Gabriel Switzer
Senior Technition
Yatala,QLD
Summary
IT support professional with a track record of successfully managing service desk operations and delivering high-quality technical assistance. Known for strong teamwork and adaptability in dynamic environments. Proficient in diagnosing and solving hardware and software issues while maintaining excellent customer service.
Overview
12
12
years of professional experience
Work History
Senior Technician and Service Desk Co-Ordinator
Computer Services Group
01.2025 - 07.2025
- Oversaw daily operations, ensuring adherence to safety protocols and quality standards.
- Mentored junior technicians, fostering skill development and operational efficiency.
- Diagnosed technical issues, implementing solutions that minimised downtime and enhanced productivity.
- Streamlined workflows by optimising equipment usage and maintenance schedules.
IT Service Desk Engineer Level 2 and 3
Essential Tech
04.2023 - 12.2023
- Provided technical support for hardware, software, and network issues to enhance user productivity.
- Resolved complex IT incidents by analyzing root causes and implementing effective solutions.
- Collaborated with cross-functional teams to streamline service desk operations and improve ticket resolution times.
- Developed knowledge base articles to facilitate self-service options for end users, reducing support requests.
- Managed technical onboarding processes, ensuring seamless integration of products for new clients.
- Developed and maintained strong relationships with key stakeholders to drive customer satisfaction.
- Coordinated technical support efforts, resolving complex issues in a timely manner.
IT Service Desk Engineer Level 2
Technetics
11.2021 - 04.2023
- Provided Tier 2 IT support.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Managed high levels of call flow and responded to technical support needs.
- Provided replacement files to customers missing data, media files, and software components.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Maintained familiarity with API and authentication mechanisms for supported products.
IT Service Desk Engineer
Technetics
09.2018 - 11.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Activated accounts for clients interested in new services.
- Monitored systems in operation and input commands to troubleshoot areas.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Maintained familiarity with API and authentication mechanisms for supported products.
IT Service Desk Engineer
Visits
06.2015 - 09.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Loaded software, granted permissions and configured hardware for new employees as part of on boarding process.
- Monitored systems in operation and input commands to troubleshoot areas.
- Activated accounts for clients interested in new services.
- Managed high levels of call flow and responded to technical support needs.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
ATO Help Desk Level 1
Salmat
04.2015 - 10.2015
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships.
- Served customers and followed outlined steps of service.
- Resolved problems, improved operations and provided exceptional service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Onsite IT Technician
Untangled Web
06.2013 - 07.2015
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used coordination and planning skills to achieve results according to schedule.
IT Technician Contractor
Thomas Peer (Contracted To Catholic Archdiocese)
02.2015 - 03.2015
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Senior Technition & Junior Solutions Architect
SwitzerIT
07.2025 - Current
- Supervised operations, ensuring adherence to safety protocols and quality standards.
- Implemented process improvements, enhancing workflow efficiency and reducing downtime.
- Conducted equipment maintenance and troubleshooting, minimizing operational disruptions.
- Collaborated with cross-functional teams to address technical challenges and streamline solutions.
- Developed training materials for new hires, facilitating knowledge transfer and onboarding processes.
- Led initiatives to upgrade tools and systems, improving overall productivity and service delivery.
- Installed new systems and parts with efficient approach.
- Mentored junior technicians, providing guidance on best practices to enhance their skills and knowledge base.
- Collaborated with cross-functional teams to successfully complete high-priority projects on time and within budget.
IT Engineer Contractor
Thomas Peer
07.2014 - 09.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Identified issues, analyzed information and provided solutions to problems.
- Improved operations through consistent hard work and dedication.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Cisco Student Internship
Country Fire Authority
06.2013 - 06.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed and maintained courteous and effective working relationships.
- Exceeded goals through effective task prioritization and great work ethic.
Education
Certificate - Azure 104
Microsoft
Melbourne, VIC2021
Certificate - Windows 10
Microsoft
Melbourne, VIC2017
Diploma - Buisness
Evocca
Frankston, VIC12.2015
Advanced Diploma - Engineering And Networking
Chisholm Institute
Dandenong, VIC11.2014
Certificate - CCNA Exploration
Chisholm Institute
Dandenong, VIC2013
Certificate - CCNP Router
Chisholm Institute
Dandenong, VIC2013
Certificate - CCNA Security
Chisholm Institute
Dandenong, VIC2013
Certificate - ITIL
Home Development
05.2018 - 06.2018
Skills
- Desktop Support - Hardware and OS
- Troubleshooting and Assistance
- Software Diagnosis and Support
- Staff Training
- Mac Systems - iPhones, iPads and Computers
- Account Maintenance
- Application Maintenance
- Technical Documents Comprehension
- Technical Issues Analysis
- Auditing Service Requests
- System Performance Assessments
- Hardware Maintenance
- Networking Maintenance
Timeline
Senior Technition & Junior Solutions Architect
SwitzerIT
07.2025 - Current
Senior Technician and Service Desk Co-Ordinator
Computer Services Group
01.2025 - 07.2025
IT Service Desk Engineer Level 2 and 3
Essential Tech
04.2023 - 12.2023
IT Service Desk Engineer Level 2
Technetics
11.2021 - 04.2023
IT Service Desk Engineer
Technetics
09.2018 - 11.2021
Certificate - ITIL
Home Development
05.2018 - 06.2018
IT Service Desk Engineer
Visits
06.2015 - 09.2018
ATO Help Desk Level 1
Salmat
04.2015 - 10.2015
IT Technician Contractor
Thomas Peer (Contracted To Catholic Archdiocese)
02.2015 - 03.2015
IT Engineer Contractor
Thomas Peer
07.2014 - 09.2014
Onsite IT Technician
Untangled Web
06.2013 - 07.2015
Cisco Student Internship
Country Fire Authority
06.2013 - 06.2014
Certificate - Azure 104
Microsoft
Certificate - Windows 10
Microsoft
Diploma - Buisness
Evocca
Advanced Diploma - Engineering And Networking
Chisholm Institute
Certificate - CCNA Exploration
Chisholm Institute
Certificate - CCNP Router
Chisholm Institute
Certificate - CCNA Security
Chisholm Institute