1. Could you introduce yourself and tell us about you? Your current/recent jobs and employers? Previous companies and jobs?
He most recently worked as a Senior Application Support Analyst, where he handled Level 2 and 3 support for applications primarily used by Australian schools for enrollment, staff management, student management, and overall school administration. His role involved resolving escalated tickets, especially those related to application issues, and he worked with Salesforce for ITSM processes and JIRA for tracking issues.
He had been with the company since 2018 but decided to leave in August due to a significant decrease in ticket volume—from handling around 20 tickets per day in the early years to sometimes receiving only one or none in a day.
Prior to that, he worked as a Service Desk Analyst for two years, providing Level 1 and Level 2 incident support via phone, chat, and email using ServiceNow. He is very familiar with ServiceNow, though he may need a short refresher to get fully up to speed. He is confident in his ability to relay technical information effectively, even to those unfamiliar with the systems.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
His strongest skills are communication and technical expertise. He has extensive experience in handling technical issues, particularly in application support, IT service management, and troubleshooting. His ability to communicate complex technical information in a clear and concise manner allows him to effectively assist both technical and non-technical users.
Having worked in Level 2 and 3 support roles, he is adept at analyzing, diagnosing, and resolving escalated issues, particularly in application support and ITSM processes. His background includes working with platforms such as Salesforce, JIRA, and ServiceNow, making him highly capable of handling service requests, incident management, and technical escalations. Additionally, his experience in working across different teams and departments enhances his ability to collaborate and ensure smooth issue resolution.
3. Do you have XXXX (Key Criteria 1)? If so can you tell me more?
He holds a certification, which he obtained last year. The most recent one is ITIL V4 Foundation, which demonstrates his knowledge of IT service management best practices.
In his previous role, he worked with Secure ID, particularly when handling RSA tokens for an insurance company in the UK. His responsibilities included managing secure access, troubleshooting token-related issues, and ensuring VPN and application security. He was responsible for logging into the RSA Security Console to resolve authentication issues and provide support for users who encountered difficulties with their tokens.
During his tenure, cloud technology was not yet widely implemented, so he primarily focused on on-premises security solutions. However, he has since gained exposure to cloud-based environments and is continuously expanding his expertise in this area.
