Customer Service Information Technology

Location:

Sydney, NSW, Australia

Salary:

80,000 to 120,000

Posted:

December 11, 2024

Contact this candidate

Resume:

BEN HOLLIST

Mobile: 041*-***-***

Residential location is Maclean

Email:**********@*****.***

BRIEF CAREER OVERVIEW

In the time I have worked in the Information technology industry, I have held such positions within helpdesk, Deskside support (EUC) lead and management.

I have also worked a good majority of my working life within service delivery\customer service roles. IT is, I feel 75% customer service and 30% technical.

I have a proven track record within this industry, to consistently meet and exceed company set KPI’s and SLA’s. Same is said when in lead\management positions training and mentoring teams to also consistently meet company set SLA’s and KPI’s. My CV may be a few pages but please read through as it will give you a good understanding as to what I have achieved over the years. Also please see my brief synopsis of positions, companies & industries that I have had the pleasure working for and within. Thank You Google – Asia Pacific (APAC) IT Asset Manager

Staff of 15(Contract)

University of Western Sydney – Senior EUC

Support -(Contract)

KoneCranes – South East Asia (SEAP) IT Manager

(I step below CIO) –(Fulltime)

(Contract) NSW Health – Senior EUC Support –

(Contract)

NRI Formally ASG Group contracted to Air

Services Australia – National EUC Manager\Lead -

(Fulltime)

Cinimastudio (Film & Media) - Chief Lead

consultant for Information Technology

support (Casual Contract)

HCL Group-Contracted to SERCO IT Senior Lead

Grafton Correctional (Contract)

Transport NSW Senior Information Technology -

AV(Contract)

CAREER HISTORY

Currently on contract with Transport NSW(Full time contract) Position:Senior Information Technology for Audio Visual Dates: Sept 25-2023 – Current until January 5th 2025 Employed as a senior Audio Visual Technician under contract with TRS Recruitment managed services. Located 76 Victoria Street Grafton NSW.

Training and assisting in training for junior Technicians Working with AV systems, Cresrton, Mercury, Pollycom, AirMedia, AppSpace Advising and creating new processes and procedures for the efficient management of the AV Team Delivering high quality customer service for all users from VIPs to management & users within all of the NSW region Providing high level customer service on site and remotely through both face to face and on the phone whilst maintaining a high Standard of support and liaison between managers, employees, Audio Visual vendors, and their service technicians for the service and repair of any Audio Visual equipment, within all of the NSW region Communicating, creating, Building and maintaining good solid relationships with AV vendors and telco companies within all of the NSW region

Liaisons with external vendors and in the purchase and repair of equipment. Ongoing management maintenance and continuous operation of hardware, software and network systems within the Correctional Facility.

Providing assistance in Audio Visual connections to all users within the NSW region. Providing, assistance for Video Conferencing systems within sites conference rooms. Incident and request management utilising Service Now Training and advising users on the use of AV equipment ( Crestron, Airmedia, Teams, polycom, Microsoft Surface Conferencing Hubs .

Company: Currently Casual with The Ferrymen Contracted to RMS for Ferry operations in Lawrence and Ulmarra Cable Ferries(Casual) Position:Ferry In Chains Operator .

Dates:May 10th, Current

Safe Operation of Maritime Ferry

Traffic control of all vehicles and pedestrians that board vessel Working within a team environment

Safety check of vessel for the safe Operation of said vessel Maintenance of all Mechanical and operational systems Vessel operations under Maritime laws and guidelines Company:HCL Group Contracted to SERO(Fulltime rolling6-month contract) Position:Senior Analyst for EUC (End User Compute) Dates: October 2021 – November 2022

Employed as a senior EUC Consultant to SERCO under contract with HCL Group managed services. This was located within the New Correctional Facility located just outside of Grafton NSW. Delivering high quality customer service for all users from VIPs to management & users. Providing high level customer service on site and remotely through both face to face and on the phone whilst maintaining a high standard of support and liaison between managers, employees, vendors, contractors and service technicians for the service and repair of any miscellaneous IT equipment. (e.g.: printers, projectors & phone systems). Building and maintaining good relationships with IT vendors and telco companies Liaisons with external vendors and in the purchase and repair of equipment. Ongoing management maintenance and continuous operation of hardware, software and network systems within the Correctional Facility.

Liaising with security and their systems in the setup of above tasks. Providing EUC assistance to guards within maximum security prison areas. Providing assistance in Video and Web connections to Prisoners families and funerals. Providing Best Effort assistance for Video Conferencing systems within sites conference rooms. Help in creation of new team strategies, team organisation, efficiency and customer service. Incident and request management utilising Service Now Advising users on the use of this software for job logging for support services. . Working with Yealink VOIP, Teams phone systems.

Company:Cinemastudio(Casual Contract)

Position:Lead consultant for Film & Media Technologysupport Dates: September 2020 – Casually Ongoing

I was brought on to consult and assist in the efficient running and IT Technology upkeep for all film and Media equipment for the Radio and film industries

Assist in Technology support

Build relationships with clients and users

Responsible for the ongoing management maintenance and continuous operation of hardware, software for Film and media Managing, coordinating, mentoring and training teams and users Consulting on Technology tends and implementation of technology Software & hardware Understanding IT policies and assisting in the addition, and creation of new and existing policies. Project Management

Implementation of new procedures, policies and training for staff and management in the use of company software and computer systems.

Company: NRI-ANZ (Formally ASG Group Contracted to Air Services Australia(Permanent) Position:National Desktop support Manager\Lead.

Dates:April 9th, 2018 to August 31st 2020(PositionRedundancy due to Covid) I was brought on to create and scratch build a Desktop (EUC) team for AirServices Australia, (Air Side Fire fighters and Air Traffic control) Team Management

Re-developing and Implementing New procedures and policies Interviewing then employing

Building a team from scratch and developing them into a functional cohesive team Managing, coordinating, mentoring and training teams and users Nationally. Managing the onsite level 1-3 desktop - responsible for the ongoing management maintenance and continuous operation of hardware, software and network systems for over 400 users nationally delivering high quality customer service for all users to upper management level; purchase & setup of all new equipment for all new & existing users. Project management - software & hardware rollouts, testing implementations of software and hardware; departmental moves; branch relocations and new branch fit-outs – both nationally and internationally. Team motivation, mentoring and training.

Storage management and disaster recovery.

Liaisons with IT vendors; day to day management training and mentoring IT staff and other key IT users within Australia. Training and mentoring IT staff assisting and giving up to date advice on helpdesk operations. Travel within Australia and New Zealand to form a high level of customer service and rapport with users and management, as well as servicing any IT issues that may be apparent at the time. Implementation of new procedures, policies and training for staff and management in the use of company software and computer systems.

Company: NSW Health(Contract)

Position:Senior Workspace Analyst - servicing sitesfrom Wollongong to Sydney.

Dates:Dec 2016 to Feb 2017 - Then again from Oct2017 to March 2018

My role was to manage & resolve incoming calls for support assistance and assist in the creation and management of processes and procedures.

Company: Konecranes Pty Ltd(Permanent)

Position:IT Manager for the SEAP (South East AsiaPacific) region. Dates:November 2012 – November 2015

My role was to manage the day to day duties of my team of 10 over 4 countries, this included team management, mentoring & training, servicing and repairing IT related equipment and software:

Company: University of Western Sydney (UWS)(Contract) Position:Senior Desktop Support Officer

Dates:September 2011 – September 2012

One year desktop support contract – Level 3 Desktop Support/IT Officer across five campuses of UWS;

delivering high quality customer service for all users from students to upper management.

Company Google(Contract)

Position:IT Asset Team Manager\Lead for Asia Pacificregion

(APAC)

Dates:January 2011 - September 2011

My role as IT asset management & purchasing lead, was to lead a team of 15 in the management and purchase of all IT assets within the APAC region. This required a very specific understanding of different cultures, business liaising and of course required a delicate hands-on approach. Involved with servicing up to 5000 users within the Asia Pacific region.

EDUCATION AND TRAINING

August 2002 - July 2003 - TAFE NSW – South Western Sydney Institute

Miller College

Certificate IV in Information Technology (Passed with Distinction)

January 2002 - July 2002 - TAFE NSW – South Western Sydney Institute

Miller College

Certificate II in Information Technology (Passed with Distinction)

INTERESTS/HOBBIES

Building rustic furniture

Online video presenter for DIY YouTube channel (The Bush Shed)

Music & Entertaining

President of Community Radio2mcr MacArthur & on-air presenter Have worked in both Commercial Radio and Community Radio.