Brendon Luong
Perth,WA
Summary
Dynamic I.T individual with proven track record experience at Realcognita Pty Ltd, excelling in remote support and technical troubleshooting. Enhanced customer satisfaction through efficient problem resolution and developed strong client relationships. Skilled in IT procurement and team development, driving operational improvements and fostering a collaborative environment for success.
Experienced with IT infrastructure management and team leadership. Utilizes strategic planning to optimize technology solutions. Track record of driving efficiency and innovation in IT operations.
Dynamic individual with hands-on experience in every department from Support, basic networking, Systems, Management, Security with talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
20
20
years of professional experience
Work History
Helpdesk Engineer
Realcognita Pty Ltd
05.2014 - Current
- Assisted in the development of internal training materials to improve help desk engineer skills.
- Contributed to the creation of a knowledge base, consolidating common solutions for future reference.
- Kept updated on industry trends and emerging technologies through ongoing professional development courses.
- Conducted remote troubleshooting sessions for faster resolution of technical problems.
- Increased productivity, providing end-user support for hardware and software issues.
- Developed strong relationships with clients, earning trust through responsive communication and reliable problem-solving abilities.
- Enhanced security, implementing antivirus software and firewalls to protect sensitive data.
- Provided on-site support when necessary, traveling to client locations for hands-on assistance.
- Maintained accurate records of client interactions, ensuring efficient communication between support teams.
- Coordinated with external vendors to troubleshoot specialized applications or equipment as needed.
- Delivered exceptional customer service, addressing concerns with empathy and professionalism.
- Improved customer satisfaction by quickly and efficiently resolving technical issues.
- Identified patterns in recurring issues leading to long-term solutions that improved overall system stability.
- Communicated complex technical concepts in simple terms for non-technical users'' understanding.
- Collaborated with team members to develop new strategies for improving help desk processes.
- Prioritized high-impact issues, effectively managing time and resources to ensure prompt resolutions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
- Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
- Oversaw IT department operations and training.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Guided organizational technology strategy and roadmaps.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Manage and project company I.T infrastructure during acquisition process of another company.
- Working directly with Directors, users, GM's and I.T consultants on projects I.T related goals to enhance company goals.
- Lead a team of specialized I.T consultants on projects and resolving complex issues out of my scope.
Manager
Aquarium Seafood Chinese Restaurant
09.2005 - 03.2018
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Managed all aspects of restaurant's social media presence, enhancing brand awareness online.
- Oversaw food preparation and monitored safety protocols.
- Successfully balanced multiple responsibilities simultaneously, including taking orders, serving meals, clearing tables, and attending to guest needs promptly.
- Provided exceptional customer service during high-volume shifts, maintaining a calm demeanor under pressure.
- Handled cash transactions accurately, ensuring proper accounting at the end of each shift.
- Greeted customers at front counter to answer questions and input meal orders into POS system.
- Developed strong rapport with regular customers, contributing to increased repeat business.
Software Consultant
Geedee Realty Systems
07.2010 - 02.2014
- Served as primary liaison between software customers and development team, relating feedback and concerns for future patch cycles.
- Presented product demonstrations to clients, showcasing features and benefits that met their specific needs.
- Designed, tested, installed and monitored new systems.
- Provided quality assurance testing for pre-release software through alpha and beta cycle development channels.
- Troubleshot issues during software deployment phases ensuring successful installations at client sites.
- Improved software performance by identifying bottlenecks and optimizing code.
- Consulted with clients to align future software development with customer priorities.
- Aided in software implementation for clients in [Type] industry, providing setup and initial training services.
- Translated customer requirements into functional specifications, aligning software capabilities with desired outcomes.
- Improved user satisfaction by providing prompt technical support and addressing software or hardware issues effectively.
- Administered software updates, maintaining optimal system performance across all devices used by field support staff.
Education
No Degree - I.T Support Technician
Australian Institute of Commerce & Technology
Perth, WA03-2010
Skills
- Remote support
- Ticket management
- Software installation
- Network configuration
- Hardware repair
- Mobile device support
- Software development
- System administration
- Operating systems
- Troubleshooting skills
- Network troubleshooting
- Hardware troubleshooting
- Application support
- Project management
- System configuration
- Project coordination
- IT asset management
- Technical troubleshooting
- Team development
- IT procurement
- IT infrastructure
- Mobile technologies
- Technical leadership
- Infrastructure development
- Interpersonal skills
Accomplishments
- Achieved company acquisitions by projecting entire project myself along with specialised consultants with high accuracy and efficiency.
- Achieving efficiency in managing and projecting multiple business units locally in Perth and Australia wide.
- Created an I.T environment where we work together with the businesses as a team to achieve company success and goals.
Languages
Chinese (Cantonese)
Professional Working
English
Native or Bilingual
Interests
- Video Gaming
- Physical Fitness and Wellness
- Travel
- Culinary and Food
- Outdoor and Adventure
- Technology and Innovation
Timeline
Helpdesk Engineer
Realcognita Pty Ltd
05.2014 - Current
Software Consultant
Geedee Realty Systems
07.2010 - 02.2014
Manager
Aquarium Seafood Chinese Restaurant
09.2005 - 03.2018
No Degree - I.T Support Technician
Australian Institute of Commerce & Technology
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