Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

James Pugh

Canberra,Australia

Summary

Background in IT support, management, and customer service with a track record of enhancing operational efficiency and client satisfaction. Equipped with technical expertise and strong problem-solving skills to support and improve business systems. Committed to leveraging experience to drive success and embrace new challenges in a dynamic environment.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Service Engineer - Level 2

Netier
Canberra, ACT
01.2025 - Current
  • Served as escalation point for complex technical incidents from L1 service engineers.
  • Monitored, maintained, and enhanced diverse systems for a large client base within multiple facets of their environments.
  • Authored standard operating procedures for endpoint management systems including Microsoft Intune and Immy.Bot.
  • Developed automated device 'base build' tenancy within Immy.Bot for multi-client use.

Associate Systems Engineer - Wintel

Datacom
Canberra, ACT
04.2024 - 01.2025
  • Managed on-premise server infrastructure and Hypervisor through change and incident management for large clients.
  • Monitored and maintained system performance, availability, and security within team scope.
  • Streamlined ISO 27001 audit process for compliance on on-premise user accounts.
  • Authored SOPs for server and Hypervisor firmware and OS updates.
  • Executed CVE and scheduled Windows server patching via BigFix, VMware, and Nutanix.
  • Engaged in change management to ensure accurate recording of customer environment modifications.

Graduate - Delivery Assurance (Technical Services)

Datacom
Brisbane, QLD
08.2023 - 04.2024
  • Oversaw operational management, ensuring timesheet compliance and efficient daily reporting.
  • Facilitated onboarding processes to enhance team integration and performance.
  • Collaborated with a small team to optimise internal Datacom systems, focusing on risk management and onboarding.
  • Contributed to larger customer stabilization programs, providing essential support and expertise.
  • Utilised Atlassian tools, including Jira and Confluence, to enhance project tracking and documentation.
  • Implemented multiple reporting platforms, such as SL1, BigFix, and PowerBI, for data analysis and visualization.

Graduate Project Coordinator

Datacom
Brisbane, QLD
02.2023 - 08.2023
  • Executed projects successfully, aligning with established objectives, timelines, and costs.
  • Coordinated Professional Service projects under Intelligent Workspace line of business.
  • Managed adherence to deliverables as specified in Statements of Work.
  • Applied Waterfall methodology for structured project management.
  • Utilised ITIL Framework to enhance service delivery processes.
  • Delivered project status reports and conducted weekly stand-up meetings with client contacts.
  • Handled project variations promptly to maintain alignment with goals.
  • Managed technical resources effectively to support project execution.

Service Desk Analyst

Datacom
07.2022 - 02.2023
  • Experience working with Active Directory, M365 Admin, Genesys Cloud, Cherwell, Azure AD, Remote desktop tools
  • Fundamental knowledge of Citrix Admin Console and VDI troubleshooting
  • Providing end users with L1/L2 support to resolve issues and to facilitate requests
  • Managing personal workload efficiently and within client Service Level Agreements (SLA's)

Education

Bachelor of Information Technology

Queensland University of Technology
Brisbane, QLD
07-2026

Certificate III - Light Vehicle Technology

TAFE Queensland SkillsTech
Brisbane, QLD

Skills

  • Hybrid infrastructure management
  • Documentation strategies
  • Windows virtual machine management
  • Active Directory administration
  • Backup solutions management
  • Virtualization technologies
  • Endpoint systems management
  • Identity management

Certification

Microsoft 365 Certified: Fundamentals - 2CC91087C249A949

References

  • Thomas Munro, Netier - TMunro@netier.com.au 0459 588 022
  • Josh Creedon, Datacom - josh.creedon@datacom.com 0410 143 062

Timeline

Service Engineer - Level 2

Netier
01.2025 - Current

Associate Systems Engineer - Wintel

Datacom
04.2024 - 01.2025

Graduate - Delivery Assurance (Technical Services)

Datacom
08.2023 - 04.2024

Graduate Project Coordinator

Datacom
02.2023 - 08.2023

Service Desk Analyst

Datacom
07.2022 - 02.2023

Bachelor of Information Technology

Queensland University of Technology

Certificate III - Light Vehicle Technology

TAFE Queensland SkillsTech

Similar Profiles

CREATE PROFILE
James Pugh