Nathan Lumb

Experience

• 

  Boskalis Australia Pty Ltd

  Mar 2008 - Apr 2015

  • ICT Service desk support. Providing first level (and at times, second level) support to all offices within the oceanic region of the company (Australia / NZ primarily). All calls arelogged, monitored and actioned in TOPdesk - our ICT call logging system • ICT Administration such as maintaining inventory registers (hardware / software) and databases.• SharePoint 2010 Administrator for multiple sites.• Website administrator for company’s Australian subsite.• Infrastructure and Network support which included installation, relocation or, demobilisation of our project offices when required.• Other ICT related activities such as monitoring and maintaining systems (backups, networks); developing policies and procedures; providing training to staff on different applications when required.• Managing all of the telecommunications for the company for all Australian offices as well as project owned apartments or houses. Telecommunications include:o Mobile phone (voice) / modem (data) contractso Land line and internet connectionso Foxtel connections Show less • Preparing and lodgement of 457 work visas’ for international staff coming to Australia.• Data entry for the accounts department in ERP Lite System• Backup reception and general office duties such as copying, filing and running errands if and when required.• Managing all of the telecommunications (including mobile phones, modems, land lines etc) within the company which involved ordering, setup, allocation and maintenance of the equipment / contracts.• Assisting a fellow work colleague with IT related matters (basic support).• Fire warden Show less

  • ICT Administrator

    Jan 2010 - Apr 2015

  • Administration Assistant

    Mar 2008 - Dec 2009
• 

  Comcare

  Apr 2015 - Apr 2016

  Primary Support Officer - Technology

  * Part of the National Service Desk Team for the company of ~750 employees.Tasks include:- Providing first level technical support via phone, email & walk ups.- Being the main site contact for Sydney and Newcastle to further assist with IT infrastructure / networking matters- Contributing to a knowledge base of support articles for use by other members of the IT team

• 

  Allianz Australia

  May 2016 - Apr 2019

  Leading a team of approximately 10 people, servicing and supporting internal business users through first level technical support. Senior member of the IT Service Desk team providing technical support to internal users at Allianz whilst also assisting the team lead with mentoring and managerial tasks for the team Forming part of the IT service desk team of about 12. Supporting approximately 4,500 internal employees across the country via phone, email and self service (our portal)

  • IT Service Desk Team Lead

    Dec 2017 - Apr 2019

  • Senior IT Service Desk Analyst

    Nov 2016 - Dec 2017

  • IT Service Desk Analyst

    May 2016 - Nov 2016
• 

  Allianz Technology

  May 2019 - Jan 2021

  IT Service Desk Team Lead

  Lead a level 1 Service Desk team of ~15-18 staff members. Some of the main dutiescomprised of: Rostering / Delegation – ensuring adequate coverage of staff was met overthe course of an entire day/week and delegate duties where appropriate. Coaching and development – helping team members to achieve their goals. Process Improvement – Identify best practice and document accordingly. Reporting and Analysing on trends – provide weekly/monthly reports. Technical Support – Provide senior support and respond to escalations. Show less

• 

  Randstad Australia

  Jan 2021 - Apr 2022

  IT Help Desk Team Leader

  Lead a team of 6 Help Desk analysts spanning across different locations in theAPAC region including Australia, New Zealand, Malaysia and Singapore. Main duties included: Rostering / Delegation – ensuring the help desk was resourced between6am-9pm AEDT, Monday-Friday and with 24/7 on call. Coaching and development – supporting team members with their everydayneeds and career path. Reporting and Analysis - Provide weekly/monthly reports of Help Desk performance and review trends for problem management. Process Improvement – Identify areas of immaturity and work onstreamlining and improvement. Documentation/Knowledgebase – Building knowledgebase articles /troubleshooting guides to benefit the team and the business. Handle escalations / customer complaints. Hardware asset management - Procure, manage and supportWindows/ChromeOS devices and peripherals in the fleet. Incident/Problem management – End to end support and communication ofthe major incident process for P1/P2 incidents. Project support – Being a key stakeholder in both local and global projects.Assist in ensuring a smooth transition from projects into BAU. Office Setup/Pack down – Assist in setting up new offices /decommissioning old offices. Show less

• 

  BaptistCare NSW & ACT

  Jun 2022 - now

  IT Services Team Lead

  Currently managing a national Level 1/2 IT Services team of 12 spanning across NSW, ACT and WA.The team provide IT incident support and service request fulfillment for just under 7,000 employees.Management of the team ensures we have adequate support coverage for phone calls and ticket resolution, whilst also planning monthly site visits for our 24x7 sites and other sites as required.Other main duties I am currently fulfilling or involved in:* Stakeholder Management - both internal (which includes senior managers) and external vendors/partners* On Call Escalation - responding to incidents and calls out of hours* IT Change Manager - facilitating the CAB meetings and processes* Asset Management and Forecasting (including providing input into budget conversations)* Knowledge Management * Merger and Acquisition Projects and Activities* Office Setups, Refreshes and Decomissioning Show less