Robert De Guzman Email & Phone Number

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Australia

Representing one of the world's most expansive road networks, we are committed to working cooperatively and productively across all levels of government, to ensure our road network meets the needs of the community, industry, and stakeholders. Responsibilities • Manage day to day Service Desk Operations • Manage 5 Service Desk Analyst in Perth• Manage 5 indigenous trainees• Responsible for all Incident, Service Requests sent to IT Service Desk• Responsible for Service Desk SLAs • Provide new Support and Operational Documents to Service Desk Staff• Provide Major Incident Management support for business communications.• Provide reports to IT Manager with Service Now Tickets and Cisco Calls• Queue Management of Service Now ticketsAchievements • Transition Mainroads Service desk from Empired to ASG • Operational Documents for the Service Desk• Queue management reducing back log• Coaching for Indigenous cadets

Perth, Western Australia, Australia

My position as the Operations Manager has exposed me into dealing with clients on a non-technical level and contract and financial management. I have successfully renewed 3 client contracts in the value of over $350,000.00 pa. As the Operations Manager, I have developed a strong understanding in contract negotiation and used my ability to adopt to any client request.

Department Of Housing

The Housing Authority is an affordable housing provider involved in land development, housing construction and property management. Our work contributes to social and economic growth by delivering quality housing that people can afford and providing people with opportunities to prosper through home ownership. Responsibilities • Responsible for Incident Requests, Service Requests, Change Requests and Problem Management for Service Desk and Desktop Support. • Manage 5 Helpdesk Staff and 6 Desktop Support Staff for 3500 clients. • Execute the Service Level Agreements for all Service Desk and Desktop Support tickets. • First point of contact for escalation of Incident Requests and Service Request assigned to Service Desk and Desktop Support. • Create procedures for the Service Desk and Desktop Support technical documents. • Provided support for new ICT Projects. IE Win10 Rollout, Intune Mobility Upgrade and Axiom Finance Project. Achievements • Reduction of Incidents and Requests ticket for Desktop support from 100+ into 20+ valid tickets • Introduced the Problem Management for Housing Authority to help resolve multiple raised issues. • Created escalation support process for new applications implement by the client. • Delivered 3 months in a row of 100% SLA for Helpdesk and Desktop Support. • Deployed WIN10 rollout to 3000 Desktops and Laptops across WA region within 4 months

Department Of Housing Wa

The Housing Authority is an affordable housing provider involved in land development, housing construction and property management. Our work contributes to social and economic growth by delivering quality housing that people can afford and providing people with opportunities to prosper through home ownership. Responsibilities • Responsible for Incident and Service Request Management • Manage 4 Helpdesk Support Staff • Execute the Service Level Agreement for the Service Desk tickets • Escalation point for Incident Request and Service Request for Service Desk. • Analyse and gather historical data for Management reporting Achievements • Responsible for the new Service Desk for Zettaserve to support Department of Housing • Transition the Service desk from Fujitsu Helpdesk into Zettaserve Service Desk • Transition the Change Management process from Remedy toolset into System Centre Configuration Management. • Moved the Service Desk from Zettaserve 140 William St to Depart of Housing in Plain Street

Perth, Western Australia, Australia

Nickel West is a fully integrated mine-to-market nickel business with over 3500 employees and contractors. All nickel operations (open-cut and underground mines, concentrators, a smelter and refinery) are located within Western Australia. The integrated business adds value throughout the nickel supply chain, with the majority of Nickel West’s current production sold as powder and briquettes. BHPB Olympic Dam is Located 560 kilometres north of Adelaide, Olympic Dam is one of the world’s most significant deposits of copper, gold, silver and uranium. Olympic Dam is made up of underground and surface operations and operates a fully integrated processing facility from ore to metal. Responsibilities • Provided 3rd level support up to 3000 BHBP Nickel West and Uranium PC • Responsible for the software, MOE Security update deployments to Nickel West (WA) and Olympic Dam (SA) Desktop\Laptop computers. • Create and Manage all Change Requests raised for Zettaserve 3rd Level MOE Support. • Escalation point for Desktop Support Tickets • MOE Technical Support for CSC and BHPB Project Managers Achievements • Transition BHPB Nickle West PCs from Central Park into new BHBP Building • Software Deployment of MS Office 2003 and MS Office 2007 to BHPB Nickel West and Uranium PCs • Software Deployment of SAP 7.10 and 7.20 to BHBP Nickel West and Uranium PCs • Software Deployment of the PIMS (Honeywell) Systems to BHBP Uranium PCs • Understanding of GPO’s and the restrictions it applies to desktop machines

Perth, Western Australia, Australia

BHP is a world-leading resources company. BHP is responsible for extracting and processing minerals, oil and gas, with more than 72,000 employees and contractors, primarily in Australia and America. Their products are sold worldwide, with sales and marketing led through Singapore and Houston, United States. Their global headquarters are situated in Melbourne, Australia. Responsibilities • Provide level 2/3 IT Desktop Support for onsite staff and off-site staff. • Complete Remedy Trouble Tickets and Word Orders assigned to Desktop Support Que • Deployment of new equipment (Laptops, Desktops, Blackberry, PDA) • Maintaining existing IT Documentation. • Involvement in the development of new IT Solutions • Active Directory group membership. Achievements • Provided after hours support to visiting CEO meeting held on site • Successfully installed ArcMap into 3 PDAs that was used for Nickle Exploration

Perth, Western Australia, Australia

ASGARD Financial advisers consistently rank Asgard as one of the best providers of superannuation and investment solutions in Australia. Today, Asgard are proud to help over 400,000 Australians invest over $32 billion through our award-winning platforms and services. Responsibilities• Supervise 4 Service Desk staff in the Service Centre.• Provide first level telephone support for: Asgard IT production business systems (e.g. APS1, APS2, AFS2, InvAdmin, DCS, AdviserNet, Wings and External Systems)• Analyse IT service support processes and propose and implement planned improvements. • Preliminary assessment, investigation and call filtering of all support calls logged to the IT Service Desk.• Manage the assignment of second level support calls to the appropriate technical support team through to resolution and close and communicate support call status and progress to customers.• Administer internal IT equipment loans and print, copy and fax maintenance service support

Sydney, New South Wales, Australia

The Qantas Group's main business is the transportation of customers using two complementary airline brands Qantas and Jetstar. Our airline brands operate regional, domestic and international services. The Group's broad portfolio of subsidiary businesses ranges from Qantas Freight Enterprises to Qantas Frequent Flyer.Responsibilities• Manage the Service Level within the Service Centre (FOFC, P1 and P2 tickets)• Manage 24 Service Desk Analyst staff for 24/7 Service Centre. • Manage 4 Service Desk IT Security Staff• Manage Escalation process for missed SLA Problem Tickets.• Implementing and development new Service Desk Process for the Service Desk, IT Security and Escalation Departments.• Facilitation of communication between internal stakeholders, projects teams, next level resolver groups and third-party vendorsAchievements• Delivered a 100% SLA for the month of November 2005 • Involved in deployment of WINXP across Qantas worldwide to over 10,000 desktops

Sydney, New South Wales, Australia

The Qantas Group's main business is the transportation of customers using two complementary airline brands Qantas and Jetstar. Our airline brands operate regional, domestic and international services. The Group's broad portfolio of subsidiary businesses ranges from Qantas Freight Enterprises to Qantas Frequent Flyer.Responsibilities• Supervise 16 Service Desk Analyst for Service Centre.• Deliver the daily Call Pick Time SLA requirement for the Service Desk• Oversea Incident Request and Service Request assigned to the Service Desk• Liaison with internal IT staff and external contractors to provide IT resolutions for the Client • Documenting new and existing hardware / software fixes for all stakeholders.• Involved in Desktop hardware / software rollouts to all Qantas PC domestic and international.• Provided support to other Internal IT department to ensure competition of new IT projectsAchievements• Involved in resolving the printing issues for the new OS WinXP.

Sydney, New South Wales, Australia

The Qantas Group's main business is the transportation of customers using two complementary airline brands Qantas and Jetstar. Our airline brands operate regional, domestic and international services. The Group's broad portfolio of subsidiary businesses ranges from Qantas Freight Enterprises to Qantas Frequent Flyer.Responsibilities• Provide IT support for all Qantas staff and external contractors.• Issue Reporting, diagnosing, troubleshooting and escalation for Incident and Service Requests.• Assist with IT projects as assigned by KAZ / QANTAS Incident Management Team Leader • IT Network & Systems Manager/IT Business Systems Analysts• Liaison with 3rd party clients to resolve outstanding / ongoing IT issues.• Assist in maintaining the Desktop Support Technical Database. currentAchievements• Involved in resolving the printing issues for the new OS WinXP• Award in Excellence in Service Improvement 2005 – KAZ / Telstra Company

Perth, Western Australia, Australia

Sinclair Knight Merz was a private Australian company operating across Asia Pacific, the Americas, Europe, the Middle East and Africa. The company had global capability in strategic consulting, engineering and project delivery.Responsibilities• Provides a wide range of IT support to over 300+ users, 150+ engineers and Admin staff.• Escalation point for all help-desk technical support• Responsible of backup operations and restoring data from the network.• Involved in security testing of the new and existing Operating System.Achievements• Jack Knight Excellence Award in 2001 within the IT division for Sinclair Knights Merz, International.• Exceptional Service Award in 2001 within a team at Sinclair Knight Merz, Perth

Perth, Western Australia, Australia

Uniting Church Homes (Rowethorpe) is a non-profit organisation and provides full continuity of care across our day centre, home care and residential aged care services Responsibilities• Provide Information systems support to all Administration staff with their hardware and software needs• User login and hardware provisioning for new and existing staff• Software testing of BETA testing of new in-house applications• Administer phone request and updating the Telephone PABX system• Responsible for cruentation and maintaining the IT support documentation Achievements• Involved in the testing and implementing of Y2K applications • Involved in the changeover of analogue phone system, into digital environment

Diploma Of Project Management, Diploma Of Project Management, Complete

Activities and Societies: I studies part time while I worked in IT.

Diploma Of Management, Business Administration And Management, General, Complete

Activities and Societies: I studied part time at night for 4 years while I worked during the day.