Ernst Ooi

Service Desk Officer at Virtual IT Group
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Contact Information
us****@****om
(386) 825-5501
Location
Sydney, New South Wales, Australia, AU
Languages
  • English Native or bilingual proficiency
  • Chinese Native or bilingual proficiency
  • Malay Professional working proficiency
Skills

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Kiptenai (Kip) Kalya

I had the pleasure of working with Ernst at Monash college and would highly recommend him as a great team player and problem solver. Ernst had an excellent ability to think rationally even in situations with limited deadlines and was always a valuable member when our teams needed to collate our information and present it to stakeholders. His positive attitude and great communication skill brought optimism to his team members.

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Credentials

  • MS-100: Microsoft 365 Identity and Services
    Microsoft
    Jan, 2023
    - Nov, 2024
  • MS-101: Microsoft 365 Mobility and Security
    Microsoft
    Jan, 2023
    - Nov, 2024
  • Microsoft Server 2019 Essentials
    CBT Nuggets
    Dec, 2022
    - Nov, 2024
  • MD-101: Managing Modern Desktop
    Microsoft
    Jun, 2022
    - Nov, 2024
  • MD-100: Windows Client
    Microsoft
    Apr, 2022
    - Nov, 2024
  • Microsoft 365 Certified: Fundamentals
    Microsoft
    Aug, 2021
    - Nov, 2024
  • Agile Business Analysis (AgileBA®) - Foundation
    APMG International
    May, 2017
    - Nov, 2024
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
    Microsoft
    Jun, 2022
    - Nov, 2024
  • Microsoft 365 Certified: Enterprise Administrator Expert
    Microsoft
    Jan, 2023
    - Nov, 2024
  • Agile Business Analysis (AgileBA®) - Practitioner
    APMG International
    May, 2017
    - Nov, 2024

Experience

  • Virtual IT Group
    • Australia
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Service Desk Officer
      • Nov 2021 - Present

      • Provide 1st & 2nd Level Technical helpdesk/service desk support to all users • Provide IT and application support to all users via ConnectWise System and Kaseya Remote Desktop • Support and maintain all technology infrastructure • Liaise 3rd party relationships with vendors, suppliers, and support contractors • Manage the implementation of new technology • Provide 1st & 2nd Level Technical helpdesk/service desk support to all users • Provide IT and application support to all users via ConnectWise System and Kaseya Remote Desktop • Support and maintain all technology infrastructure • Liaise 3rd party relationships with vendors, suppliers, and support contractors • Manage the implementation of new technology

  • Edmund Rice Education Australia
    • Australia
    • Education Administration Programs
    • 100 - 200 Employee
    • ICT Help Desk Support
      • Apr 2021 - Nov 2021

      • Administer PC imaging and mobile device enrollment (Apple devices) according to established processes and standard practices (Microsoft SCCM & JAMF Mobile Management System) • Build and develop positive working relationships with a range of staff in varied locations and with varied ICT abilities and needs • Provide ICT Support services to Windows OS Environment, Microsoft Office 365 (Outlook, Teams, Teams Calling, Excel, Word, PowerPoint, SharePoint), Active Directory (AD), Azure, ServiceNow (ITSM) and Exchange as a member of the nationally ICT Services team • Training of users to support the local educational needs at each flexible learning centre

  • Treasury Wine Estates
    • Australia
    • Beverage Manufacturing
    • 700 & Above Employee
    • IT Service Analyst
      • Jan 2019 - Nov 2019

      • Act as 1st point of contact for all technical problems, such as password resets, access requests and other issues • Build strong relationships with Level 3/Technical applications/Network teams to increase support efficiencies • End to end management of tickets across all IT disciplines ensuring issues and requests are reviewed and actioned in a timely manner • Provide support to enterprise solutions for supporting Windows 7, Windows 10 Operating Systems, and application platforms such as SAP, SCCM, Exchange, Microsoft Office 365 (Outlook, Teams, Teams Calling, Excel, Word, PowerPoint, SharePoint), ServiceNow and SharePoint • Provide support for desktop, laptop, printing, server connectivity, related utilities and associated business and IT applications, this includes imaging them via SCCM • Work with all regional teams and managers to ensure 24x7 global coverage is provided always, and that all critical incidents are correctly managed, escalated and resolved within the SLA period

  • O-I
    • United States
    • Glass, Ceramics and Concrete Manufacturing
    • 700 & Above Employee
    • Global Service Desk Analyst
      • Jul 2016 - Sep 2018

      Provide support to internal stakeholders who experience problems with applications, hardware, software and/or the network to ensure downtime is minimized. Also participate in projects, and identify opportunities for improvements. My responsibilities here includes: • Analyse current business processes/workflows, tool sets and data to identify room for improvements, then provide recommendations and raise enhancement requests. • Assisting in configuring, installing and maintaining standard desktop, laptop and server computer hardware and software required for commercial applications. • Assist in undertaking periodic assessment of LAN & WAN utilization, AD (Active Directory) User, Sharepoint and Computer Management, and Anti-Virus environment. • Ensure procedures are correctly documented for all operations and production systems to allow optimal efficiency in order to meet overall business objectives. • Participate in project based work, includes requirement gathering and working with in conjunction with IT Manager, Project Manager, Services and Senior Technical personnel. Project Involvements/Enhancements: • Generated business dashboard through Qlikview to display feasibility and viability of projects, ensuring that resources are allocated to projects of higher priorities. • Developed training materials, organized information sessions and rolled out a new security multi-factor authentication across the Asia Pacific Region. • Developed Powershell script to extract data from Database automatically within a few minutes for cross referencing purposes, cutting down time spent by employees performing task manually, increasing efficiency and data integrity for the organisation. • Revamped current Asset Management Process, eliminated obsolete processes and raised enhancement requests to ensure better efficiency.

  • Jabil
    • United States
    • Appliances, Electrical, and Electronics Manufacturing
    • 700 & Above Employee
    • Service Desk Agent
      • Jul 2012 - Oct 2014

      Provided support within an operation environment. My responsibilities here includes - Handle incoming calls from users of various levels, identifying and documenting down the issues in Google Spreadsheet for easy reference. Also cross reference current issues with the existing data for faster resolution time. - Escalate incidents as per the Service Level Agreement, data recovery procedures and educating the users on support procedures. - Resolve incident & request tickets in the service queue submitted by the users while multi tasking with supporting users via email and phone. - Provide administration and IT support within an operation environment on a global level. - Update and amend the user records in the database as per requested.

Education

  • RMIT University
    Bachelor’s Degree, Business Information Systems
    2015 - 2018
  • KDU College
    Diploma, Games Technologies
    2008 - 2010

Community

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