Hussain Ghulam Abbas
Melbourne
Summary
Versatile and solutions-driven IT professional with a proven track record in technical support and system administration. Boasting a deep understanding of business applications and solutions, I excel in utilizing procedural knowledge to optimize business efficiency and effectiveness.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Service Desk Officer
Northern Health
Melbourne
01.2024 - Current
- Provided first-level technical support via phone and ticketing system, resolving user issues efficiently and maintaining high customer satisfaction
- Managed and escalated service requests, ensuring frustrated customers were directed to the appropriate level for swift resolution
- Rotated into Level 2 support, delivering face-to-face assistance and effectively handling more complex technical issues
- Collaborated with IT teams to identify and address recurring issues, contributing to long-term solutions and reducing repeat incidents
IT Service Desk Analyst
SERV - Secure Electronic Registries Victoria
Melbourne
10.2023 - 12.2023
- Oversee and resolve access issues for team meeting rooms, ensuring no disruption to daily operations, and coordinate effectively with vendors for prompt solutions
- Triage and solve a wide array of IT issues reported via ServiceNow, including hardware, software, and connectivity problems for internal users
- Provide immediate technical support to both in-person and remote users through Microsoft Teams and Quick Assist, ensuring timely assistance and resolution
- Manage Windows Autopilot for device setup, actively refining the system to enhance end-user experience by reducing bloatware and streamlining software deployments
IT Support Technician
APCD
Adelaide
04.2022 - 06.2023
- Inspecting, analyzing, and troubleshooting end-user hardware and software applications on-site
- I also actively participated in the Discovery team, tasked with the replacement and refresh of IT assets for SA Health through verbal communication and e-mails
- Actively contributing to diverse projects, notably assembling Workstations on Wheels (WOWs) for SA Health and managing device reimaging and software applications
- Configuring personal devices, including iOS and Android, to meet SA Health compliance standards
Service Desk Officer
SA Health
Adelaide
04.2022 - 12.2022
- Deconstructed and evaluated user problems, using test scripts, personal expertise and probing questions
- Collaborated with third party vendors and troubleshoot technical faults to identify and diagnose issues logically by telephone, email, chat, remote login
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Assisted users with their MFA(Multi-factor authentication) to deploy Microsoft products on various phone devices
- Maintain the SLA's to meet BAU's deadlines, escalating to other team members if required
IT Support (Internship)
Alchemy Global Solutions
Melbourne
07.2021 - 09.2021
- Successfully created and deployed Python scripts to scrap through directories
- Supported and maintained Windows 10 and Server 2016
- Use ticketing system JIRA to resolve client issues
- Ensured maintenance backup and recovery of data
- Performed trouble shooting methods for computer laptops, printers and desktop
Junior Software Engineer
BlueShield Technology
Melbourne
12.2020 - 03.2021
- Provided timely resolution to website problems by integrating latest solutions into existing platforms
- Designed interfaces and graphics for presentations and mobile-delivered applications to enhance content
- Headed, designed, and launched the company website using webhosting and c-panel technologies
Customer Service Representative
System Technology Services
Melbourne
08.2018 - 04.2019
- Vigilantly manage online channels such as eBay and Amazon through WordPress
- Manage and organize inventory displays and stock levels
- Sell and advice customers regarding products range through superior product knowledge
Sales Representative
Mohammadi Store
Karachi
01.2013 - 01.2018
- Achieve high level sales through extraordinary customer service
- Supervise, refill, and replace stock regularly to increase store appeal
- Manage weekly monthly and quarterly accounts through close liaison with the owner
Education
Diploma of Information Technology -
Melbourne Polytechnic
Melbourne12.2020
Skills
- Communication
- Problem-solving
- Teamwork
- Adaptability
- Detail-oriented
- Feedback
- Microsoft 365
- Microsoft Windows Server 2016
- Microsoft Exchange Server 2016
Websites
Certification
- ITIL 4 Foundation
- Microsoft 365 Fundamentals
- Microsoft Azure Fundamentals
References
- Michael Field, APCD, Adelaide, SA, 0414008717, michael@apcd.com.au
- Shabbir Feriwala, APCD, Adelaide, SA, 0470277532, shabbir.feriwala@apcd.com.au
Timeline
IT Service Desk Officer
Northern Health
01.2024 - Current
IT Service Desk Analyst
SERV - Secure Electronic Registries Victoria
10.2023 - 12.2023
IT Support Technician
APCD
04.2022 - 06.2023
Service Desk Officer
SA Health
04.2022 - 12.2022
IT Support (Internship)
Alchemy Global Solutions
07.2021 - 09.2021
Junior Software Engineer
BlueShield Technology
12.2020 - 03.2021
Customer Service Representative
System Technology Services
08.2018 - 04.2019
Sales Representative
Mohammadi Store
01.2013 - 01.2018
Diploma of Information Technology -
Melbourne Polytechnic
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