Harry Cao
Perth,WA
Summary
Results-driven Technology Operations Analyst with extensive experience in managing IT and operational technology incidents. Proficient in ITIL frameworks, focusing on incident management and continuous improvement. Skilled in using monitoring and log analysis tools to proactively identify issues and enhance system reliability. Strong collaborator across cross-functional teams to optimize performance and minimize downtime. Committed to maximizing system availability through data-driven decision-making and strategic improvements.
Overview
2
2
years of professional experience
Work History
Production Op
BGC
07.2023 - Current
- Monitored and maintained production systems and automation systems, ensuring rapid fault response and resolution to optimize system availability and maintain seamless production operations.
- Utilized ServiceNow to document fault management processes, collaborating with on-site teams and technical support departments to drive root cause analysis and continuous improvement, enhancing issue resolution efficiency and system reliability.
- Coordinated incident escalation with cross-functional teams, including on-site engineers, IT specialists, and external vendors, to expedite fault resolution and maintain operational continuity.
- Conducted root cause analysis on recurring faults using log analysis tools, pinpointing a misconfigured network setting that caused a 40% increase in error rates. Implemented corrective actions that resolved the issue and prevented future incidents.
IT Support Technician
Award Global
12.2022 - 06.2023
- Provided comprehensive technical support for network and system-related issues, effectively troubleshooting incidents and coordinating resources to ensure timely resolutions.
- Managed system and network monitoring tools (e.g., Nagios, SolarWinds) to proactively identify performance issues and maintain optimal system availability.
- Collaborated with development, operations, and security teams to address high-priority incidents, ensuring alignment with service level agreements and enhancing overall system reliability.
- Participated in process improvement initiatives to streamline incident and change management workflows, contributing to greater operational efficiency.
- Conducted log analysis to identify trends in system behaviour, facilitating proactive fault detection and resolution.
Education
Master of Artificial Intelligence - Artificial Intelligence
Western Sydney University
Sydney, NSW12-2023
Bachelor of Information System - Information System
University of Technology of Sydney
Sydney, NSW12-2020
Skills
- ITIL
- ServiceNow
- Adaptability
- Geology
- System Monitoring
- Technical Troubleshooting
Timeline
Production Op
BGC
07.2023 - Current
IT Support Technician
Award Global
12.2022 - 06.2023
Master of Artificial Intelligence - Artificial Intelligence
Western Sydney University
Bachelor of Information System - Information System
University of Technology of Sydney
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