Tristen Galipo
Perth,Australia
Overview
3
3
years of professional experience
Work History
Information Technology Support Officer
SwanCare
09.2022 - Current
- Resolve problems associated with the configuration, installation and use of installed ICT network computer equipment, software and other infrastructure
- Manage and report incidents and requests using the IT Help Desk system using the ITIL framework
- Monitor network availability and performance, and report on problems or potential problems
- Configure, install, test and maintain network servers, storage, computers, software, printers and other peripherals as required by the organisation
- Provide systems support for AutumnCare, Chris21/Optima, EPICOR, Salesforce, Chefmax and other related software applications at the server and client level
- Provide support to network infrastructure including Cisco infrastructure
- Provide support for VoIP systems and services
- Provide initial review and response to Cybersecurity incidents
- Offer technology assistance to residents in independent living units and care centers
- Provide assistance and education/training to users on the efficient use of existing and new ICT systems
- Create and maintain user and email accounts and administers user access levels as required
- Ensure backups are performed as scheduled and assists with the development of disaster recovery procedures
- Ensure virus and security protection is up to date on all servers and workstations
- Configure Cisco network switches/infrastructure
- Implement new ICT systems
- Maintain policy and procedure documentation on standards and work instructions for the ICT environment
- Participate in and logs Continuous Improvement activities
Technical Support Officer
Telstra
12.2021 - 09.2022
- Provide remote service desk support to Telstra Platinum and broadband customers
- Provide level 1,2 and troubleshooting technical support to customers as well as engage customers with the range of desktop, mobile, IOT and applications issues
- Manage incidents and products requests
- Escalate the incidents to Technical Support Team Leader to help solve customer's complex technical issues
- Collaborate with stakeholders to deliver full end to end support
- Record the incident in ticketing system of solutions or advice provided to customers
- Adhere to key performance indicators
Education
ICT50220 - Diploma of Information Technology - Advanced Networking
NIT Australia
09.2022
IT Support Technician - Computer Security and Network Technology
Lake Washington Institute of Technology
01.2020
ICT40120 Certificate IV in Information Technology - Information Technology
International Institute of Business and Technology Australia
09.2019
Skills
- HaloITSM
- Salesforcecom
- 3CX Basic Certification
- Active Directory
- Troubleshooting
- Microsoft Azure
- Cyber Security Awareness
- Customer Service
Timeline
Information Technology Support Officer
SwanCare
09.2022 - Current
Technical Support Officer
Telstra
12.2021 - 09.2022
IT Support Technician - Computer Security and Network Technology
Lake Washington Institute of Technology
ICT40120 Certificate IV in Information Technology - Information Technology
International Institute of Business and Technology Australia
ICT50220 - Diploma of Information Technology - Advanced Networking
NIT Australia
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