Daniel S. Email & Phone Number

Australia

Key Responsibilities:● Operated in a daily shift manager capacity (coined as "Red Flagging" by Kinetic IT), where I was responsible for the daily management of the service desk, consisting of 40+ staff, supporting and delegating tasks, including queue management, major incident management, incident management etc.● Operated within the Global Access Management team (GAM) where I utilised my knowledge of Azure Active Directory, and Microsoft Exchange to create and provision user accounts,… Show more Key Responsibilities:● Operated in a daily shift manager capacity (coined as "Red Flagging" by Kinetic IT), where I was responsible for the daily management of the service desk, consisting of 40+ staff, supporting and delegating tasks, including queue management, major incident management, incident management etc.● Operated within the Global Access Management team (GAM) where I utilised my knowledge of Azure Active Directory, and Microsoft Exchange to create and provision user accounts, conditional access policies and manage an active directory of more than 15,000+ accounts. ● Liasing with the Major Incident Management team to improve overall incident management within the Service Desk.● Conducted user training sessions to promote efficient use of technology and minimise support requests.● Responsible for the training of new staff. ● Diagnosed and resolved hardware and software issues for desktops, laptops, printers, and other peripherals.● Logged, tracked, and prioritized support tickets using a help desk ticketing system.● Assisted in the setup, configuration, and deployment of new hardware and software for end-users.● Maintained accurate documentation of support procedures, troubleshooting steps, and user guides.Key Achievements ● Consistently met or exceeded service level agreements (SLAs) for response and resolution times, ensuring high levels of customer satisfaction.● Developed a script that was implemented by the Service Desk which allowed for the facilitation of mass SSO password resets. ● Developed knowledge base articles for the IT department and end users● Implemented proactive measures to reduce the number of recurring technical issues.● Received commendations from supervisors, peers and end users for exceptional customer service and problem-solving skills.● Identified opportunities for process improvement within the service desk team and actively participated in implementing solutions to enhance efficiency and effectiveness. Show less

Sydney, New South Wales, Australia

During this role, I worked as the ICT Leader and representative on the Operational Leadership Team, managing a team of 3 IT Trainees, and managing and delegating tasks including but not limited to; ticketing systems, MDM enrollment, vendor engagement, document IT policy and process, incident management, training, retention, whilst establishing continuous improvement of information technology systems. Key Responsibilities ● Responsible for managing the ICT team, which consisted of 3… Show more During this role, I worked as the ICT Leader and representative on the Operational Leadership Team, managing a team of 3 IT Trainees, and managing and delegating tasks including but not limited to; ticketing systems, MDM enrollment, vendor engagement, document IT policy and process, incident management, training, retention, whilst establishing continuous improvement of information technology systems. Key Responsibilities ● Responsible for managing the ICT team, which consisted of 3 IT Trainees, delegating tasks, training and supporting them to operate independently on the Service Desk● Developed a service desk, including setting up SLA's. ● Was part of and worked within the Operational Leadership Team (OLT) to develop IT change strategies to support the overall business plan and to provide high quality and effective ICT support and automation. ● Develop, review, and update company ICT policies and procedures to ensure continuous improvement and scalability. ● Liaise with the CEO and COO to implement ICT objectives and activities to ensure goals are met ● Development and Implementation of new ICT systems. ● Planning and coordination of continuous ICT improvement in the workplace ● Managing the company’s active directory. ● Oversee day-to-day ICT support. ● Setting up and maintenance of SQL Server’s. ● Supervise, motivate, and support all activities related to the implementation of, and end-user experience of ICT systems. Show less

Sydney, New South Wales, Australia

During this role, I worked within the leadership team to manage tasks including but not limited to; ticketing systems, onboarding/offboarding accounts/devices, IT policy/procedure, training, retention, whilst establishing continuous improvement of information technology systems.Key Responsibilities ● Was part of and worked within the Operational Leadership Team (OLT) to develop IT change strategies to support the overall business plan and to provide high quality and effective ICT… Show more During this role, I worked within the leadership team to manage tasks including but not limited to; ticketing systems, onboarding/offboarding accounts/devices, IT policy/procedure, training, retention, whilst establishing continuous improvement of information technology systems.Key Responsibilities ● Was part of and worked within the Operational Leadership Team (OLT) to develop IT change strategies to support the overall business plan and to provide high quality and effective ICT support and automation.● Develop, review, and update company ICT policies and procedures to ensure continuous improvement and scalability.● Liaise with the CEO and COO to implement ICT objectives and activities to ensure goals are met● Development and Implementation of new ICT systems.● Planning and coordination of continuous ICT improvement in the workplace● Managing the company’s active directory.● Oversee day-to-day ICT support.● Setting up and maintenance of SQL Server’s.● Supervise, motivate, and support all activities related to the implementation of, and end-user experience of ICT systems. ● Management of Networks, Internet Routers and Access Points ● Management and development of cybersecurity policies and profiles● Crimping, and laying ethernet cables as well as switches as to provide wired internet access.● Developing and maintenance of service catalogues Key Achievements ● Singularly responsible for the development, introduction, and rollout of ticketing systems● Implementation of Atlassian solutions (Jira, Confluence, Trello)● Development of service catalogues● Introduction of cost beneficial VOIP solution to the business● Supervised, motivated & supported all activities related to the development and implementation of ICT systems.● Board and executive approval of ICT projects. ● Execution of company roadmap relation to the ICT field. Show less

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

During this role, I was under Support Officers and Engineers on the Technical Support Process, including troubleshooting, and ticket handling. Key Responsibilities ● Management of multiple schools’ CMDB. ● Providing IT support to users in person, via email and via phone.● Assist with setting up and configuring new user accounts and workstations. ● Documenting technical issues and their resolutions● Participate in training sessions to improve technical… Show more During this role, I was under Support Officers and Engineers on the Technical Support Process, including troubleshooting, and ticket handling. Key Responsibilities ● Management of multiple schools’ CMDB. ● Providing IT support to users in person, via email and via phone.● Assist with setting up and configuring new user accounts and workstations. ● Documenting technical issues and their resolutions● Participate in training sessions to improve technical skills.● Shadowing senior IT staff to learn about advanced troubleshooting and system management. Show less

Sydney, New South Wales, Australia

Key Responsibilities ● Recommendation of medication to treat ailments.● Dispensation of prescribed medications● Organisation of delivery and sorting of stock● Work utilising Point of Sales (POS) software.● Manage and training of new staff.● Working in a team, reporting directly to store owners and pharmacists.● Delivering optimal care.Key Achievements ● Completion of certification of ability to dispense schedule 3 and schedule 4… Show more Key Responsibilities ● Recommendation of medication to treat ailments.● Dispensation of prescribed medications● Organisation of delivery and sorting of stock● Work utilising Point of Sales (POS) software.● Manage and training of new staff.● Working in a team, reporting directly to store owners and pharmacists.● Delivering optimal care.Key Achievements ● Completion of certification of ability to dispense schedule 3 and schedule 4 medications.● Certifications of competency in Schedule 2 Medications Show less

Diploma Of Education, Information Technology

Certificate Iv, Information Technology