JAMYANG TSULTRIM
Melbourne,VIC
Summary
Experienced IT professional with a 15-year track record of success in managing IT operations, leading projects, and delivering innovative solutions. Skilled in IT strategy development, project management, and technical support. Proven ability to implement cutting-edge technologies, optimize processes, and ensure compliance with industry standards. Effective communicator with a passion for driving organizational growth through technology.
Overview
15
15
years of professional experience
Work History
IT Customer Management Lead
Baybuilding Group Pty. Ltd.
Bentleigh East, VIC
09.2023 - Current
- Developed and implemented IT policies and procedures, enhancing operational efficiency
- Managed a team of five L1/L2 support technicians, ensuring timely resolution of technical issues and high customer satisfaction
- Designed and executed disaster recovery plans, ensuring business continuity
- Oversaw network upgrades and maintenance, improving system performance and reliability
- Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
- Recruited, trained and supervised IT department staff.
- Provided strategic IT guidance to senior management, aligning technology with business goals
- Managed the IT Service Management (ITSM) platform Freshservice, streamlining incident, problem, and change management processes
- Administered and optimized Microsoft Intune for device management, ensuring secure and efficient deployment of applications and updates
- Managed Azure AD, ensuring seamless integration with on-premises infrastructure and maintaining secure access controls
- Reduced SLA times by 40% after improving ticket lifecycle processes in Freshservice, enhancing overall service efficiency.
- Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
Senior Desktop Support Engineer
VicTrack
Melbourne CBD, VIC
09.2022 - 07.2023
- Prioritized and resolved complex desktop technical issues, serving executive management
- Maintained desktop security compliance and managed VicTrack Logistic/ICT assets
- Collaborated with vendors to resolve technical issues and improve end-user experience
- Spearheaded the migration to Windows 11, ensuring minimal downtime and user disruption
- Enhanced endpoint security by deploying advanced threat protection tools
- Developed and maintained detailed documentation for IT processes and procedures
- Conducted regular audits of IT assets, ensuring accurate tracking and compliance
- Managed IT projects, coordinating between departments to ensure timely completion and alignment with organizational goals
- Supervised a team of support engineers, providing guidance and mentorship to enhance team performance.
Service Desk Analyst
Country Fire Authority (CFA)
Burwood East, VIC
07.2021 - 07.2022
- Provided Windows OS and Android device support, managing hardware and software installation
- Delivered first- and second-line support, assisting with SOE development and deployment
- Managed AV/VC setups and IT Asset Management (ITAM) for hardware and software
- Implemented a new ticketing system that improved response times and customer satisfaction
- Assisted in the development and deployment of a new standard operating environment (SOE)
- Trained new hires and junior staff, improving overall team effectiveness
- Coordinated with other IT teams to ensure seamless integration of new systems.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Resolved issues on initial call 70% of time using internal knowledge base, troubleshooting skills, experience and team resources.
IT Project Officer
Mount Alexander Shire Council
Castlemaine, VIC
12.2020 - 06.2021
- Led the deployment of Microsoft Intune MDM across the organization, enhancing device management and security, and provided training to ensure improved compliance and streamlined operations.
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
- Analyzed customer feedback regarding product and service quality in order to make necessary improvements.
- Supported client hardware and software, assisted in software installation and user training
- Contributed to network documentation and user support documentation development
- Played a key role in upgrading the council’s IT infrastructure, enhancing network security and performance
- Provided project management support for various IT initiatives, ensuring timely completion
- Assisted in the deployment of new IT systems and software, improving user productivity
- Conducted training sessions for staff on new technologies and systems
Modern Workplace Technical Engineer
City West Water
Footscray, VIC
11.2019 - 06.2020
- Orchestrated the migration of Office 365 to the cloud, ensuring smooth transition and uninterrupted access for users.
- Implemented Windows Autopilot deployment, optimizing device provisioning and reducing setup time.
- Coordinated with stakeholders to assess requirements and configure Office 365 settings and policies.
- Provided training and support to staff on Office 365 cloud features and Autopilot deployment processes.
- Successfully automated deployment processes, reducing setup time by 40%
- Conducted post-deployment support and troubleshooting, resolving user issues
- Developed comprehensive training materials for end-users, enhancing adoption rates
- Implemented feedback mechanisms to continuously improve deployment processes.
ICT Support Officer
NSW Service for the Treatment and Rehabilitation of Torture and Trauma Survivors
Fairfield, NSW
07.2009 - 07.2019
- Resolved complex technical problems by researching solutions online or via vendor support channels.
- Managed backups of data files using established procedures to ensure business continuity
- Actively participated in disaster recovery testing exercises to validate existing backup strategies.
- Participated in regular meetings with other IT staff members to discuss upcoming projects or initiatives.
- Monitored system performance, identified and resolved technical issues to ensure optimal operation of the network infrastructure.
- Enhanced data security measures, ensuring compliance with relevant regulations
- Trained other team members on relevant technologies and procedures.
- Managed relationships with external vendors and service providers, ensuring quality service delivery.
- Ensured all corporate IT assets were inventoried accurately in order to maintain an up-to-date asset database.
- Developed user accounts and assigned privileges on the local area network as well as remote access systems.
- Installed, configured and maintained server operating systems including Windows Server 2008, 2012, 2016.
Education
Certificate 4 - Computer Programming
TAFE
Petersham, NSW02-2013
Certificate 2 - Certificate 3 in Business Administration
TAFE
Petersham, NSW02-2012
Microsoft Certified Systems Engineer (MCSE)
DDLS
Sydney, NSWSkills
- Network and Systems Security
- Disaster Recovery Planning
- Risk Assessment
- Microsoft Server Architecture
- Windows Active Directory
- Microsoft System Centre
- Hyper-V
- SQL Database
- HTML5
- JavaScript
- PowerShell
- OSI Model (TCP, IP, Ethernet)
- Azure Administration
- Intune Device Management
- Stakeholder Engagement
- Project Management
- Agile Methodology
- ITSM
Volunteer Work
- Overseeing projects for Tibetan community initiatives, including event management, Audio-Visual support, and relief fund applications.
- Coordinating and overseeing sporting events, and applying for community funding.
- Participating in youth mentorship programs and capacity-building activities.
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
IT Customer Management Lead
Baybuilding Group Pty. Ltd.
09.2023 - Current
Senior Desktop Support Engineer
VicTrack
09.2022 - 07.2023
Service Desk Analyst
Country Fire Authority (CFA)
07.2021 - 07.2022
IT Project Officer
Mount Alexander Shire Council
12.2020 - 06.2021
Modern Workplace Technical Engineer
City West Water
11.2019 - 06.2020
ICT Support Officer
NSW Service for the Treatment and Rehabilitation of Torture and Trauma Survivors
07.2009 - 07.2019
Certificate 4 - Computer Programming
TAFE
Certificate 2 - Certificate 3 in Business Administration
TAFE
Microsoft Certified Systems Engineer (MCSE)
DDLS
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