Overview
Work History
Timeline
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Ariel Nicolas

Miurhead,NT

Overview

3
3
years of professional experience

Work History

ICT Support Officer

Department of Education
Darwin
11.2023 - Current
  • Provide ICT support, guidance, and assistance to corporate and school clients with the key systems and day to day issues
  • Ensure services are delivered in accordance with service level agreement and resolve technical and non-technical issues with service providers, escalation of ICT incidents and tasks
  • High level of ICT support on enterprise level behalf of corporate and NT schools with good communication and in accordance with ICT guidelines
  • Assisting ICT Managers with requested tasks including from email and Jira portal to assure services are given.

System Engineer (Application Packager) - Associate

NEC Corporation
Darwin
08.2023 - 11.2023
  • Assisted senior application packagers in packaging and deploying software applications for enterprise-wide distribution
  • Conducted preliminary compatibility testing and documented installation procedures for various software packages which includes scripts such as Powershell, SQL
  • And Phyton primarily
  • Assisted in troubleshooting and resolving packaging and deployment issues
  • Investigated installation issues by checking windows logs
  • Performed application testing by utilizing Virtual Machine and ADT Toolkit.

EUC Field Engineer

NEC Corporation
Darwin
06.2022 - 08.2023
  • Provide training for colleagues, service desk trainees, and school-based apprentices
  • Investigate and report system issues to team lead or appropriate team to expedite resolution as required
  • Resolve and Action the Severity 1 level ticket such as Replacing and configuring Servers and Switches in NT urban schools and corporate offices
  • Provide desktop support for multiple departments in Northern Territory Government which include DE, DCDD, DITT, DOH, and LA
  • Assist clients in organizational systems architecture reviews and assessments and recommending current and future hardware and software strategies and directions.

Service Desk Level 2 Support

Department of Education
Darwin
04.2021 - 06.2022
  • Maintain client relationships by providing trust communication, and IT services that meet the DoE Service Level Agreement criteria
  • Perform troubleshooting and systems support for DoE end users includes Installation, configuration, maintenance, and upgrade of desktops, software, hardware, printers, Internet, email, databases, operating systems, and security systems
  • Perform extensive research to analyse, validate, and manage accounts via admin tools such as ePass, Active Directory and Exchange Admin Centre
  • Frequently updating and actioning tickets in personal queue, team queue and open idle queue to increase every individual's KPI
  • Managing and resolving iPads issue through JAMF.

Service Desk Level 1 Support

Department of Education
Darwin
12.2021 - 04.2022
  • Identifying variations and potential high-risk areas in securing adherence to standards and procedures
  • Actioning ticket and assets managements including warranty and deployments
  • Reimaging devices/provide assistance to reimage device to suit current SOE compatibility
  • Assisting clients in proposing workstation setup plan for executives.

Timeline

ICT Support Officer

Department of Education
11.2023 - Current

System Engineer (Application Packager) - Associate

NEC Corporation
08.2023 - 11.2023

EUC Field Engineer

NEC Corporation
06.2022 - 08.2023

Service Desk Level 1 Support

Department of Education
12.2021 - 04.2022

Service Desk Level 2 Support

Department of Education
04.2021 - 06.2022

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Ariel Nicolas