Liban Farah
Desktop Support
Thornlie,WA
Overview
8
8
years of professional experience
11
11
years of post-secondary education
6
6
Certifications
1
1
Language
Work History
FIELD SUPPORT AGENT
Fremantle Hospital
, WA
- Re-imaging of PC’S with Health Department build
- Replacing PC parts
- Recreating profiles
- Setting up of Faxes/ Printers
- Joining PC’s to Domain
- Using Service Manger to update tickets
DESKTOP SUPPORT LEVEL
Axium Technologies
Perth, WA
01.2019 - 01.2020
- Deployment of software through SCCM
- Windows 10 Rollouts
- Configuring and troubleshooting PC
- Updating tickets through Service Now Ticketing system
- Imaging of Laptops through PXE boot
- Updating H/W Database
- Attending to a wide variety of issues other issues
- Purging PC’S using purging tool
- Resetting user passwords
- Creating/ disabling user accounts in AD
- Updating users in Lync Server / AD Manager/ Exchange server
SERVICE DESK ANALYST
Department of Finance
Perth, WA
01.2016 - 01.2019
- Taking ownership of escalated issues and resolving them in a timely manner
- Providing technical support for users with hardware, software and networking issues
- Maintaining logins and equipment requests for users
- Resolving PC, issues, creating procedures and technical documents
- Providing general support and assistance for software, hardware, and email issues
- Working through incident and service management tasks
- Supporting all tickets through to resolution status.
TECHNICAL SUPPORT HELPDESK
Monadelphous
Perth, WA
01.2015 - 01.2016
- Collaborating with the support team to ensure excellent customer service, reporting to management
- Testing new technology, keeping an in-depth knowledge of supported products and services
- Identifying useful new helpdesk resources and sharing knowledge with Tier-1 staff
- Updating company WIKI with key support guides and self-help documents
- Prioritizing/assigning work orders to meet SLAs
- Microsoft office 365 configurations, database administration, attending to server issues
- Resolving escalated issues for detailed investigation: coordinating with Senior Engineers/Management
- Establishing independent projects to find a feasible solution for long-term issues.
IT SUPPORT OFFICER
AtWork Australia
Perth, WA
01.2013 - 01.2015
- Managing multiple cases simultaneously, maintaining rapport with customers
- Working on Microsoft Exchange server issues: Granting and removing network access rights, distribution lists and mailboxes
- Participating in special projects and handling technical documents testing and implementing phases
- Working through OSI model to locate/correct fault efficiently, and performing isolation test within LAN
- Replicating problems, applying working knowledge of TCP/IP networking and
- Collaborating with general IT support across the board and remotely
- Attending to Hardware and software support issues.
DESKTOP SUPPORT ANALYST
Focus Australia
Perth, WA
01.2012 - 01.2013
- Installing, configuring and provisioning Windows PC’s
- Configuring network and working with other units to ensure successful installation of software through SCCM
- Installing and configuring computer hardware/software and operating systems, repairing, replacing and maintaining equipment and peripherals such as servers/routers/printers
- Diagnosing and repairing PC hardware faults and specific software installations and plug-ins
- Provisioning products such as Mobile, Cisco VoIP phones, configuring and testing client’s networking equipment
Education
Postgraduate Diploma - Information Services
AUT, MSCIS
01.2010 - 04.2012
Bachelor’s - Computer Information Sciences
BCIS
01.2008 - 04.2010
Diploma - Information Sciences
DIPIT
01.2007 - 04.2008
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Lynfield College
01.2002 - 04.2007
Skills
Virtualizationundefined
Certification
ITIL Certified and experienced
Timeline
DESKTOP SUPPORT LEVEL
Axium Technologies
01.2019 - 01.2020
SERVICE DESK ANALYST
Department of Finance
01.2016 - 01.2019
TECHNICAL SUPPORT HELPDESK
Monadelphous
01.2015 - 01.2016
IT SUPPORT OFFICER
AtWork Australia
01.2013 - 01.2015
DESKTOP SUPPORT ANALYST
Focus Australia
01.2012 - 01.2013
Postgraduate Diploma - Information Services
AUT, MSCIS
01.2010 - 04.2012
Bachelor’s - Computer Information Sciences
BCIS
01.2008 - 04.2010
Diploma - Information Sciences
DIPIT
01.2007 - 04.2008
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Lynfield College
01.2002 - 04.2007
FIELD SUPPORT AGENT
Fremantle Hospital
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