Nicholas Georgou

Hybrid Role - Level 1 / 2 Service Desk (Thales) – Head of Support (Ground and Transport Services)
Contract Position

In this capacity, I assumed the pivotal role of leading support for the Ground and Transport Services (GTS) division within Thales, overseeing operations spanning Sydney, Australia, and Auckland, New Zealand. My responsibilities encompassed spearheading support initiatives for 185 users, ensuring seamless resolution of IT issues through prompt and effective response mechanisms.

Key Achievements and Responsibilities:

• First Responder Excellence: Demonstrated adeptness in promptly addressing and resolving a myriad of IT issues, leveraging a dedicated hotline system integral to Thales' service desk framework.
• Administrative Proficiency: Skillfully managed user accounts leveraging Active Directory and Microsoft 365 administration centres, ensuring optimal access management and security protocols.
• ITIL Framework Expertise: Utilized ServiceNow ITIL software to efficiently address and resolve IT issues surfaced by the company, adhering to best practices and service standards.
• Technical Troubleshooting: Leveraged remote desktop solutions to diagnose and troubleshoot IT issues, escalating complex matters as necessary to ensure swift resolution.

Additional Responsibilities as Head of Support (GTS):

• Strategic Reporting: Provided comprehensive reports to management in Australia and France, highlighting critical issues and potential pain points, thereby facilitating informed decision-making processes.
• Stakeholder Engagement: Actively participated in meetings concerning major IT changes originating from Head Office in France, offering insights and recommendations to align IT strategies with organizational objectives.
• Operational Enhancement: Implemented workflow changes aimed at optimizing operational efficiency within the GTS division, fostering a culture of continuous improvement and innovation.
• Inventory Management: Demonstrated proficiency in managing inventory, ensuring seamless procurement and deployment of IT assets in alignment with business requirements.
• Cybersecurity Vigilance: Conducted thorough cyber vulnerability checks, proactively identifying and mitigating potential security threats to safeguard organizational assets and data integrity.
• Hardware Maintenance: Successfully executed hardware repairs, ensuring optimal performance and longevity of IT infrastructure assets.

Olympus Technology Services
February 2019 – November 2022

During my tenure at Olympus Technology, I honed my problem-solving skills and acquired comprehensive knowledge in IT. Key highlights of my experience include:

• Continuous Learning: Engaged in ongoing professional development by pursuing various industry certifications, enhancing my technical proficiency and expertise.
• Data Centre Operations: Gained hands-on experience in data centre operations through rack and stack work, contributing to the seamless functioning of critical infrastructure components.
• Project Involvement: Played instrumental roles in diverse project initiatives, showcasing adaptability and versatility in addressing evolving business needs.

Contract Roles:

Technical Specialist - Sydney Airport
June 2020 – June 2021

As a Level 1/2 Technical Specialist at Sydney Airport, I was a pivotal member of the CEO Awarded Service Desk Team. Key contributions include:

• Service Excellence: Recognized for my dynamic and assertive approach in resolving IT issues, driving rapid improvements within the service desk environment.
• Offboarding Support: Played a critical role in supporting separation activities, facilitating the smooth offboarding process by managing mobile devices, laptops, and confidential data erasure.

Technical Help Desk Support - Opal Health Care
March 2020 – June 2020

At Opal Health Care, I provided technical support tailored to the healthcare and aged care industry. Noteworthy contributions include:

• COVID-19 Response: Demonstrated resilience and adaptability during the transitional period, effectively managing incident and change resolutions amidst the challenges posed by the pandemic.
• Remote Support: Provided remote technical assistance to address IT issues, ensuring uninterrupted operations across NSW aged care facilities.

IT Support Help Desk - Richemont
January 2020 – February 2020

As the Interim Head of IT Support at Richemont, I spearheaded IT support operations for the Australian region, reporting to the headquarters in Singapore. Highlights include:

• Client Relationship Management: Acted as the primary point of contact for esteemed clientele such as Cartier, delivering prompt and effective resolutions to IT-related issues.
• ITIL Implementation: Leveraged ServiceNow ITIL framework to streamline IT operations and enhance service delivery efficiency, ensuring alignment with organizational objectives.