Summary
Overview
Work History
Education
Skills
Certification
Referees:
Soft Skills
Timeline
Generic

Mostafa Jabar

Tarneit,VIC

Summary

I am passionate and customer-focused Desktop Support professional with 2 years of experience in providing efficient technical assistance and troubleshooting solutions to optimize end-user productivity. I am seeking a challenging IT role in a company that will utilise my broad skill sets and one that will provide the opportunity for growth and advancement of my career.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Desktop Support

Clemenger Group Limited
10.2021 - Current
  • Provide in-person and remote technical support to 1000+ users across the Australasia Region for primarily Windows and MacOS devices to ITIL standards
  • Manage the lifecycle of tickets via Alloy and SeriveNow ICT ticketing system
  • Relocate users to new workstations, including moving and connecting assigned equipment
  • Unbox and physically setup devices in preparation for configuration and follow processes to setup Windows and MacOS based IT systems
  • Administration of Windows Servers 2008-2016 services, including Active Directory, Group Policy, File Server, and DHCP reservation
  • Conduct monthly audits for various systems and services, including our backup services, service redundancy, and general operations
  • Bring up hardware repairs to third party providers as needed
  • Assist in developing and updating ICT Knowledge base articles
  • Maintained local IT knowledgebase by routinely updating and creating new technical documentation
  • Liaising with external technical support staff and third-party vendors regarding fault resolution and support
  • Monitor and schedule backup jobs on Commvault Backup System

Technical Services Deployment Technician

Fujitsu Australia Limited
07.2021 - 08.2021
  • De-install/installation IT devices such as Point of Sale (POS), network devices, and PC workstations
  • Troubleshoot any hardware issues
  • Provide quality customer service
  • Adhere to company policies and procedures

Customer Service Team Member

Spotlight
09.2013 - 12.2020
  • Provide quality customer service
  • Supervise stock team member
  • Ensure all stock is received and replenished
  • Contribute to store's sales and profit targets
  • Assist with picking and packing online orders


Level 1 Service Desk Analyst

Spotlight Retail Group
06.2019 - 08.2019
  • Provide 1st Level IT support to stores, support group and DCs via phone and in person
  • Log, manage and closure of incidents and service requests in the ITSM toolset
  • Diagnosis and troubleshoot technical issues
  • Where first point of resolution is not possible, follow appropriate escalation procedures
  • Provide excellent, helpful service to all employees and stakeholders across all communications

Education

Certificate IV in Information Technology -

UpSkilled
05.2019

Bachelors Degree - Electrical and Electronics Engineering

Victoria University
11.2012

Skills

  • Working knowledge of Windows, MacOS and Android platforms
  • Understanding of Security Tools (Antivirus, Encryption)
  • Remote Tools (TeamViewer, LogMeIn, RDP)
  • Experience in operations ITIL framework
  • Installation of workstation, telephony, and mobile hardware/software as required
  • Tools, software and environments used are: VMware AirWatch, Jamf, ServiceNow, SharePoint, OFFICE365, Windows 10/11, Zoom, Cisco Webex, MS Teams, Microsoft Active Directory, Group Policy, Commvault, Citrix, Adobe Creative Cloud, ServiceNow, Alloy

Certification

  • ITIL Foundation in IT ServiceManagement V4, PeopleCert - 06/2020
  • CompTIA IT+ Fundamentals, CompTIA - 11/2019

Referees:

Available upon request

Soft Skills

  • Customer Service
  • Patience
  • Communication
  • Teamwork
  • Problem Solving
  • Phone Etiquette
  • Time Management

Timeline

Desktop Support

Clemenger Group Limited
10.2021 - Current

Technical Services Deployment Technician

Fujitsu Australia Limited
07.2021 - 08.2021

Level 1 Service Desk Analyst

Spotlight Retail Group
06.2019 - 08.2019

Customer Service Team Member

Spotlight
09.2013 - 12.2020

Certificate IV in Information Technology -

UpSkilled

Bachelors Degree - Electrical and Electronics Engineering

Victoria University

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Mostafa Jabar