Andy Tu Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

In this role, I'm responsible for managing and resolving IT incidents within the organization's Service Management application while adhering to SLA standards. Providing exceptional customer service to all support queries, investigating to identify the root cause of incidents, and developed long-term solutions. Maintaining relationships with stakeholders and made efforts to identify opportunities for service delivery. Additionally, I contributed to a government and defence project by adhering to IRAP and ISM security controls. Leading software releases to minimize risk and downtime to the business, managed cloud environment costs, maintained a risk register, liaised with vendors to resolve vulnerabilities, and coordinated security pen-testing. A key achievement was successfully implementing the Security Fortify program to meet government and defence security hardening standards.

Melbourne, Australia

As the IT Operations Team Lead, I served as the primary point of contact responsible for creating, tracking and resolving new incidents within the IT Service Management application within the agreed timeframes. I identified needs and liaised closely with IT teams as part of operational support; maintained a high degree of customer service for all support queries and follow up with customers to ensure resolution and close out incidents in the ticketing system.Exhibiting leadership qualities, I mentored IT teams and managed complex technical process issues and escalation; providing expert guidance and support in configuration, problem investigation and solution planning related to the applications underpinning the core service delivery of Crown Casino. I deployed payment system throughout the whole complex and created business application procedures ensuring all work produced are carried out using prescribed standards. I documented all support incidents and enquiries and provide on-going updates to incidents within the IT Service Management application, notifying Supervisors, Command Centre and major incident management teams of outstanding issues requiring management escalation.

In this capacity, I gathered information related to incidents or issues then determined the root cause of the problem and devised solutions to resolve the user’s issue. I conducted daily scheduled system maintenance according to checklist and managed hardware faults with different vendors. I performed in-depth analysis on operational issues by maintaining and performing a variety of complicated tasks including triaging Crown Casino’s systems and providing permanent fixes or workaround to resolve issues.Leveraging on my interpersonal strengths, I built and maintained strong relationships with internal and external stakeholders to achieve successful outcomes and identifying opportunities to service delivery. I maintained a certain level of business acumen coupled with technical knowledge and utilised them in the technical and functional support to ensure systems were technically and functionally sound.

Bachelor Of Information Technology, Software Development And Computer Science

Vce