Aidan K.

IT Service Manager Australian Council for Educational Research As IT Service Manager at ACER, I lead and develop our IT support services to ensure staff have a reliable, secure, and positive experience. My focus is on delivering efficient operations that align with ITIL best practices and organisational goals. 🌟 Key Contributions: I oversee daily IT support operations, meeting SLAs and maintaining high customer satisfaction. I guide our team to work collaboratively, share knowledge, and build skills. I review workflows and processes, implementing improvements to boost efficiency and reduce risk. I work closely with staff and partners to deliver practical IT solutions that support ACER’s needs. 🚀 Objectives: My goal is to maintain strong first-contact resolution rates and dependable service levels. I encourage continuous learning, keeping our team up to date with technology trends. I help plan service improvements that align with ACER’s growth. 🔑 Skills & Focus Areas: Team leadership and mentoring Problem-solving and communication ITIL-based service delivery Process improvement and project delivery Stakeholder management Ongoing learning and innovation Key Projects & Systems: Zendesk ITIL service management AssetSonar for asset and PO management ATP & Microsoft Defender Automox patching Microsoft Teams Calling, Yealink systems Dashlane, CentrePAL, AvePoint, MAM, Moodle, Zoom Knowledge base development ISO27001-compliant onboarding/offboarding Vendor management I’m passionate about helping people work smarter and feel supported, combining people, process, and tech to deliver real results.

As a Support Engineer at ACER, I specialize in providing 2nd and 3rd level technical expertise in the areas of IT support and application integration. My mission is to ensure seamless operations, resolve complex issues, and enhance user experiences following ITIL practices. 🌟 Key Contributions: Technical Troubleshooting: I excel at identifying and resolving software and hardware challenges Knowledge Base Development: I actively contribute to building a robust knowledge base, enabling other engineers and technical staff to access valuable insights. Testing & Innovation: As a key contributor, I participate in testing and trialing new externally available software and Hardware, ensuring its compatibility and effectiveness. 🚀 Objectives: Operational Excellence: I strive to meet and exceed response time targets while maintaining exceptional customer satisfaction. Continuous Learning: I stay abreast of industry trends and emerging technologies to enhance our service offerings. Technical Leadership: I take charge of fixes, debugging, and upgrades, continuously honing my skills to better serve our company and end users 🔑 Skills & Qualifications: Excellent communication skills Strong lateral-thinking abilities Industry-standard tech expertise Team-focused attitude During my time as a support Engineer i was involved with/took point on the following projects and systems: - Asset sonar [hardware/software asset management and Purchase order software] - ATP & Defender deployment - Avepoint - CentrePAL - Dashlane password manager - MAM - Microsoft teams calling - Zendesk ITIL project - Zoom - Moodle - Automox - Yealink systems

🖥️ Desktop Support Officer | IT Support & Troubleshooting As a Desktop Support Officer at ACER, I specialize in providing end-user technical support and ensuring seamless operations across our organization. My mission is to enhance user productivity, resolve issues promptly, and contribute to a positive IT experience. 🌟 Key Contributions: User Assistance: I excel at diagnosing and resolving hardware and software issues faced by our colleagues. Efficient Troubleshooting: I swiftly address technical challenges, minimizing downtime and maximizing efficiency. Software Deployment: I assist in deploying and maintaining desktop applications, ensuring optimal functionality. User Training: I provide guidance to users, empowering them to leverage technology effectively. Customer Satisfaction: My focus is on delivering exceptional service and exceeding user expectations. 🚀 Objectives: User-Centric Approach: I prioritize user needs, aiming for quick and effective solutions. Continuous Learning: I stay updated on emerging technologies to enhance our support capabilities. Collaboration: I work closely with cross-functional teams to improve IT processes. 🔑 Skills & Qualifications: Technical Troubleshooting Hardware & Software Support Windows & macOS Environments Active Directory Management Remote Desktop Assistance Customer Service Excellence I was involved in and sometimes taking point in projects such as: - Veeam backup - SCCM windows imaging and software deployment - Office 365 deployment - windows 10 upgrade - AWS [ Amazon workspaces]