Robert Plenge Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

As a Systems Consultant, I've been instrumental in driving technological advancements and operational efficiencies for various organisations. Leveraging my technical expertise, I've analysed business processes, identified areas for improvement, and proposed innovative solutions to optimise efficiency and productivity. Collaborating closely with cross-functional teams, I've ensured the successful delivery of IT services while providing training and support to end users and IT staff members. My proactive approach to problem-solving, coupled with my ability to manage multiple projects concurrently, has enabled me to consistently meet deadlines and deliver high-quality results. I've demonstrated a strong commitment to enhancing operational resilience and driving continuous improvement.•Be the technical lead on major priority one incidents including cyber-attacks, outages and companywide technical issues.•Conduct post incident risk assessments and provide next steps and recommendations to our management team and the client.•Main point of contact for engineers, ranging from junior staff to escalation engineers, offering guidance and assistance in troubleshooting client infrastructure issues.•Act as the primary consultant for 7 of Centrix business managed services clients, ensuring all client specific IT process and procedures are documented, setup to best practices. Responsible for meticulously documenting all client-specific IT processes and procedures, aligning them with industry best practices. This comprehensive documentation serves as a reference point for both internal teams and clients, ensuring clarity and consistency in operations.•Primary contact for the company's management team, providing regular updates on client engagements and proposing innovative solutions tailored to their business needs. My proactive approach helps drive continuous improvement and enhances the overall quality of service delivery.

As a Field Engineer, I played a critical role in providing technical support and ensuring the seamless operation of Centrix Solutions' largest business client, a prominent Australian medical institute. With a focus on technical expertise, I was responsible for addressing a wide range of IT issues and requests, spanning from simple end-user errors to significant Priority One incidents with business impacts.Key responsibilities and achievements include:•Leading Business as Usual (BAU) support efforts for the medical institute, responding to a high volume of support requests ranging in complexity and urgency.•Serving as the primary onsite presence for the client, managing day-to-day IT operations and ensuring the uptime and reliability of a complex IT infrastructure.•Conducting monthly visits to public hospitals where the institute had dedicated wards and floors, addressed technical issues and providing proactive support to enhance operational efficiency.•Responding to and resolving real-world cyber incidents, including both genuine threats and false positives, collaborating closely with the Managed Detection and Response (MDR) team to mitigate risks and ensure data security.•Managing and troubleshooting issues related to the institute's network, servers, printers, and other IT assets, utilising advanced technical skills to diagnose and resolve problems promptly.•Developing and maintaining detailed documentation of network configurations, settings, and troubleshooting procedures to facilitate efficient support and maintenance activities.•Conducting research into emerging technologies and industry best practices to identify opportunities for optimisation and enhancement of the institute's IT infrastructure.•Providing technical training and guidance to staff members on the use of new systems and technologies, empowering them to effectively troubleshoot issues and maximise productivity.

As an Escalation Engineer within the Service Delivery Team, I functioned as a Senior Support Engineer, shouldering a diverse array of responsibilities aimed at ensuring the seamless operation of IT services and delivering exceptional customer satisfaction.As the primary escalation point for complex technical issues, I managed day-to-day tickets with a keen focus on prompt resolution, meeting Key Performance Indicators (KPIs) and maintaining high service standards. My meticulous approach within a structured ticketing system ensured timely resolutions within agreed Service Level Agreements (SLAs), contributing to a consistent track record of 100% customer satisfaction.•Managed intricate technical issues beyond the purview of junior engineers, employing advanced troubleshooting and problem-solving skills to address complex challenges effectively.•Oversaw user onboarding processes, including system setup and induction sessions, ensuring seamless transitions while upholding security protocols during user terminations.•Regularly reviewed backup processes and system faults, ensuring the integrity and reliability of critical data and promptly responding to critical alerts concerning network or server infrastructure.•Spearheaded large-scale configuration deployments, streamlining processes for heightened efficiency and guaranteeing seamless integration of new hardware and software with existing systems.•Provided technical support to both customers and internal teams for escalated issues, resolving them through meticulous research, analysis, and diagnostic procedures.•Collaborated seamlessly during major Priority One incidents, addressing issues causing significant business impact and ensuring swift resolution to minimise downtime.•Documented all escalations, including resolution steps taken and root cause analysis, providing valuable insights for process improvement and organisational efficiency enhancements.

Sydney, New South Wales, Australia

As an IT Support Engineer at Centrix Solutions, I functioned as the primary point of contact for all incoming technical issues, encompassing end-user support, network and server infrastructure, service requests, and infrastructure monitoring/reporting. Working within a ticketing system, I ensured timely resolutions within agreed Service Level Agreements (SLAs), contributing to a consistent 100% customer satisfaction rate. Notably, I secured the 2nd rank company-wide for the year in customer satisfaction. Key responsibilities and achievements included:•Monitored and maintained the overall client network, overseeing VPNs, UPS, Servers, and user devices.•Created and maintained comprehensive hardware and software asset registers.•Configured and implemented automated workflows and reports for enhanced operational efficiency.•Conducted administration for Exchange Online/On-Prem and managed Windows 10/11 environments.•Maintained accountability for ticket management, demonstrating a proactive approach to issue resolution.•Installed and configured software and hardware, ensuring seamless integration with existing systems.•Conducted troubleshooting and root cause analysis for both infrastructure and end-user-related issues.•Created and managed user accounts across On-Premise, Hybrid, and cloud-only environments.•Utilised remote management and automation software, including ConnectWise Labtech, ScreenConnect, and industry-standard patching software.•Troubleshooted LAN, WLAN, and WAN environments, ensuring optimal network performance.•Configured and managed Access Control Lists (ACLs) to enforce permissions and enhance networking security.•Demonstrated expertise in Microsoft 365 troubleshooting and administration. Generated comprehensive support documents for internal use, facilitating efficient problem resolution and knowledge sharing.

Sydney, New South Wales, Australia

https://www.veritas-asiapacific.com/

Diploma, Information Technology Networking

Activities and Societies: ICTICT517 Match ICT needs with the strategic direction of the organisationICTNWK503 Install and maintain valid.

Certificate Iv, Information Technology Networking

ICTNWK401 Install and manage a server ICTNWK403 Manage network and data integrity ICTNWK404 Install, operate and troubleshoot a small.