Summary
Overview
Work History
Education
Skills
Hobbies
Qualities
Timeline
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Rizwan Jabbar

Summary

As a skilled Service Desk Agent with experience working in fast-paced environments, I have a proven track record of achieving first call resolutions and ensuring customer satisfaction. At Brennan IT, I quickly became the internal contact for technical issues within the Brisbane office, while at First Focus I hit the ground running and efficiently used their ticketing system and knowledge base to take calls and close tickets. At Acumentis, I earned the "Support our People" award within my first year and streamlined the device rollout process, reducing rollout time from two weeks to two hours. I am a natural leader who has led the Service Desk team and provided answers to department heads in the absence of my manager. With a passion for customer service and IT, I am eager to continue learning and growing my skills in a technical environment.

Overview

7
7
years of professional experience

Work History

IT Service Desk Analyst

Acumentis
06.2020 - Current
  • Developed and implemented preventive maintenance procedures.
  • Translated complex technical issues into digestible language for non-technical users.
  • Installed and configured operating systems and applications.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured and tested new software and hardware.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Offered assistance in implementing and developing training programs.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Tested new software and hardware prior to deployment.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Created user accounts and assigned permissions.
  • Documented support interactions for future reference.
  • Generated reports to track performance and analyze trends.

Service Desk Technician

First Focus
01.2020 - 06.2020
  • First Focus I was working, With responsibilities of taking calls, creating tickets using ConnectWise to manage and troubleshooting issues
  • Here I picked up skills with apps I had not used before such as ConnectWise Manage, ConnectWise Control Centre, Thycotic, IT Glue, Bright Gauge and more
  • I would regularly check my stats on Bright Gauge and would constantly come in the top 5 call takers for the day
  • Configured hardware, devices, and software to set up work stations for employees.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Installed and configured operating systems and applications.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Created user accounts and assigned permissions.
  • Resolved common user concerns by utilizing preset issue resolution scripts.

Labourer

UCG and Smarthomes Technology Solutions
09.2019 - Current
  • At UCG I started training to become an NBN technician
  • This included installing pits, running cables to locations advised, while solving and overcoming complex issues that would stop projects from proceeding
  • During this time, I also did prewiring for Smarthomes Technology Solutions
  • Here I was responsible for reading floor plans and deciding the best course of action, considering customer preference and ideas
  • Then act on those plans to make the client's vision a reality
  • We also took on jobs from Provision and data#3 that involved setting up offices with the requested hardware and software.

Service Desk Analyst

Resolution Technology
07.2019 - 08.2019
  • At Resolution IT I was responsible for managing the main team ticket queue and assigning jobs as they came through including high priority issues
  • At times I would try and manage the team as well as the queue, allocating time on and off the phones for my colleagues to work through their own queue and manage the team queue
  • In my short time there I was able to build relationships with a few clients and provide them with exceptional service
  • I was able to assist my colleagues with getting up to speed with the MSP role and how to manage the role as well as provide assistance with troubleshooting issues.

Service Desk Analyst

Brennan IT
01.2017 - 06.2019
  • At Brennan IT I was responsible for taking and making calls throughout the day, helping customers and providing them with an experience they'll remember
  • I moved into the job straight out of high school and had been improving my skills and acquiring new roles in the company as I went
  • I worked with strong team of individuals, half of who I have helped train
  • I handle a log of different issues which I prioritize according to company standards while also helping the team reach their goals and jumping on their workload if they need assistance.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Offered assistance in implementing and developing training programs.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Cleaner

Private Commercial Cleaning
01.2009 - 11.2017
  • In cleaning I was allocated with a number of responsibilities such as vacuuming, mopping wiping tabletops and glass surfaces, I was also responsible for setting passcodes, unlocking and locking all facilities and securing all gates
  • The job requires a good eye for detail and demands little to no errors
  • Furthermore, as the business was private, I was responsible for creating and lodging all Tax Invoices to the third party providing us revenue for our services.

Crew Member

Yaz Khebabs
02.2015 - 05.2015
  • At Yaz Khebabs I was responsible for a number of duties such as always maintaining a clean and tidy workplace, making sure the salads were always topped up, the meats were constantly shaved, the hotboxes were always topped up, restocking items in the shop (such as drinks), preparation of all salads and extras, constantly washing dishes and closing down the shop
  • During this period of work, I was constantly trusted to run the shop alone
  • (Due to new owners all employees were removed in May)

Volunteer

St Joseph's Catholic Primary School
09.2014 - 09.2014
  • 1 month or less)
  • Three days of volunteering
  • Assisting with anything the school required
  • E.g
  • Cleaning, paperwork, rearranging books in the library, fixing and erasing history on student iPads, disinfecting surfaces for the younger children, etc.

Michelle's Patisserie
04.2014 - 04.2014
  • 1 month or less)
  • One week of work experience during high school
  • Skills\ Experience
  • During my 5+ years as an SDA I have assisted in printer setups; maintenance; installation on devices, account creations, troubleshooting and resolving Windows 10, 8, 7 and XP issues and resolving networking issues remotely
  • I have experience with RDM, LabTech, Keypass, Teams, Citrix, RDS, VPN, RSS, Cisco, Office 365 (application and licensing), Microsoft Exchange, Active Directory, (Security and Distribution groups, account creation, deletion and modification), Reimaging, resetting, PXE booting devices, Access Database, Microsoft Azure, Microsoft Intune, PowerShell, SQL, Mitel, Oria, Transcription Modules, Airlock, WIP and Mimecast
  • I can provide remote phone support (Android & Apple),Bomgar remote support, TeamViewer, iOS support
  • Experience using SNOW - Service Now, Zendesk, Connect Wise, and ITIL based learning infrastructure, resolving Outlook issues including mail profile or add-ins
  • I have trained new staff and assisted them with ticket management, problem resolution, call handling, email formatting.

Education

High School Diploma -

Corinda State High School
Corinda, QLD
2016

Certificate II in Active Volunteering -

Corinda State High School
Corinda, QLD
2016

Certificate II in Information, Digital Media and Technology -

Corinda State High School
Corinda, QLD
2016

Certificate III in Business -

ARC
2018

Kevin Mitnick Security Awareness Training From KnowBe4 -

KnowBe4
2019

First Aid, CPR And Emergency Life Support -

Australia Wide First Aid
2019

Skills

  • Printer setup, maintenance, installation, and troubleshooting
  • Resolving Windows 10, 8, 7, and XP issues
  • Resolving networking issues remotely
  • Experience with RDM, LabTech, Keypass, Teams, Citrix, RDS, VPN, RSS, Cisco, Office 365 (application and licensing), Microsoft Exchange, Active Directory (Security and Distribution groups, account creation, deletion and modification), Reimaging, resetting, PXE booting devices, Access Database, Microsoft Azure, Microsoft Intune, PowerShell, SQL, Mitel, Oria, Aircall, Transcription Modules, Airlock, WIP and Mimecast, OnePassword
  • Remote phone support (Android & Apple), Bomgar remote support, TeamViewer, iOS support
  • Experience using FreshService, SNOW - Service Now, Zendesk, Connect Wise, and ITIL-based learning infrastructure
  • Resolving Outlook issues, including mail profile or add-ins
  • Training new staff and assisting them with ticket management, problem resolution, call handling, and email formatting
  • Application deployment via Intune
  • Issue Troubleshooting
  • Collaborative Team Player
  • Service Desk Team Management
  • Issue and Resolution Tracking

Hobbies

I enjoy fishing and gaming, I am also very fond of 4WDing and enjoy going on rural camping trips with my friends and family over long weekends and breaks.

Qualities

  • Fast learner
  • Fun personality
  • Friendly and confident
  • Great with people
  • Motivated
  • Fun and positive vibes while working
  • People person
  • Experience with working within a team
  • Good with computers
  • Self-Confidence
  • Enthusiastic
  • Professional presentation
  • Able to adapt to situations and resolve problems on the go

Timeline

IT Service Desk Analyst

Acumentis
06.2020 - Current

Service Desk Technician

First Focus
01.2020 - 06.2020

Labourer

UCG and Smarthomes Technology Solutions
09.2019 - Current

Service Desk Analyst

Resolution Technology
07.2019 - 08.2019

Service Desk Analyst

Brennan IT
01.2017 - 06.2019

Crew Member

Yaz Khebabs
02.2015 - 05.2015

Volunteer

St Joseph's Catholic Primary School
09.2014 - 09.2014

Michelle's Patisserie
04.2014 - 04.2014

Cleaner

Private Commercial Cleaning
01.2009 - 11.2017

High School Diploma -

Corinda State High School

Certificate II in Active Volunteering -

Corinda State High School

Certificate II in Information, Digital Media and Technology -

Corinda State High School

Certificate III in Business -

ARC

Kevin Mitnick Security Awareness Training From KnowBe4 -

KnowBe4

First Aid, CPR And Emergency Life Support -

Australia Wide First Aid

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Rizwan Jabbar