JOVAN KUSOVSKI

• Proficiently supported a user base exceeding 200 individuals at the Sydney Studio, addressing their daily IT requests and promptly resolving incidents.

• Demonstrated exceptional problem-solving abilities by successfully tackling long-standing issues, effectively resolving multiple aging tickets that had eluded resolution prior to my tenure at Hassell.

• Spearheaded and executed numerous projects focused on establishing site offices across Sydney, enhancing accessibility and functionality for our users.

• Maintained a vigilant stance on security by conducting daily server and infrastructure security checks, ensuring a robust defense against potential threats.

• Safeguarded critical data through meticulous data backup procedures and efficient disaster recovery operations.

• Streamlined user access management by creating and provisioning AD security groups through Azure AD, enhancing overall security posture.

• Orchestrated the creation and deployment of Citrix VDI Images, optimizing virtual desktop environments for our workforce.

• Expertly addressed networking challenges encompassing Cisco/Meraki switches, routers, and firewalls, resolving issues to ensure uninterrupted connectivity.

• Contributed to the company's growth by assembling and deploying new laptops for incoming employees, ensuring seamless onboarding experiences.

• Fostered knowledge sharing and process consistency by documenting comprehensive design specifications and installation instructions for company-wide reference.

• Oversaw computer system performance and network access through skilled operation of the master console, ensuring optimal functionality.

• Delivered swift diagnosis and resolution of hardware, software, and network issues, minimizing disruptions and downtime.

• Ensured the integrity of email systems and bolstered cybersecurity defenses by configuring email applications and virus protection software.

• Collaborated effectively with vendors and internal stakeholders, facilitating streamlined procurement processes and enhancing operational efficiency.

• Exemplified excellence in Level 2 IT support and customer service, extending support to a network of 50+ Bupa Aged Care Homes spanning Australia.

• Skillfully diagnosed and remedied a spectrum of software, hardware, and connectivity issues while also providing end-users with comprehensive technical training on hardware and software solutions.

• Demonstrated a commitment to professionalism by adeptly handling escalations in a prompt and courteous manner, ensuring the highest level of service.

• Proactively generated tickets and maintained diligent follow-ups with end-users, guaranteeing their continued satisfaction and issue resolution.

• Spearheaded a remarkable 15% improvement in the Net Promoter Score (NPS) for the Service Desk, a testament to a heightened level of customer satisfaction.

• Effectively liaised with vendors and technicians, referring major hardware and software issues and faulty products for prompt resolution.

• Spearheaded the creation of 2-3 Knowledgebase articles on a weekly basis, enhancing the collective knowledge of the Service Desk team and resulting in quicker ticket and call resolutions.

• Assumed responsibility for training and mentoring 4 incoming hires within the Bupa Aged Care team, facilitating their successful integration and contributing to the department's growth.

• Desk by 15%
• Refer major hardware/software problems and defective products to vendors or technicians for service
• Creating 2-3 Knowledgebase articles weekly for our Service Desk team which overall improved faster resolution times for tickets and calls
• Trained and managed 4 new hires that have joined our Bupa Aged Care

• Conducted comprehensive testing of a diverse range of refurbished computing devices, encompassing laptops, computer towers, and all-in-one desktops, ensuring their optimal performance.

• Skillfully diagnosed system failures and employed troubleshooting techniques to identify and implement solutions, restoring system functionality and minimizing downtime.

• Demonstrated expertise in identifying and rectifying faults within each tested unit, showcasing proficiency in repairing or replacing hardware components such as motherboards, laptop batteries, CPUs, CPU fans, RAM, keyboards, trackpads, computer ports, and LCD screens.

• Ensured seamless system operation by expertly installing and configuring drivers, guaranteeing flawless functionality.

• Excelled in meeting and adapting to Key Performance Indicators (KPIs), consistently achieving the target of testing and certifying a minimum of 20 units daily for online auction to the public.

• Collaborated effectively with colleagues and team members, fostering a culture of continuous improvement to enhance testing quality and boost production output.Able to keep up and adapt to the Key Performance Indicators (KPIs) to test and write off at least 20 units per day which will be ready to be auctioned online for the public

• Liaising with colleagues and other team members to improve the quality of testing and production output