Raphael Carlo Lizardo Email & Phone Number

Canberra, Act, Au

Canberra, Australian Capital Territory, Australia

- Incident management: Responding to and resolving service-related issues.- Problem resolution: Identifying and addressing underlying causes of recurring incidents.- Service request fulfillment: Ensuring timely and accurate completion of service requests.- Cybersecurity & COMSEC material handling: maintaining robust measures to safeguard sensitive information and COMSEC materials.- Security policy enforcement: Ensuring our clientele’s adherence to established COMSEC policies and procedures.- Monitoring IT services: Overseeing system performance to meet security standards.- Service performance analysis: Assessing and optimizing the efficiency of IT services.- Security documentation: Creating and maintaining records of security processes and protocols.- Knowledge base management: Updating and utilizing information for issue resolution.- Continual service improvement: Contributing to ongoing enhancements in service delivery- Vulnerability assessment: Regularly assessing our systems and procedures to identify and address potential security weaknesses.- Compliance monitoring: Ensuring compliance with industry regulations and organizational security standards.

Canberra, Australia

- Level 2 support to Unified Communication services. - Level 2 support MDM Phones. - Configuring and Provisioning MDM Phones- Configuring and Provisioning Unified Communication handsets and accessories.- Active Directory Users and Role Group profile administration.- Creating knowledge-based articles and work instructions- Training and development of team members.- Operational AD-HOC Duties

Canberra, Australia

- Initial customer support for customer’s Audio and Video queries and issues.- Process Daily Conference Booking requests via Phone, Email or Ticketing System- Manage High profile Telstra’s customer with their Audio and Video Conference bookings.- Monthly Billing and Reporting Operations. - Subject matter expert to our billing operations.- Training and development of team members.Achievements:-Rewards and Recognition for the cataloging all our billing operation process.-My Contributions to our billing operations have increased our monthly revenue by up to $25,000.-Rewards and Recognition for developing a business report template for the business unit’s team leaders, which significantly decrease their time constraints.

Canberra, Australia

- Coordinate Field Service Technicians for onsite service and repairs of MFD printers.- Liaise with customers in scheduling their service and repair requests.- Process orders and quotes of spare parts.- First point of contact to all service and invoice dispute.Achievements:-Awarded for implementing a streamlined operation for the Canberra service technicians.-Developed a process between me and my field technicians which resulted to very low SLA breach.