Phillip Olsen
Morayfield,QLD
Summary
Driven and highly motivated individual who is constantly looking for system improvements opportunities. In my current role I dealt with a mixture of tasks which vary between level 1 to 2 IT. I've also had the chance to solidify my time management skills between ticket and projects while displaying my adaptability, innovation and initiative while learning.
Overview
4
4
years of professional experience
Work History
Service Desk Analyst
Rivercity Solutions
01.2023 - Current
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
IT Operations Officer
Dye & Durham
12.2020 - 01.2023
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-to-day tickets and projects accurately and efficiently while prioritizing incidents and outages
- Demonstrated respect, friendliness, and willingness to help wherever needed along with managing stakeholder expectations
- Worked flexible hours; night, weekend, holiday shifts, and offsite visits
- Assumed management's role and general tasks in manager's absence
- Facilitated 2 office relocations in Hobart and Melbourne
- Asset management and procurement
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment
- Documented new procedures and policies.
Help Desk Officer
GlobalX Legal Solutions
04.2020 - 12.2020
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Assisted customers with product selection based on stated needs, proposed use, and budget
- Managed helpdesk inbox along with KPIs.
Skills
- IT Software - Operating Systems: Windows 10, Windows Server 2012, Linux, iOS and Android
- Power Automate
- Atlassian Suite: Jira, Bitbucket and Confluence
- Octopus Deploy
- Great Understanding of SQL
- O365 Administrative tools
- AD / Azure / Exchange in a hybrid environment
- CISCO Webex Calling
- Print Troubleshooting/Services: Konica YSoft & Ricoh Streamline NX
- Hardware Teardown and Assembly
- Azure AD Management, Exchange and On-prem AD
- Great Stakeholder and Vendor Communication
- Self-Motivated
- Decision-Making
- Attention to Detail
- Organization and Time Management
- Planning and Coordination
- Teamwork and Collaboration
- Great with Creating Documentation
- Project Management
Websites
Accomplishments
Employee of the Month for January 2021 and September 2022
References
- National Sales Manager QLD - Adrian Hendy
- IT Operations Manager (AU) - Gavin Handley
- National Customer Support Manager (AU) - Rebecca Moses-Wakelin
Timeline
Service Desk Analyst
Rivercity Solutions
01.2023 - Current
IT Operations Officer
Dye & Durham
12.2020 - 01.2023
Help Desk Officer
GlobalX Legal Solutions
04.2020 - 12.2020
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