Nathaniel Lang Email & Phone Number

Darwin, Nt, Au

Darwin City, Northern Territory, Australia

As a Service Reliability Coordinator for Problem Management, I'm responsibility for ensuring that the Problem Management processes are executed effectively and efficiently. My focus is on providing reliable services to customers and maintaining a high level of customer satisfaction.To achieve this, I create, manage, and update problem tickets, ensuring that all relevant information is documented and clearly communicated to everyone involved. This includes coordinating with staff, third-party vendors, service providers, and customers to investigate and identify the root cause of problems.Once the root cause is identified, I work with staff to plan and implement any necessary workarounds, temporary fixes, or permanent solutions to mitigate or prevent the issue from recurring. This requires close collaboration with technical staff, as well as a thorough understanding of the underlying systems and infrastructure.In addition to managing problem tickets, I also ensure that they are progressing smoothly and without any roadblocks or delays. If any issues arise, I work closely with the relevant staff to find solutions and keep all stakeholders informed of the progress.To facilitate effective communication and collaboration, I lead meetings with staff and customers to discuss problem tickets and provide updates on their status. I also create, write, manage, and run reports that are presented to internal staff, management, and customers.Finally, I perform trend analysis on incident reports to identify any potential or active problems that need to be addressed. This involves closely monitoring system performance, identifying patterns and trends, and working with technical staff to develop and implement proactive solutions.Overall, my role as a Service Reliability Coordinator for Problem Management requires a high level of attention to detail, strong communication and collaboration skills, technical comprehension, and a customer-centric mindset.

Brisbane, Queensland, Australia

As an End User Computing (EUC) Engineer, my primary responsibility was to provide second level on-site technical support to employees of the Australian Taxation Office (ATO) in the Greater Brisbane area. To perform my job, I had to obtain and maintain a Baseline Clearance (AGSVA) as per the ATO's security protocols.My duties included promptly responding to customer calls, emails, and tickets, and resolving any technical issues they were facing. I made sure that all tickets were resolved within the Service-Level Agreement (SLA) timeframe and that the customers were satisfied with the resolution. I also maintained a high level of customer service by providing clear and concise communication throughout the resolution process.I had experience in resolving a wide range of technical issues, including software and hardware problems, network connectivity issues, mobile device management, and minor printer issues where possible. I was also responsible for conducting regular stock takes on hardware and peripherals and managing on-site Multifunction Device (MFD) printer consumables.In addition to this, I performed software installations and upgrades, ensured that all systems were up-to-date with patches and security updates, and provided detailed updates on service requests and incidents. I documented all technical support activities, including troubleshooting steps, resolution details, and customer feedback, to ensure that all information was properly recorded for future reference.Overall, my role required me to be highly responsive, detail-oriented, and customer-focused, ensuring that all technical issues were resolved promptly and efficiently to minimize any disruption to the ATO's operations.

Darwin, Northern Territory, Australia

During my time as a Desktop Problem Engineer, I played an essential role in providing third level technical support for the Northern Territory (NT) Government. My primary responsibility was to investigate and resolve complex or critical incidents across Desktop Services, Network Management, and Voice & Telephony contracts. I provided assistance through various channels, such as phone, remote access, or by attending the site in person, all while ensuring customer satisfaction remained high. To perform my job effectively, I had to communicate and liaise with NT Government managers, third-party vendors, and service providers. My role also involved prioritizing incident and problem ticket workload based on impact and urgency. This allowed me to ensure that critical issues were resolved as quickly as possible. I provided timely and accurate documentation of investigations and work performed. This included systems documentation, incident and problem tickets, known error documentation, asset and configuration records, and timesheets. Moreover, I performed trend analysis on incidents across the contracts and documented my findings. This helped me identify potential underlying issues and areas of improvement. By doing so, I could eliminate risks and ensure that similar issues did not occur in the future. Overall, my role was crucial in maintaining a high level of technical support and ensuring that the Northern Territory Government's systems and infrastructure were running smoothly.While working in the Problem Management team, I acquired the skills needed to assess the scope and severity of issues, and devise a plan of action to restore services for clients. This role enhanced my ability to diagnose and troubleshoot problems, and taught me to be perseverant in seeking solutions, be it through process enhancements, taking corrective measures, or undergoing training to better understand and implement solutions myself.

Darwin, Northern Territory, Australia

As a Desktop Support Engineer, I was responsible for providing comprehensive and efficient second level technical support to employees of the Northern Territory (NT) Government. My main duty was to assist customers and third-party companies, which involved receiving calls and emails and responding to tickets in a timely manner. In addition to this, I ensured that all tickets were resolved within the Service-Level Agreement (SLA) timeframe and that customers were satisfied with the resolution. I had to be proficient in resolving a wide variety of technical issues, including software and hardware problems, network connectivity issues, and mobile device management.I also conducted software installations and upgrades, ensured that all systems were up-to-date with patches and security updates, and provided detailed updates on service requests and incidents. Furthermore, I documented all technical support activities, including troubleshooting steps, resolution details, and customer feedback, to ensure that all information was properly recorded for future reference.I worked extensively on incidents for the NT Police, Fire & Emergency Services (NTPFES) domain. Initially, I was rotating with other technicians, but eventually became the sole and unofficial senior remote technician for the queue. I gained recognition for my excellent rapport with IT Managers and my extensive knowledge, which led to me being rewarded with additional responsibilities, including being selected as the primary on-call technician. I took pride in being the subject matter expert (SME) for documenting and publishing work instructions for the NTPFES environment for remote incident and task management. Even after transitioning to my Problem Management role, I continued to mentor the remote technicians who eventually replaced me.

Darwin, Northern Territory, Australia

As a Remote Deployment Technician, my primary responsibility was upgrading the government devices across the Northern Territory (NT) from Windows XP to Windows 7 during after-hours. The upgrade process involved performing backups of user profiles and data before initiating the upgrade process. I had to inform all the users whose devices were chosen for the upgrade, providing them with instructions to follow. In addition, I had to document all the existing software before the upgrade and reinstall it after the upgrade was completed, ensuring that user functionality remained unaffected.During the deployment of the upgrades, I had to make sure that everything was successful and address any issues that arose during the process. If there were any issues, I had to troubleshoot and resolve them as quickly as possible to keep the process moving smoothly. I had to make sure that the devices were upgraded successfully and were fully functional after the upgrade.At the end of each night, I had to submit a report that accurately detailed the work done and the status of each device. The report included information such as the device name, the time it took to complete the upgrade, and any issues encountered during the process. The report was essential in providing accurate information about the progress of the upgrades and any potential issues that needed to be addressed.

Darwin City, Northern Territory, Australia

In my role as a Desktop Refresh Engineer, I had the responsibility of replacing old laptops and desktops that were out of warranty at numerous locations of the Northern Territory (NT) Government in the Greater Darwin area. The process involved several tasks, including imaging the new devices with Windows 7, transferring user profiles and data, installing the necessary software and drivers, scheduling a convenient time to replace the old devices, and providing second level support to ensure a seamless transition without any loss of functionality. Additionally, I had to maintain accurate records by creating and updating tickets to track the changes made and the status of the devices involved.As the project progressed, I primarily focused on replacements for the Department of Health, and NT Police, Fire & Emergency sites. This included traveling to remote towns and communities throughout the NT to work on the local health clinics and police stations.

Darwin, Northern Territory, Australia

In 2011, I applied for an IT apprenticeship. Unlike other applicants who would be inducted into a school environment, I was fortunate enough to receive my training at Chan Data Centre for the Northern Territory (NT) Government. During my time there, I trained under two different roles, while simultaneously studying for the Certificate 3 in Information Technology at Charles Darwin University.As a Trainee Mainframe Operator, I worked a 12-hour day/night shift rotation that involved a variety of tasks. During business hours, I monitored the building's security cameras, recorded visitor details, and provided access keys to the server room. I also managed daily backup and recovery requests using storage tapes. This included collecting the serialized tapes, transporting them, and conducting routine audits on the tape library. After business hours, I monitored the status of servers across all NT Government sites, logging tickets for critical or down servers, and contacting on-call technicians for investigation. Additionally, I provided after-hours service desk support to NT Government employees, handling everything from password resets and software installs to general technical support. I also provided emergency after-hours support for Territory Housing Commission tenants by using a priority matrix, logging tickets, and contacting on-call contractors as needed.As an Infrastructure Management Assistant, I ensured that the workplace and server room were always in top condition. I was responsible for managing, updating, and auditing the inventory of the server room. This involved maintaining accurate records of all the hardware and equipment stored in the room, as well as their respective locations within server racks, and ensuring that all hardware and ports were properly labelled to avoid any confusion or mismanagement. Additionally, I assisted with installing and removing infrastructure cabling and patching.

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