DAMIAN CLARIDGE
IT/OT Analyst
Murray Street Perth CBD
Summary
Innovative IT Support Specialist with a proven track record in selecting and setting up diverse technical equipment. Possessing strong written and oral communication skills, consistently ensuring knowledgeable and satisfied customers. Excellent instructional and problem-solving abilities effectively reduce concerns associated with new technology. Continuously seeking out new opportunities to enhance business processes through automation, dedicated to improving efficiency and driving success.
Overview
5
5
years of professional experience
11
11
years of post-secondary education
Work History
Analyst Technology Operations Centre
Roy Hill Mining
05.2024 - Current
- Troubleshoot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Occasionally taking the role of a Major Incident Manager at time when the MIM is not available.
- Created value through automation to improve the efficiency of other teams in the Control Room
IT Service Desk Engineer
Roy Hill Mining
01.2024 - 05.2024
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Completed minor project work to improve the reliability of the Induction team by moving to a wireless technology while maintaining the current one to improve redundancy
- Collaborated with team members to investigate and find a solution to a reoccurring problem.
Desktop Support Technician
City Of South Perth
03.2023 - 01.2024
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Used KNOX and Apple Business manager to track devices within the MDM and allow apps on the app store.
- SCCM/Intune management of company devices
- Learned and implemented new software testing procedures.
- Researched and identified solutions to technical problems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Updated and maintained the Asset management system to keep track of devices owned by the company
IT Service Desk Engineer
Capgemini
02.2022 - 03.2023
- Elizabeth Quay
- Main duties/Tasks: Troubleshooting with users over the phone to find causes of client issues and remoting into their computers via an IP address and or Configuration Manager
- Installation of industry leading apps such as Electronic Technician/Technician Toolbox(CAT products)
- Clients managed under MSP include Westrac/SWIFT/Water Corp/Western power/Flybys/ENI/Sustainability Victoria/Lederer/RIO Tinto and Covalent Lithium
- Skills developed- Large volume call traffic, Explanation to client on advanced technical commands via cmd over the phone, Approval based licensing requests, Ticket system management and filtering skills, Phishing identification, in-depth understanding of Event viewer and reading error codes
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Using Active directory and Azure Active directory online to add group polices to users which incldue but not limited to MFA/File access/Shared drive access/Internet usage restrictions/Email Signature changes and other matters related to AD/AAD
- Replacing faulty components on clients laptops like LCD/Keyboards/Logic boards/RAM/Hard drives on site and on time.
- Used VMware/Citrix daily as apart of my role as technical support to assist users and have used Symantec to verify user's authentication.
Laborer
MVLV
07.2020 - 11.2021
- Canning Vale
- Main duties/Tasks: Building Kiosks for Cliental using power tools and machinery and using correct safety practices
- Prepared job sites by removing debris and setting up materials and tools.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Observed site safety rules to maximize protections for team members and equipment.
- Performed general housekeeping and cleaning tasks.
- Used measuring tools such as gauges and tape measure to identify conforming parts during production.
- Understood and followed verbal and written instructions to complete work correctly.
- Identified and reported hazards on job sites to prevent accidents and injuries.
- Followed proper equipment operation and maintenance procedures to keep equipment in good working condition.
- Worked alongside team to accomplish work goals according to schedule.
- Utilized construction tools and machinery to effectively complete job site projects.
Technical Support Engineer
Telstra
06.2019 - 03.2020
- Main duties/Tasks – Tech support for Telstra customers having NBN and Mobile network issues Skills developed- Customer introduction and interaction, Script usage, Technological Jargon, Troubleshooting over the phone with customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Education
Certificate II in Information and Digital Media Technology, VETiS Consulting -
Western Australian Drivers license
ICT Troubleshooting Customer service techniques Certificate II in Outdoor Recreation -
Irene McCormack Catholic College
02.2013 - 01.2019
Leadership techniques Working well with others Smartmove Certificate (IT and Business) - undefined
Food Hygiene Certificate - undefined
Food storage safety Food preparation techniques Surf Life Saving Certificate in First Aid - undefined
Resuscitation techniques Deep water rescue - undefined
Irene McCormack Catholic College
01.2014 - 01.2019
Skills
Desktop Technical Support
Technical Writing
Safety awareness
Flexible and Adaptable
Problem-Solving
Mobile Deployment Samsung/Apple
SharePoint management and user assistance
Root Cause Analysis
Timeline
Analyst Technology Operations Centre
Roy Hill Mining
05.2024 - Current
IT Service Desk Engineer
Roy Hill Mining
01.2024 - 05.2024
Desktop Support Technician
City Of South Perth
03.2023 - 01.2024
IT Service Desk Engineer
Capgemini
02.2022 - 03.2023
Laborer
MVLV
07.2020 - 11.2021
Technical Support Engineer
Telstra
06.2019 - 03.2020
Resuscitation techniques Deep water rescue - undefined
Irene McCormack Catholic College
01.2014 - 01.2019
ICT Troubleshooting Customer service techniques Certificate II in Outdoor Recreation -
Irene McCormack Catholic College
02.2013 - 01.2019
Certificate II in Information and Digital Media Technology, VETiS Consulting -
Western Australian Drivers license
Leadership techniques Working well with others Smartmove Certificate (IT and Business) - undefined
Food Hygiene Certificate - undefined
Food storage safety Food preparation techniques Surf Life Saving Certificate in First Aid - undefined
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