ALAIN TOUOHOU
eHealth, Far North Digital Partnership Team
Cairns
1
Certification
17
years of professional experience
I am a dedicated IT professional with over 13 years of experience supporting enterprise ICT environments within healthcare. My expertise includes network and telecommunications support, Active Directory administration, SCCM, computer and printer deployment, group policy management, switch configuration, Alcatel-Lucent voice solutions, MobiCall paging, and application support.
I have a proven track record of delivering technical solutions and supporting major projects, including the deployment of over 100 computers and multiple printers for the ieMR Hub and Spoke Project. With strong stakeholder engagement and problem-solving skills, I effectively manage incidents, outages, and service requests while maintaining high levels of customer service.
Holding CCNA, CompTIA Network+, Security+, and ITIL5 certifications, and currently pursuing CCNP, I am committed to continuous learning and professional development. I am eager to contribute to the Far North Digital Partnership Team and welcome opportunities through the PTO relief register to further develop my skills while delivering quality ICT support services. Professional with comprehensive experience ready for this role.
Work History
Senior Technology Officer, Comm and Net
1 Year 1 Month- Provided enterprise network and telecommunications support for 60+ Queensland Health hospital sites, including regional and remote Far North Queensland facilities, ensuring highly available and reliable network services.
- Administered, monitored, and troubleshot enterprise LAN and wireless infrastructure, including Cisco Wireless LAN Controllers (WLCs), Cisco Access Points, Cisco DNA Center (DNAC), Cisco Identity Services Engine (ISE), and wireless device lifecycle management.
- Managed network services including DHCP, IP address management, and wireless connectivity to ensure secure communications and troubleshoot performance issues.
- Utilized enterprise monitoring and management platforms like Cisco DNAC and SolarWinds to identify faults, perform diagnostics, and optimize infrastructure performance.
- Supported enterprise telecommunications infrastructure utilizing Alcatel-Lucent OmniPCX Enterprise, OmniVista, PBX CLI, DECT, digital and IP telephony devices, providing configuration, provisioning, user administration, and operational support.
- Administered unified communications and PBX services, including extension provisioning, call feature configuration, voicemail administration, call permissions management, and troubleshooting of telephony and device registration issues.
- Managed and supported enterprise MobiCall paging systems, ensuring reliable messaging, user administration, and operational continuity across healthcare environments.
- Performed incident, problem, change, and asset management activities using ServiceNow (SNOW), adhering to ITIL best practices and supporting ICT asset lifecycle management.
- Engaged and communicated with stakeholders during network and telecommunications outages, providing updates and coordinating incident resolution to minimize disruption to operations.
Senior Deployment Technician WSR
3 Months- Utilized PowerShell scripting for efficient AD group matching.
- Managed IT assets to optimize utilization and enhance tracking accuracy.
- High standards in utilizing network management tools such as SCCM and Active Directory (AD)
- Hardware Deployment (PCs, laptops, tablets, printers and peripheral devices)
- Use of tools such as SolarWinds, Cisco DNA Centre, and Remote Desktop
- Experience using the software asset management tool SNOW
- Employed customized tools like Deployment Monitor to streamline deployment processes.
- Installed and configured Iprint, Ipharmacy, and HBCIS
Project Officer
4 Months- Contributed to ieMR Hub and Spoke Project by deploying and configuring end-user devices, printers, print queues, and healthcare applications, enhancing support for clinical operations.
- Coordinated with stakeholders, project teams, vendors, and end users, ensuring timely communication and collaboration during deployments, upgrades, and outages to minimize operational impact.
- Deployed, configured, and supported over 100 desktop and laptop computers and 50+ network printers across multiple healthcare facilities.
- Administered Active Directory (AD), including user and group management, Group Policy application, access control, and device provisioning.
- Performed software deployment, patch management, and endpoint administration using Microsoft SCCM to ensure compliance and security standards.
- Monitored and managed incidents using enterprise tools such as SolarWinds, Cisco DNA Center (DNAC), Remote Desktop, and ServiceNow (SNOW), facilitating effective asset management and infrastructure oversight.
- Managed enterprise network switches, including configuration changes, firmware/OS upgrades, troubleshooting, and switch replacement activities.
Food and Beverage Supervisor
2 Years- Managed drinks sales, costs, and budget to achieve financial targets.
- Supervised daily food and beverage operations ensuring high service standards.
- Trained and mentored staff on menu knowledge and customer service excellence.
- Developed and implemented efficient workflows to enhance operational productivity.
Food and Beverage Attendant
9 Months- Delivered exceptional service in alignment with restaurant standards and core values, enhancing overall guest satisfaction.
- Welcomed and thanked guests, fostering a positive atmosphere and encouraging repeat visits.
- Maintained dining and food service areas, ensuring safety and cleanliness for an enjoyable guest experience.
Change Management Analyst
2 Years 6 Months- Led the development of change management and business strategy to reduce losses and increase revenue.
- Facilitated network changes through collaboration with IT teams for seamless implementation.
- Implemented innovative methods to effectively resolve issues.
- Reviewed procedures to identify improvement opportunities.
- Approving threats and releasing changes using the change management portal.
Bilingual Technical Service Representative 3
1 Year 9 Months- Assisted customers with technical issues via email, live chat, and telephone, ensuring timely resolution to enhance customer satisfaction.
- Troubleshooting SaaS called Telus Business Connect, Landline phone, ADSL, and fiber internet.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Monitoring Network as a service (Naas). Resolving Syslog messages and Meraki Dashboard-generated messages.
- Documented customer complaints and inquiries to inform technical documentation and improve bug tracking processes.
Operations Customer Service Representative
2 Years 1 Month- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Utilized strong communication skills to effectively resolve product and consumer complaints.
- Delivered exceptional service to new and long-standing customers by closely addressing concerns and creating tailored solutions.
- Enhanced customer satisfaction through efficient resolution of problems with knowledgeable, friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Bilingual Speaking TSR Agent
3 Years 1 Month- Managed customer service issues by guiding customers or escalating to advanced support, ensuring timely resolution.
- Assisted customers with distinct technical issues via email, live chat and telephone.
- Demonstrated advanced product knowledge to solve customer issues.
- Providing technical support for repair centres in France for LED and LCD TVs.
- Reviewed support cases for technical accuracy and identified process improvements to enhance troubleshooting efficiency.
Apple Bilingual Speaking TSR
2 Years- Supported French customers with product inquiries and troubleshooting via phone and email, ensuring clear communication and effective resolutions.
- Troubleshooted Apple software and hardware issues related to Mac OS, iTunes, iOS, and the iTunes store to provide practical solutions to customers and ensure their satisfaction.
- Troubleshot Apple network-based routers such as Time Capsule, AirPort Express, and Airport Extreme.
- Provided support to customers in resolving their issues effectively. on how to use their Apple devices and ensured their satisfaction with the products.
- Completed professional development training to enhance technical knowledge and customer service skills.
Education
Bachelor of Science - Physics, Computer Science
Skills
Cisco LAN/WAN Infrastructure Management
Cisco Wireless LAN Controllers (WLC)
Cisco DNA Center (DNAC)
Unified Communications & VoIP Support
Network performance monitoring
Incident resolution
Switch Configuration
Upgrades & Replacement
DHCP & IP Address Management (IPAM)
Wireless Network Administration
Alcatel-Lucent OmniPCX Enterprise
SolarWinds Network Monitoring
SNMPc Network Management
ServiceNow (SNOW) Administration
Microsoft SCCM Administration
Desktop & Endpoint Deployment
IT Asset & Configuration Management
Enterprise Network Support & Administration
Network management
Healthcare ICT Systems Support (iPharmacy
HBCIS
ieMR)
Infrastructure Upgrade & Migration Projects
Edge Switch Replacement Projects
ITIL Incident
Change & Problem Management
Vendor Coordination & Technical Escalation Management
Outage management
Technical Documentation & Record Management
Group Policy (GPO) Management
Stakeholder Engagement & Communication
Adaptability
Teamwork
Accomplishments
Recognized for proactive thinking, self-motivation, and strong teamwork skills. Expanded professional expertise by successfully completing Open Cabling training and obtaining ITIL5 Foundation certification, strengthening both technical and service delivery competencies.
Certification
- 2026 – Cisco Certified Network Professional (CCNP) Enterprise – Routing and Switching (In Progress/Expected Completion)
- 2026 – Open Cabling Registration Training Completion
- 2026 – ITIL Foundation Certification (Latest Version) v5
- 2024 – Cisco Certified Network Associate (CCNA)
- 2024 – Microsoft Modern Desktop Support Course Completion
- 2023 – CompTIA Network+ Certification
- 2023 – CompTIA Security+ Certification
- 2021 – ITIL 4 Foundation Certification
Languages
English
Full Professional
French
Native or Bilingual
Interests
Hiking
Outdoor Recreation
Artificial Intelligence (AI) and Machine Learning
Cooking
AWARDS
ACCOR EMPLOYEE OF THE YEAR 2022 AND 2023
Timeline
Senior Technology Officer, Comm and Net
eHealth, Far North Digital Partnership Team
06.2025 - CurrentRead More
Senior Deployment Technician WSR
eHealth, Far North Digital Partnership Team
03.2025 - 06.2025Read More
Project Officer
eHealth, Far North Digital Partnership Team
11.2024 - 03.2025Read More
Food and Beverage Supervisor
The Pullman Hotel, Palm Cove
11.2022 - 11.2024Read More
Food and Beverage Attendant
The Pullman Hotel, Palm Cove
02.2022 - 11.2022Read More
Change Management Analyst
TELUS International Philippines, Inc.
06.2019 - 12.2021Read More
Bilingual Technical Service Representative 3
TELUS International Philippines, Inc.
09.2017 - 06.2019Read More
Operations Customer Service Representative
TELUS International Philippines, Inc.
08.2015 - 09.2017Read More
Bilingual Speaking TSR Agent
TCL Online Services Incorporated
03.2012 - 04.2015Read More
Apple Bilingual Speaking TSR
Aditya Birla Minacs
11.2009 - 11.2011Read More
University of Buea
Bachelor of Science from Physics, Computer Science
Read More