Daniel Le Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

• Manage service desk work hours, breaks and to ensure coverage for extended business hours, and weekend support.
• Ensure all comments are accurately entered and recorded in the ITSM tool. (Connectwise)
• Lead and manage continuous improvement within the service desk that continues to evolve and enhance the service
• Ensure service desk team members are meeting their KPIs and SLA guidelines
• Develop and manage helpdesk reports for management and regular meetings
• Facilitate meetings such as daily stand up meeting and weekly reviews

Sydney, Australia

• Installing, configuring, testing, maintaining and administering new and upgraded software applications and server
• Administering & configuring Windows Server 2008/2012/2016; Active Directory, Exchange; DNS/DHCP.
• Configuring and management of VMWare and Hyper-V environment.
• Firewall Management – WatchGuard, Fortinet, Fortiweb
• Configuring and management of Office 365 environment
• Configuring and management of RMM software Solarwinds N-Central.

Sydney, Australia

• Providing remote and onsite support to our Managed Services clients which includes fault diagnosis for all software and hardware faults on laptops, desktop computers, printers, servers and associated peripherals
• Administration of Active Directory for various clients
• Administration of Exchange / Office 365 for various clients
• Administration of Citrix XenApp services
• Administration and deployment of software via Microsoft System Centre Configuration Manager (SCCM)
• Administration and Maintenance of Windows Servers Platform 2003, 2008 and 2012.

• Provide 1st and 2nd level support over the phone and through email for Corrective Services NSW and Juvenile Justice staff state wide for Microsoft Window/Office Suite, Citrix, RSA for Remote Access, HP TRIM and.
• Escalate high priority technical issues to appropriate teams and communicate with external vendors when required
• Log and manage request and incidents, and follow up unresolved tickets
• Push software on workstations via SCCM or manual installations in accordance to CSNSW policies and guidelines
• Complete monthly allocated tasks and provide backup for other team members
• Communicate with team members when necessary to provide details of issues resolutions and best practices

Ultimo

• Provide excellent level 1 & 2 technical support and troubleshoot all types of systems from Windows XP-10, MAC, iOS and Android devices.
• Answer incoming calls efficiently and professionally within a fast paced, high pressure environment
• Determine customer’s needs and provide the best and effective solution
• Reach daily, weekly and monthly targets specified by the requirements
• Maintain updated records of all customer details and interactions
• Process bookings and jobs within expected time frames

Bachelor Of Information And Communications Technology

Education record