James Tough
Canberra,ACT
Summary
A motivated and personable individual with a wide range of skills and experience. A tactical thinker who enjoys strategic planning and forward thinking, with effective and fast decision making skills. Quick learner who excels at picking up new skills and becoming proficient in a short period of time. Practical experience in the maintenance and troubleshooting of ICT equipment and software, as well as exceptional customer service and team skills. Familiar with security protocols and classifications and working in a secret environment. Prioritises high quality, seeks the most efficient and effective method of work, and is able to follow and uphold procedures and adhere to standards. Comfortable performing in high stress situations and capable of improvisation and adaptation to changing workplace environments. Responsible, punctual, and professional, able to be held accountable for actions and resolve and learn from mistakes.
Overview
9
9
years of professional experience
Work History
Service Desk Analyst
Kinetic IT
Canberra, ACT
05.2023 - Current
- Assisted with the implementation, monitoring, and bug fixing of new ICT systems as part of a project team.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered queries by telephone to support internal computer hardware, software, network, application access and telecommunications systems.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
Service Desk Analyst
NECAU
Canberra, ACT
12.2021 - 05.2023
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
- Maintained positive working relationship with fellow staff and management.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
Pool Service Technician
Cool Pools of Canberra
Canberra, ACT
12.2020 - 10.2021
- Cleaned swimming pools and tested water to pinpoint chemical supplements needed for optimum water chemistry and sustained cleanliness.
- Repaired and installed motors, vacuums and filters, replacing parts approaching failure point after consulting customers.
- Instructed customers in safe pool use and in proper, economical use and maintenance of filter and vacuum.
- Documented work performed for specific customers for accurate billing and follow-up support.
- Managed travel and service time effectively, avoided over-scheduling and committed to on-time arrival for customer service.
- Stocked inventory of pool chemicals and cleaning materials.
- Resolved guest concerns through positive interaction and application of issue resolution procedures.
Bartender
Kingpin
Canberra, ACT
12.2019 - 03.2020
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
- Upsold customers from shelf to premium brands to help boost sales.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Implemented special events to boost customer numbers and profits.
- Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Talked easily with patrons to build rapport and earn repeat business.
- Met customer, business operations and server needs with minimal errors or delays.
Customer Service Representative
Vikings Group
Tuggeranong, ACT
03.2020 - 12.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed bar area, handled inventory, and customer relationships.
- Poured wine, beer and cocktails for patrons.
- Trained new bartenders on drink preparation and upselling techniques.
- Talked easily with patrons to build rapport and earn repeat business.
Facilities Supervisor
Hockey ACT
Canberra, ACT
04.2018 - 12.2020
- Repaired and maintained facility and sports equipment.
- Promoted effective professional relationships with coaching staff and athletes by showing respect, dependability and being courteous.
- Managed day-to-day operations of Hockey tournaments.
- Managed behavior of players, coaches and crowd to facilitate gameplay.
- Adhered to and enforced game rules and regulations.
- Awarded points, verified score calculations and communicated end-of-game results to teams and spectators.
- Updated league, player and team statistics with latest data from current gameplay.
Kitchen Staff Member
Mcdonalds
Erindale, ACT
07.2016 - 02.2018
- Cleaned and sanitized frequently to maintain health code standards.
- Moved smoothly between different cooking stations to assist with meal preparations.
- Contributed to successful kitchen operations with smooth handling of daily checklists.
- Adhered fully to kitchen standards involving required portion sizes, individual recipe instructions and safe food handling procedures.
- Checked stock regularly and discarded unsafe food to protect customers.
- Received, rotated and replenished kitchen stock for team members.
- Cross-trained in other kitchen positions to support team and meet customer needs.
Education
Year 10 Certificate -
Melrose High School
Pearce01.2017
Year 12 Certificate -
Lake Tuggeranong College
Tuggeranong01.2019
Certificate II in Information, Digital media, and Technology -
Canberra Institute of Technology
Canberra12.2019
Certificate IV in Cyber Security - Information Technology
Canberra Institute of Technology
Canberra12-2023
Certified in Cybersecurity - Information Technology
ISC2
01-2024
CCNA Routing And Switching: Introduction To Networks -
CISCO
Canberra01.2018
CCNA Routing And Switching: Routing And Switching Essentials -
CISCO
Canberra01.2019
Training in construction induction (White Card) -
Canberra Institute of Technology
Bruce05.2021
Working Safely At Heights -
SafeNet
Fyshwick10.2021
Responsible Conduct of Gambling -
Canberra Institute of Technology
Canberra03.2020
Statement of Attainment in Bar Service + RSA -
Canberra Institute of Technology
Reid10.2019
Skills
- NV1 Clearance
- Knowledge of security protocols
- End user applications & software maintenance
- Troubleshooting and diagnostics
- Project management
- Reporting and documentation
- Teamwork and Collaboration
- Outstanding customer service
- Equipment installations and maintenance
- Fast learner
- Accountability
- Conflict resolution
- Calm under pressure
- Time management
- Operational efficiency and safety
- Decision-making skills
References
Deb Amor 0413 487 756 - Manager, Hockey ACT
Jonathan Reyes 0423 610 203 - Service Delivery Manager, NEC
Caspian Enzerink 0466 788 292 - Team Lead Service Desk, NEC
Accomplishments
- ACT representative hockey team 2015-2017
- Played in the Australian National junior indoor and outdoor hockey championships from 2014-2017, & School Sport Australia hockey tournament in 2017, leading the team to compete at the highest level
- ACT representative hockey umpire
- ACT representative hockey coach
Hobbies
- Video games
- Cars/Automotive
- Fitness
- Technology
- Outdoors/nature
- Travel/camping
- Music
- Food
- History
Timeline
Service Desk Analyst
Kinetic IT
05.2023 - Current
Service Desk Analyst
NECAU
12.2021 - 05.2023
Pool Service Technician
Cool Pools of Canberra
12.2020 - 10.2021
Customer Service Representative
Vikings Group
03.2020 - 12.2020
Bartender
Kingpin
12.2019 - 03.2020
Facilities Supervisor
Hockey ACT
04.2018 - 12.2020
Kitchen Staff Member
Mcdonalds
07.2016 - 02.2018
Year 10 Certificate -
Melrose High School
Year 12 Certificate -
Lake Tuggeranong College
Certificate II in Information, Digital media, and Technology -
Canberra Institute of Technology
Certificate IV in Cyber Security - Information Technology
Canberra Institute of Technology
Certified in Cybersecurity - Information Technology
ISC2
CCNA Routing And Switching: Introduction To Networks -
CISCO
CCNA Routing And Switching: Routing And Switching Essentials -
CISCO
Training in construction induction (White Card) -
Canberra Institute of Technology
Working Safely At Heights -
SafeNet
Responsible Conduct of Gambling -
Canberra Institute of Technology
Statement of Attainment in Bar Service + RSA -
Canberra Institute of Technology