Jan Daniel Alulod Email & Phone Number

Sydney, New South Wales, Australia

Lidcombe, New South Wales, Australia

In this capacity I delivered comprehensive 2nd tier support to troubleshoot and fix multifaceted system issues. I cultivated positive rapport with clients through identifying issues and devising cutting-edge solutions. I provided sound guidance on the implementation of security standards and procedures for hardware\software usage. I instituted robust solutions to prevent harmful virus and unauthorised access to TAFE NSW systems. I supported the smooth execution hardware, software, and network audits to ensure strict compliance with applicable copyright act breach guidelines. I functioned in close collaboration with Line Manager to design results-driven performance management and development plans.Few are the highlights I brought to TAFE NSW Lidcombe College:☛ Planned and organised engaging training sessions for staff members and teachers to deliver training on ServiceNow incident and service request logging process.☛ Spearheaded the full life cycle management of audit and collection of ICT equipment for Chullora Campus closure while finalising deliverables within predefined constraints.☛ Led the end-to-end management of One Desktop implementation project for TAFE Lidcombe Campus to overhaul and improve staff and student PCs. ☛ Maintained consistent coordination with clients to monitor performance of support services and nurture productive relationships with existing and new clients.Related Skills: IT Support, Issues Identification / Resolution, Client Experience Management, Security Protocols / Procedures, Project Coordination / Support, Performance Improvement, Process Redesign. Stakeholder Engagement

Sydney, New South Wales, Australia

In this capacity I assessed client needs and provided best-in-class IT solutions to address complex issues and fulfil automation gaps. I logged detailed incident tickets by demonstrating excellent knowledge of customer requirements and meeting strict deadlines. I collaborated with IT department to improve service delivery process and provide world class client experience. I streamlined and performed wide range of tasks, such as routing tickets and escalating to Level 2 as well as delivering application and field support. I paid site visits to mitigate onsite issues in line with ICT Business Partner guidelines. I structured front-end and backend of IT equipment procurement process for TAFE NSW.Few are the highlights I brought to TAFE NSW Ultimo College:☛ Developed and implemented comprehensive Knowledge Based Articles to ensure seamless completion of technical support process while meeting demanding deadlines.☛ Earned positive feedback for achieving outstanding results: restructured existing mobile telephony database, created ICT equipment database, and articulated ICT procurement process for TAFE Sydney Institute.☛ Worked in close collaboration with the Service Desk Manager to lead all facets of telephony mobile device management system for TAFE Sydney Institute.Related Skills: Client Needs Assessment, IT Solutions / Products, Issues Identification / Resolution, Process Redesign / Improvement, On-site IT Support, Team Collaboration, Database Creation, Multitasking and Self-Management

Sydney, New South Wales, Australia

North Ryde, New South Wales, Australia

Datacom ATO AccountIn this capacity I successfully achieved established KPIs on consistent basis through providing impactful services to clients. I reported complex issues to second or third level support teams to ensure timely resolution of problems. I produced and delivered Post Incident Reports (PIRs) while ensuring strict compliance with SLA limitations. I fostered and strengthened productive relationships with incident management teams through interactive collaboration. I planned and executed technical bridges for multifaceted incidents to evaluate the root cause and resolve the issues.Few are the highlights I brought to Datacom ATO Account:☛ Optimised existing critical and major incident ticket templates within Remedy ticketing system to drive performance.☛ Updated and maintained Resolver Groups and ATO SES’s contact database while following confidentiality guidelines.Related Skills: Client Experience Management, Issues Troubleshooting / Resolution, Post Incident Reports (PIRs) Creation, SLA Compliance, Long-term Relationships Building, Incident Ticket Template Optimisation

North Ryde, New South Wales, Australia

Datacom ATO AccountIn this capacity I leveraged strong analytical and IT expertise to deliver superior-quality services to clients. I received commendation from senior management and client for displaying dedication and strong commitment to work ethics, good client relations, and professional image.It is worth mentioning that I conducted detailed analysis of existing Knowledge Based Articles for Service Desk processes and proposed innovative measures to improve the processes.Related Skills: IT Support and Services, Client Experience Management, Multitasking and Self-Management, Process Redesign / Improvement, Research and Analysis Skills, Project Coordination, Team Collaboration / Support

Advanced Diploma System Development, Information Technology

Diploma: Network Engineering, Information Technology

Certificate 4 - Networking, Information Technology

Certificate 3 - Networking, Information Technology

Certificate 3 - Web-Design, Inf