Jovan Kusovski
Sydney,NSW
Summary
Dynamic IT professional with over six years of experience providing innovative and reliable technical solutions to diverse organizations. Proven expertise in IT infrastructure management, technical support, and system administration. Adept at solving complex technical issues, improving operational efficiency, and ensuring security compliance. Strong interpersonal and communication skills to collaborate effectively with stakeholders at all levels.
Overview
7
7
years of professional experience
Work History
Technology Engineer
Hassell
Sydney, 2000
06.2022 - Current
- Supporting a user base of over 200 employees, managing daily IT requests, and resolving incidents with a focus on timely and effective solutions.
- Resolved long-standing technical challenges, clearing multiple legacy tickets upon joining Hassell.
- Led the setup of site offices for major projects across Sydney, improving accessibility and operational efficiency for end users.
- Conduct daily server and infrastructure security checks to identify and mitigate potential threats proactively.
- Manage and maintain robust data backup and disaster recovery protocols, safeguarding critical organizational information.
- Streamline user access and security policies by provisioning AD security groups using Azure Active Directory.
- Build and deploy Citrix Virtual Desktop Infrastructure (VDI) images, optimizing virtual environments for seamless functionality.
- Troubleshoot and resolve networking issues involving Cisco Meraki switches, routers, and firewalls, ensuring uninterrupted connectivity.
- Oversee new employee onboarding by configuring laptops, and managing seamless integration into the IT ecosystem.
- Document comprehensive design specifications and installation guides to ensure process consistency and knowledge sharing.
- Diagnose and resolve complex hardware, software, and network issues to minimize downtime.
- Strengthen email system integrity by configuring applications, and implementing virus protection measures.
- Collaborate with vendors to streamline procurement and enhance IT operations efficiency.
Senior Service Desk Consultant
Bupa Aged Care
Sydney, 2000
03.2020 - 06.2022
- Provided Level 2 IT support for 50+ aged care facilities across Australia, delivering high-quality technical assistance and customer service.
- Diagnosed and resolved hardware, software, and connectivity issues, while providing technical training to end-users.
- Performed Active Directory (AD) user account management, including account creation, password resets, and group membership administration.
- Implemented system updates and patches using SCCM to ensure compliance with organizational policies, and minimize vulnerabilities.
- Monitored and maintained system health, troubleshooting server performance issues and escalating to Level 3 teams when necessary.
- Configured and managed Office 365 applications, including user licensing and mailbox setup.
- Collaborated with the security team to implement endpoint protection measures and ensure compliance with IT security standards.
- Authored and maintained documentation for IT processes and technical workflows to support team efficiency and consistency.
- Contributed to a 15% improvement in the Net Promoter Score (NPS) for the Service Desk by enhancing resolution times and customer satisfaction.
- Trained and mentored four new hires, equipping them with the necessary skills for service desk operations and system administration tasks.
Technical Specialist
Grays Online
Moorebank, 2170
02.2018 - 03.2020
- Conducted comprehensive diagnostics and testing on refurbished computing devices, including laptops, desktops, and all-in-one systems, ensuring they met quality and performance standards.
- Performed hardware repairs and upgrades, including component replacements for motherboards, CPUs, RAM, SSDs, laptop batteries, keyboards, trackpads, and LCD screens.
- Configured and optimized operating systems, including installation of Windows and required drivers, ensuring devices were fully operational and ready for resale.
- Maintained detailed logs of repair processes, testing outcomes, and inventory tracking to ensure compliance with company standards.
- Utilized imaging tools to deploy operating systems across multiple devices efficiently, minimizing setup time.
- Managed network configurations and resolved connectivity issues to ensure all refurbished units were tested under real-world conditions.
- Streamlined workflows by recommending and implementing improvements in the device testing and repair process, increasing overall productivity.
- Conducted data sanitization procedures, ensuring compliance with data privacy standards and preparing devices for safe resale.
- Collaborated with sales and inventory teams to prioritize device refurbishments, aligning with high-demand product categories.
- Trained new team members on diagnostic procedures, repair techniques, and quality control standards, ensuring team consistency and output quality.
Education
Diploma in Information Technology - Information Technology
Miller South Western Sydney Institute of TAFE
Miller11-2017
Certificate IV in Information Technology - Information Technology
Miller South Western Sydney Institute of TAFE
Miller02-2017
Skills
- Cloud Services: Microsoft Azure, Office 365, Citrix Virtual Apps and Desktops
- System Administration: Active Directory (AD), Azure AD, Microsoft SCCM, Group Policy Management
- Scripting and Automation: PowerShell
- Networking: Cisco Meraki switches, routers, and firewalls
- Technical Tools: Citrix VDI, Microsoft Endpoint Manager, IT ticketing systems
- Security: Backup and disaster recovery, endpoint protection, email security management
Timeline
Technology Engineer
Hassell
06.2022 - Current
Senior Service Desk Consultant
Bupa Aged Care
03.2020 - 06.2022
Technical Specialist
Grays Online
02.2018 - 03.2020
Diploma in Information Technology - Information Technology
Miller South Western Sydney Institute of TAFE
Certificate IV in Information Technology - Information Technology
Miller South Western Sydney Institute of TAFE
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