Jesper Bjelke-Yilmaz Email & Phone Number

Sydney, New South Wales, Australia

As a Level 2 Support Engineer my role centre around assisting and growing the CTC service desk team, providing training and support as well as managing internal escalations and client projects such as server decommissions, email migrations from a hosted exchange and Google Workspace to office 365, site security assessments, and premium support to key stakeholders and VIP clients. Achievements● During my time at CTC I have organized and spearheaded multiple client projects, including email migrations from Google Workspace to Microsoft 345, Windows server decommissioning, and Microsoft Tenant-to-Tenant migrations.● At the time of joining CTC the company had recently moved from their old ticketing system and customer knowledgebase with HCL Notes to AutoTask. Having worked with it for multiple years at previous roles I volunteered to assist with training staff, as well as performing internal management and development to make it better suit our needs.● As more of our customers moved away from locally hosted legacy servers to using Azure AD and Intune I worked with them to setup easily deployable apps, cloud printing, and computer management as per our customers’ specifications.● Proving my proficiency with customer communications and satisfaction, key customer VIPs would often come directly to me for assistance with requests knowing they’d be handled with care and skill, including our own company CEO.

Sydney, New South Wales, Australia

Achievements● During my time at Removery the company was opening up 5 new sites across NSW, QLD, and WA, which I was given the sole responsibility of coordinating with onsite staff, vendors, and 3rd parties. All 5 sites were opened on time and without incident.● Australia did not have a standard for group memberships and end user information in Office 365 like the US/CA side of the company. During my employment I designed and implemented a dynamic group structure as well as a baseline of publicly available user information.

Sydney, Australia

Sydney

Coaching junior and lesser experienced members of the team to ensure the best service quality for our customers.Responsible for managing escalations between the relevant team members and 3rd party vendors.Created new knowledgebase articles as new issues arose and changes to client infrastructure were made.Worked closely with high-level team members to coordinate resolutions for projects.Triage, diagnose and troubleshoot level 1, 2 & 3 support tickets submitted to AutoTask from clients.Manage relationships with over 50 external clients in geographically dispersed locations in the APAC region.Managed and monitored a team of 8 engineers ranging from Service Desk to Network and Server administrators.

Wollongong, Australia

Diagnose and troubleshoot Level 1 & 2 issues logged via Zendesk, ensuring resolution within agreed service levels and escalating as required to other members of the team and external providers or vendors• Coordinate the issue resolution process with users, ensuring they are kept updated of progress, delays or additional information required• Provide feedback on current client IT systems to assist in strategic planning• Contribute to client Infrastructure projects by performing research, gathering requirements and helping to develop new technology solutions• Identify lacking client systems and provide researched improvements• Provide cloud care support and administration in a range of cloud-based services such as Webhosting, Site management, G Suite and Office 365, cloud backups, and content filtering/antivirus

Wollongong, Australia

• Provide Level 1 and 2 support for incoming calls from Samsung users• Assisting customers and retail locations with technical support, expertise, and queries in regard to Samsung HHP• Handling advanced customer claims and escalations in accordance with the ACCC and Australian Privacy Laws• Write and update internal knowledge base for entire current and past range of devices

Falkenberg Sweden

Maintaining the school technical systems, such as the student and teacher computers and internal telephone/Intercom system, keeping them operational and up to date.Assisting school faculty with a wide range of technical issues.Administrating and coordinating several large projects including, installation of informational TV systems, installation of security cameras and a student computer handout program.

Information Technology

Degree In Computer Technology