Robbie Ghanem

Experience

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  Woolworths Limited

  Jan 2002 - Jan 2008

  Sales & Produce Assistant

  • Maintaining AutoStockR routine and stock management principles.• Meeting weekly sales figures and gross profit targets.• Assisting in training new staff.• Providing quality customer service.• Ensuring safe work environment for staff and consumers at all times.• Adhering to OH&S policies in the workplace.• CPR Training (Workplace Level 1).

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  Monash University

  Jan 2006 - Dec 2006

  Industrial Experience Project - Project Team Leader

  Working in a team of five, we were required to develop a computer based web application to meet our client’s requirements.• Delegating and coordinating team members with responsibilities and tasks• Working in a team to achieve group goals & meet deadlines.• Maintaining client contact on a weekly basis.• Supervising and mentoring group members.• Managing information and resources.• Organising meetings outside of university hours to meet deadlines.• Managing project timeline and milestones. Show less

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  Retravision

  Jan 2008 - Jan 2009

  IT Helpdesk Analyst

  • Providing Level 1 & 2 troubleshooting to store owners and internal staff.• Providing phone & remote support for over 150 VIC, TAS and NSW stores.• Troubleshooting printer, network, hardware and software related problems.• Liaising with 3rd party companies to resolve customer issues.• Imaging & sending out terminals and servers for store upgrades.• Ordering, receipting and asset tracking of stock inventory.• Issuing estimates for store hardware / software purchases.• Providing after hours and week end support for stores.• Conflict resolution with displeased customers.• Documentation management in a help desk environment.• Adhering to structured problem solving steps.• Meeting service level agreements on a daily basis.• Metro / Regional Victorian Store migrations.• Traveling to required stores for onsite installations.• Adding store computers to the new corporate domain.• Making sure POS system and all other applications, including 3rd party software is functioning.• Training store staff on using web mail and Retranet. Show less

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  Stillwell Motor Group

  Jan 2009 - Jun 2009

  IT Assistant

  • Providing support across 19 dealerships throughout Victoria, with a main focus on Bib Stillwell BMW, Volvo, Jaguar, Ford, Nissan, Renault & Kia.• Supporting the I.T Manager in their role; including logging calls, handling I.T queries and faults, trouble shooting problems and primary level help desk support.• Provide general systems support, including first point of contact for most network, server and workstation hardware and application issues, including printing and email problems.• Monitoring BMW main server for parts database and vehicle identification number information and ensuring updates are installed correctly.• Communicating with BMW Support team in Hungary.• Ensuring policies and procedures are up to date and effective.• Carry out software updates and patches across the sites.• Ensure backup verification is performed daily.• Develop, update and implement systems documentation.• Perform technical audits as required.• Provision of after-hours support to meet operational requirements.• Ensure workplace occupational health and safety (OH&S) is successfully administered and the I.T environment is safe for all users.• Daily meetings with I.T manager for consultation and problem notification.• Configuring POS software and dealer management software.• User creation in Linux based environments.• Computer hardware troubleshooting and repairing.• Remote assistance and site travel as required. Show less

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  Oasys IT

  Nov 2009 - Apr 2010

  Helpdesk Engineer

  • Providing first point of contact to client email, printing, internet faults and all hardware and software issues and escalating when required.• Proficient use of Kaseya call logging software.• Dealing with 3rd party vendors for the support of certain accounting software packages and hardware specific equipment.• Daily monitoring of backup logs and server performance reports.• Ensuring customer courtesy calls are completed weekly.• Creating and updating client documentation and internal processes and procedures.• Creation and modification of user accounts and email addresses. Show less

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  Iveco

  Apr 2010 - Nov 2011

  Level 2 Helpdesk Officer

  • Supporting over fifty remote sites with a large head office user base.• Adhering to a rotational monthly roster.• Effectively managing and training new helpdesk employees.• Ensuring SLA’s are met on a daily basis.• Providing remote support for network and desktop faults.• Managing Active Directory across three domains.• Creating and maintaining Cisco phone system.• Creating and maintaining Momentum Pro users and print cues.• Reimaging of Wyse terminals and Citrix server farm management.• Ensuring work bench and I.T areas are cleaned and safe for all staff.• Assist with asset management of all equipment using InfraEnterprise client.• Decommissioning of old equipment and disposing responsibly.• Setting up and troubleshooting Tandberg & Aethra video conference units.• Conduct weekly off-site backups of local fileserver and daily backups of POS system data.• Building SOE’s for Windows XP and Windows 7.• Troubleshooting engineering department applications such as Catia and AutoCAD.• Follow up all escalated calls at the end of the week for resolution.• Raise all service desk issues and project work during weekly team meetings with I.T department.• Implementing Cisco Call Manager and rolling out desk handsets and wireless units to all staff.• Configuring and deploying iPhone 4 handsets and profiles to management.• Building a Windows 7 64 Bit Platform for Chrysler Australia Group for 50 onsite users.• Building a Windows 7 64 Bit Platform for the Engineering department.• Refreshing all printer hardware onsite with OCE and Xerox MFC devices.• Travelling to newly acquired dealerships for hardware audits and equipment refresh planning. Show less

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  World Vision Australia

  Nov 2011 - Aug 2015

  Senior Desktop Support Technician

  • Managing Service Now queue on a daily basis.• Delegating and assigning tasks to 1st & 2nd Level support.• Providing feedback and coaching to team via performance & development agreements.• Providing technical support and responding to user enquiries for all desktop/laptop, software applications and mobile devices.• Troubleshooting incidents and prioritising tasks as needed.• Creating and maintaining technical user manuals.• Maintaining major incident and problem call processes.• Developing training material for staff.• Assisting in the up-skilling of knowledge between team members.• Adhering to technical and operational policies and processes in the workplace.• Ordering and asseting hardware & software.• Providing out of hours phone support (as per the roster).• Requirements gathering for the new IT service management tool (ServiceNow) and user administration training.• Implementation and management of ITSM tool – Service Now.• Lotus Notes upgrade from version 6 to 8.5.• Cutting over to Exchange environment from Lotus Notes.• Mobile device management via Airwatch.• Porting all mobile services from Optus to Telstra – Nationwide.• Upgrading Canon print fleet to Konica – Nationwide.• Travelling to state offices for hardware auditing/maintenance/life cycle refresh procedures.• Creating and presenting IT training videos in house to staff. Show less

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  Adairs Retail Group

  Aug 2015 - Sept 2016

  Senior Service Desk Analyst
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  Medibank

  Oct 2016 - Apr 2022

  • Security Operations Engineer

    Jan 2020 - Apr 2022

  • Senior IT Technician & Executive Support

    Oct 2016 - Dec 2019
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  Prezzee

  Apr 2022 - now

  Security Analyst