Macwin Fernandes
Upper Kedron
Summary
A highly skilled Service Desk professional with a proven track record in technical support, troubleshooting, and user assistance. I bring a strong focus on team collaboration and adaptability, ensuring the delivery of reliable solutions and the seamless operation of IT services. Known for my problem-solving abilities, critical thinking, and in-depth understanding of IT service management, I am adept at quickly identifying issues and implementing effective solutions. With a reputation for consistently delivering results and meeting evolving needs, I excel at managing both technical challenges and customer expectations.
Possessing excellent customer service skills, I am adaptable and customer-focused, always striving to enhance the user experience. My exceptional communication skills enable me to convey complex technical information clearly and effectively to both technical and non-technical users. Through a combination of critical thinking, problem-solving expertise, and a strong commitment to service excellence, I ensure that every interaction contributes to a positive outcome for both the end-user and the organization.
Overview
19
19
years of professional experience
Work History
Service Desk Engineer
Productiv
02.2024 - Current
- Extensive experience with Kaseya RMM & PSA platforms (e.g., ConnectWise, Autotask) for remote monitoring, patch management, ticketing, and resource allocation.
- Improved service delivery by automating workflows and enhancing project tracking and client reporting through Kaseya and PSA integration.
- Delivered proactive IT support, optimizing client uptime and ensuring timely project delivery.
- Led successful software rollouts, ensuring seamless integration across multiple platforms.
- Streamlined internal processes with new service desk procedures, enhancing efficiency and customer satisfaction.
- Conducted research to recommend IT infrastructure improvements and emerging technologies for enhanced performance.
Admin/IT Officer
Trufire Pty Ltd
11.2022 - 01.2024
- Administered and maintained enterprise workstations, servers, telecommunication systems, and network infrastructure, ensuring operational efficiency and uptime.
- Provided in-depth technical support for Microsoft Office and internal software applications, including troubleshooting, configuration, and performance optimization.
- Managed IT asset lifecycle across head office and warehouse locations, ensuring consistent system performance and hardware/software troubleshooting.
- Utilized Service M8 ticketing system for incident management, job tracking, and invoicing, ensuring SLA compliance and data accuracy.
- Delivered expert-level customer service via phone support, diagnosing and resolving technical issues for internal and external clients.
- Managed technical reports, inventory, and service contracts, ensuring accurate tracking and proper administration of IT equipment and supplies.
- Collaborated with internal teams and external partners to execute technical tasks and project milestones, ensuring smooth system implementations.
- Assisted senior leadership in policy development and process optimization, improving operational efficiency.
- Conducted invoice audits to ensure compliance with budgets and contractual terms.
Team Leader – Service Desk
Dominos Head Office
04.2022 - 10.2022
- Lead and manage a diverse Service Desk team, including onshore and offshore members, ensuring exceptional technical support and high service standards.
- Set performance expectations, monitor progress, and provide feedback to ensure team success.
- Oversee the incident management lifecycle, prioritizing and resolving issues to minimize downtime and optimize efficiency.
- Design and continuously improve Service Desk operations, aligning with best practices to enhance customer satisfaction and responsiveness.
- Develop and enforce policies and procedures to maintain high-quality service delivery and meet SLAs.
- Drive workforce planning, staffing, performance analysis, and proactive resolution strategies to improve productivity.
- Provide hands-on support for escalated issues, ensuring swift resolution of complex problems.
- Manage IT support for 800+ retail locations and Head Office users, ensuring seamless operations
Level 3 Desktop Support / Team Leader
DXC
04.2016 - 03.2022
- Provide line management support, mentoring, and technical upskilling to Deployment Technicians for enhanced team performance.
- Oversee weekly rostering of Deskside Support Technicians across client sites to ensure optimal resource allocation and service coverage.
- Collaborate with Service Delivery Manager to recruit, onboard, and train Level 1.5 Technicians for effective service delivery.
- Propose enhancements to support processes and knowledge resources, improving issue resolution efficiency and service delivery.
- Serve as the primary escalation point for the team, prioritizing and addressing emerging issues to ensure timely resolution.
IT Support Specialist
Datacom
06.2015 - 12.2015
- Provided technical support to 5,000+ users across NSW, QLD, and VIC, resolving issues via phone troubleshooting.
- Offered cloud and virtualization support for VMware on Microsoft Windows, ensuring a seamless user experience.
- Maintained incident documentation and adhered to incident management processes.
- Diagnosed issues and initiated problem management workflows, ensuring timely resolution.
- Assigned and routed service requests to appropriate support groups, meeting SLAs.
- Implemented process improvements to enhance Service Centre efficiency.
Service Desk Agent
Brennan IT
08.2014 - 04.2015
- Provided technical support to 1,300+ small businesses across NSW, QLD, and VIC, resolving IT issues via phone support.
- Administered Office 365 and Cloud services, ensuring seamless operation of cloud-based applications.
- Offered Citrix support for servers, XenApps, and printers, ensuring reliable virtualized environment performance.
- Utilized remote access tools like TeamViewer, Bomgar, and MS Lync to diagnose and resolve issues remotely.
- Troubleshot VPN clients like Cisco AnyConnect to ensure secure remote user connectivity.
- Maintained accurate documentation of incidents and followed incident management protocols.
- Diagnosed and resolved recurring issues, implementing solutions to reduce future disruptions.
2nd Level Site Support/ Field Engineer
Rio Tinto
04.2011 - 06.2014
- Provide comprehensive IT support for over 2,000 users across multiple buildings within the Brisbane CBD, ensuring efficient and effective resolution of technical issues in a fast-paced environment.
- Adhere to ITIL procedures for incident management, investigating and resolving IT-related issues within defined SLAs, across a multi-domain environment to ensure minimal disruption to business operations.
- Schedule and conduct on-site visits for in-depth investigations, or resolve issues remotely through phone support, leveraging remote troubleshooting tools to diagnose and fix user problems efficiently.
- Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.
IT Officer
Socialdata Australia
09.2009 - 03.2011
- Manage IT infrastructure including workstations, servers, telecommunications systems, and network devices, ensuring smooth business operations.
- Troubleshoot and resolve hardware/software issues for computers and servers, minimizing downtime.
- Administer Active Directory for user account creation, deletion, and maintenance, ensuring secure access.
- Provide technical support for Microsoft Office applications and ensure reliable MS Outlook functionality.
- Manage employee timecards for accurate tracking and reporting of work hours and oversee vendor accounts for telecommunication services, internet, fax, and consumables, ensuring cost-effective procurement.
- Maintain IT equipment across head office, warehouse, and company properties to ensure optimal performance.
IT Technician
Allied Pickfords
09.2009 - 10.2010
- Disconnect and safely decommission all computers, workstations, and associated IT equipment from network systems, ensuring proper shutdown and data security protocols are followed.
- Pack and secure marked IT equipment into specialized containers, ensuring all items are handled with care and properly labeled for safe transport to their new locations.
- Reassemble and configure all workstations, computers, and IT peripherals at designated locations, ensuring proper connectivity and system functionality upon setup.
- Collaborate with project managers to ensure all IT equipment relocation tasks are completed within set deadlines, minimizing downtime for clients and maintaining service continuity.
- Perform technical checks on relocated equipment to ensure functionality, troubleshoot any issues, and resolve them promptly to ensure all systems are operational post-move.
- Ensure networking setups and hardware configurations are consistent with company standards at the new locations, including network connectivity, user account setup, and integration with organizational IT infrastructure.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
Senior Technical Support Expert
Dell
04.2006 - 08.2008
- Lead troubleshooting efforts for complex hardware and software issues, providing expert-level support for Dell products, including desktops, laptops, servers, and networking devices, ensuring swift resolution of technical problems within defined service level agreements (SLAs).
- Manage escalated technical issues, coordinating with internal teams and R&D to diagnose, resolve, and provide solutions for high-priority or recurring incidents, while delivering exceptional customer service.
- Provide advanced configuration support and system optimization for enterprise clients, ensuring that Dell products integrate seamlessly into corporate environments, addressing both performance and security concerns.
- Develop and deliver technical documentation and training materials, guiding junior technicians and end-users in the use of Dell systems, troubleshooting processes, and best practices for system maintenance and software deployment.
Education
Diploma - Information Technology
Queensland Institute of Business Technology
Brisbane01-2010
Bachelor of Arts - Economics, History And Sociology
Parvatibai Chowgule College of Arts & Science
Goa - India01-2006
Skills
- Remote Support & VPN Configuration
- Software Installation & Security Protocols
- Application & Incident Management Support
- Active Directory & Remote Desktop Support
- Backup & Recovery Solutions
- IT Documentation & Technical Support Expertise
Core Skills:
- Customer Service Excellence & Customer-Focused Approach
- Problem Resolution & Critical Thinking
- Dispute Resolution & Adaptability
- Effective Communication & Active Listening
- Relationship Building & Customer Engagement
- Sales Proficiency & Customer Relations
Key Interpersonal & Problem-Solving Skills:
Accomplishments
- Reduced Incident Resolution Time by 30% through a new ticket triaging system, boosting team efficiency.
- Increased User Satisfaction by 15% through proactive troubleshooting and clear communication.
- Created Self-Service Knowledge Base, reducing support requests by 25% and empowering users to resolve issues independently.
- Led Remote Work Transition for 200+ employees, ensuring seamless operations with VPNs and collaboration tools.
- Improved SLA Compliance by 20% through optimized incident prioritization and categorization.
Languages
English
Native or Bilingual
Software
CRM Software (eg, Salesforce, HubSpot, Zoho CRM) Help Desk Software (eg, Zendesk, Freshdesk, ServiceNow) Live Chat Software (eg, Intercom, LiveChat, Drift) Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Knowledge Management Software (eg, Confluence, SharePoint) Survey Tools (eg, SurveyMonkey, Google Forms) Email Marketing Software (eg, Mailchimp, Constant Contact) Call Center Software (eg, Genesys, Avaya, Five9) Ticketing Systems (eg, Jira, ServiceNow, Zendesk) Social Media Management Tools (eg, Hootsuite, Sprout Social)
Interests
- Electronics and Circuit Building
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Supporting STEM education initiatives and mentorship programs
Timeline
Service Desk Engineer
Productiv
02.2024 - Current
Admin/IT Officer
Trufire Pty Ltd
11.2022 - 01.2024
Team Leader – Service Desk
Dominos Head Office
04.2022 - 10.2022
Level 3 Desktop Support / Team Leader
DXC
04.2016 - 03.2022
IT Support Specialist
Datacom
06.2015 - 12.2015
Service Desk Agent
Brennan IT
08.2014 - 04.2015
2nd Level Site Support/ Field Engineer
Rio Tinto
04.2011 - 06.2014
IT Officer
Socialdata Australia
09.2009 - 03.2011
IT Technician
Allied Pickfords
09.2009 - 10.2010
Senior Technical Support Expert
Dell
04.2006 - 08.2008
Diploma - Information Technology
Queensland Institute of Business Technology
Bachelor of Arts - Economics, History And Sociology
Parvatibai Chowgule College of Arts & Science
Similar Profiles
Vilmaris Ocasio MaldonadoVilmaris Ocasio Maldonado
Supervisor at Productiv (PMUSA/JMC)Supervisor at Productiv (PMUSA/JMC)
Abbey Lail-McNamaraAbbey Lail-McNamara
Program Manager at Productiv IncProgram Manager at Productiv Inc
Vincenz Valdez BarsantiVincenz Valdez Barsanti
Enterprise Account Manager at Productiv Inc.Enterprise Account Manager at Productiv Inc.
Jordan WarrenJordan Warren
Endorsed Enrolled Nurse at St Andrews War Memorial HospitalEndorsed Enrolled Nurse at St Andrews War Memorial Hospital
Helen O'BrienHelen O'Brien
Registered Emergency Nurse at Redcliffe HospitalRegistered Emergency Nurse at Redcliffe Hospital