Tinashe Paul Songore
Auchenflower,Australia
Summary
Dedicated member of the Networking Infrastructure team with a bachelor's degree in information and technology. Professionally, am a highly motivated individual who has exhibited abilities in customer service, time management, and trend tracking. Troubleshooting IT system issues and developing successful solutions are two of my strong suits. Excellent communicator, both verbally and in writing, with a track record of building great connections and surpassing objectives. To fulfil tough design requirements and timeline targets, work well in high-pressure circumstances. Motivated to learn new systems on a regular basis. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
ICT Client Services Officer
Crime and Corruption Commission QLD (CCC)
2021.12 - Current
- Ability to use ServiceNow and ITIL Service Management
- Managed the Microsoft Azure portal and worked effectively in a Team
- Developed and implemented Routers and Switches configurations and firewalls
- Ability to provide high-quality ICT support to clients, with a focus on workload management and task prioritization
- Also using new methodologies and implementing strategies
- Ability to recognize and resolve ICT-related issues within the parameters of Service Level Agreements
- Ability to maintain and install monitors recording in service now and resolving problems
- Ability to participate in productive working relationships with suppliers, other business units, and management to improve the efficient administration of the data centre environment.
- Streamlined client onboarding processes for improved efficiency and faster turnaround times.
- Supported printing projects with advanced skills in document management, customer relations and reporting.
- Lead a project in Surface Pro rollouts and HP laptops within the organisation. Also did a Ricoh printing system upgrade.
- Authored security incident reports, highlighting breaches, vulnerabilities and remedial measures.
- Investigated and resolved incidents of unauthorized access to sensitive information.
- Managed relationships with external vendors, ensuring they adhered to strict security requirements when dealing with sensitive company data.
- Strong knowledge in ITIL using its framework systems.
Information Support Officer (Secondment) 3 Months
Office of the Public Guardian
2022.08 - 2022.10
- Ability to maintain and install monitors recording in service now and resolving problems
- Ability to participate in productive working relationships with suppliers, other business units, and management to improve the efficient administration of the data centre environment.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Internship (Network Engineer)/ ICT Support Officer
Crime and Corruption Commission QLD
2022.01 - 2022.05
- Was involved in working with Server 2012 managed the configurations
- Experience in the management, configuration, monitoring, and execution of ICT environments.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Protected forensic value of data and established monitoring and incident reporting and response procedures.
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
- Boosted system availability by conducting regular maintenance tasks, including firmware updates and hardware replacements.
- Troubleshot complex multi-vendor network service provider issues.
- Analyzed, troubleshot and enhanced network performance to drive efficiency.
- Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
- Managed vendor relationships to negotiate contracts, procure equipment, and receive timely technical support when needed.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
Disability Support Worker
Endeavour
2020.01 - 2022.01
- Addressed crisis situations with one-on-one support and worked with complex behaviours
- Helping family members understand and deal with patient conditions, using counselling and support groups to improve individual support structures
- Kept clients on-track with treatment and care plans, continuously monitoring, and evaluating successes
- Troubleshooted problems and developed successful solutions
- Managed efficient and successful transitions from care facilities to step-down environments and at-home care
- Maintained full compliance with legal, health, and safety regulations
- Stayed busy during slow work periods, frequently handling preparation of the daily activities and assisted with the IT systems of my company like installation of new equipment and troubleshooting any IT
Coles Service and IT Assistant
Coles
2018.01 - 2020.01
- Offered best-in-class customer service with open, accurate, and professional communication
- Prevented hazards to equipment and individuals by consistently following safety policies and procedures
- Kept optimal performance levels by completing routine preventive maintenance work in line with manufacturer standards
- Troubleshooted, serviced, and repaired different models of cleaning equipment systems
- Helped customers make informed service decisions by recommending and implementing service strategies
- Responded to service calls and communicate with dispatch to exchange information
- Completed regular deep cleans, including stripping floors, cleaning under furniture, and washing window treatments
- Protected customers from germs and infectious diseases with expert cleaning and sanitizing
- Protected confidential information by following strict protocols for documents and other sensitive materials.
Education
Professional Year - Professional Year
PERFOMANCE EDUCATION CENTRE
11.2022
Bachelor of Information and Technology (Cyber Security) - Information Technology
Central Queensland University
12.2021
Diploma in Information and Technology (networking) - Information Technology Networking
TAFE GOLD COAST
12.2019
Cert 3 in information and Technology - Information And Technology Digital Media Cert 3
TAFE BRISBANE (South Bank)
12.2018
Skills
- Ability to use Microsoft Offices from Office XP to Office 365 including using Teams for communication. In my current job we use 365 and this has given me a vast exposure experience.
- Procedure Documentation
- Ability to work remotely and troubleshoot problems at first hand. Also increasing my skills with studying certificates like CISCO, Microsoft Azure.
- Excellent customer service and good communication skills
- Contributed to the knowledge base by writing documentation or updating records of known faults and their solutions for example in Service now.
- Communicated with customers and colleagues to provide status updates and feedback this could be via remote access, Teams or through the phone.
- Providing information to help solve a problem. Even to work under pressure in a work environment.
- A full understanding of Surface Pro Microsoft. In my current role lead a project on rollouts of laptops with surface pro's.
- Implemented Active Directory for single-sign-on access to the Office 365 environment for users.
- Managed the Ricoh system for users to print.
- Managed Microsoft Active Directory Windows 2008 R2 Server.
- Computer Skills
- Security assurance
References
UPON REQUEST
Timeline
Information Support Officer (Secondment) 3 Months
Office of the Public Guardian
2022.08 - 2022.10
Internship (Network Engineer)/ ICT Support Officer
Crime and Corruption Commission QLD
2022.01 - 2022.05
ICT Client Services Officer
Crime and Corruption Commission QLD (CCC)
2021.12 - Current
Disability Support Worker
Endeavour
2020.01 - 2022.01
Coles Service and IT Assistant
Coles
2018.01 - 2020.01
Professional Year - Professional Year
PERFOMANCE EDUCATION CENTRE
Bachelor of Information and Technology (Cyber Security) - Information Technology
Central Queensland University
Diploma in Information and Technology (networking) - Information Technology Networking
TAFE GOLD COAST
Cert 3 in information and Technology - Information And Technology Digital Media Cert 3
TAFE BRISBANE (South Bank)
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