Sonam Tamang
Auchenflower
Summary
ICT professional specialising in large-scale healthcare technology deployments and infrastructure management. Proven experience in leading and delivering workstation replacement programs across multiple hospital sites, with expertise in ServiceNow, ITIL processes, and enterprise hardware deployment.
Overview
4
4
years of professional experience
Work History
Senior Deployment Technician (A04) / Workstation Replacement
eHealth Metro North DPT – Delivery Services Branch
11.2024 - 06.2025
- Deliver customer service through strong communication, collaboration, negotiation, and advice.
- Provide timely support by investigating incidents and using eHealth incident management to meet SLAs.
- Deploy and replace ICT hardware (PCs, laptops, tablets, printers) across multiple sites.
- Manage system performance through configuration and maintenance of ICT environments.
- Deliver end-user support, prioritise workloads, and resolve incidents within SLAs.
- Maintain asset integrity by following QH processes and participating in regular asset activities.
- Execute WSR activities including stock management, device run-up, deployment, and installation, following defined work processes.
- Support the Deployment Coordinator in managing team activities and scheduling WSR program tasks across supported sites.
- Assist with quoting and ICT equipment management within WSR financial administration.
- Manage access, deployments, and compliance via Active Directory (AD), SCCM, and PowerShell.
- Provide ad hoc support to Queensland Health sites both on-site and remotely.
- Mentor junior staff and promote a collaborative team environment.
- Create and maintain technical documentation, work instructions, and knowledge articles.
- Use ServiceNow and ITIL-aligned processes to manage incidents, requests, CMDB, and assets.
- Support the deployment of digital solutions integrated into clinical workflows.
- Use a wide range of enterprise systems including ieMR, DTracker, ServiceNow, CMDB, DHCP, and Microsoft Endpoint Configuration Manager.
Technology Officer (A03) / End User Computing
eHealth Metro South DPT – Delivery Services Branch
10.2023 - 11.2024
- Provided first- and second-tier IT support to Queensland Health employees, ensuring timely incident resolution and adherence to ITIL best practices.
- Prioritised and resolved incidents using ITIL-aligned processes.
- Configured devices with the Queensland Health Managed Operating Environment (MOE) via USB and PXE.
- Installed and supported enterprise printing solutions including CUPS and multifunction devices.
- Diagnosed complex IT issues to reduce downtime.
- Developed technical documentation and support materials
- Used ServiceNow for structured ticketing and workflow management.
- Provided support for enterprise applications and clinician training.
Service Desk Analyst
Sonic Healthcare
03.2023 - 06.2023
- Responded to IT issues via phone, email, and in-person.
- Logged incidents and service requests.
- Managed user accounts and access via Active Directory.
- Escalated unresolved cases and performed Level 1 troubleshooting.
- Created user guides and documentation.
IT Support Technician
Brilliant Prints
03.2021 - 12.2022
- Delivered hands-on technical support across hardware, software, and network systems, ensuring seamless operations and timely incident resolution across the organisation.
- Installed and configured computers, software, networks, printers, and peripherals.
- Provided remote and on-site support, resolving issues promptly and professionally.
- Managed user accounts and setups for onboarding and access control.
- Diagnosed hardware faults and performed repairs, replacements, and upgrades.
- Maintained LAN/WAN infrastructure, cabling, and network connectivity.
- Monitored system performance, resolved bottlenecks, and ensured long-term stability.
- Performed regular backups and supported data integrity and recovery processes.
- Assisted in testing and deploying new technologies and system improvements.
Education
Master of Technology - Enterprise Systems and Business Analytics
Bachelor of Science - Information Technology
Professional Year Program Certificate-ACAP - undefined
ieMR R4 Site Support Specialist (R4SSS) - undefined
Queensland Health
Skills
- 3 years in customer service and ICT support
- Strong attention to detail and accountability
- Fast learner; adapts quickly to new systems
- Effective multitasker and team player
- Clear communicator with problem-solving focus
- Network configuration
- Remote support
- Software installation
- Wireless networking
Accomplishments
- Complicity Finder- Excel tool to identify assets due for replacement
- Actions Tool- PowerShell tool to automate CCM policy cycles
- RDP&LA Finder- Script for AD group lookup with custom UI
Timeline
Senior Deployment Technician (A04) / Workstation Replacement
eHealth Metro North DPT – Delivery Services Branch
11.2024 - 06.2025
Technology Officer (A03) / End User Computing
eHealth Metro South DPT – Delivery Services Branch
10.2023 - 11.2024
Service Desk Analyst
Sonic Healthcare
03.2023 - 06.2023
IT Support Technician
Brilliant Prints
03.2021 - 12.2022
Bachelor of Science - Information Technology
Professional Year Program Certificate-ACAP - undefined
ieMR R4 Site Support Specialist (R4SSS) - undefined
Queensland Health
Master of Technology - Enterprise Systems and Business Analytics
Technical Skills
- Knowledgeable in ITIL processes
- Solid understanding of MOE & SOE environments
- Microsoft Office Suite
- PowerShell Scripting & Automation
- ServiceNow (CMDB) Management
- SCCM / Active Directory (AD)
Personal Skills
- Promote a healthy, positive, and team-oriented work environment
- Motivated to continually improve interpersonal and professional skills
- Skilled in streamlining collaborative and creative technical workflows
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