JACKSON DURANT
Adelaide,SA
Summary
Dynamic IT professional with five years of experience in a Managed Service Provider environment, adept at delivering exceptional support to a diverse clientele. Proven expertise includes handling helpdesk inquiries and providing onsite technical assistance, ensuring seamless operations and client satisfaction. Committed to continuous learning and skill enhancement, with a strong desire to contribute effectively within the Information Technology industry. Eager to leverage technical knowledge and problem-solving abilities to drive success in future roles.
Overview
9
9
years of professional experience
Work History
Information Technology Specialist
Silverchain Group
11.2022 - Current
- Implemented IT support strategies to enhance system performance and user satisfaction.
- Developed training materials for staff on software updates and system usage best practices.
- Analyzed system performance metrics to identify areas for improvement and optimization initiatives.
- Diagnosed and resolved hardware and software issues.
- Managed and updated assets in the relevant systems.
- Provided technical support to staff, streamlining issue resolution processes for increased productivity.
Service Desk Consultant
InterIntra MSP
08.2020 - 11.2022
- Conducted regular training sessions on best practices for using IT tools and systems among staff members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
Delivery Driver
Dominos
12.2019 - 08.2020
- Delivered pizzas and other menu items efficiently to ensure timely customer satisfaction.
- Maintained accurate order records and processed payments using point-of-sale systems.
- Assisted in training new drivers on delivery routes and operational procedures.
- Coordinated with kitchen staff to optimize food preparation times during peak hours.
- Developed strong customer relationships through friendly service and effective communication.
- Monitored driver performance, providing constructive feedback for continuous improvement.
Party Concierge/Instructor
Pumpt Indoor Skatepark
12.2018 - 12.2019
- Delivered exceptional customer service, ensuring a welcoming atmosphere for guests.
- Coordinated event logistics, facilitating smooth operations for various skatepark activities.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Kitchen Hand
The Mild End Hotel
03.2017 - 12.2018
- Serving food to tables
- Doing dishes and general cleaning
- Serving Drinks (non alcoholic)
Education
Certification IV - Information Technology (ICT40120)
Integrity Business College
Adelaide08.2022
Completed Year 12 - undefined
Henley High School
Henley Beach01.2019
Skills
- Technical support across various platforms
- Responding to calls and logging hours
- Onsite task completion
- Efficient ticket handling
- Engaging with senior leadership
- Third-party partnership management
- Active Directory
- Office 365
- Google Suite
- After Hours Oncall Support 24/7
- Azure AD
- VOIP Systems (3cx)
- VPN
- Printers
- Unifi Networks
- Cable Patching
- Service Now
- Asset Management
- Phone and Tablet enrolment and setup
- Airwatch
- Okta MFA
- Genesys Phone System
- Work with relevant companies to get laptops and phones repaired
Timeline
Information Technology Specialist
Silverchain Group
11.2022 - Current
Service Desk Consultant
InterIntra MSP
08.2020 - 11.2022
Delivery Driver
Dominos
12.2019 - 08.2020
Party Concierge/Instructor
Pumpt Indoor Skatepark
12.2018 - 12.2019
Kitchen Hand
The Mild End Hotel
03.2017 - 12.2018
Completed Year 12 - undefined
Henley High School
Certification IV - Information Technology (ICT40120)
Integrity Business College