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.
• 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

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.

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.
• 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.

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.
• 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

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.
• 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

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.
• 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

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.

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

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.