John Gomez Email and Phone Number

Responsible for the Technical Support of the APAC region, Sydney networking and onboarding of new hires for the region. On the technical support front, I provide high-level assistance in resolving complex IT issues. My expertise spans a wide range of hardware and software environments, including Windows, Mac, Dell, and Apple systems, with a special focus on Unified Communications. I manage and prioritize support tickets, ensuring efficient and timely resolution of issues—a practice that has been pivotal in maintaining high customer satisfaction. My collaborative efforts with both internal and external stakeholders guarantee that our IT solutions are perfectly aligned with broader business objectives, securing optimal outcomes. AchievementsGlobal Support Achievement: Successfully managed the daily IT support needs of approximately 150 APAC region users, plus additional global company users for three hours each day. Implemented effective strategies that ensured prompt responses and first-class support, achieving comprehensive 24/7 support for users outside Australia.Laptop Replacement Initiative: Initiated and executed a rigorous, ongoing system update review process, significantly reducing the frequency of laptop replacements. Enhanced Customer Service Training: Spearheaded monthly IT training sessions aimed at elevating customer service excellence and promoting utilization of the IT service portal, resulting in improved service delivery metrics.Reduction in False Alarms: Implemented strategic upgrades to AV rooms and networking infrastructure, achieving a significant reduction in false alarms. Cybersecurity Integration: Successfully deployed a new cybersecurity layer, Bitlocker, to 1,500 end-users with minimal disruption, demonstrating exceptional project planning and execution capabilities. This deployment underscored the commitment to maintaining user productivity while enhancing security measures

At Systemnet as a Senior System Support Level 2, I consistently deliver accurate and timely technical solutions that enhance the company’s managed services offerings, ensuring strict adherence to SLAs.My responsibilities extend to managing client infrastructure and technical strategy, configuring and troubleshooting network infrastructure and IP telephony, and expertly handling Active Directory, firewall, and security management. My ability to interpret non-technical user requirements and convert them into efficient solutions providing level 1 and 2 technical supports, administering Windows AD and Microsoft Office 365, and managing Citrix applications. I also oversee the administration of IT infrastructure, prioritize incoming support tickets. AchievementsMicrosoft Security: I led the development and implementation of Mobile Device Management (MDM) systems, incorporating two-factor authentication to significantly boost security measures and protect user data.Backup and Information Security: I oversee data integrity and manage monitoring and backup procedures using VMware. My strategic approach to backup and disaster recovery played a crucial role in successfully retrieving critical data for Redcape SA after a significant data breach..

At Kapsch, my role centered around ensuring the seamless operation and maintenance of Intelligent Transportation Systems (ITS). I was tasked with the intricate management of network infrastructure and the diligent execution of system backups, primarily utilizing Veeam. This was crucial for preserving the integrity and availability of data across systems.My responsibilities extended to conducting regular maintenance and updates on critical systems, including DELL NAS, to guarantee their high availability and compliance with stringent security standards. These efforts were pivotal in minimizing system vulnerabilities and downtime, thus maintaining continual service excellence.Achievements: Network Infrastructure Enhancement: I successfully led the installation of switches and UPS as part of a comprehensive network upgrade for multiple motorways. This role required precise coordination and technical expertise to ensure enhanced system reliability and performance.Data Backup Leadership: I took ownership of operating and monitoring data centers across various motorways. My proactive management ensured robust data protection and continuous system availability, crucial for operational integrity and security.

As a Field Service Engineer at Konica Minolta, I excelled in providing specialized on-site support for multifunction printers and digital solutions, handling installation, maintenance, and troubleshooting to optimize system performance and minimize downtime. I customized system configurations and integrated software to meet specific client needs, ensuring efficient use of their technology investments. Additionally, I led the implementation of advanced cybersecurity protocols for printing equipment, enhancing device security and network infrastructure, which was key to maintaining functionality and ensuring client satisfaction.

In my role as an IT Services Engineer Level 2 at Vertical Technology Group, I played a pivotal part in ensuring the seamless operation and maintenance of IT systems across all NT Government offices and schools. My responsibilities extended beyond the usual scope of Level 1 support, as I tackled more complex technical challenges, ensuring hardware and software configurations were optimal, network systems were efficiently managed, and data security and backup processes were both current and robust.My daily responsibilities required a keen understanding of our existing IT infrastructure and the unique needs of various departments. This knowledge was crucial as I worked collaboratively to devise IT solutions that were tailor-made for specific business units. A significant aspect of my job involved introducing new technologies that significantly boosted productivity and efficiency throughout the organization.AchievementsEffective Time Management: I demonstrate my proficiency in managing stringent three-hour visits to remote schools, servicing 30 to 50 computers each session as the sole IT technician. My approach focuses on maximizing productivity under strict time constraints, underscoring my efficiency and commitment.Delivering Reliable Results Under Pressure: I ensure dependable technical services in remote areas, guaranteeing that all equipment functions flawlessly. My ability to maintain high service standards under pressure highlights my resilience and dedication.Coordinating Major Network and Equipment Upgrades: I lead extensive network and computer upgrades at Alice Springs Hospital and NT schools, managing complex projects that enhance system performance and reliability. My expertise in technical coordination and strategic planning is evident through the successful execution of these upgrades.