Daniel Montecchi Email & Phone Number

Wollongong, New South Wales, Australia

- Resolution of high priority incidents- Responding to ticket escalations and expeditions- Supporting technicians and management with technical queries and providing high-level technical advice and feedback- Liaising with internal and external teams for resolution of major incidents and problem investigations- Participating in technical briefings with project teams and service delivery management- Assisting management with monthly reporting of IMACs (Install, Move, and… Show more - Resolution of high priority incidents- Responding to ticket escalations and expeditions- Supporting technicians and management with technical queries and providing high-level technical advice and feedback- Liaising with internal and external teams for resolution of major incidents and problem investigations- Participating in technical briefings with project teams and service delivery management- Assisting management with monthly reporting of IMACs (Install, Move, and Change) - Assisting with managerial tasks such as staff interviews, and substituting management during periods of absence Show less

Wollongong, Australia

IT Desktop Support responsible for servicing the NSW Transport cluster:- Installing and relocating hardware such as desktops, laptops & terminals- Providing remote desktop services and higher-level technical troubleshooting- Performing hardware asset tracking and SLA management- Assisting with high priority incidents and escalations- Investigating and resolving reported system, hardware and application faults in workstations, peripherals, network printers and mobile… Show more IT Desktop Support responsible for servicing the NSW Transport cluster:- Installing and relocating hardware such as desktops, laptops & terminals- Providing remote desktop services and higher-level technical troubleshooting- Performing hardware asset tracking and SLA management- Assisting with high priority incidents and escalations- Investigating and resolving reported system, hardware and application faults in workstations, peripherals, network printers and mobile devices- Providing training for Service Desk analysts and knowledge article creation Show less

Wollongong, New South Wales, Australia

- Leading a team of 8 remote technicians and an onsite organizer located in Wollongong, Dubbo, Newcastle and Grafton- Responding to customer escalations and expeditions- Providing both regular and ad-hoc operational reports and analysis for senior management- Delivering update briefs with internal and external stakeholders such as Service Delivery, SLA and Incident managers- Supporting technicians and management with queries and technical advice- Developing and implementing… Show more - Leading a team of 8 remote technicians and an onsite organizer located in Wollongong, Dubbo, Newcastle and Grafton- Responding to customer escalations and expeditions- Providing both regular and ad-hoc operational reports and analysis for senior management- Delivering update briefs with internal and external stakeholders such as Service Delivery, SLA and Incident managers- Supporting technicians and management with queries and technical advice- Developing and implementing policies and training via documentation creation and workshops- Performing managerial tasks such as staff interviews, rostering, time sheeting and performance reviews- Queue management & triage of both Incident and Work Order ticket queues to ensure SLAs are adhered to- Engaging with Project Managers for EUC involvement of various project rollouts Show less

Wollongong, Australia

- Responsible for the distribution and monitoring of call-queue tickets for the EUC Field Support Team to ensure Tickets are resolved within SLA. - Acting as the primary escalation point for all offsite Field Technicians and report directly to management on current issues.- Processing Third party repairs and invoices and track repair progress to ensure timeframes are met.- Assisting with the creation of operational knowledge.- Creating plans for seamless project… Show more - Responsible for the distribution and monitoring of call-queue tickets for the EUC Field Support Team to ensure Tickets are resolved within SLA. - Acting as the primary escalation point for all offsite Field Technicians and report directly to management on current issues.- Processing Third party repairs and invoices and track repair progress to ensure timeframes are met.- Assisting with the creation of operational knowledge.- Creating plans for seamless project coordination.- Scheduling of timeframes for onsite arrival by the project team.- Liaising with dispatch team in relation to stock shipment and receipt of equipment to and from Transport/NEC offices.- Organising the repair and return of faulty equipment through third party Service Partner agents.- Effective time management in structuring workloads to ensure completion of assigned tasks.- Workload overview of onsite queues to ensure that service delivery goals are met.- Understanding and utilise the path for ticket or task escalation to ensure task completion and maintain stakeholder awareness.- Working closely with and provide assistance to the Service Desk analysts to improve fix on first call rates.- Proactively developing knowledge articles and resolution technology to improve the resolution process and increase customer self-service. Show less

Sydney, Australia

- Providing over the phone technical support for customers - Coordinating maintenance on existing AV systems- Troubleshooting AV related electronic & IT issues on service call-outs - Installation of cabling and hardware for AV systems

Wollongong, Australia

Providing technical assistance to Electrician during domestic & commercial electrical work.

Wollongong, Australia

- Configuration and installation of network hardware and VoIP phone systems- VPN configuration and testing- Electronic/Computer troubleshooting, maintenance and repairs