Farhan Khan Email & Phone Number

Darwin City, Northern Territory, Australia

Department of Corporate and Digital DevelopmentAgency Business Systems - Human and Shared Services

• Worked the sole ICT Officer where I managed corporate relationships with software and hardware vendors and collaborated closely with the ICT team to ensure seamless service delivery and support.My primary.
• Provided support to City of Darwin staff within a Microsoft-centric environment, including Windows, Microsoft 365, and other business specific systems.
• Supervised and guided staff members within the business unit to ensure seamless service delivery.
• Oversaw and supported the efficient operation of ICT services for staff and customers including escalating issues and liaising with external vendors.
• Collected, organised, analysed, and presented statistical data with meticulous attention to detail and accuracy to inform decision-making processes.
• Conducted comprehensive inductions and training sessions, ensuring proficient use of systems and equipment.

Onsite Royal Darwin Hospital & On-Call NT PFES/VIP

• Worked as the Senior Engineer Onsite Support Officer (DS1) based at Royal Darwin Hospital and On-Call Engineer for VIP & NT PFES.Primary Responsibilities:
• Provided technical leadership within the Field Operations Team (FOT) of RDH ensuring operational excellence at Level 2 and Level 3 IT support.
• Managed escalated incidents, VIP support requests, and resolved P2/P3 incidents promptly to minimize disruptions and maintain productivity.
• Developed and optimized technical work instructions, streamlining processes for superior Level 2 and Level 3 support.
• Implemented Windows Enterprise OS deployments using Microsoft SCCM for standardized and secure operating environments.
• Oversaw software collections and deployment requests in Microsoft SCCM, ensuring precise software provisioning and compliance.

Darwin City, Northern Territory, Australia

• Worked at the Northern Territory Government ICT Service Centre (SC1)My primary responsibilities:
• Managed all incoming ICT interactions and incidents as FPOC.
• Processed ICT modifying requests from ICT managers and coordinators of NTG agencies.
• Performed remote troubleshooting diagnosis by following ICT work instructions.
• Liaised with government clients and determining the best solution within the SLA.
• Assisted NTG clients through the problem-solving process by following work instructions.

Darwin, Northern Territory, Australia

• Worked 7 years in customer facing and support role, where I have proven my strong customer service and leadership skills, supporting, and managing a team of over 50 staff on a 24/7 roster while ensuring customer needs.
• Managed over 50+ staff and ensured smooth store operations with over 95% voice of customer satisfaction rate.
• Hired new Full-time/Part-time/Casual Customer Service Associates based on team requirements, standards, andcorporate direction within approved annual budget.
• Managed the recruitment/interviewing and advertisement.
• Strategized and oversaw the daily activities of customer service operations.
• Managed performance improvement plans and developed teams and individuals.

Bachelor Of Information Technology, Higher Distinctions, Distinctions, Credit & Pass

Activities and Societies: Received High Achievers Award for outstanding Academic performance.Successfully completed below units.

Certificate 4 In Business, Business Administration And Management, General

Successfully completed below units: - Organise Meetings - Administer Projects - Address Customer Needs - Support the Recruitment.

Certificate 3 In Business, Business, Management, Marketing, And Related Support Services

Successfully completed below units: - Deliver and Monitor a Service to Customers - Work Effectively With Diversity - Process Payroll.

Acs Professional Environments Course (Pe), Information Technology

Activities and Societies: Participated in ACS ICT Networking events and obtained 50 CPD Points.With distinction, I topped the ACS.

Acs Professional Year Program

Completed the ACS Professional Year Program, developed by the Australian Computer Society (ACS) to gain the skills and training required.

Professional Writing, History & Media

Oua General Program

Successfully completed 3 units with below learning outcomes: - Learned about the history of humans - Developed creative and professional.

International General Certificate Of Secondary Education

IGCSE

General Certificate Of Education

GCE