Obaid Abid Email & Phone Number

Dubbo, New South Wales, Australia

- 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.

Dubbo, New South Wales, Australia

- Support the operations of the Service Desk and provide reactive and proactive incident resolution & service request management to facilitate the restoration of normal operational service.- Ensure minimal impact on the customer within agreed service levels and business priorities.- Create documentation detailing processes and "How-to" guides for service desk staff and WaterNSW users.Key Achievements:- Worked with key stakeholders to commission the Dubbo Office location to accomodate staff "return to work" after lockdowns.- As a project performed a company wide MDM migration to change all mobile devices to a Microsoft Intune MDM solution.- Leading a project to implement and test a POC for a new printing solution for the company.

Sydney, New South Wales, Australia

Working as a security officer at various different locations, such as Qantas Freight, QantasJet-base and DHL. Key Achievements:- Successfully trained as an X-ray screener for freight services such as DHL. - Successfully completed training in Qantas ACAMS control room.

Sydney

- Working as a security officer at various stadiums and events.

Liverpool, Australia

Working as a security officer at various sites such as Liverpool Hospital & BankstownHospital.Key Achievements:- Successfully completed the required training to commence work at Liverpool Hospital.

Sydney, Australia

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, working on networking issues, setting up new users in MacOS and Windows, resetting user passwords for MacOS.Day to day responsibilities included:- Receiving inbound calls, liaising with Senior Systems Engineers for unresolved cases,following up with customers that require further assistance. Key Achievements:- Successfully completed AppleCare iOS Technician & AppleCare Mac Technician Certification training and exams.- Started taking on a more manager focused role within the team.- Successfully completed the required assessments to progress to the senior advisor level. Played an integral part in changing processes for multiple areas.- Successfully took on and solved challenging cases.

Sydney, Australia

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.

University Of Technology Sydney

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.

Sydney Olympic Park

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.

Hoxton Park

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.

Bachelor Of Science (Bsc), Medical Nanotechnology

Areas of Study: Nanotechnology, Physics, Chemistry, Biology, Mathematics, Physiology and Information Technology.

Higher School Certificate

Areas of Study: Advanced English, Mathematics, Physics, Chemistry, Biology.

School Certificate

Areas of Study: English, Mathematics, Science, History, Geography, PDHPE, Metalworks, Woodworks.

Certificate I In Information Technology

Areas of Study: Microsoft Windows, Microsoft Office, Adobe Photoshop