Hamish Gade
Collingwood
Summary
Senior Service Delivery Consultant with over five years of experience in IT and network infrastructure, specialising in AV systems and collaborative technologies. Recognised for strong leadership and mentoring skills, fostering a positive team culture, and consistently driving service excellence across multiple university campuses. Adept at resolving complex technical issues efficiently while maintaining high customer satisfaction. Passionate about continuous improvement and innovation in service delivery.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Service Delivery Consultant
University of Melbourne
08.2024 - Current
- Led incident management processes by diagnosing and resolving complex AV/IT infrastructure issues. Conducted thorough root cause analyses to identify systemic problems and collaborated cross-functionally to maintain system stability and performance.
- Developed and implemented comprehensive test strategies for AV and IT systems in learning spaces. Defined detailed test cases for software updates, conducted functional, stress, and integration testing to ensure system reliability and high availability.
- Partnered with development teams to identify and resolve software and hardware defects. Documented test results, performed regression testing, and upheld system integrity following updates and deployments.
- Engineered and maintained AV/IT network infrastructure by configuring VLANs, managing firewall settings, and enforcing network security protocols. Applied regular patches and updates to mitigate vulnerabilities and ensure compliance.
- Provided ongoing network support, resolving connectivity issues, optimising bandwidth for AV systems, and ensuring seamless operations across all learning environments.
- Monitored system performance proactively through preventative maintenance, security updates, and regular audits. Ensured adherence to industry standards and enhanced overall network security and uptime across educational facilities.
Field Services Consultant
University of Melbourne
11.2022 - 07.2024
- Delivered comprehensive AV and IT support by troubleshooting and resolving complex issues involving projectors, microphones, displays, and underlying IT infrastructure to minimise disruptions in teaching environments.
- Performed quality audits and risk assessments on AV and IT systems, evaluated the impact of software deployments, and executed system testing to validate functionality and mitigate high-risk areas. Maintained system integrity through continuous monitoring and timely patching.
- Managed and optimised network connectivity by diagnosing performance issues and configuring switches, routers, and patch panels. Ensured consistent and reliable AV/IT system performance across all instructional spaces.
- Administered IT systems, overseeing installation, configuration, and ongoing maintenance. Utilised diagnostic tools to monitor system health, identify errors, and ensure operational stability. Collaborated with cross-functional teams to resolve defects and maintain compliance with university IT standards.
- Supported software deployments and system upgrades for AV and IT systems in learning spaces. Facilitated pre-deployment testing, oversaw rollout activities, and ensured post-deployment stability through performance monitoring and issue resolution.
- Proactively monitored network infrastructure across learning environments using advanced diagnostic tools. Identified inefficiencies and implemented improvements to enhance overall system reliability and performance.
Learning Space Support Consultant
University of Melbourne
04.2022 - 10.2022
- Provided technical support for hybrid learning environments, ensuring AV systems—including audio, video, and network components—remained fully operational. Troubleshot issues in real time to maintain seamless connectivity between in-class and remote students.
- Configured and maintained IT systems and network infrastructure, including the setup and troubleshooting of lectern devices across Windows and macOS platforms. Ensured optimal performance of network hardware such as switches and routers, resolving connectivity issues promptly.
- Administered AV and IT systems by performing diagnostics, routine hardware and software checks, and applying updates to ensure smooth system integration. Proactively mitigated risks while maintaining compatibility across the IT environment.
- Maintained detailed documentation of AV and IT systems, including issue resolution logs and technical procedures. Escalated complex incidents to internal teams and external vendors to ensure efficient, timely problem resolution and minimize learning disruptions.
- Delivered network support by monitoring of AV and IT systems, including issue resolution logs and technical procedures. Escalated complex incidents to internal teams and external vendors to ensure efficient, timely problem resolution and minimise learning disruptions.
Operations Manager
Prime Textiles Pty Ltd.
01.2020 - 01.2022
- Led a software deployment initiative that automated critical business operations, achieving a 30% increase in efficiency through innovative workflows and cloud-based optimization.
- Improved customer experience by refining CRM processes and aligning with key stakeholders, resulting in a 20% boost in operational performance and service delivery.
- Increased deal closure rates by delivering tailored, in-depth product demonstrations based on a strong understanding of client needs and technical requirements.
- Implemented operational strategies focused on process improvement and technology adoption, driving a 15% gain in overall productivity and team performance.
Education
Masters of Management - Finance
University of Melbourne
01.2023
Bachelor of Computer Science and Engineering - undefined
Kakatiya University
01.2020
Skills
- Team Leadership
- Mentorship
- Customer Service
- Technical Support
- Knowledge Management
- AV Systems
- IT Infrastructure
- SLA management
- Service delivery optimisation
- Escalation management
Certification
ITIL 4 Foundation Certification
CompTIA Network+
AVIXA Certified Technology Specialist (CTS)
Timeline
Senior Service Delivery Consultant
University of Melbourne
08.2024 - Current
Field Services Consultant
University of Melbourne
11.2022 - 07.2024
Learning Space Support Consultant
University of Melbourne
04.2022 - 10.2022
Operations Manager
Prime Textiles Pty Ltd.
01.2020 - 01.2022
Bachelor of Computer Science and Engineering - undefined
Kakatiya University
Masters of Management - Finance
University of Melbourne
Similar Profiles
Alfred Joshua MuscatAlfred Joshua Muscat
Research Assistant at University of MelbourneResearch Assistant at University of Melbourne
Abhirup JayasimhanAbhirup Jayasimhan
Research Support Office at University of MelbourneResearch Support Office at University of Melbourne
Manoj Renu KumarManoj Renu Kumar
Data Analyst at University of MelbourneData Analyst at University of Melbourne
Taylor LamorieTaylor Lamorie
Controls Engineer at MEDATech EngineeringControls Engineer at MEDATech Engineering
Kareem GandhiKareem Gandhi
Head Lift Operator/Operations Support at Osler Bluff Ski ClubHead Lift Operator/Operations Support at Osler Bluff Ski Club