Hiroshi Leong Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

As the only IT Support Engineer at CSR Sugar Australia, I am the principal point of contact for all IT-related issues in Victoria, South Australia, and Perth. My responsibilities include delivering extensive support for a range of systems and devices, encompassing mobility devices, computers, multi-function printers (MFDs), and both mobile and desktop telephony. Additionally, I am involved in asset refreshes, procurement processes, and overseeing IT upgrades. Part of my role also involves offering expert advice and recommendations tailored to the specific needs of the organization.• Successfully resolved a longstanding CCTV server issue that persisted for 1.5 years, a challenge that eluded three previous groups of network engineers and two groups of EUC engineers.• My performance in resolving support tickets has been acknowledged, positioning me as one of the top contributors in this area.• I played a key role in the upgrade project of the executive boardroom's audio-visual systems.

Melbourne, Victoria, Australia

Provided Level 2 technical support for the Department of Defence, focusing on end-user computing solutions including desktops, monitors, printers, and laptops. Specialized in hardware troubleshooting, configuration, and refresh processes, as well as system relocation (decant and recant) tasks.• Bronze STARs Award "For going above and beyond" • STARs Award for "Teamwork"• STARs Award for "Customer Service"

Melbourne, Victoria, Australia

Level One ICT support at the national level for the Department of Defence.• Achieved rankings in the National KIT competition: 19th in August, 6th in September and October, and 5th in November.

Melbourne, Victoria, Australia

Internship at the Department of Premier and Cabinet (Cyber Security Branch), training with CyberCX.

Melbourne, Victoria, Australia

Based within the Economic Strategy department to promote COVID Safe business practises though direct engagement with business and community.• Successfully engaged with 100% of targeted businesses within set deadlines by developing an efficient and effective plan through collaboration with key stakeholders.• Delivered detailed reports on time by quickly building trust with culturally diverse communities and leveraging on my strong communication and liaison skills.

Melbourne, Victoria, Australia

My role focused on implementing COVID-19 education, compliance, and enforcement initiatives within high-risk industries in Victoria.•Achieved full engagement with all target businesses on time by creating and executing a well-planned strategy in partnership with key stakeholders.•Enhanced compliance report precision by 50% through the revision of guidelines and the development of new templates.

Melbourne, Victoria, Australia

Managing phone inquiries during the COVID-19 period, focusing on legislative details, regulatory information, and policy-related questions. Also responsible for recording customer information and queries in a database.• Quickly adapted to new IT systems and government legislation, surpassing departmental KPIs by 10%.

Melbourne, Australia

Managed coordination with external suppliers for the procurement of necessary materials in support of Telstra's $5 million 5G optical fiber network upgrade project.•Successfully led a $300K project, overseeing an 8-member team to deliver on schedule, within budget, and with quality assurance.• Formed strategic partnerships that enabled the successful completion of key project deliverables valued at $13M.

Melbourne, Australia

Played a key role in the $1.1 billion NBN project by designing and developing microwave network solutions. Responsibilities included creating and assessing High-Level and Detailed Designs, with a focus on compliance with government regulations and legislation.• Enhanced productivity by 200% through the orchestration of a new design tool's development, resulting in $800,000 in savings.

Global Service Delivery Center, Australia

In my role as a 2nd level support engineer and recovery leader, I specialized in assisting clients and leading teams during system outages. My responsibilities involved tackling complex software and hardware infrastructure problems, ensuring adherence to multi-tiered Service Level Agreements.• Directed technical teams to successfully restore system outages, achieving a 95% customer satisfaction rate as per key performance indicators.• Played a key role in enhancing product quality by pinpointing and addressing critical weaknesses.• Created an automation script for efficient data collection from systems, leading to cost savings of $200,000.

Graduate Diploma In Business Administration

Activities and Societies: Third Class Honours

B. Eng., Telecommunications & Internet Technologies

Activities and Societies: Third Class Honours

Education record

Activities and Societies: Valedictorian Community service award