M Jan (John) Email & Phone Number

Canberra, Act, Au

Australian Capital Territory, Australia

In my role as the Support and Vendor Management Lead at Fifth Domain, I serve as the primary technical support contact, swiftly diagnosing and addressing issues. I lead the coordination of Capture The Flag (CTF) events and manage the Cyber Content Quality Assurance (QA) team, ensuring the precision of IT information.I lead Cyber skills projects for clients, emphasizing our commitment to enhancing capabilities. I consistently offer optimal solutions, provide timely updates for customer engagement, and escalate challenges to the cloud/engineering team as needed.I handle content management, nurture positive supplier relationships, and play a key role in project support and IT asset management. Actively following up with customers, relaying feedback, and proactively participating in process improvement initiatives, I emphasize a dedicated focus on streamlined solutions.

Canberra, Australian Capital Territory, Australia

In my current role at Fifth Domain, I'm the primary technical support contact, usingservice requests and email for customer assistance. I adeptly diagnose and swiftly addressissues through remote troubleshooting. Analysing intricate problems, I consistentlydeliver optimal solutions. I ensure customer clarity and engagement by guiding themthrough the resolution process with timely updates. When needed, I escalate challengesto the cloud/engineering team, showcasing my commitment to thorough issue resolution.My responsibilities encompass accurate IT information delivery, cyber content qualityassurance, consistent follow-up, feedback relay, and proactive process improvement. Icontribute to knowledge base articles, content management, supplier relationships,project support, and IT asset management, showcasing my dedication to streamlinedsolutions.

Canberra, Australia

Performing duties of a Shift Supervisor, Customer Service Officer, Services and Preventive Maintenance Technician.

Canberra, Australian Capital Territory, Australia

• Provided support to 3500 plus software/application within the directorates to improve efficiency in the workplace.• Provided first level troubleshooting and diagnosis, and promptly allocated unresolved issues as appropriate.• Assisted with the development standards and apply these to track, monitor, report, resolve, or escalate issues.• Used application management software and tools to collect agreed performance statistics.• Handled ICT requests and incidents using a variety of mediums, such as phone, email, web forms, live chat, and face-to-face.• Followed agreed procedures: identify, register, and categorise incidents. Accurately recorded and categorised ICT incidents and requests. Maintained records and advised relevant persons of actions taken.

Australia

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.Patched software and installed new versions to eliminate security problems and protect data.Processed over 50 support requests weekly for technical assistance on wide range of issues related to Trek store software's.Configured hardware, devices and software to set up work stations for employees in head office and remote staff.Created plans and communicated deadlines to ensure projects were completed on time.Escalated performance issues, unresolvable incidents and service interruptions to Service-now technical support. Maintained SLAs on incidents, catalog tasks, and problem records in Servicenow.Set up new users' accounts and profiles using Z-Hire and Microsoft Active Directory administration - create/modify/delete user accounts.

Canberra, Australia

• Troubleshot and assisted over 100+ users with various systems issues, such as PC/laptop, printer, software, hardware, and database issues, increasing overall productivity by 100%.• Delivered knowledgeable and qualitative support while ensuring friendly and professional service for all users.• Serviced more than 100 inbound calls per day, prioritised user system issues, and routed to second-level support whenever needed.• Completed tickets and communicated resolutions to users in a timely manner.• Maintained records of communication transactions and adhered to the defined call flow/ticket resolution process.• Developed proficient technical knowledge in various systems, hardware, software, and database application to enhance support efficiency.• Configured, tested, and prepared new and refurbished computers to be used locally and shipped to or remote sites for use within the ACT Trustees Program.

Canberra, Australia

With a partnership, founded and successfully ran a Restaurant in the ACT for more than 3 Years.Bollywood Dimensions Indian Cuisine Canberra, ACT •• Managed financial and business operations, including payroll, daily deposits, and cost controls.• Delivered in-depth training to 13 workers in food preparation and customer-facing roles to promote strong team performance.• Led the development of a menu and conducted staff training as well. I also facilitated staff meetings each week.• Created and deployed successful strategies to boost performance, streamline processes and increase efficiency in different areas.• Set employee schedules, delegated work, and monitored food quality and service performance.• Catered large-scale corporate events with up to 60 attendees, providing health-conscious meals.• Achieved recognition from the To Eat List of Canberra for one of best subcontinental food in ACT.

Sydney, Australia

• Responsible for the Safety and securing sites and regularly regulating procedures and parameters at the same. • Used initiative and independent judgment within established guidelines to respond appropriately to security situations.• Used initiative and independent judgment within established guidelines to respond appropriately to security situations.• Prepared regular written logs and incident reports at close of each shift.• Remained flexible in rapidly changing environments and adapted to developing situations.• Responded immediately in emergency situations, applying CPR and First Aid training.• Participated in staff meetings, special events and professional development activities.

United Arab Emirates

• Monitor and respond quickly to over 16 incoming requests per day relate to IT issues.• Maintain computer systems and act as support if any system goes down and weekly checked the travel agency systems.• Responsible for PC’s, Printers, Servers, and related equipment (monitor, keyboard, mouse, hard drive, etc.)

Diploma Of Business Administration, Business/Office Automation/Technology/Data Entry

Professional Year, Information Technology

Activities and Societies: Professional practice in information technology.

Bachelor Of Business Information Systems, Information Technology