Dylan Tacey Email & Phone Number

Mount Waverley, Victoria, Australia

- Member of the Customer Services team and part of Global Operations supporting business-proprietary software as well as PowerBI and Kourier. - Performing incident resolution while logging all actions and managing SLAs. - Conduct training sessions for first level help desk, as well as documenting resolutions into a knowledge base for future reference. - Maintaining a positive proactive relationship between business and customers.

Melbourne, Victoria, Australia

- After the merger with Information Builders, my previous duties expanded to include supporting IBM Web Query software.- This expanded to the management of the Asia Pacific Help Desk- Mentoring and coordinating junior members of the team- Co-ordinating the resolution of customer issues, and proofreading customer-facing messages.

Melbourne, Victoria, Australia

- Initial focus was supporting a 24-hour international support team to assist and instruct customers with the WebFOCUS and iWay lines of Enterprise BI products.- Average of 200 tickets a week was processed through the Asia Pacific help desk.- Selected to perform on site installations of WebFOCUS products at customer sites across SE Australia.- Provided technical support (Windows, AD, IBM services) across both Melbourne and Sydney offices. Re-imaging laptops for new employees, maintaining Virtual Machines, and administration ofthe MS Suite.- Managed the design and upgrading of the Melbourne offices as they moved to new premises which included:- Re-imaging laptops,- Creating and then maintaining the Virtual Machines,- Administration for local Windows Server machines- Designing and implementing and maintaining the national Active Directory.- Managing the installation of physical infrastructure including cabling and power.