Ilyas Jalali
Dandenong,VIC
Summary
Dedicated and customer-focused IT professional seeking a challenging position as an IT Help Desk Specialist, leveraging a proven track record of providing efficient technical support and troubleshooting to ensure seamless operations. Eager to contribute strong communication skills, in-depth knowledge of IT systems, and a commitment to delivering exceptional service to enhance end-user satisfaction and optimize organizational functionality. Ready to apply my expertise in diagnosing and resolving hardware and software issues, while continually staying abreast of emerging technologies to provide cutting-edge support in a dynamic IT environment. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
8
8
years of professional experience
Work History
WEBSITE ADMINISTRATOR
INTOGUIDE.COM & LEARNESL.NET
01.2016 - Current
- Responsibilities include tech content creation, editing, and management.
- Enhanced website usability by implementing responsive design and user-friendly navigation.
- Optimized site performance through regular updates, security patches, and server maintenance.
- Boosted search engine rankings by employing effective SEO strategies and keyword research.
- Managed content updates, ensuring accurate information and consistent branding across all pages.
- Analyzed website analytics to identify areas for improvement and implement data-driven changes.
ASSISTANT DIRECTOR AND IT IN CHARGE
EYES ACADEMY
04.2017 - 01.2019
- Managing software and hardware operations
- Provide first-line technical support to clients via phone, email, or remote assistance.
- Led ateam of 20 professionals in special projects and daily operations.
- Assisted the Director in developing innovative programs to improve students'' academic performance and retention rate.
- Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
- Managed department budget to ensure adequate resources for staff development and instructional materials.
NET WIRING AND SWITCHING TECHNICIAN
ONE VATAN COMPUTER CENTER
01.2020 - 01.2021
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Optimized system performance through thorough testing, analysis, and adjustments as needed.
- Provided expert advice on equipment selection, leading to an overall improvement in operational efficiency.
- Implemented cost-saving measures by identifying opportunities for process improvements and resource optimization.
NBN ASSURANCE SPECIALIST
02.2021 - 03.2022
- Effective troubleshooting and fixing issues for all NBN technology types (FTTX, Fixed-Wireless & Satellite)
- Assisting the customer in diagnosing/ fixing the faults
- Engage with customers, build rapport and ensure all customers are getting the best value
- Ensuring quality customer service on all calls
- Providing level 1 support for faults, manage service difficulties and offer technical support over the phone.
- Developed strong client relationships through consistent communication and attentive service.
- Increased sales revenue with targeted marketing campaigns and strategic product positioning.
Education
GRADUATE DIPLOMA OF AUSTRALIAN MIGRATION LAW -
VICTORIA UNIVERSITY
295 &, 300 Queen St, Melbourne VIC 300005.2024
DIPLOMA OF INFORMATION TECHNOLOGY ADVANCED NETWORKING -
RMIT UNIVERSITY
124 La Trobe St, Melbourne VIC 300012.2023
CERTIFICATE 2 IN ELECTROTECHNOLOGY -
HOLMESGLEN
488 South Rd, Moorabbin VIC 31811.2022
Skills
- Information Technology
- Technical Support
- Domain Name System (DNS)
- Dynamic Host Configuration Protocol (DHCP)
- SharePoint
- Microsoft Office
- Office 365
- Windows Server
- Hardware
- Cisco Networking
- Networking
- Cyber Risk Management
- ICT Project Management
- Strong social media Marketing
- Enterprise Communications
- Web Maintenance
- Network System
- Information Technology Infrastructure
- VMware
- Virtualisation
- Troubleshoot WAN links and IP Services
- Install, Operate and Troubleshoot Medium enterprise routers and switches!
- Dependable and Responsible
Awards
- Winner of the interschool football tournament (2015)
- Awarded for outstanding teaching (2018)
- Completed teacher training and workshops (2019)
- Volunteered to assist refugees with accommodation (2019)
Languages
English
Dari
Urdu
Persian
Timeline
NBN ASSURANCE SPECIALIST
02.2021 - 03.2022
NET WIRING AND SWITCHING TECHNICIAN
ONE VATAN COMPUTER CENTER
01.2020 - 01.2021
ASSISTANT DIRECTOR AND IT IN CHARGE
EYES ACADEMY
04.2017 - 01.2019
WEBSITE ADMINISTRATOR
INTOGUIDE.COM & LEARNESL.NET
01.2016 - Current
GRADUATE DIPLOMA OF AUSTRALIAN MIGRATION LAW -
VICTORIA UNIVERSITY
DIPLOMA OF INFORMATION TECHNOLOGY ADVANCED NETWORKING -
RMIT UNIVERSITY
CERTIFICATE 2 IN ELECTROTECHNOLOGY -
HOLMESGLEN
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