Maikel Novaczinski Email and Phone Number

Responsible for ensuring smooth daily IT operations and managing business infrastructure across offices throughout Australia. Key responsibilities include:· Providing internal support, troubleshooting technical issues, and offering weekend on-call support. Configuring, deploying and maintaining hardware and software to enable team productivity.· Ensuring licenses are up-to-date and essential services are available.· Working closely with internal teams to understand IT needs and recommend infrastructure improvements.· Coordinating with external providers to meet business requirements effectively.· Maintaining IT asset inventory and documenting ICT processes.· Implementing network infrastructure and support users across Australia.· Managing device lifecycle, ensuring smooth employee transitions.· Investigating system issues and assisting in implementing improvements and preventative measures.· Creating and maintaining the IT team’s knowledge base to support business continuity.

Responsible for maintaining daily IT operations and business infrastructure across the business with offices and farm locations in TAS and VIC, including:· Providing excellent internal customer service, including troubleshooting technical issues and weekend support (on-call duty) for users.· Providing first-level support for MS Office 365, Azure, Outlook, Teams, SharePoint, phones, desktop patch management, hardware deployment, and maintenance programs.· Delivering first-level network troubleshooting, server patch management, telecommunications monitoring, and backup maintenance.· Managing business applications critical to operations, such as access databases, Exo support, Hyper-V, virtual machines, physical servers, FortiGate firewalls, Microsoft Hyper-V, Windows Server, Office 365 Administration, SharePoint Online, and IT management tools like Kaseya, VSAX, Bitdefender, FortiClient VPN and JAMF for iPads.· Responsible for WAN & LAN networks, including IP telephony, print management, Azure Cloud services, and troubleshooting both remotely and on-site.Achievement Highlights: I lead the iPad integration project during our harvest seasons using the JAMF platform. I trained teams in cybersecurity using KnowBe4; a platform for cybersecurity training and awareness for employees.

Responsible for coordinating and managing infrastructure for the Brazil Seguro Consortium during the 2014 World Cup, including:· Lead internal user coordination and implementation, analysing procedures, work practices, and business processes. Identified and resolved complex issues affecting team and system functionality.· Collaborated with partners and users at CICCR-RS to develop and document project requirements.· Provided advice in system project decision-making, and supported Tier 1 and Tier 2 support, diagnostics, trouble tickets, and solution implementations.· Created a learning environment with training documentation for the Risk Manager System and Network Environment.· Implemented IT hardware deployments, network infrastructure systems and provided support to users.· Worked collaboratively with team members to enable high-quality service for business continuity.Achievement Highlights: Successfully implemented the entire internal IT infrastructure within a 3-month project timeline before the Soccer World Cup, achieving timely project completion.

As part of the Escalation Team, I assisted the support team in handling high-severity escalation cases and managing crises with Dell customers, including:• Collaborating with peers, team leads, engineers, sales executive and third party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution.• Follow up with customers to ensure accurate resolution and to record business requirement.• Document problems, diagnostics, interactions, next steps, and solutions implementation for business practice and system functionality. Provides an extraordinary customer service experience. • Responsible for sustaining, implementing process activities and solutions to meet the system quality requirements. Provides coordination, implementation and formal training for users and partners.• Collaborate with investigation and analyses of methods, procedures for practice and business development.• Provides recommendations and risk assessments for the optimization of business practice and systems Responsible for integration and establishment of functional specification of the system• Creating a system model using clear process techniques for software and/or hardware development by providing a system reference and assistance guide.Achievement Highlights: I led the BPI Project (Yellow Belt Team) aimed at reducing part dispatch and costs for Technical Support at Dell Brazil and Dell US. I also handled escalated cases in mission-critical environments, achieving on-site resolutions within 4 hours.

I provided advanced support for a wide range of IT infrastructure including servers, backup tape libraries (TL and ML), Power Vault MD, EqualLogic, and EMC storage systems, including:· Diagnosed and troubleshooted network issues, ISCSI, FC, SAN, server configurations, blades, and NAS, and conducted performance analysis.· Proficient in VMware clusters, Hyper-V, Commvault, and BackupExec for virtualization, data management, and backup solutions.· Actively supported customers through all stages of problem resolution, ensuring continuous communication and updates throughout the incident lifecycle.· Handled high-complexity technical issues, prioritising customer satisfaction and providing top-notch support. Always prepared to assist with new technologies and escalations from the sales team.· Escalated complex issues to the US team when necessary for timely resolution and customer satisfaction.Achievement Highlights: Provide mentorship and coaching to Level 1 support team members, offering training on new Dell Technologies including Blades servers, RAID configurations, hardware, and Microsoft operating systems.

I was responsible for identifying and resolving complex issues affecting customer teams, including:• troubleshooting desktops, laptops, and network environments, utilising advanced problem-solving skills, and escalating issues from technical support analysts and executive accounts; and• coaching and detailed analysis for escalations received from support and BCC Escalation teams, ensuring thorough understanding and resolution of technical challenges.Achievement Highlights: I led the Desktops and Laptops Team at Unisys / Dell Brazil, providing exceptional support and comprehensive training to all analysts.

Responsibilities:• Contributed to the design and implementation of new equipment, enhancing operational efficiency.• Managed network and user accounts, providing direct support for network setup, hardware installation, and Microsoft systems and peripheral configurations.• Demonstrated proficiency in TCP/IP protocols, ensuring robust network connectivity and communication.• Provided comprehensive IT technical support, ensuring seamless operation of hardware and software systems.• Installed and configured RAID servers, optimizing data storage and system reliability.

Responsibilities:• Delivered internet support, specializing in the installation and troubleshooting of Microsoft Windows and associated software for dial-up connections.• Provided exceptional telephone support, delivering clear and effective assistance for resolving technical issues related to internet connectivity, Microsoft Windows installation, and broadband services (cable modem, DSL, and ISDN).