Liban Farah
Huntingdale,WA
Summary
Enthusiastic and dedicated IT professional with extensive experience in Tier-2 and Tier-3 Desktop Support services, specializing in hardware and software troubleshooting. Proven ability to deliver effective solutions in high-pressure environments, significantly impacting team performance and customer satisfaction. A versatile all-rounder prepared to contribute valuable skills and knowledge to enhance operational efficiency. Actively seeking a permanent or contract role to leverage expertise within a dynamic organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Desktop Support Level 2/3
Axiom Technologies
08.2018 - 10.2025
- Deployment of software through SCCM
- Windows 10 Rollouts
- Configuring and troubleshooting PC and hand held devices
- 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
01.2016 - 08.2018
- Taking ownership of escalated issues and resolving in a timely manner
- Providing technical support for users with hardware, software and networks 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 side of issue resolution
Technical Support Helpdesk
Monadelphous
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
- Prioritising/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
02.2013 - 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
Work Focus Australia
01.2011 - 02.2013
- 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
- Managing IT assets to minimise the incremental risks and related costs with the IT hardware
Education
Masters - Computer Science – Computer Information Systems (MCIS)
Auckland University of Technology
Bachelor Degree - Computer and Information Science – Information Services (BCIS)
Auckland University of Technology
Skills
- ITIL certification with practical experience
- Group policy management
- Management of MOE environments
- Certified in Microsoft Office Suite
- Proficient in CCNA principles
- Experienced with SAP systems
- Proficient in Hyper-V, VirtualBox, and VMware Workstation
- Active Directory and SharePoint management
- Experienced with Office 365 applications
- Experience with VMware solutions
- Proficient in engaging conversations
- Diversity awareness
- Takes ownership and drives team efforts
- Flexible in acquiring new skills
- Results-oriented time management
- Active listening and empathy
- Team-based idea generation
- Knowledge of research ethics and methodologies
- Organizing and assessing data from diverse sources
- Effective critical thinking abilities
Certification
ITIL Certified
Masters In Information services
Bachelors in information technology
CCNA 1 AND 2
Languages
Fluent in English
Timeline
Desktop Support Level 2/3
Axiom Technologies
08.2018 - 10.2025
Service Desk Analyst
Department of Finance
01.2016 - 08.2018
Technical Support Helpdesk
Monadelphous
01.2015 - 01.2016
IT Support Officer
AtWork Australia
02.2013 - 01.2015
Desktop Support Analyst
Work Focus Australia
01.2011 - 02.2013
Bachelor Degree - Computer and Information Science – Information Services (BCIS)
Auckland University of Technology
Masters - Computer Science – Computer Information Systems (MCIS)
Auckland University of Technology
Interests Include
Technological advancement, swimming, cycling, multimedia and reading
Technologies used
- Skype for business
- Citrix apps
- Office 365 Administration
- Microsoft Azure
- Active directory management
- Mostly all ticketing systems
- SCCM Deployments
- All MS remote tools
- VMware management and diagnosis
Personal Information
Driving License: Class C Full/Clean