Luke Gasbarro
Melbourne,Australia
Summary
Dynamic Service Desk Officer at IFM Investors with a proven track record in delivering exceptional IT support and customer service. Proficient in Microsoft 365 and ServiceNow, I excel in troubleshooting and process improvement, ensuring swift resolution of IT incidents while fostering collaboration within a global team. Passionate about enhancing user experiences and driving efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk Officer
IFM Investors
Melbourne, Australia
01.2025 - Current
- Provide Level 1 IT support to global staff (1000 users) across Australia, New York, London, and Sydney, maintaining a high standard of customer service.
- Manage Service Desk tickets through ServiceNow, handle user/account administration through Active Directory & Microsoft 365, and support new hire onboarding and offboarding workflows.
- Perform remote desktop support, troubleshoot Windows 10 and Microsoft 365 issues, and assist in mobile device management (InTune).
- Liaise with internal teams and external vendors to resolve IT incidents and service requests within SLAs.
- Maintain compliance with ITIL processes and ensure effective communication with end users, including senior executives.
- Contribute to continuous improvement initiatives and knowledge sharing within a 14-member global IT team.
Storeman
Concept Fasteners
Tullamarine, Australia
01.2021 - 01.2022
- Maintained efficient warehouse operations through accurate picking, packing, and shipping of customer orders.
- Ensured inventory accuracy and availability by undertaking regular stock checks and replenishing inventory.
- Utilised various delivery and courier options to generate shipping and tracking information, ensuring timely and efficient customer service.
- Contributed to a positive customer experience by handling inquiries and ensuring efficient processing of orders.
Apprentice Electrician
National Electrical and Communications Association (NECA)
Melbourne, Australia
01.2018 - 01.2021
- Interpret plans and perform electrical and telecommunication installation in a commercial setting.
- Ordered and purchased required products for the job within competitive pricing.
- Conduct quality testing on new and existing installations to ensure maximum efficiency, accuracy, and reliability.
- Continued the installation, repair, and maintenance of electrical equipment throughout the economic downturn (COVID-19).
- Controlled OHS risks associated with electro-technology work by applying effective measures.
Student Dietician
Royal Melbourne Hospital, Bendigo Health, & Nexus Primary Health
Wallan, Australia
01.2016 - 01.2017
- Performed patient needs assessment and proposed dietary and lifestyle management plans in both an inpatient and outpatient setting to bring positive change in patient lives.
- Coordinated the designing and execution of health promotion programmes in the community to improve people life quality.
- Designed tools to evaluate the effectiveness of programmes and take strategic action plans accordingly.
- Created personalised management plans for patients with varying health conditions for optimal health moving forward.
- Educated patients on multiple health conditions, including dietary management techniques to promote healthy eating.
Swimming Instructor and Coach
State Swim
Craigieburn, Australia
01.2012 - 01.2016
- Delivered prompt responses to customer enquiries to provide a superior customer experience.
- Planned and implemented appropriate fitness programs to improve stroke technique and build endurance.
- Instructed 'Learn to Swim' classes to adults and children by utilising effective teaching methodologies.
- Taught water familiarisation, buoyancy, and mobility skills to multiple age groups with a greater degree of curiosity and compassion.
- Coached clients regarding water safety, survival skills, and correct stroke technique to improve their swimming abilities.
- Delivered advanced fitness classes to adult to achieve their fitness goals at a high rate of success.
Waiter and Bartender
Roselyn Court Receptions
Essendon, Australia
01.2014 - 01.2015
- Greeted guests with a warm smile and positive attitude.
- Served meals and drinks to customers as per their preferences in a formal setting.
- Worked in close collaboration with team members to correctly set up rooms according to managers' plans.
- Delivered prompt responses to customer enquiries to provide a best-in-class customer experience.
Education
Bachelor of Computer Science -
RMIT University
Melbourne01.2024
Master of Dietetic Practice -
La Trobe University
Melbourne01.2018
Pool Lifeguard (SISSS00111) -
Life Saving Victoria
Melbourne01.2017
Bachelor of Health Sciences - Major in Dietetic Practice and Health Sciences
La Trobe University
Melbourne01.2016
Swim Australia Teacher (SAT) -
Australian Swimming Coaches and Teachers Association (ASCTA)
Melbourne01.2013
Victorian Certificate of Education -
Aitken College
Greenvale01.2012
Skills
Programming and web development
- Java, Python, C
- HTML, CSS, JavaScript
- React framework
- SQL database management
Version control with Git
- Containerization with Docker
- CI/CD pipelines
- Cloud services: AWS and Azure
Microsoft 365 administration
- Active Directory management
- Linux basics and scripting
- Web security testing
- Network analysis with Wireshark
Basic network administration
- ServiceNow incident management
- Remote desktop support
- Windows 10 troubleshooting
Mobile device management
- SLA and escalation handling
- Documentation and knowledge sharing
Critical Analysis And Design
- Skilled in analysing user and organisational needs to identify requirements and constraints for software and IT systems.
- Proficient at evaluating and comparing system design principles based on various factors like efficiency, scalability, and end-user needs.
- Competent at designing and implementing software solutions that meet client-specified requirements and address identified problems.
- Strong ability to troubleshoot and debug issues to ensure optimal performance and functionality of software and IT systems.
Certification
- Full Victorian Drivers Licence
- Microsoft Certified: Azure Fundamentals, 2023
Communication And Collaboration
- Strong ability to clearly and concisely present technical information to both technical and non-technical audiences.
- Skilled in collaborating effectively within diverse teams to achieve common goals.
Professional Responsibility And Ethics
- Demonstrates ethical considerations and responsible behaviour in the development and deployment of technology solutions.
- Capable of applying relevant standards and guidelines related to legal, security, and privacy aspects of IT systems.
Continuous Learning And Adaptability
- Committed to lifelong learning and ongoing professional development activities.
- Willing and motivated to adapt to the continuously evolving IT industry by acquiring new skills and staying up to date on emerging technologies.
Applied Knowledge
- Able to effectively utilise and adapt technical knowledge in diverse scenarios.
- Demonstrates proficiency in applying learned technical concepts to solve practical problems.
Qualifications Summary
Motivated and adaptable IT professional with hands-on experience as a Service Desk Officer in a global enterprise environment. Skilled in providing technical support, managing IT systems, and improving user experiences across diverse teams. Backed by a strong foundation in computer science, software development, and cloud technologies. Proven ability to troubleshoot complex issues, communicate effectively with technical and non-technical stakeholders, and contribute to continuous service improvement. Eager to build on existing technical skills and take on new challenges within the IT and technology sector
Timeline
Service Desk Officer
IFM Investors
01.2025 - Current
Storeman
Concept Fasteners
01.2021 - 01.2022
Apprentice Electrician
National Electrical and Communications Association (NECA)
01.2018 - 01.2021
Student Dietician
Royal Melbourne Hospital, Bendigo Health, & Nexus Primary Health
01.2016 - 01.2017
Waiter and Bartender
Roselyn Court Receptions
01.2014 - 01.2015
Swimming Instructor and Coach
State Swim
01.2012 - 01.2016
Bachelor of Computer Science -
RMIT University
Master of Dietetic Practice -
La Trobe University
Pool Lifeguard (SISSS00111) -
Life Saving Victoria
Bachelor of Health Sciences - Major in Dietetic Practice and Health Sciences
La Trobe University
Swim Australia Teacher (SAT) -
Australian Swimming Coaches and Teachers Association (ASCTA)
Victorian Certificate of Education -
Aitken College
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