KYLE WHITBROOK
Adelaide,Australia
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
ICT Manager
Civil Contractors Federation SA
Thebarton, SA
06.2023 - Current
- Managed entire M365 suite, AAD, SharePoint, Endpoint Manager
- Managed/Created/Implemented new website/applications
- Built CRM (Dynamics 365)
- Implemented security best practices, following essential 8 guidelines
- Implemented ticketing system (FreshService)
- Responsible for patching security vulnerabilities
- Manage a ICT team
- Managed the project budget and resources in order to ensure successful completion of projects within specified timelines.
- Organized meetings with stakeholders and team members to discuss project progress, issues, risks, and solutions.
- Developed comprehensive plans for all projects including objectives, timeline, deliverables, resource requirements, costs, and quality standards.
- Provided technical guidance on ICT related matters to other departments and teams.
- Coordinated with vendors and suppliers to procure hardware and software components necessary for the successful completion of projects.
- Created project documentation such as status reports, presentations, user guides for internal use or external distribution.
- Performed risk assessments on proposed ICT initiatives in order to determine potential impacts on operations or existing systems.
- Developed test plans and conducted tests on new software applications prior to release into production environment.
- Resolved conflicts between multiple parties involved in a single ICT project by providing constructive feedback and proposing viable solutions.
- Collaborated with senior management on strategic planning activities related to ICT initiatives while also adhering to corporate policies and standards.
- Provided technical support services for users experiencing difficulties using various computer systems or applications.
- Maintained base installations, configurations, customizations and security setups of IT systems.
- Developed and implemented IT policies and procedures to ensure compliance with industry standards.
- Managed the installation, configuration, maintenance, and troubleshooting of network systems.
- Collaborated with other departments to develop innovative solutions for complex problems.
CX Enablement Analyst
Datacom
Adelaide, Australia
04.2022 - 12.2022
- Using Microsoft Power Platform to automate report generation with notifications to key stakeholders and use Power Automate flows to execute tasks based on report generations/incoming emails
- Using Powershell to automate Service Desk Analysts tasks (Account creations/Terminations, interacting with Office 365/Azure Active Directory etc)
- Updating Ansible playbooks to automate tasks interacting with Telephony system/Service Now using unattended and attended automation
- UIPath RPA (Robotic Process Automation) development to automate Customer Service Agents tasks to reduce average handling time and to improve customer experience
- Used Microsoft Power Apps to assist in creating an application to simplify Service Delivery Manager daily/weekly/monthly tasks
- Monitor ticketing system tool (Cherwell) to triage incidents and service requests
- Report generation using Service Now metrics
- Updating ticketing system tools Email/Event monitor to automatically triage tickets to appropriate teams based on subject of email and/or keywords in the body of email
Senior Service Desk Analyst
Datacom
Adelaide, Australia
11.2021 - 04.2022
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Assisted in technical support process refinement to improve customer service and support
- Developed training materials
- Collected, analyzed and reported on data for use in operational planning
Service Desk Analyst
Datacom
Adelaide, Australia
08.2020 - 11.2021
- Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results
- Resolved issues on initial call 95% of time using internal knowledge base, troubleshooting skills, experience and team resources
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions
Customer Service Representative
Datacom
Adelaide, Australia
03.2018 - 08.2020
- Evaluated customer account information to assess current issues and determine potential solutions
- Worked with managers to develop service improvement initiatives
- Answered 50+ inbound calls per day and directed to designated individuals or departments
- Resolved average of 200-250 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume
- Uphold privacy and security requirements established by Australian Government regulatory agencies
- Documented conversations with customers to track requests, problems and solutions
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Reduced process lags and effectively trained team members on best practices and protocol
Crowd Controller
Central Security
Adelaide, Australia
05.2013 - 11.2016
- Reported unusual and illegal activity on premises to prevent injury, incidents and crimes
- Screened visitors and stowed away weapons and prohibited items
- Prepared and maintained required documentation
- Scanned crowd and detained people for law enforcement
- Maintained control and order over large crowds
- Circulated among patrons and employees to preserve order
- Patrolled buildings, facilities and perimeter areas to prevent damage to property
- Detained individuals when necessary to prevent security breaches
- Patrolled premises regularly to maintain safety of employees and visitors
Education
Certificate II - Information Technology
TAFE SA Adelaide North Institute
Elizabeth, SA07.2016
High School Diploma -
Freemont High School
Elizabeth, SA12.2012
Certificate II - Security Operations
Tactical Training Australia
Tranmere, SA12.2011
Certificate I - Construction
Para West Adult Campus
Davoren Park, SA10.2010
Crowd Controller -
PRM Operations
Adelaide, SACrowd Controller -
Burleigh Logistics
Adelaide, SARPA Developer -
UI Path Online Certifications
Skills
- Problem-solving abilities
- Report creation in a number of systems
- Proficient at PowerShell, HTML, JavaScript, and Python
- UI Path
- Proficient in Microsoft Suite (Word, Excel, etc)
- Microsoft Power Platform
- Knowledge surrounding AAD, SharePoint, Endpoint, PIM, and O365 suite
- Active Directory
- Citrix
- VMWare
- Ansible
- Technical troubleshooting
- Critical thinking abilities
- Creative thinking to resolve complex problems
- Excellent communication
- Inbound and outbound calling
- Customer relations
- Active listening
- Adaptive team player
- Ability to work in a team environment or unsupervised
References
- Christopher Aubert - Senior service desk agent - Datacom
- Daniel Victorien - Previous Team leader - Datacom
- Beau Barker - Systems Engineer - Datacom
- Joel Harvey - CX Enablement Analyst - Datacom
- Lisa Dickson - Previous Team Leader - Datacom
Summary - Highlights
- Customer service professional accustomed to fast-paced environments.
- Work quickly to understand, document and resolve customer incidents and requests, driving satisfaction while meeting KPI goals.
- Passionate about programming in general or automating anything whether it's using C#, Python, UI Path or Powershell.
Timeline
ICT Manager
Civil Contractors Federation SA
06.2023 - Current
CX Enablement Analyst
Datacom
04.2022 - 12.2022
Senior Service Desk Analyst
Datacom
11.2021 - 04.2022
Service Desk Analyst
Datacom
08.2020 - 11.2021
Customer Service Representative
Datacom
03.2018 - 08.2020
Crowd Controller
Central Security
05.2013 - 11.2016
Certificate II - Information Technology
TAFE SA Adelaide North Institute
High School Diploma -
Freemont High School
Certificate II - Security Operations
Tactical Training Australia
Certificate I - Construction
Para West Adult Campus
Crowd Controller -
PRM Operations
Crowd Controller -
Burleigh Logistics
RPA Developer -
UI Path Online Certifications
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