Sebastian R. Email & Phone Number

North Strathfield, Nsw, Au

Sydney, New South Wales, Australia

• Provide expert-level technical consultation and support to clients in various industries, offering guidance on IT infrastructure, systems, and processes.• Conduct thorough on-site assessments to understand client needs, challenges, and goals, and recommend suitable IT solutions.• Collaborate with clients' IT teams to troubleshoot and resolve complex technical issues that cannot be resolved remotely.• Stay up to date with the latest industry trends and emerging technologies to offer innovative solutions and optimize client systems.• Design and implement customized IT solutions tailored to client requirements, leveraging deep knowledge of hardware, software, networking, and security principles.• Install, configure, and integrate IT systems, applications, and infrastructure components, ensuring seamless functionality and compatibility.• Conduct thorough testing and quality assurance procedures to validate system performance and resolve any issues before final implementation.• Maintain strong client relationships, serving as a trusted advisor and providing regular updates, progress reports, and post-implementation support.• Identify opportunities for additional services or solutions that align with client needs and business objectives, contributing to account growth.• Actively participate in knowledge sharing, staying updated on industry best practices and certifications relevant to the IT field.• Travel extensively to client sites, ensuring on-site presence for consultations, assessments, and project implementation as required.

Sydney

Sydney, New South Wales, Australia

• Provide technical support to a variety of customer environments (End user hardware, networking, security, telephony, printers, Active Directory, Cloud Environments, O365 Suite, and third-party applications).• Monitor PRTG alarms, perform root-cause analysis to determine the cause and take corrective actions or refer faults to appropriate expert teams when necessary. • Installation and troubleshooting of hardware and software on site and remotely within out SLA’s. Suggestion of best practices to customers to minimise common fault occurrence.• Onboarding and Offboarding both hardware and software for internal and external customers via on site DC and Azure AD and monitoring through ConnectWise project dashboard for time and resource management. • Conduct and monitor Back up jobs on Veeam and Carbonite. Monitoring of License status. • Analyse Proofpoint mail reports, SkyKick and DMARC notifications and conduct corrective actions. • Contribute to the knowledge and information management system on IT GLUE.• Effective use of ConnectWise to create, manage and escalate customer requests/incidents and time accountability. • Windows 2008, 2012 and 2016 Server Maintenance (Updates, Corrective actions, Security compliance).

Southport, Queensland, Australia

• Supervised Helpdesk team and provide coaching, support, and regular training to improve performance.• Performed a KPI analysis based on the current ticket system data to identify improvement opportunities with current processes.• Identifying hardware and software solutions by applying a solution-based approach to understand the root cause of problems to find an optimal solution.• Troubleshooting technical issues with end users, supervisors and/or managers as necessary.• Diagnosing and repairing software and hardware faults by providing clear instruction to tech savvy and non tech savvy users over the phone.• Installing and configuring in house software in Android OS based hardware for major rollouts with quality assurance and ensuring all documentation is properly completed.• Maintaining communication with customers in a timely, friendly, and professional manner to keep them updated about the status of orders, reports, and support tickets.• Liaising with back-end engineers to analyse user logs in the system’s database to determine trends and patterns that help us identify common issues.• Developing and documenting processes into the QMS system towards ISO 9001 Certification.

Bogotá

• Determined the scope of big revenue projects in the planning phase to ensure the delivery of the project scope according to commercial definitions and technical designs.• Adjusted project plans accordingly based on specifications and staff availability following the PMI standard guidelines.• Spearheaded project meetings with team members to discuss ongoing, planned and recently completed projects.• Liaised with clients to provide timely and relevant status updates.• Ensured project deadlines were met by managing and collaborating with contractors and internal customers to monitor performance and adjust plans dynamically using hybrid project management approach.• Increased process improvement initiatives and troubleshot problems for corrective action to boost functionality and workflow.• Responsible for providing training to the Caribbean team and new project managers in the company’s project management software (IBM Maximo), providing guidance and coaching to ensure the team’s cohesion and efficiency.• Collaborated with technical and executive teams to define, plan, and lead the implementation of new products for the company’s product pipeline.

Bogota

• Grew company revenue by 15% and recovered previous year losses by rebuilding customer loyalty.• Liaising with current accounts to assess current satisfaction levels and increased revenue.• Generated new accounts by implementing effective networking and content marketing strategies using VoIP forums and LinkedIn.• Established 10 new accounts per quarter, earning profit of over $150,000.• Resolved common technical incidents and perform configurations to the customer’s platform to increase the reliability of the VoIP routes provided.

Master Of Information Technology, Information Technology, 6.25

Activities and Societies: *Volunteer for LASA (Latinamerican student association) with activities that seek to promote the Latin culture.

Leadership And Management Diploma, Business Administration And Management, General, 6.5

General English, Languages, 6.5

General English, English for academic purposes and AECS Advanced English for communication skills.

Telecommunications Engineering Project Management - Specialisation., Project Management, Pmi., 6.5

Telecommunications Engineering, Computer Systems Networking And Telecommunications, 6