Farzan Bilimoria's resume summarizes his professional experience in IT support roles over the past 13 years. He has worked as a Support Analyst for PageUp People since 2011, providing level 1 support to customers. Prior to that, he held roles as an IT Service Desk Analyst for Officeworks, a Customer Service Representative for ANZ Bank, and a Systems Administrator for Networx Australia. He also has experience in business systems analysis, technical support, and hardware assembly from previous positions in New Zealand and Dubai. Farzan aims to continue developing his knowledge and skills through ongoing work in an organization that values its employees.

1. Farzan Bilimoria Professional Resume Ph: +61 4 3003 9336
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Professional Resume
Farzan Bilimoria
1/1798-1800 Dandenong Road, Clayton, Vic 3168, Australia
+61 4 3003 9336 ♦ farzanb06@gmail.com
Career Objective:
To work for an organization, that values people, their skills and where I can continue developing
my knowledge and experience.
Personal Attributes
 Confident professional who facilitates cooperation and communication amongst team
members.
 Collaborate well in teams to produce quality projects.
 Possess a thorough understanding and practical experience in the application of numerous
software applications and maintain current knowledge of the latest technological development
through research on Internet, my current education and trade journals.
 A problem solver with proven prioritization and self-management skills. Able to grasp
complex situations and turn them into manageable tasks.
 Very meticulous and a perfectionist who produces quality work even when under extreme
pressure and deadlines.
 Proven ability to understand and follow complex instructions to successful conclusions.
 Clear understanding of Agile methodologies.
Education:
2009 Bachelor of IT (Network Engineering)
Computer Power, Auckland, New Zealand
2007 Bachelor of Information Systems
Manukau Institute of Technology, Auckland, New Zealand
Technical Skills:
 Good knowledge of hardware information such as CPUs, Memorys’, Disks, Networks,
Bios.
 Strong knowledge of .Net Software Systems.
 Have good experience as Windows System Administrator.
 Excellent in MS Word, Excel, PowerPoint, Access, Visio, Publisher and Outlook.
 Install complex software and hardware.
 Website design using HTML5, CSS3, Javascript, PHP.
Platforms: Windows OS (all), Linux, Citrix.
Languages: C, C++, C#, CSS3, Java script and HTML5 and Object Oriented – .net
Database: MySQL
Oracle 9i
MS Access

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Employment History:
August 2011 – till date PageUp People Melbourne, Australia
Support Analyst
 Liaising with key stakeholders internal and external to PageUp to deliver the best
customer experience.
 Provide Level 1 support to PageUp People customers. Clients include ASX200 listed
companies.
 Provide assistance over telephone, email, Salesforce and live chat for PageUp People’s
extensive array of modules.
 Support worldwide clients & team members.
 Co-ordinate and manage day-to-day service issues to provide service continuity.
 Identify issues occurring for worldwide clients, analyze and submit reports based on
these findings.
 Improve service delivery through identification and resolution of service deficiencies.
 Provide support for reporting using the PageUp system.
 Provide Monthly, Quarterly, Six monthly & Yearly KPI reports to clients using Salesforce.
 Create cloud & non-cloud based Design Solutions using CSS & HTML.
 Create data dumps using SQL on the backend database.
Nov 2010 – August 2011 Officeworks Melbourne, Australia
IT Service Desk Analyst
Worked as a IT Service Desk Analyst with the following duties : mainly responsible for providing
technical support to internal stakeholders and solving technical problems which involved but were
not limited to virus issues, software problems, forgotten passwords and hardware problems.
 Performed troubleshooting and provided technical support to all Officeworks Stores along
with the National Support Office team members.
 Incident Management and Escalation
 Moved accounts between domains, adding and changing user accounts, service
accounts and security groups and share within Active Directory and SAP.
 Installed and configured desktop and laptop hardware, peripherals, operating systems
and firm business software and third-party applications.
 Regular hardware and software maintenance and backups.
 Co-ordinate and manage day-to-day service issues to provide service continuity
 Identify issues occurring nationwide, analyze and submit reports based on these findings.

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 Created a call logging template knowledge-base for effective identification and
resolutions of issues
 Improved service delivery through identification and resolution of service deficiencies.
 Request Management Fulfillment of IT services.
 Used Dameware, Landesk, Tivoli for remote assistance.
 Services, maintained and supported Cisco & IBM servers.
July 2010 – Nov 2010 ANZ Bank Melbourne, Australia
Customer Service Representative-Mortgage Solutions
 Mortgage Solutions consultant
 Customer service to home loan customers
 Dealing with internal and external stakeholders - dealing with agents, brokers and other
branch colleagues.
 Keeping at par with range of mortgage solutions
 Administrative duties
June 2008 – Nov 2009 Networx Australia Melbourne, Australia
Systems Administrator
 Installed software, upgrading and maintenance of operating system.
 Installed, upgraded and maintenance of Cisco & IBM server hardware components.
 Installed complex hardware and software.
 Also responsible for supervision of backup operations.
 Created and implemented recommendations to improve performance.
 Performed system startups and shutdowns and basic troubleshooting.
May 2007- May 2008 Woosh Wireless Network Auckland, New Zealand
Junior Business Systems Analyst
 Responsible for supporting System Analyst in designing tools and reports for the
operation.
 Analyzing business processes and workflow to develop a clear understanding of the
business activities.
 Assisted in the implementation of the project through the development of custom screen
designs, workflow activities and procedures.

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April 2005 – May 2007 Total Network Auckland, New Zealand
Technical Support Agent/Customer Service & Sales Representative
 Provide technical support for handsets, troubleshoot and solve client concerns.
 Ordering and programming Telecom CDMA mobiles
 Invoicing
 Stock Management and filling
 Display professional expertise and provide the highest levels of
 Outbound Call Centre activities
July 2003 – Aug 2003 PCS International Dubai, UAE
Summer Trainee, Hardware Assembly & Support
 Responsible for providing the assistance in the installation of system and network.
 Configuring and setting up hardware / software and any desktop requirements