John O'Neill
Taylors Hill,Australia
Summary
Versatile IT professional with a proven track record most recently at Xavier College and Amazon, mastering cloud platforms like AWS and excelling in advanced troubleshooting. Demonstrates exceptional problem-solving abilities and customer service, ensuring high satisfaction levels.
Achieved significant process improvements, showcasing leadership in dynamic, high-stake environments. Expert in networking concepts and cybersecurity, committed to operational excellence and innovation.
Overview
9
9
years of professional experience
Work History
Service Desk Technician
Xavier College
Melbourne, VIC
10.2023 - Current
- Troubleshot and resolved software/hardware issues.
- Configured, installed, relocated, and supported IT equipment.
- Supported desktop maintenance, including peripherals, software distribution, and security.
- Documented user requests and actions in the ticketing system.
- Re-imaged desktops, notebooks, and deployed new equipment.
- Improved processes and contributed to knowledge management.
- Hardware/software troubleshooting and problem-solving.
- Effective communication, customer service, and interpersonal skills.
- Organizational, time management, and process improvement abilities.
- Mentorship and collaboration with students and teams.
- Guided students in their technology journeys.
- Fostered a positive, supportive learning environment.
- Maintained seamless IT operations for the college.
IT Support Engineer (Maternity Cover Contract)
Amazon
01.2022 - 08.2023
- Provided technical support for over 1 million internal Amazon employees across Windows, Mac, and Linux platforms.
- Handled technical inquiries via web chat, telephone, email, and ticketing systems.
- Conducted in-depth diagnostics, troubleshooting, and rigorous testing for problem resolution.
- Documented customer interactions, and maintained accurate call logs.
- Adhered to SOPs for efficient, reliable technical support.
- Utilized advanced knowledge management tools for optimized solutions.
- Managed outage incidents, including triaging, escalating, and resolving system or network issues.
- Communicated with customers to explain repairs, and ensure satisfaction.
- Advanced technical expertise in AWS and cloud computing concepts.
- Proficiency in supporting diverse platforms (Windows, Mac, and Linux).
- Strong problem-solving, process management, and customer service skills.
- Documentation, knowledge management, and compliance proficiency.
- Gained experience in a massive enterprise environment, supporting over 1 million users.
- Enhanced skills in cloud computing, with a focus on AWS.
- Supported a scalable, dynamic IT infrastructure.
- Maintained high levels of customer satisfaction and operational efficiency.
State Manager/IT Manager
Entertainment Publications
10.2018 - 02.2021
- Managed stakeholder relationships, customer satisfaction, and staff operations.
- Cultivated strong client relationships through regular face-to-face meetings, frequently traveling across multiple districts to engage clients.
- Conducted comprehensive training sessions, enhancing the knowledge and development of both stakeholders and staff.
- Monitored service performance metrics, continuously identifying opportunities for improvement to exceed targets.
- Worked closely with vendors and partners to ensure service delivery met industry standards, and regulatory compliance.
IT Support Desk/Sales
HCL Technology
10.2015 - 02.2018
- Provided first-line support for mobile, broadband, and landline services.
- Diagnosed and resolved technical issues efficiently.
- Delivered excellent customer service, fostering strong relationships.
- Worked with sales teams to identify and drive sales opportunities.
- Contributed to process improvement and maintained knowledge base articles.
- Surpassed customer satisfaction targets with positive feedback.
- Resolved complex technical problems successfully.
- Increased customer retention and loyalty.
- Exceeded monthly sales targets and KPIs.
- Developed effective customer communication strategies.
- Technical expertise in mobile, broadband, and landline technologies.
- Exceptional customer service and relationship-building skills.
- Strong problem-solving and troubleshooting abilities.
- Sales acumen, with rapport-building capabilities.
- Process improvement and knowledge management proficiency.
Education
Bachelor of Computer Science -
Dublin University
01.2010
Diploma of Information Technology -
01.2008
Skills
- PC repair and troubleshooting
- Advanced troubleshooting
- Microsoft Windows 10/11
- Mac OS X
- Linux systems
- Cloud platforms (AWS, Azure, GCP)
- Server, storage, data centre management
- Cybersecurity
- Networking concepts (DNS, DHCP, TCP/IP, OSI model, Email, HTTP, SSL)
Accomplishments
- Service of the Year Award, 2024: Recognized for outstanding contributions and dedication to IT support excellence at Xavier College
- Customer Satisfaction Rate, 2023, Achieved a 98% customer satisfaction rate for support services at Amazon.
- Efficiency in Ticket Resolution, 2023, Reduced average ticket resolution time by 30% at Amazon.
- Top 3 Salesperson, 2018, Recognized for consistently surpassing KPIs at HCL Technologies.
Certifications
- Full Drivers License
- Working With Children Check
- National Police Certificate
References
Available On Request
Timeline
Service Desk Technician
Xavier College
10.2023 - Current
IT Support Engineer (Maternity Cover Contract)
Amazon
01.2022 - 08.2023
State Manager/IT Manager
Entertainment Publications
10.2018 - 02.2021
IT Support Desk/Sales
HCL Technology
10.2015 - 02.2018
Bachelor of Computer Science -
Dublin University
Diploma of Information Technology -
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