Lachlan Clarke Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

In a pivotal role as a Senior Network Engineer, I undertook multifaceted responsibilities encompassing advanced Level 2 and Level 3 support. Beyond issue resolution, I was central to maintaining, designing, and deploying infrastructure across Australia, spearheading new product lines, and offering pre-sales engineering expertise.Responsibilities:• Delivered robust Level 2 and Level 3 support, ensuring minimal service disruption and swift problem resolution.• Oversee and maintain virtual and networking infrastructure across ten data centres around Australia.• Designed and rolled out new infrastructure and product lines, aligning with NetVault’s growth and innovation trajectory.• Served as a pre-sales engineer, crafting tailored solutions for the sales department.• Project managed large scale provisioning initiatives, ensuring timely and accurate service delivery.• Played a central role as the 2IC for the support department and contributed actively to NetVault’s management team.

Brisbane, Queensland, Australia

As a support consultant, I was responsible not just for providing comprehensive Level 1 and Level 2 support, but also for liaising closely with major accounts, offering dedicated support, and serving as a point of contact for projects and service provisioning.Responsibilities:• Served as a primary point of contact for major accounts, ensuring top-tier support and service delivery.• Administered Level 1 and Level 2 support, swiftly addressing and mitigating issues.• Assisted sales and provisioning teams with complex challenges and facilitated seamless provisioning for major services.

Brisbane, Queensland, Australia

Transitioning to a full-time role, I continued to ensure partners received consistent Level 1 and Level 2 support. My involvement also expanded to support the sales and provisioning teams, ensuring end-to-end service quality.Responsibilities:Maintained and enhanced Level 1 and Level 2 technical support services.Worked in tandem with sales and provisioning teams, offering critical support and insights for improved service delivery.

Brisbane, Queensland, Australia

As a contract support engineer, I was instrumental in delivering Level 1 and Level 2 technical support, facilitating seamless connectivity and cloud solutions. Moreover, I extended my expertise to aid the sales and provisioning departments as needed.Responsibilities:• Rendered Level 1 and Level 2 technical support for Internet, Telephony, and Cloud services.• Partnered with sales and provisioning teams, lending assistance when necessary to promote optimal outcomes.

Brisbane, Queensland, Australia

In a part-time capacity, I provided adept Level 1 and Level 2 technical support to NetVault’s channel partners. In addition to troubleshooting and resolving issues, I actively collaborated with the sales and provisioning teams, stepping in as required to ensure seamless service delivery.Responsibilities:• Delivered Level 1 and Level 2 technical support, addressing and resolving diverse challenges.• Collaborated with sales and provisioning teams to ensure smooth and timely service provision.• Assisted in documentation and updating of knowledge base to enhance support efficiency.

Brisbane, Queensland, Australia

As the owner of Clarke Technology, I spearheaded multiple specialized services tailored to meet the dynamic needs of our clients. With a focus on providing IT contracting to SMB Managed Service Providers (MSPs), I adeptly bridged skillset gaps to drive technological advancements and operational efficiency. Parallelly, I tapped into the niche market of bespoke product creation, offering single and small batch 3D filament and resin printing services, as well as laser engraving services. This diversification enabled clients, ranging from product innovators to SMBs, to bring their unique concepts to life, be it through intricate prototypes or tailor-made products.Responsibilities:• Provided specialized IT contracting services to SMB MSPs, effectively filling skillset voids, optimizing their tech operations, and ensuring streamlined service delivery.• Offered single and small batch 3D filament and resin printing services, enabling clients to create custom products, prototypes, or intricate design pieces.• Delivered precision laser engraving services for clients seeking bespoke designs, product customization, or prototype detailing.• Collaborated closely with clients to understand their requirements, offering insights and recommendations to achieve optimal results.• Identified market trends, gauged client demands, and pivoted services accordingly to ensure sustained business growth.• Maintained rigorous standards for all offerings, ensuring every product and service met or exceeded client expectations.• Fostered relationships with suppliers and vendors, ensuring timely procurement of materials and state-of-the-art equipment maintenance.

Brisbane, Queensland, Australia

At ARMA Te Pty Ltd, a Brisbane-based Managed Service Provider (MSP), I played a pivotal role as a Helpdesk Support professional. In this casual part-time capacity, my primary objective was to deliver exceptional technical support to our diverse clientele. Leveraging both Level 1 and Level 2 technical support skills, I facilitated seamless operations and addressed a wide range of challenges pertaining to computers, networks, and servers, thereby driving client satisfaction and trust.Responsibilities:• Acted as the primary point of contact for customers, delivering prompt and efficient Level 1 and Level 2 technical support for various IT-related issues.• Addressed and resolved technical challenges related to customers' computers, servers, and network systems using diagnostic tools and systematic approaches.• Maintained high customer satisfaction by ensuring clear communication, understanding customer needs, and providing timely resolutions.• Utilized IT Service Management tools to log, monitor, and track incident and service request tickets, ensuring timely resolution and clear documentation of the resolution process.• Regularly contributed to and updated the internal knowledge base to ensure consistency in issue resolution and to share knowledge among the team.• Worked closely with other IT departments and vendors to escalate and resolve complex technical challenges beyond Level 2, ensuring continuity in service delivery.• Kept up-to-date with the latest technologies, trends, and best practices in the managed service provider (MSP) industry to provide top-notch support to customers.

Brisbane, Queensland, Australia

At ETC Systems, a Brisbane-based Managed Service Provider (MSP), I played a pivotal role as a Helpdesk Support professional. In this casual part-time capacity, my primary objective was to deliver exceptional technical support to our diverse clientele. Leveraging both Level 1 and Level 2 technical support skills, I facilitated seamless operations and addressed a wide range of challenges pertaining to computers, networks, and servers, thereby driving client satisfaction and trust.Responsibilities:• Acted as the primary point of contact for customers, delivering prompt and efficient Level 1 and Level 2 technical support for various IT-related issues.• Addressed and resolved technical challenges related to customers' computers, servers, and network systems using diagnostic tools and systematic approaches.• Maintained high customer satisfaction by ensuring clear communication, understanding customer needs, and providing timely resolutions.• Utilized IT Service Management tools to log, monitor, and track incident and service request tickets, ensuring timely resolution and clear documentation of the resolution process.• Regularly contributed to and updated the internal knowledge base to ensure consistency in issue resolution and to share knowledge among the team.• Worked closely with other IT departments and vendors to escalate and resolve complex technical challenges beyond Level 2, ensuring continuity in service delivery.• Kept up-to-date with the latest technologies, trends, and best practices in the managed service provider (MSP) industry to provide top-notch support to customers.

Carole Park, Qld, Australia

Employed as an IT Support Officer and reported directly to the IT Manager, it was my responsibility to provide first point contact for any IT support issues. I was also responsible for a variety of task including; installing, maintaining, updating and supporting of desktops, laptops, servers and network equipment.Responsibilities:• Provided Level 1 and 2 support and assist with Level 3 support for all IT infrastructure and users• Administrate network equipment and both Windows and Linux servers • Configuration and deployment of Linux servers, network equipment and PCs• Administrate IIS and Apache web servers• Administrate and troubleshoot Netbox Blue firewall• Administrate and troubleshoot VMware ESXi Virtual Hosts • Hardware and Software Procurement• Produce and review guides, policies and procedures• Deployment and Administration of RFID attendance and time tracking system• Procurement and Administration of RFID card and FOBs

Ipswich, Queensland, Australia

Employed as a consultant, as required by management to undertake the installation of I.T. hardware equipment and software packages, network cabling and system commissioning as well as setting up the company I.T. security protocols. I also had the responsibility of general troubleshooting and fault finding as required. An increased university study load made it impractical to pursue this consulting role and maintain full time study.Responsibilities:• Configuration and deployment of all PCs, Networking and Servers• Provided Level 1, 2 and 3 support for all IT infrastructure and users• Administrated and maintained all network cabling, network equipment and servers

Carole Park, Queensland, Australia

Undertook 10 weeks of work experience with Sun Engineering as part of University Degree. Worked under the IT Department doing IT Support as directed by my supervisor.Responsibilities• Provide Level 1 and 2 support for users• Configuration and Deployment of PCs• Network Mapping

Brisbane, Queensland, Australia

Undertook 10 weeks of work experience with Hancock Coal Pty Ltd (now trading as GVK Hancock Pty Ltd) as part of University Degree. Worked under Colin Green on the Alpha Coal Project doing IT Product/Tendering reviews and reports. Also attended meetings and contract negotiations with some of the suppliers.Responsibilities• Review IT Products and Tendering submissions• Report on IT Products and Tendering submissions• Research IT Products

Collingwood Park, Queensland, Australia

Started as a kitchen hand washing dishes and progressed through several roles before establishing myself as a back of house cook. Ceased employment to commit and concentrate on full time study.Responsibilities:• Washing Pans and Dishes• Stocking ingredients• Food Preparation• Plated food• Cooking in the back kitchen• Cleaning storeroom and fridge/freeze room

Bachelor'S Degree, Information Technology

Activities and Societies: N/A Major: System and Network Administration Minor: Security and Web Development Other: Completed Cisco CCNA.

Certificate Iv, Competitive Systems And Practices

Activities and Societies: N/A Undertook study for a Certificate IV of Competitive Systems and Practices through Sun Engineering (QLD) Pty.

Diploma, Information Technology (Networking)

Activities and Societies: N/A Studied for a Diploma of Information Technology (Networking). Study Areas: Network Administration.

Education record

Studied from Year 6 to Year 12. Areas of Study: Maths English Multi-strand Science Business Principals Tech Studies (Wood and Metal.

Education record

Studied from Year 1 to Year 5 Studied Areas: Maths English Social Studies German Music