Ismail Haidari
Elizabeth South,SA
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of collaborating effectively with teams and helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Westpac Banking Cooprations
Adelaide, SA
08.2021 - Current
- Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Ensured that all customer interactions were logged accurately in the help desk database.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Performed daily tasks such as creating user accounts, resetting passwords, installing applications, and configuring systems.
- Used remote login tools to assist clients with technical and product questions.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Provided feedback on processes used by the IT Service Desk team to improve efficiency and effectiveness.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Maintained positive working relationship with fellow staff and management.
IT Site Support
OTR
Kensington, SA
12.2024 - 01.2025
- Provided technical support to customers, troubleshooting hardware and software issues.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Performed routine maintenance tasks on operating systems and applications.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Provided technical support to customers via phone and email.
- Documented technical issues encountered during troubleshooting process.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Investigated system errors using event viewer logs and other troubleshooting techniques.
IT Service Desk Officer
SA Health
Adelaide, SA
10.2023 - 07.2024
- Answered incoming calls and emails from customers, providing technical assistance and troubleshooting service related issues.
- Maintained accurate records of customer interactions, inquiries, complaints and resolutions within ticketing system.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided technical assistance and support to clients with Office 365 applications.
- Resolved complex technical problems related to Office 365 applications.
- Maintained up-to-date knowledge of the latest versions of Office 365 products and services.
Community Field Officer
Australian Bureau of Statistics
Adelaide, SA
06.2021 - 09.2021
- Facilitated workshops and information sessions for community members to enhance the Census project.
- Provided technical assistance to Census participants in the field.
- Promote Census participation and answer questions from community members about the Census.
- Helping community members lodge online applications, and conducting the Census.
- Delivering Census materials and collecting materials from households to secure a return to the ABS.
- Visit households that have not successfully completed their Census.
- Conduct census training sessions for multicultural groups in their own language.
- Translate census documents and information into target languages.
- Identified needs of customers promptly and efficiently.
Education
Bachelor of Science - Information And Communication Technology
International University of Malaysia
Kuala Lumpur 08-2019
Skills
- Operating systems
- Software installation
- Ticketing systems
- Remote support
- Help desk support
- Customer support
- Application support
- Software troubleshooting
- SLA compliance
- Troubleshooting and Diagnostics
- Technical troubleshooting
- Mobile device support
- IT ticket documentation
- ITIL framework
- Technical background
- Issue escalation
Languages
Persian
Professional
Urdu
Professional
Hindi
Professional
Pushtu
Professional
Dari
Professional
Hazargi
Professional
Certification
- ITIL 4 Foundation
- DCSI WWCC check
- NPC / AFP check
- Full driving license
- AUS Citizen with Full working rights
References
References available upon request.
Timeline
IT Site Support
OTR
12.2024 - 01.2025
IT Service Desk Officer
SA Health
10.2023 - 07.2024
IT Service Desk Analyst
Westpac Banking Cooprations
08.2021 - Current
Community Field Officer
Australian Bureau of Statistics
06.2021 - 09.2021
Bachelor of Science - Information And Communication Technology
International University of Malaysia
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