M. JAN
Forde
Summary
Experienced IT and Cybersecurity Support Specialist with over two years in delivering high-quality technical support, incident management, and cyber content across Government and Defence sectors. Skilled in diagnosing and resolving complex technical issues, managing Priority 1 and 2 incidents, and providing clear, user-focused guidance in remote support environments. Proficient in Microsoft 365 administration, Active Directory management, system patching, and foundational networking principles, with hands-on experience in ticketing systems such as ServiceNow. Adept at maintaining professional client communication, documenting solutions, and contributing to knowledge base resources. Recognised for proactive problem-solving, process improvements, and collaborative work with cross-functional teams to enhance service quality, security, and system performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Level 2 Technical Support Engineer
Fifth Domain
11.2023 - Current
- As the primary technical support contact, I provide expert assistance to clients via phone, service requests, and email, ensuring swift and precise resolution of issues in a remote work environment. I confidently diagnose and resolve complex technical problems through remote troubleshooting, handling priority incidents with urgency and professionalism. My role includes managing and escalating critical tickets to cloud and engineering teams when required, ensuring thorough resolution and clear client communication. I maintain consistent customer engagement by providing timely updates and guiding users through solutions, fostering trust and satisfaction.
- Key contributions include:
- Incident Management: Efficiently handling Level 2 support cases, including high-priority incidents, with rapid decision-making and minimal downtime.
- System & Service Support: Supporting IT infrastructure, verifying system patching, and ensuring proactive monitoring of critical services.
- Proactive Improvements: Identifying recurring issues, recommending preventive measures, and implementing process enhancements to improve service quality and security.
- Knowledge Base & Documentation: Developing technical knowledge articles, managing support content, and maintaining supplier relationships for streamlined operations.
- Project & Asset Management: Assisting in project deliverables, IT asset management, and quality assurance of cyber content to maintain service excellence.
Service Desk Officer
Fifth Domain
09.2022 - 11.2023
- Delivered ICT support for both internal staff and external users across a cyber training platform. Resolved technical issues via email and ticketing tools, using remote troubleshooting and clear communication. Supported staff with hardware, software, network, and access issues, escalating to engineering teams as needed. Maintained accurate service records, contributed to knowledge base updates, managed IT assets, and provided input into process improvements and system documentation.
IT Service Desk Officer
DDTS ACT Government
04.2022 - 09.2022
- As the first point of contact for multiple ACT Government Directorates, provided responsive and professional Level 1/2 ICT support across a broad range of business-critical systems and applications (supporting over 3,500 users). Logged, triaged, and resolved a high volume of service requests using ServiceNow, while ensuring incidents were accurately recorded, categorized, and tracked according to ITIL-aligned procedures. Delivered technical troubleshooting for end-user devices, cloud applications, and Microsoft environments, escalating unresolved issues to specialist teams as required. Maintained strong communication with users across all channels (phone, email, live chat, web forms, in-person), ensuring timely updates and clarity on issue resolution. Proactively contributed to the continuous improvement of ServiceNow platform modules and workflows to better align with business needs. Enforced system standards and contributed to performance reporting, while maintaining up-to-date support documentation and procedures in support of a collaborative service desk environment.
Customer Service/ Maintenance Technician Officer
Secure Park
11.2018 - 05.2022
- Provided front-line ICT support using remote desktop tools to resolve technical issues across six ACT sites. Delivered prompt troubleshooting for software, printer, and account access issues, including password resets. Collaborated with internal teams to resolve car park system faults efficiently and minimize downtime. Oversaw quality assurance, audit reporting, and user feedback collection to improve support services.
IT Help Desk Support Officer
Trek Australia
05.2021 - 04.2022
- Provided responsive ICT support for users across Australia and New Zealand via phone, email, MS Teams, and in person. Resolved service requests covering POS systems, laptops, and software issues. Configured and maintained hardware/software, adhered to security standards, and escalated complex incidents where necessary. Used ServiceNow to track and resolve over 70 support tickets weekly. Supported account management via Active Directory and Z-Hire, and assisted with infrastructure updates and asset control.
Help Desk Support Officer - Internship
Axis Digital World
11.2019 - 03.2020
- Provided efficient troubleshooting and support to 100+ users, addressing PC, printer, software, hardware, and database issues. Enhanced productivity by 100%. Offered knowledgeable and professional service through over 100 inbound calls daily. Prioritized and escalated issues to second-level support as needed. Communicated resolutions promptly, maintained transaction records, and adhered to call flow process. Developed expertise in systems, hardware, software, and databases. Configured and tested computers for local and remote use in the ACT Trustees Program.
Education
ACS Professional Year Program - Information Technology
Indus Institute
Advance Diploma of Business - Business Information Systems
Kent Institute Australia
Bachelor of Business - Information Systems, Information Technology
Kent Institute of Australia
Skills
- Level 2 Technical Support & Troubleshooting
- Incident & Problem Management (Priority 1 & 2)
- Remote Desktop Support (Windows, Linux)
- Microsoft 365 Administration
- Active Directory & Group Policy Management
- User Account Management (AD, Z-Hire)
- Networking Fundamentals (TCP/IP, DNS, DHCP, VPN)
- Basic PowerShell Scripting
- System Patching & Verification (Windows/Linux)
- IT Asset Management & Inventory Control
- ServiceNow Ticketing & Workflow Management
- ITIL-aligned Service Management
Affiliations
Australian Computer Society (ACS): Associate Member
Certification
CompTIA Security+ (In-Progress)
Clearances
- Australian Government Security Baseline clearance
- CMTEDD Personnel Vetting Program certificate - ACT Gov Baseline clearance
Timeline
Level 2 Technical Support Engineer
Fifth Domain
11.2023 - Current
Service Desk Officer
Fifth Domain
09.2022 - 11.2023
IT Service Desk Officer
DDTS ACT Government
04.2022 - 09.2022
IT Help Desk Support Officer
Trek Australia
05.2021 - 04.2022
Help Desk Support Officer - Internship
Axis Digital World
11.2019 - 03.2020
Customer Service/ Maintenance Technician Officer
Secure Park
11.2018 - 05.2022
Advance Diploma of Business - Business Information Systems
Kent Institute Australia
Bachelor of Business - Information Systems, Information Technology
Kent Institute of Australia
ACS Professional Year Program - Information Technology
Indus Institute
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