Aaron Chan Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Provided Level 1/2 phone and onsite support for internal and external users.Escalation point for the Level 1 support team.Worked closely with the L3 Networks team providing Layer 1 support.Deploying and implementing remote management tools.Exchange/Office 365 support, maintenance, and administration.Active Directory Support and Administration (Group policy, permissions, account provisioning).JAMF Support for Apple devices.Provided training to end users and work colleagues.Coordinate logging issues on ITSM queues ensuring 100% resolution of all issues.Participated in migration projects (onboarding new customers).Providing SIEM as a service to internal and external customers.

Sydney, Australia

Successfully provide Level 1/2 onsite support Collaborating with the Level 1 and 3 team to effect technological processes efficiently Coordinate logging issues on ITSM queues ensuring 100% resolution of all issuesDeploy excellent communication and interpersonal skills to build internal client relationships, Manage assigned building levels and sites, asset records, troubleshoot physical layer network issues and manage field sites.

Macquarie Park, New South Wales, Australia

Provided Level 1 phone support to corporate users, integrating analytic skills which aided immensely in achieving objectivesCollaborated with the Level 2 and 3 teams to carry out all assigned duties successfully Spearheaded own incident queue through ServiceNowOrchestrated the implementation of user support services through remote access which resulted in increased customer satisfaction with servicesOversaw the systematic training of new employees for work efficiency and competence.

Sydney Region Schools

Maximized knowledge of learning environment to provide essential onsite Level 1/2 technical support in several schoolsWorked with educational professionals to address the technological needs to assess, evaluate and deliver school-specific technology to meet those needsSucceeded in managing and escalating priority issues to appropriate authorities for swift action and resolutionEnsured effective management of a range of technology for schools in compliance with NSW Education policies while meeting deadlinesManaged and allocated hardware assets, software and hardware updatesInvested time, communication and interpersonal skills, and ensuring client satisfaction resulting in the development of strong client relationshipsEngaged in Ad hoc project work with the Department of Education to rebuild the network infrastructure for public schoolsCoordinated the training of new employees to strengthen their skill set and bring them up to speed with company policies and job specifics.

Certificate Iv In Information Technology Networking, Networking

Certificate Iii, Information Technology

Higher School Certificate

Certificate Ii, Information Technology

Certificate I, Information Technology (Tvet)