Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

James Erceg

Sydney,NSW

Summary

Resourceful ICT professional with a proven background in IT support and asset management within NSW Health. Driven by the connection between technology, team collaboration, and positive patient outcomes. Skilled in managing the full lifecycle of hardware and software assets, refining ICT procedures to enhance user satisfaction, and delivering technical support across diverse systems. Recognised for making positive contributions in high-pressure, critical environments, and valued for strong interpersonal skills.

Overview

12
12
years of professional experience

Work History

ICT Project Admin/Asset Management Coordinator

NSW Ambulance
06.2023 - Current
  • Managed end-to-end hardware and software asset Life cycle for NSW Ambulance.
  • Refined and streamlined ICT asset management procedures, leading to measurable improvements in user satisfaction, and a reduction in request wait times.
  • Delivered second-level technical support across diverse ICT environments, including MDM platforms, Corporate Records applications, paramedic devices, video conferencing, digital signage systems, network escalations, SARA-ServiceNow administrative functions, and more.
  • Strategic procurement and process optimisation, contributing to positive budget outcomes.
  • Liaised with vendors and NSW Health staff to negotiate procurement terms, Align support models and maintain ongoing partnerships.
  • Design and implement Service now workflows.
  • Produced comprehensive reports by integrating data from ServiceNow, Telstra service records, and other sources to support informed decision-making, troubleshooting and general operational visibility.
  • Integrated ITIL best practices for both project and BAU activities, ensuring consistency and quality.

Service Desk Analyst

NSW Health State Wide Service Desk
03.2022 - 06.2023
  • Provided the first point of contact and technical support to NSW Health staff, handling thousands of interactions with great customer service, and a natural ability for problem solving.
  • Supported account management and creation, access provisioning, and system installations.
  • Provided updates to knowledge management and generated knowledge articles, ensuring efficient process adherence.
  • Training new team members in service desk protocols.
  • Managed escalations and major incidents while maintaining attention to detail and reducing service disruption.
  • Participated in a collaborative team environment, assisting colleagues, and sharing expertise to enhance collective capability.

Diagnostics Technician

BMW Australia
01.2014 - 03.2022
  • Diagnose and repaired complex vehicle faults, created technical cases for recurring issues, and supported technical campaigns and recalls.
  • Extensive technical applications including electric, self-driving, hybrid systems troubleshooting, testing and fault resolution.
  • Streamlined diagnostic and service processes, contributing to improved workshop productivity and transparency.

Education

Some College (No Degree) - High Voltage And Hybrid Systems

BMW Australia
04-2019

Some College (No Degree) - Light Vehicle Mechanics

TAFE NSW
NSW
11-2017

Higher School Certificate -

Central Coast Adventist School
01.2012

Skills

  • ServiceNow workflows
  • Data analysis
  • Asset management
  • Technical support
  • Procurement processes
  • Incident management
  • Customer service
  • ITIL implementation

References

References available upon request.

Timeline

ICT Project Admin/Asset Management Coordinator

NSW Ambulance
06.2023 - Current

Service Desk Analyst

NSW Health State Wide Service Desk
03.2022 - 06.2023

Diagnostics Technician

BMW Australia
01.2014 - 03.2022

Some College (No Degree) - High Voltage And Hybrid Systems

BMW Australia

Some College (No Degree) - Light Vehicle Mechanics

TAFE NSW

Higher School Certificate -

Central Coast Adventist School

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