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 responsibilities:• 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.• Developed and delivered both group and individual training sessions on the utilisation of new and existing technologies to enhance staff competency and productivity.• Established effective working relationships while facilitating clear communication channels between different sections of the Council and external agencies, including City of Darwin ICT hardware and software vendors.• Played a pivotal role in researching, and implementing innovative solutions aimed at optimizing ICT service delivery.• Created and maintained comprehensive documentation, including user manuals, process workflows, and procedures for equipments and systems to ensure consistency and efficiency in ICT operations.My secondary responsibilities:• Engaged with external vendors to integrate new technologies that align with organizational goals.• Coordinated equipment and software audits to ensure compliance with licensing and regulatory requirements, enhancing operational integrity.• Participated in project planning and execution for new ICT initiatives, ensuring alignment with organizational objectives.

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.• Delivered expert Level 2 and Level 3 technical support for critical high priority incidents.• Generated detailed reports of work performed using ServiceNow, facilitating informed decision-making.• Utilized ServiceNow to monitor ticket flow and proactively identify areas for improvement.• Conducted morning checks of all IT systems, preemptively addressing potential issues.• Executed precise workstation installations, relocations, and upgrades.• Troubleshot complex ICT incidents related to a diverse range of hardware.• Installed and upgraded CISCO network switches and Wireless Access Points.• Led the implementation of new UPS installations and completed technical documentation.• Optimized network performance by completing Wi-Fi Surveys and providing recommendations.Secondary Responsibilities:• Provided technical leadership and guidance to the FOT, ensuring alignment with technical support objectives.• Facilitated the training and onboarding of new staff members.• Monitored and maintained the quality of work and adherence to deadlines.• Actively participated in professional development activities.• Mentored junior engineers and trainees within the FOT.

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.• Investigated and used critical analysis to solve issues related to network, hardware, and software problems using NTG ICT tools and services.• Provided accurate information on NTG ICT products and services to NTG clients.• Documented and uploaded detailed reports regarding ICT errors, incidents, and resolutions using ServiceNow.• Responded to incoming requests for ICT support and resolving network, hardware, and software issues for NTG clients, including NT PFES clients using ServiceNow and JIRA.• Used time management and problem-solving techniques to avoid SLA breaches.• Used troubleshooting ICT tools such as MDM Console, Entrust, Active Directory, ServiceNow, JIRA, SSPR, and Microsoft 365 tools.My secondary responsibilities:• Trained new staff in the areas of IT Support.• Managed service centre mailbox queries.• Supported the WHS team.• Created/amended work instruction documentations.• Engaged with senior management and attended industry events in NT.• Participated and provided feedback in fortnightly team meetings.• Completed Percipio courses for Professional Development.

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 are prioritized.Key responsibilities:• 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.• Developed service procedures, policies and set standards.• Managed incident claims and incident reports and developed appropriate responses, including preventative actionsand WHS programs.• Trained staff in areas of customer service and organisational expectations.• Managed staff coverage and customer flow and ensured proficient customer service.• Monitored and authenticated bulk returns, exchanges, and voids.• Investigated and solved customer service complaints.My secondary responsibilities:• Facilitated regular team meetings to enhance communication, gather feedback, and foster a collaborative work environment, ultimately improving team cohesion and morale.• Analyzed customer feedback and service metrics to identify trends and drive improvements in service delivery and overall customer satisfaction.• Developed and conducted training workshops for staff to enhance customer service skills and ensure adherence to organizational standards.• Implemented quality assurance processes and mentored team leaders, contributing to performance monitoring and succession planning within the team.

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