. My ITIL training and my exceptional skills with working with people allowed me to grow strong relationships with our clients and vendors, allowing for easy communications and resolution.

This included but not limited to the following:

• End to end ownership of the Service Desk process including escalations to the senior engineers
• Team management of the Service Desk team Supported Regional Business manager and Senior BDM with general Account Management Ticketing system and ticket allocation Managing client interactions on behalf of mcrIT representing the service desk
• Managing interactions between Regional Sale managers, BDM, Account managers and Service Desk Team Handling complaints and resolving them
• Team mentoring and personal development Reporting While also continuing to take calls and assist with daily tickets
• Tickets come in through multiple ways: Customer portal, email, phone calls, system and network alerts
• I also looked after the in-house requirements for the Canberra office
• We have grown to a team of 4 in the ACT.

This role has given me invaluable experiences over the years.

I joined the BOQ Group family through BOQSpecialist IT, as phone and onsite support, level 1.5. Within a few months, my role quickly expanded to include onsite support for all BOQ brands and VIP Executive Support. My role has continued to grow throughout my time with BOQ

• Responsibilities to CEO and General Executive Support
• 24/7 on a 2-week rotating roster
• This included onsite and offsite support BOQSpecialist on call from 8am to 5.30pm BOQ onsite support for all staff
• First point of contact for all issues, we triage/ investigate and if needed, we escalate
• We look after 25+ applications within BOQS alone Looking after BOQS escalations that come from staff needing to me looked after by my team Meeting room set up and technical support Mentoring and supporting the team
• For a period of 6 months, I was also leading the team
• All application support for BOQSpecialist and some application support for BOQFinance Traveling to branches and inner state to do on site support
• Third party liaison support for some applications Telephony: Both landline and work provided mobile devices and numbers All BOQS IT communications Account creation, transfers and separations
• Dealing with tier 2/3 escalations and liaising with our MSP provider Knowledge article creations Formation, Set up of laptops and IT inductions for staff
• Hard ware repair and replacement Setup of Modern Managed Devices Proficient with Cisco Webex, Microsoft teams Security Audits, Quarterly, half yearly and yearly Key Supervisor and at times key Custodian for Data transfers/ Electronic keys Liaising with HR regarding staff and Cyber regarding IT matters Account Creations, Transfers, Exits and password resets

I have worked with ManpowerGroup and its brands as a 1st and 2nd level IT helpdesk support person for 1 year on a reoccurring 3-month Contract which ends July 27, 2018

• Responsibilities running daily morning Server and applications checks for the Helpdesk, infrastructure and applications teams
• AD and exchange password resets and locks Account creations and terminations First point of contact for staff with IT issues
• Issue received are by phone, email and Staff walking up to the Helpdesk Ticketing Systems Being used: ServiceNow and HappyFox Working with TeamViewer to remote into staff PC’s Incident prioritizing and escalations Business communications involving outages Working with LANDesk Setting up staff desk with IT equipment
• Setting up projector and Polycom phones Making orders for IT equipment Assisting HR with Onboarding and Termination process Setting up and programming new laptops and PC Speaking with 3rd party support during severities Gathering IT information for our knowledge base

I have worked with the Datacom Systems, servicing The Australian Taxation Office (ATO) internal IT Service Desk for 2 years. I provided 1st level support for 25,000+ ATO users at a top customer service level, as part of a 24/7 team.

• Running daily team reports Mentoring staff and new starters Manage targets and reach KPI’s of minimum 30 Incidents, requests and work orders daily Achieved required Quality Assurance results Update incidents within service standards and escalate when required User and resolver group interaction and communications Working and resolving requests and work orders
• Taking inbound calls, being on call as required within a Call centre environment General troubleshooting for end user devices Use of SCCM and Windows Remote assistance Use of Remedy and Mainframe Systems Password resets and account unlocks Account creations, re-activations and disabling Troubleshooting printer errors and printer installation Microsoft Office – 365 Troubleshooting Microsoft Outlook 2010 Troubleshooting loss of network and server connection
• Running software updates Microsoft Exchange Active Directory Support for Citrix user’s Support of Apple & IOS software

• Working in both teams and individually while being aware of both federal and state security laws to ensure the safety of all people at all times.

• I Worked with Railcorp –Sydney trains Delivering excellent customer service while ensuring the safety of customers as they entered the station area on the journey
• This was done while I observing the safe working practices provided to ensure there continued safety of both staff and customers while in my care
• I worked at Town Hall station for 12 of those years, welcoming an estimated 180,000 – 220,000 customer 8 per shift, working a rotating 24/7 roster
• I also was a mentor/ trainer to new staff and an active member of the WHS&E committee.