Patrick Soliman Email & Phone Number

Melbourne, Victoria, Australia

- General administration and coordination of IT business-as-usual functions.- Maintenance of vendor relationships with focus on delivering optimum customer service, and the coordination of agreements, renewals and IT records ensuring all work areas remain documented accurately and effectively.- Proactively recognising inefficiencies or problem areas as they arise and making recommendations tooptimise processes and improve quality of business.- Monitoring IT processes for quality, compliance, completeness and effectiveness and recommending change actions.- Working in an agile way and collaborating with key stakeholders to deliver on IT requirements.- Ensuring project management methodology is followed, including progress reports, risk and projectdocumentation.- Delivering operational processes and business outcome deliverables in line with risk management,compliance frameworks, and relevant regulatory, fraud control, audit and compliance requirements including delivery of internal audit requirements.

Melbourne, Victoria, Australia

- Providing prompt and friendly first line communication for clients via telephone, email and ticketing systems- Providing first level resolution where possible and forwarding requests and incident notifications- Providing accurate customer advice and guidance on requests and incidents- Ensuring quality information is logged in the CRM system- Creating and updating knowledge management systems whilst ensuring documentation is accurate- Liaising with NEXTDC facilities and service delivery teams nationally to deliver seamless customer experience- Monitoring of critical infrastructure and escalation as required to the appropriate technology/facility support team- Assisting in the identification and/or risks listed in the Information Security Risk Register, including implementing the approved controls, processes and procedures- Generating monthly reports for customers, including data retrieval, cleaning and formatting- Providing monthly reports in a timely manner to meet SLAs

Melbourne, Victoria, Australia

- Delivery of level 1 and level 2 technical support- Use of Service Now to create/resolve incidents & requests- Deploying access changes to accounts using Azure Active Directory- Determining necessary escalations to level 3 support and arranging tickets to meet level 3 requirements- Contacting external vendors to organise hardware replacements and/or arrange a technician to visit the site - Completion of in-depth troubleshooting of software/hardware to determine source of the issue- Closing tickets in a timely manner to meet service level agreements- Monitoring store EFTPOS servers to ensure all stores EFTPOS machines are operational- Pushing data from Head Office servers via Automic to ensure stores have received the latest data batches- Pushing store data from POS systems to Head Office to ensure data is accurate and up to date- Creating and publishing knowledge base articles to assist colleagues in resolving unique/complex issues