Marcello Fabila
NUDGEE,QLD
Summary
Experienced Services Support Analyst with a customer-centric approach and a passion for solving business problems. Proficient in providing first and second-level ICT support for software and hardware, coordinating ICT services, and driving continuous improvement. Skilled in establishing and maintaining working relationships with customers and stakeholders. Strong knowledge of Windows 10, ServiceNow, and Office 365 applications. Committed to delivering exceptional service and improving processes. Possess excellent attention to detail and strong time management skills. A proactive and solutions-focused professional dedicated to enabling business productivity through effective technology use.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Support Analyst
TMR
08.2022 - Current
- On-premises user technical support (Tech Bar) - Windows 10 SOE imaging - 2nd level technical support for applications, OS, networking, and peripherals - Escalation of issues to tier 3 and vendor technical support - Microsoft 365 technical support - TMR core applications support (Tica & Trails) - Knowledge base article creation and updates - ServiceNow ticket administration
EUC Engineer
SRG
03.2021 - 08.2022
- Windows 10 project planning and coordination
- ICT infrastructure deployment coordination for, Brand company
- Windows 10 technical support
- SOE - OS imaging and applications testing
- Microsoft 365 support
- Post-deployment Windows 10 onsite and remote support
- Knowledge base article creation and utilization
Service Desk Officer
Public Trustee QLD
12.2020 - 02.2021
- Windows 10 technical support
- Microsoft 365 support
- Microsoft and 3rd-party client applications software testing
- Post-deployment Windows 10 onsite support
- Review of service management strategy and documentation
- Knowledge base article creation and upload
Windows 10 Deployment Engineer
Premiers Cabinet
10.2020 - 11.2020
- Upgraded and imaged 700+ Microsoft Surface Pro laptops to Windows 10 - Laptop setup and configuration - Deployment of MS Laptops as per rollout schedule - Post-deployment support
Windows 10 Deployment Engineer
Premiers Cabinet
07.2020 - 08.2020
- Pilot testing of Windows 10 autopilot white glove deployment procedure - Reviewed pilot test results and provided recommendations - Upgraded 500+ Microsoft Surface Pro laptops to Windows 10 Release 1909
Systems Engineer
Airbus Australia
02.2020 - 04.2020
- Netskope Client Cloud platform and MS Office 2013 software packaging and deployment using SCCM - SCCM readiness analysis for Windows 10 deployment - Imaging of laptops, tablets, SFF DT PCs, and workstations to Windows 10 - Project reporting and documentation
Project Coordinator
Dept of Agriculture & Fisheries
Brisbane, QLD
04.2019 - 12.2019
- Facilitated project meetings with key stakeholders
- Developed and executed client migration schedules
- Assisted end-users with Windows 10 upgrades and compatibility checks
- Provided remote login support and assistance
- Collaborated with internal teams to develop project solutions resulting in on-time execution.
- Assessed, monitored and reported on work progression.
Windows 10 Deployment Engineer
PSBA – QPS
05.2018 - 03.2019
- Weekly scheduling and pre-staging of client computers for Windows 10 deployment - End-user data backup and restore - Coordination with SCCM engineers for deployment - Post-deployment support and reporting
Deployment & SCCM Engineer
Windows, Powerlink
11.2018 - 12.2018
- Scheduled and performed weekly client computer upgrades to Windows 10
- Managed data backup and restore
- Set up new computers and software application collections in SCCM
- Post-deployment technical support
Education
Satellite And Broadband Technologies - Telecommunications Engineering
ITU College
03.1985
Master of Business Administration -
Australian Institute of Business
Double Diploma of Business and Management -
Careers
Introduction to Computer Science -
UPNG
PETT Electrical Trade Certificate -
Skills
Key Skills:
- ICT Server & Desktop Infrastructure Installation & Support
- Project & Lean Management
- Project Coordination & Team Leadership
- Change & Incident Management
- Customer Service
- Problem Resolution
Technical Skills:
- Level 1 & 2 Technical Support (Phone/Remote/Onsite)
- Microsoft Windows Administration (2000/2003/2008/2012/Azure Active Directory)
- Microsoft Exchange Administration (2000/2003/2010/2016/365)
- Windows XP/7/81/10 Installation & Support
- SCCM Administration & Management (Windows 7-10)
- Technical Troubleshooting (Server, Desktop, Laptops, Mobile HW & SW)
- Network Installation & Support
- Hardware and Software Installation
- ICT Security (Network & Information Security, Vulnerability Assessment, Incident Response, Security Information & Event Management, User Authentication)
Certification
- CompTIA Security+
- ITIL Foundation v3
- Dell Servers & FC4700 SAN Training
- McAfee Active Intranet Defence End Point Security
- Microsoft 2000 & 2003 Certifications (AD, Exchange, DNS, ISA, Networking, Design, Implementation, Migration, and Administration)
- Veritas NetBackup for Windows
- Project Management Certificate
References
● Mr. David Quested (Data#3)
Windows 10 Deployment Lead – PSBA & Power Link
Mob: 0478586353
Email: dquested@gmail.com
● Mr. Darrin Blank - Department of Agriculture & Fisheries
Client Coordination - Team Leader Windows Migration
Tel: 30878690
Email: Darrin.Blank@daf.qld.gov.au
● Mr. Bruce A Gildersleve
Technical Support Analyst Team Leader
Tel: (07) 3066 5322
Mobile: 0467 813 690
Email: bruce.a.gildersleve@tmr.qld.gov.au
● Mr. Craig Russell
Technical Support Analyst Team Leader
Tel: (07) 3066 2000
Mobile: 0402 607 654
Email: craig.g.russell@tmr.qld.gov.au
Timeline
Service Support Analyst
TMR
08.2022 - Current
EUC Engineer
SRG
03.2021 - 08.2022
Service Desk Officer
Public Trustee QLD
12.2020 - 02.2021
Windows 10 Deployment Engineer
Premiers Cabinet
10.2020 - 11.2020
Windows 10 Deployment Engineer
Premiers Cabinet
07.2020 - 08.2020
Systems Engineer
Airbus Australia
02.2020 - 04.2020
Project Coordinator
Dept of Agriculture & Fisheries
04.2019 - 12.2019
Deployment & SCCM Engineer
Windows, Powerlink
11.2018 - 12.2018
Windows 10 Deployment Engineer
PSBA – QPS
05.2018 - 03.2019
Satellite And Broadband Technologies - Telecommunications Engineering
ITU College
Master of Business Administration -
Australian Institute of Business
Double Diploma of Business and Management -
Careers
Introduction to Computer Science -
UPNG
PETT Electrical Trade Certificate -
- CompTIA Security+
- ITIL Foundation v3
- Dell Servers & FC4700 SAN Training
- McAfee Active Intranet Defence End Point Security
- Microsoft 2000 & 2003 Certifications (AD, Exchange, DNS, ISA, Networking, Design, Implementation, Migration, and Administration)
- Veritas NetBackup for Windows
- Project Management Certificate
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