Dylan Pierre Dalais
Melbourne
Summary
IT support professional with over six years of experience delivering frontline and technical support within a large university environment. Known for a calm, solutions-focused approach and the ability to coordinate effectively under pressure. Experienced in managing service desk operations, supporting major system rollouts, and providing in-person and remote assistance to a wide range of users. Looking to bring my strong communication skills, technical knowledge, and understanding of exam delivery systems to the role of eExams IT Support Operations Coordinator.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Service Desk Officer
Monash University
02.2019 - Current
- Provided first and second-level IT support to students and staff via phone, email, and in-person channels.
- Diagnosed and resolved technical issues related to hardware, software, operating systems, and university systems.
- Delivered face to face support at the Service Centre, particularly during peak periods (e.g. orientation, exams, enrolment).
- Assisted in user training and onboarding for new tools, ensuring smooth transitions with minimal disruption.
- Provided technical support during high-stakes exam periods, ensuring device compatibility, software stability, and venue readiness.
- Supported BYOD and managed device configurations for eAssessment platforms.
Education
High School Diploma -
Carrum Downs Secondary College
Carrum Downs, VIC01.2014
Skills
- Leadership
- Communication
- Teamwork
- Problem Solving
- Customer Service
- eExam Knowledge
Certification
ITIL v4 Certified
Timeline
IT Service Desk Officer
Monash University
02.2019 - Current
High School Diploma -
Carrum Downs Secondary College