Obaid Abid
Dubbo,Australia
Summary
Experienced IT support professional with a strong background in end-user computing, service desk management, and technical troubleshooting. Currently serving as an EU Support Officer at WaterNSW, providing efficient support for hardware and software, leading key projects, and enhancing service performance. Previous experience at Apple has honed technical skills and leadership abilities. Passionate about continuous learning, currently studying Data Science to further expand expertise and stay ahead of industry trends.
Overview
14
14
years of professional experience
1
1
Certification
Work History
EU Support Officer
WaterNSW
10.2023 - Current
- Deliver exceptional service desk support, promptly resolving incidents and managing service requests to ensure seamless operations and minimal disruption to regular services
- Consistently exceed customer expectations by providing expert assistance and adhering to agreed-upon service levels, resulting in high levels of customer satisfaction
- Develop comprehensive documentation, including detailed processes and 'How-to' guides, to facilitate knowledge transfer and empower service desk staff and WaterNSW users
- Successfully collaborate with stakeholders, internal teams, and executives to launch multiple sites across New South Wales, demonstrating effective project management and coordination skills
End User Computing Officer
WaterNSW
04.2021 - 10.2023
- Provide first and second level support to resolve escalated incidents, ensuring prompt and courteous response to all calls and meeting agreed service levels
- Administer the Service Desk's telephony and software tools, ensuring efficient and effective handling of all support requests
- Coordinate with third-party service and maintenance providers to ensure proper functioning of EUC equipment and software, following authorized warranty and repair processes
- Monitor and measure service performance through progress reports, submissions, assessments, and statistics, identifying areas for improvement and implementing measures to enhance Service Desk performance
- Assist in the configuration, procurement, installation, and implementation of WaterNSW Standard Operating Environment (SOE), office software, application software, personal computers, printers, telephones, mobile phone management, and cabling solutions
- Maintain clear and concise documentation of support activities, facilitating knowledge transfer and ensuring accurate and up-to-date information for future reference
- Collaborate with cross-functional teams to identify and resolve complex technical issues, ensuring minimal disruption to operations
- Stay updated with industry trends and best practices, continuously enhancing technical skills and knowledge to provide effective support and solutions
Security Officer - Various Locations
MSS Security
02.2020 - 04.2021
- Employed as a security officer at diverse and high-profile locations, including Qantas Freight, Qantas Jet-base, the Qantas ACAMS control room, and DHL
- Key Achievements: Attained proficient certification as an X-ray screener for freight services, specifically at DHL
- Completed comprehensive training in operating within the Qantas ACAMS control room with success
Security Officer - Events
Guardian Venue Management International
12.2019 - 04.2021
- Working as a security officer at various events
Security Officer - Liverpool Hospital
Wilson Security
07.2019 - 05.2020
- Monitor, assist and manage scheduled patients in wards, Intensive care unit and mental health unit
- The role involved working with people with disabilities, injuries or mental health
Apple Senior At Home Advisor
Apple Inc
06.2017 - 11.2019
- Working in a call centre environment, providing expert technical assistance and world class customer service to Apple's customers worldwide in retail stores and workplaces along with home users, supporting MacOS, iOS and Windows operating systems
- Key Achievements: Achieved full marks on the final exam after extensive training
- Successfully achieved high marks to take on Mac support role
- Identified a visualiser tool that was then mandated as a necessary software for the entire Apple Care business unit
Apple At Home Advisor
Apple Inc
02.2016 - 06.2017
- Performed various office duties, also performed some retail duties and customer service duties over the phone and in the retail store environment
- My main position was to take photographs of car parts, edit them to suit the needs of the store and then use the edited versions to create online ads on the store website
- Key Achievements: Excelled in the use of Photoshop and MOB (My Online Business)
- Gained experience in the construction of V8 engines
- Gained extensive knowledge of car components
Security Officer at UTS
MSS Security
08.2014 - 02.2016
- Worked at The University of Technology Sydney looking after various different buildings
- Provided customer service to the university's students, staff and visitors
- Assisted with office duties
- Key Achievements: Participated in successful opening of the new Law building, which was designed by Frank Gehry
- Successfully trained new staff for the role at the UTS Library security desk
- Assisted in the training of staff at student housing buildings
- Successfully looked after the main housing building while working independently on the weekends
Security Officer - Liverpool & Nepean Hospitals
E Group Security
08.2012 - 02.2016
- Performed various duties including but not limited to checking bags for entry, various patrol duties, checking ID's at bars
- Provided great customer service, retail assistance and performed cash handling duties
- Key Achievements: Took on the role of response team leader multiple times
- Successfully lead teams of 3 or more security officers in different positions
- Stationed at corporate locations during events multiple times
- Worked at many different high profile events such as: NRL Matches, AFL Matches, State of Origin Matches, V8 Supercars, many concerts, The International Fleet Review
Security Officer at ANZ Stadium
NES Security
03.2012 - 08.2014
All Rounder
Sydney Speed Supplies
01.2011 - 02.2012
Education
Graduate Certificate in Applied Data Science -
Charles Sturt University
07.2024
Bachelor of Science - Medical Nanotechnology
University of Western Sydney
01.2014
Higher School Certificate -
James Busby High School
01.2009
School Certificate -
James Busby High School
01.2007
Skills
- Customer Service
- Technical Support
- Microsoft Windows
- Microsoft Office
- MacOS
- IOS
- Project Management
Certification
- Apple Certified Mac Technician, 07/01/18, Apple Inc
- Apple Certified iOS Technician, 07/01/18, Apple Inc
- Certificate of Training, 06/01/08, Australian Air Force Cadets 307 Squadron
- Certificate of Training, 09/01/07, Australian Air Force Cadets 307 Squadron
- The Siemens Science Experience, 01/01/07, Science Schools Foundation Inc.
- Certificate I in Information Technology (ICA10101), 12/01/06, TAFE NSW
Timeline
EU Support Officer
WaterNSW
10.2023 - Current
End User Computing Officer
WaterNSW
04.2021 - 10.2023
Security Officer - Various Locations
MSS Security
02.2020 - 04.2021
Security Officer - Events
Guardian Venue Management International
12.2019 - 04.2021
Security Officer - Liverpool Hospital
Wilson Security
07.2019 - 05.2020
Apple Senior At Home Advisor
Apple Inc
06.2017 - 11.2019
Apple At Home Advisor
Apple Inc
02.2016 - 06.2017
Security Officer at UTS
MSS Security
08.2014 - 02.2016
Security Officer - Liverpool & Nepean Hospitals
E Group Security
08.2012 - 02.2016
Security Officer at ANZ Stadium
NES Security
03.2012 - 08.2014
All Rounder
Sydney Speed Supplies
01.2011 - 02.2012
Bachelor of Science - Medical Nanotechnology
University of Western Sydney
Higher School Certificate -
James Busby High School
School Certificate -
James Busby High School
- Apple Certified Mac Technician, 07/01/18, Apple Inc
- Apple Certified iOS Technician, 07/01/18, Apple Inc
- Certificate of Training, 06/01/08, Australian Air Force Cadets 307 Squadron
- Certificate of Training, 09/01/07, Australian Air Force Cadets 307 Squadron
- The Siemens Science Experience, 01/01/07, Science Schools Foundation Inc.
- Certificate I in Information Technology (ICA10101), 12/01/06, TAFE NSW
Graduate Certificate in Applied Data Science -
Charles Sturt University
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