SAM LOPIZZO
Sydney
Summary
Experienced IT support specialist adept at efficiently troubleshooting and resolving technical issues. Demonstrates a strong focus on teamwork and achieving results, seamlessly adapting to changing environments. Highly skilled in customer service, problem-solving, and technical communication to provide reliable user support. Known for maintaining high standards and consistently delivering impactful results.
Overview
38
38
years of professional experience
Work History
Aware Super - Service Desk Analyst
NRI (Nomura Research Institute)
10.2024 - Current
- First point of contact for users via Service Desk, Amazon Phone Connect, Email & Teams
- Resolve all level1 service desk issues promptly
- Escalate unresolved issues to level2 support
- Ensure service desk incidents and phone calls are answered promptly
- Complete incidents, service requests, and tasks in a timely manner
- Document all interactions in a Service Manager incident/request system
- Collaborate with the wider team on the client sites
- Customer service and stakeholder management skills, with the ability to communicate with diverse audiences
- Administering Windows10/11
- Administering user accounts in Active Directory and Office365
- Good understanding of TCP/IP, VOIP, Video Conferencing, and basic networking principles
- Administering Apple products such as iPhones and iPads
- Managing workstation PCs to enhance reliability, availability, performance, security, and compliance
- Administering IT Service Management tools - ServiceNow - Amazon Connect
IS Support Officer
Etex
08.2024 - 10.2024
- Providing Level1-2 technical support in a face-to-face environment
- Troubleshooting software and hardware issues in a Windows based environment and across various types of mobile devices (iPhones, Android, etc.)
- Set up user access in various Systems and Software
- Updating clients on progress during problem resolution
- Provide feedback on continuous improvement of processes and procedures in order to enhance current use of products
- Windows10 to11 Desktop Rollouts
- Supporting and troubleshooting Windows based environment in large organizations
- Experience providing face to face support and excellent customer service
- Good knowledge across Windows10, Office365, mobiles devices, Network and Security
- Good knowledge of ITIL methodology including Incident, Change, Problem and Knowledge Management
- Working with ServiceNow ticketing system
- IT degree or equivalent qualification or relevant IT related experience
- Excellent communication and presentation skills
- Outstanding Customer Service skills
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques
IT Support Field Officer
Unisson Disability
05.2023 - 08.2024
- Action IT issues across NSW
- Monitor & Action Help Desk Ticket Requests Via Autotask2024.4, Software, Hardware & Network related faults
- Accessing Users and working Remotely Via Datto Remote Monitoring and Management (RMM) a secure cloud-based RMM platform
- Action1st,2nd and3rd Level Technical Support for Office365, Exchange Online, Azure AD, Entra Admin Centre, MS Intune Admin Centre, Google Administrator, Security, Compliance and Hardware Upgrades Internally & Externally across NSW
- Office & Home IT Infrastructure planning
- Windows10/11 SOE Builds for Dell, Autosys0 & Microsoft Surface Devices
- Dealing with carriers and vendors for Network fault issues and IT Repairs
- Support Yealink video conferencing equipment & voice communications, phones, handsets, wireless connectivity
- Supported HP, Brother Printers Across Unisson NSW Network
- Installations, repairs
- Developed strong relationships with stakeholders, fostering trust and open lines of communication during site visits and meetings
- Managed multiple priorities effectively while adhering to deadlines under challenging conditions in the field
ICT Support Officer
Brigidine College
01.2021 - 05.2023
- Action1st,2nd and3rd Level Technical Support for Office365, Exchange Online, Google Administrator, Security, Compliance and Azure AD
- Performing tape backups, restores, monitoring and troubleshooting in Veeam and disaster recovery strategies
- Responsible for operating and maintaining Endpoint Protection via Sophos Central
- Dealing with carriers and vendors for Network fault issues and IT Repairs
- Address IT issues raised by Staff, Students and Parents
- Hardware related faults – Laptops, Desktops, Printers
- Portable devices faults – iPad, Smart phones
ICT Field Technician
Disability Services Australia
11.2018 - 11.2020
- Action IT issues across NSW
- Monitor & Action Jira Service Desk Tickets for Software, Hardware & Network related faults
- Monitor & Action Network related faults via Cisco Meraki
- Hardware Upgrades Internally & Externally across NSW
- Custom Windows10 SOE Builds for Dell, Lenovo & Microsoft Surface Devices
- Support Mitel ShoreTel Phone Systems via ShoreTel WebPortal
- Supporting Konica Minolta Printers Across DSA Network
- ITIL4 Foundation Certificate in IT Service Management
- Microsoft10997 – Office365 Administration and Troubleshooting
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction
- Collaborated with other field technicians to resolve complex technical issues
- Identified potential problems and prevented equipment failure through performing regular equipment inspections
- Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed
- Delivered high-quality work by diligently following standard operating procedures
- Calibrated new and existing equipment for optimal performance
- Communicated with customers to provide updates, gather information and resolve issues
ICT Desktop Support Analyst
Santa Sabina College
11.2006 - 10.2018
- Undertake action to address the IT issues raised by Staff, Students and Parents:
- GADS Google Apps Directory Sync - add, modify, and delete users, groups, and non-employee contacts to synchronize the data in your Google Apps domain
- Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational problems
- Installation of additional network associated storage (NAS)
- Configuring firewall/security settings to allow system to communicate with external websites
- Machine Reimagining and rebuilding Symantec Ghost8.0
- Assist staff and students and other network users about how to solve existing system problems
- Updating machines with Windows and Microsoft patches released to safeguard and improve machine and network performance
- Diagnose and facilitate the repair of non-warranty and warranty technology throughout the school (PC repair including board swap, memory additions, peripheral devices and software installs and upgrades
- Installation of OPAC touch screen monitors in library general area
- Wireless access point device install
- Provides on-call consulting advice and technical support to various users/client organizations regarding specific operational/applications issues
- Installing and configuration of server (ClickView)
- Updates, Java updates, video codec's for ClickView
- Liaises with KLA Coordinators regarding requests in developing programs/products for educational outcomes
- Onboarding new staff laptop rollout
- Updating hardware inventory of newly allocated machines/ returned machines
- Maintain the IT Asset Register and records licenses for software
- License and activation management of certain departmental software
- Troubleshoot various technical issues dealing with printers, network and phone systems
Computer Technician - Contract Role
IMI Solutions
08.2006 - 10.2006
- Organising and providing onsite set-up of Lenovo Desktop installations & configurations to primary and secondary schools within the Sydney metropolitan area
- Onsite software set-up and printer configuration
- Physical security installation of IT equipment to School property
- Brief school staff on comprehensive instruction, safety and operating program
- Daily maintenance of existing and new equipment
- Organise installation and replacement of any defective equipment
- Stock and quality control of new and existing equipment
- Preparation of monthly installation and stock reporting
- Performed troubleshooting to correct computer hardware and software malfunctions
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments
PC Desktop Support Administrator
Australian Bakels Pty Ltd
10.2000 - 01.2006
- IT Desktop Support to all internal/external staff within the organization
- TCP/IP Configuration
- Upgrade and installation of Software & Hardware
- Configure Desktops/Notebook computers
- Desktop/Laptop Rollouts
- Daily maintenance of Microsoft NT Windows2000/03 and Dell Servers
- Provide onsite and telephone support to employees
- Troubleshoot network Network cabling
- Action user requests (Nationally)
- Fault reporting
- Software and Hardware installation
- PC configurations
- Printer setup and trouble shooting
- Adding users to MRP MGFPRO system
- PC Security, applying anti-virus patches
- Ordering of software/hardware supplies
- Microsoft Office support
- Coordinating and engage in desktop/ printer relocations
- Handled sensitive information discreetly, always maintaining strict confidentiality as required by company policy or legal regulations
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts
Network Operator
IBM SOCOG Olympic Technology
07.2000 - 10.2000
- The role involves monitoring and surveillance of the Olympic Games Production Network from the Technical Command Centre
- It required proficiency in the use of Network surveillance tools i.e
- Tivoli, NetView
- To provide problem tracking and first-level problem determination for all Network problems and to ensure appropriate2nd &3rd level support where required
- Participation in Change Control process where required and to facilitate and implement necessary operational procedures for Network operations
- Reviewed, investigated and resolved escalated network issues
- Maintained optimal equipment operations, system performance and data availability with proactive maintenance and upgrading of hardware, cabling, and software
- Handled incident response efforts during emergency situations effectively mitigating potential damage
Computer Operations Team Leader
Kaz Computer Services
03.1999 - 03.2000
- Continued my role as a Computer Operations Team Leader for Kaz Computers
- The position Involved running a Unix Network Environment, which used Monitoring Tools (TIVOLI & AUTOSYS)
- The role also involved teaching and mentoring of new Kaz employees
- Managed daily operations, ensuring smooth workflow and timely completion of tasks
- Improved team efficiency and productivity by restructuring workflow and managing assignments
- Optimized team performance, providing clear guidance and setting achievable goals
- Managed high workload with consistent record of achieving deadlines and production targets
- Provided effective leadership during periods of change or transition within the organization
Computer Operations Team Leader
Franklins Limited
01.1990 - 03.1999
- Supervision of staff
- Creating user accounts
- Checking system space
- Monitoring Unix NT Environment using Tivoli & badword_key_1
- Ensuring accuracy of reports
- Timely distribution of scheduled reports
- Data processing
- Provision of on-job training
- Printing relevant Sales & Financial reports upon request
- Operation of peripheral units
- Problem analysis of system malfunctions and remedial solutions
- Assistance to other departments
- Loading of back up media / backup restores
- Ensuring stock supplies of computer stationery is kept to required levels
- Providing IT support to internal departments nationally
- Decision making within policies, procedures and regulations
- Managed daily operations, ensuring smooth workflow and timely completion of tasks
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations
- Optimized team performance, provided clear guidance and setting achievable goals
- Helped set and manage objectives for quality, productivity and compliance
- Managed high workload with consistent record of achieving deadlines and production targets
Owner / Manager
Scorpion Home Videos
07.1989 - 12.1989
- A challenging and demanding seven days a week job, needing good application of organisation, planning and presentation skills as well as the ability to negotiate with suppliers
- Excellent customer service and knowledge of the business was an essential criterion
- Ordering stock and pricing supplies
- Shop presentation
- Providing excellent customer service
- Attending to customer needs
- Promotions
- Preparation of financial statements
- Banking and balancing cash books
- Dealing with representatives
Computer Operator
AAP Information Services
07.1989 - 10.1989
- Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality
- 24/7 Rotating Roster
- Data processing of financial information
- System maintenance
- Checking accuracy of computer reports
- Providing reports on request
- Problem analysis and remedial solutions
- Processed requests for service from internal and external customers
- Reacted calmly during times of highly stressed or emergency situations
Computer Operator
Watson Crane Pty Ltd
01.1989 - 06.1989
- System maintenance of Prime850 Mainframe System
- Communicating via linked branches across85 state branches
- Co-ordinating reports
- Data entry
- Operating office equipment; fax, photocopier, telex
- Magnetic tape back-ups and restores
Clerk/Courier
Société Generale Australia
03.1987 - 04.1988
- Delivery and pick-up of client’s cheques
- Daily banking and disk pack changeover in banks
- General office duties
Education
ITIL4 Foundation Certificate - IT Service Management
01.2019
Hewlett Packard Unix SYS Basics2 - undefined
Hewlett Packard Australia
02.1999
Digital UNIX V4 Utilities & Commands - undefined
Global Knowledge Network
03.1998
Leading the Work Group - undefined
Australian Institute of Management
02.1998
Autosys Operators Training - undefined
Platinum Technology
05.1997
Introduction to UNIX - undefined
Global Knowledge Network
01.1996
Diploma in Computer Operations - undefined
Computer Power Training Institute
01.1988
High School Certificate - undefined
Drummoyne High School
01.1986
Skills
- Exceptional planning and organizational skills Ability to identify business applications, trouble shoot and resolve problems in a timely manner Dedicated, self-starter and flexible with excellent communication skills
- Incident management
- ITIL4 Foundation Certificate in IT Service Management
- Customer Service Experience, Computer Systems Development and Advanced Computer Literacy in Microsoft Office2003/2010
- IPad Student/Staff configuration and Training
- Profound knowledge of Windows OS – XP/7/10 Extensive knowledge of MS Office2007/2010 Office365
- Network troubleshooting
- Remote technical support
- Working Knowledge of OH&S, EEO & EAPS
- Administration Skills in Microsoft Server2000/2008 Small Business Edition
- In-depth knowledge of Windows Active Directory and Exchange
- Custom SOE Builds for Windows10 and Windows7 for deployment on desktops, Laptops, MacBooks, Mobiles, IOS Administration Casper, Android Devices, and iPad devices
Timeline
Aware Super - Service Desk Analyst
NRI (Nomura Research Institute)
10.2024 - Current
IS Support Officer
Etex
08.2024 - 10.2024
IT Support Field Officer
Unisson Disability
05.2023 - 08.2024
ICT Support Officer
Brigidine College
01.2021 - 05.2023
ICT Field Technician
Disability Services Australia
11.2018 - 11.2020
ICT Desktop Support Analyst
Santa Sabina College
11.2006 - 10.2018
Computer Technician - Contract Role
IMI Solutions
08.2006 - 10.2006
PC Desktop Support Administrator
Australian Bakels Pty Ltd
10.2000 - 01.2006
Network Operator
IBM SOCOG Olympic Technology
07.2000 - 10.2000
Computer Operations Team Leader
Kaz Computer Services
03.1999 - 03.2000
Computer Operations Team Leader
Franklins Limited
01.1990 - 03.1999
Owner / Manager
Scorpion Home Videos
07.1989 - 12.1989
Computer Operator
AAP Information Services
07.1989 - 10.1989
Computer Operator
Watson Crane Pty Ltd
01.1989 - 06.1989
Clerk/Courier
Société Generale Australia
03.1987 - 04.1988
Hewlett Packard Unix SYS Basics2 - undefined
Hewlett Packard Australia
Digital UNIX V4 Utilities & Commands - undefined
Global Knowledge Network
Leading the Work Group - undefined
Australian Institute of Management
Autosys Operators Training - undefined
Platinum Technology
Introduction to UNIX - undefined
Global Knowledge Network
Diploma in Computer Operations - undefined
Computer Power Training Institute
High School Certificate - undefined
Drummoyne High School
ITIL4 Foundation Certificate - IT Service Management
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