FRANCES RABICI
Bothell,WA
Summary
I will work to the utmost best of my ability with the company I am employed with Astute IT Support with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
9
9
years of professional experience
Work History
ICT HELPDESK ASSISTANT
PACIFIC COMMUNITY SPC
08.2019 - 04.2023
Helpdesk Support
- Provided level 1 Support for helpdesk issues as directed by ICT technician - Handling incoming queries and requests from end users in person, via emails, over the phones and also requests sent via our Service Now Portal
- Maintaining effective communications with users - Keeping records and details of users issues - Asset Management of user equipment
- Desktop and System Troubleshooting and Maintenance - Provided basic troubleshooting services to SPC Staff laptops, desktops and devices - Installation and setup of new desktops and laptops for new staff - TCP/IP Protocol Suite; TCP/IP services - Net masking and routing - Windows 10/11 experience - Windows server 2012 administration - Office 365 experience - Manage antivirus for users - Manage email filtering to ensure timely delivery of emails and escalate accordingly - Ensure all data is properly backed up to one drive - Firewall
- End User – software and Hardware Support - Maintenance and support for other network devices - Manage Service Desk, i.e
- All users, meeting, network, IS requests, incidents and problems are addressed in a timely manner and all tickets are documented and updated - Manage and coordinate all user’s issues and support - Updating of approved software list for all users - Provide hardware refresher (newcomers guide for new users) and Printing support -
- Conference Support - Assist with ICT support for conference and meetings - Ensuring all equipment is functioning well - Ensure that all meeting tickets and schedules are updated via the help desk
- Setup and support of requested IT equipment and configurations if required for meetings - Provide Hardware Meeting equipment, telephone support and meeting support - Work under the supervision of the Network /Meeting Support Coordinator to ensure that all meetings are supported with minimal outages - Communication/liaise with meeting organizers and stakeholders and hiring of additional support when required
- Support experience in zoom, Cisco WebEx, MS Teams - Experience and knowledge in set up / support of meeting/event audio systems – Bosch /PA sound system
- System Admin and Network Support - Assist in first line troubleshooting for all network issues - Assist in UPS support - Assist in cabling works - Regular test on network and inform the Sysadmin team on network issues - Assist on wireless and wired administration and provide first level support - Network support
- Remote Site Support - Users at remote sites receives adequate support via remote access
- Providing remote assistance when a staff is working from home or on duty travel.
IT Officer
WATER AUTHORITY OF FIJI
06.2018 - 06.2019
- Responsible for assisting in the overall administration, maintenance, security, monitoring, and performance of nation-wide network, technical support and related support systems to ensure optimal performance
- KEY TASKS
- Advise and assist in the overall day-to-day operations of ICT team: - Ensure that user issues (level 1 and 2) are attended to efficiently and in a timely manner - Provide Level 3 support -
- Helpdesk Support - Contribute to the development of a Helpdesk system that ensures requests for work areprioritized and completed in line with the department’s standards - Install software as required and to expected standard - Assist personnel with installation, configuration and ongoing usability of system hardwareand software - Offer daily operations and systems support to personnel - Verify functionality of hardware and software components - Troubleshoot hardware and software issues in person, remotely and via phone - Assist employees with computer problems and answer their questions - Conduct daily network backup operations
- ICT hardware installation and maintenance - Manage installation and configuration of new and existing IT equipment - Carry out repairs and maintenance to hardware to maximize the efficiency of equipment
- Cabling Infrastructure - Assist in the management and maintenance of the company’s network cabling infrastructure
- Network - Manage the monitoring of all WAF sites using Solarwinds - Assist in troubleshooting and diagnosing when there is downtime - Assists with day-to-day networking tasks to ensure network reliability, availability andserviceability within minimal interruption - Provides technical support, responds to work orders and tickets from the users, analyses andsolves reported network problems
- Video Conferencing - Manage the setup and successful connectivity of video conferencing
- Procurement of IT Assets - Calling out quotations from vendors - Raising IRO’s - Raising payments - Following up with pending delivery of Assets.
IT ASSISTANT
WATER AUTHORITY OF FIJI
03.2014 - 06.2018
- User fault - PC Repair and Maintenance - Helpdesk Support - Printer Fault (connection, paper jam) - Toner Installation - Network Installation - Troubleshooting Network connectivity - Downloading and installing drivers - OS installation (win 7 win 8 win 10)
IT ATTACHEE
FIJI NATIONAL UNIVERSITY
11.2013 - 03.2014
- Troubleshooting and resolving user issues - OS installation - Software installation (Microsoft office 2007/2013, Antivirus, Adobe, Nitro PDF etc.) - Resolving and troubleshooting
Education
Certificate of ICT Customer Service Training -
DIPLOMA - IT NETWORKING
TAFE WESTERN SYDNEY INSTITUTE BY FIJI
NATIONAL
UNIVERSITY Certificate in Technician – Copper Certificate in Technician – Fiber - undefined
Skills
- Creative Issue Resolution
- Network Hardware and Software Maintenance
- Installing Network Cable
- Component Replacements
- Hardware Repair
- Troubleshooting Network Issues
- Knowledge Base
- Computer Imaging Software
- Backup Recovery
- Issue and Resolution Tracking
- Help Desk Support
- New Installations
- Printers and Peripherals
- Administrative Duties
- Microsoft Windows and Office
- Warranty Requirements
- Critical Thinking
- Technical Support
- Support End-Users
- Friendly and Patient
Timeline
ICT HELPDESK ASSISTANT
PACIFIC COMMUNITY SPC
08.2019 - 04.2023
IT Officer
WATER AUTHORITY OF FIJI
06.2018 - 06.2019
IT ASSISTANT
WATER AUTHORITY OF FIJI
03.2014 - 06.2018
IT ATTACHEE
FIJI NATIONAL UNIVERSITY
11.2013 - 03.2014
Helpdesk Support
Certificate of ICT Customer Service Training -
DIPLOMA - IT NETWORKING
TAFE WESTERN SYDNEY INSTITUTE BY FIJI
NATIONAL
UNIVERSITY Certificate in Technician – Copper Certificate in Technician – Fiber - undefined
Similar Profiles
VUKI BUADROMOVUKI BUADROMO
Principal Adviser to the Deputy Director General (Science & Capability) at PACIFIC COMMUNITY (SPC)Principal Adviser to the Deputy Director General (Science & Capability) at PACIFIC COMMUNITY (SPC)
Shaheena Shama RahmanShaheena Shama Rahman
Finance & Admin Assistant at The Pacific Community-SPCFinance & Admin Assistant at The Pacific Community-SPC
Roshika DiveshniRoshika Diveshni
Finance Assistant at Pacific Community (SPC)Finance Assistant at Pacific Community (SPC)
Jennifer HallmanJennifer Hallman
Registered Behavior Technician at Avery Behavior Consulting Inc.Registered Behavior Technician at Avery Behavior Consulting Inc.
Jessica Jenkins (Sandstrom)Jessica Jenkins (Sandstrom)
Montessori Preschool Principal at Evergreen Academy MontessoriMontessori Preschool Principal at Evergreen Academy Montessori