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
undefined
Lynfield College
01.2002 - 04.2007
Skills
VirtualizationHyper-V, Virtual Box, VMware WorkstationMS Server Tools: AD, DC, Terminal services, SharePoint, IISSoftware Applications: Microsoft Office suite and office 365 knowledgeKey CompetenciesConfident conversationalist, able to establish immediate rapport with peopleAppreciation of diversity and individual differences by being able to relate well to people of all ages and cultural backgroundsAble to take responsibility and show initiative in a team environmentFlexible, adaptable and able to quickly learn new skillsAble to work effectively under pressure by providing results with deadlines while prioritizing tasks and workloads in order of importanceExcellent communication and interpersonal skillsAble to collaboratively work on projects, gathering ideas from everyone in the teamStrong Organizational, analytical and research capabilitiesAbility to locate, organize and evaluate information from multiple sourcesCritical thinking and problem-solving skillsTechnologiesSkype for businessCitrixOffice 365 experienceMicrosoft AzureMostly all ticketing systemsWindows 10 environmentService now/ ITSM ticketing systemSCCM DeploymentsAll Microsoft suit and remoting toolsOther Information
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
undefined
Lynfield College
01.2002 - 04.2007
FIELD SUPPORT AGENT
Fremantle Hospital