DANIEL PURDIE
Brisbane
Summary
Experienced IT professional with 8+ years of expertise in system analysis, technical troubleshooting, and IT process optimisation. Proven track record of improving operational efficiency and implementing scalable solutions in alignment with business goals. Skilled in resolving complex technical issues, improving service delivery, and providing user support across healthcare, government, and enterprise sectors.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Information Technology Analyst
Telstra Health
04.2022 - Current
- Delivering Level 2 and 3 technical support to counsellors in the domestic violence sector, while providing end-to-end support across the full suite of Telstra Health products and services used by hospitals, government agencies, and general practice clinics.
- Played a key role in achieving a 42% monthly incident resolution rate, contributing to continuous uptime and operational stability of critical healthcare systems and applications.
- Operating as part of a critical support service team, working on a rotating roster to deliver 24/7 technical support across multiple time zones, ensuring continuous availability for users in high-dependency healthcare environments.
- Supporting the onboarding of critical healthcare services by assisting in the training of new counsellors, ensuring smooth integration into Telstra Health’s support systems and maintaining service continuity.
- Management of large-scale incident requests by taking ownership of master tickets that impact multiple users, coordinating resolution efforts across teams to minimise downtime and ensure timely communication and service restoration.
- Conducting regular audits of service desk interactions to ensure quality, compliance, and consistency, overseeing and reviewing tickets created by team members to support continuous improvement.
- Developed and implemented technical documentation strategies leveraging data analytics tools, resulting in a 20% increase in user adoption for newly deployed software.
- Mentoring junior service desk staff by sharing technical knowledge and best practices, contributing to the development of a high-performing, collaborative support team.
- Improved SLA response times by 15% through strategic resource planning based on support request volume analysis.
- Assisted in implementing email as one of the primary support channels, resulting in a 30% reduction in response times and improved user satisfaction.
- Contributed to the successful implementation of a Salesforce CRM solution, streamlining workflows, improving data management, and enhancing overall customer relationship engagement.
- Served as the primary liaison between the service desk team and end-users, effectively translating technical issues into clear solutions, resulting in improved user relationships and faster issue resolution.
Desktop Support Technician
RSM
05.2021 - 04.2022
- Delivered Level 1 and 2 technical support to internal staff across RSM sites nationwide, both on-site and remotely, using TeamViewer, Remote Desktop, and Skype for Business / Microsoft Teams.
- Responded to support requests via ServiceNow, managing incidents and service requests through phone, email, and face-to-face channels, while ensuring SLA adherence and proper escalation.
- Led the hardware refresh rollout across Brisbane and Toowoomba offices, enabling a seamless transition and improving system performance, resulting in a 25% increase in productivity.
- Assisted in the migration to a cloud-based infrastructure, improving system accessibility and reducing infrastructure costs by 20%.
- Provided hands-on technical support during interstate travel to multiple offices, ensuring consistent service across geographically dispersed teams..
- Maintained strict compliance with IT security policies and national standards, helping to safeguard systems and data.
- Coordinated with hardware and software vendors to resolve defective equipment issues, ensuring prompt service restoration and minimal disruption.
- Supported the successful setup and delivery of monthly executive board meetings, ensuring all AV and IT infrastructure met functional and compliance requirements.
- Provided after-hours support for critical IT services, ensuring availability during system outages and peak operational periods.
- Contributed to internal service delivery improvements by participating in team meetings and sharing insight into recurring IT issues and user feedback
- Responsible for establishing an environment for monthly executive board meetings ensuring hardware and software regulations are met.
Technical Consultant
Apple
01.2017 - 05.2021
- Delivered timely hardware and software support to internal teams, troubleshooting and resolving technical issues across macOS, iOS, and Apple hardware platforms including iMacs, MacBooks, and mobile devices.
- Managed technical support tickets in alignment with service level targets, prioritising and escalating issues through internal ticketing systems.
- Conducted online technical training sessions for new technical advisors, resulting in a 32% improvement in first-call resolution rates and enhanced team knowledge.
- Performed maintenance and repairs on desktop and portable Macs and accessories using tools such as Apple Remote Desktop and JAMF, ensuring optimal device performance and minimal downtime.
- Coordinated logistics for remote employees, including equipment preparation, shipping, tracking, and recovery of returned assets to maintain accurate inventory.
- Maintained and updated internal hardware asset databases, tracking equipment deployment, repair status, and returns to ensure accurate inventory records.
- Maintained and updated internal hardware asset databases, tracking deployment, repair statuses, and returns for inventory accuracy.
- Collaborated with internal and partner teams to proactively identify and resolve emerging technical issues, minimising potential business disruptions.
- Authored internal documentation and troubleshooting guides, contributing to team training and the development of a shared knowledge base.
- Consistently achieved KPIs across resolution times, compliance, assurance, and average call handling metrics, supporting service excellence.
- Maintained user account records in accordance with firm authentication and data security procedures, contributing to organisational compliance and integrity.
Sales Consultant
Telstra
01.2015 - 01.2017
- Analysed small businesses to identify issues and generate value by refining processes and offering tailored technology solutions.
- Generated a 17% increase in revenue by offering tailored technology solutions to small business based on thorough analysis and understanding of the business’s needs.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Increased referral business by establishing a strong rapport with existing clients, leading to positive word-of-mouth recommendations and an expanded customer base.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Education
Graduate Diploma - Information Technology
Queensland University of Technology
12-2025
Graduate Certificate - Business Analysis (Information Technology)
Queensland University of Technology
09.2023
Diploma - Business Administration
Upskilled
05.2021
Skills
- Level 1, 2 & 3 technical support (remote & on-site)
- Endpoint management across Windows 10/11, macOS, and iOS
- JAMF, Microsoft Intune
- Device setup, imaging, asset lifecycle, and hardware refresh coordination
- AV and boardroom equipment installation and support
- Microsoft Authenticator and multi-factor authentication (MFA) support
- Jira & Confluence (Atlassian Suite)
- ServiceNow (incident & request management)
- Microsoft 365 (Teams, Outlook, SharePoint, Excel)
- Salesforce CRM administration
- Azure Active Directory
- VMware (virtualization)
- SLA monitoring, ticket triage, and escalation handling
- Technical documentation & SOP development
- Training facilitation and end-user onboarding
- QA ticket audits and service reporting
- IT governance compliance & security protocol adherence
- Vendor coordination
- Cloud environment support & migration
- Zscaler
- LMS platforms
- Genesys Contact Centre platform
Certification
- NV1 Negative Vetting Clearance
- Microsoft MD-100
- Microsoft MD-700
Timeline
Information Technology Analyst
Telstra Health
04.2022 - Current
Desktop Support Technician
RSM
05.2021 - 04.2022
Technical Consultant
Apple
01.2017 - 05.2021
Sales Consultant
Telstra
01.2015 - 01.2017
Graduate Diploma - Information Technology
Queensland University of Technology
Graduate Certificate - Business Analysis (Information Technology)
Queensland University of Technology
Diploma - Business Administration
Upskilled
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