Oliver Dalugodage

34, Percy Street, Marayong, NSW 2148

Email: oliver.infotech@gmail.com | Phone: 0410 977 279
LinkedIn Profile: www.linkedin.com/in/oliverdalugodage

PROFILE

 CISSP and SSCP qualified IT Analyst with strong experience in banking, incident management, security
governance, continual service improvement and reporting. Holistic knowledge in modern risk and
security landscape
Degrees: MIT in Networking & System Administration, Charles Sturt
University (2015)
BSc(Hons) in Computer Science, Coventry University (2013)
Certifications CISSP, ISC2 (2020)
SSCP, ISC2 (2020)
Technologies: Windows 7/8/ 10, Office 365, cloud security, Cisco, Splunk Enterprise
Security, Crowdstrike, Tenable, Mimecast, and security
frameworks:ISO27001, NIST, PCI-DSS, ASD Essential 8
Industries: Banking, Legal, Hospitality

WORK HISTORY

Desktop Engineer, eHealth NSW, Liverpool (Apr 2020 – Jun 2020)

 Efficiently engaged in the project of delivery of State-Wide migration of South Western Sydney
workstation fleet from the local Active Directory to eHealth Active Directory and from Windows 7 to
Windows 10 (6000 computers) to enable NSW health staff can access any computer in any NSW
hospital.
 Audited 1200 devices and document to make sure that the application used are authorized and comply
with security policy of the business.
 Incidents, events and user queries from business were investigated and reported to the resolver group
with documentation.
 Efficiently contributed to the enhancement of customer experience by proactive engagement, analysis
and collaboration with business and team.

Key achievements:
 Actively negotiated, and plan with the hospital ward management to identify challenges arise with the
unavailability of systems during migration during the Covid-19 pandemic and successfully suggested
and agreed upon migration strategy with minimal impact to staff and patients.
 Improved the technical process by replacing individual device drive update by SCCM package
deployment via network.

Service Center Analyst, The Star Entertainment Group, Pyrmont (Aug 2018 – Mar 2020)
(Stand down in March and redundancy in August)
 Effectively monitoring the corporate IT environment with tools to detect, verify and action in timely
manner
 Consulted the staff on security issues they are facing with, assessed and helped develop business
solutions to mitigate security risks to improve the job productivity.
 Proficiently used Splunk to log analysis and respond to incidents in collaboration with Cyber security
Team
 Proactively identified issue frequencies, areas and potential risks and implement fixes that reduced the
number of calls by 20% and call waiting time from 45 mins to 10 mins.
 Exercise due diligence to make sure that the staff follow the set security standards to deliver the best
possible customer service.
 Assisted the new initiatives to make sure new technology and strategy enhance information security
standard.
 Communicated the migration & security strategy across the organization and stakeholders to improve
awareness.
 Classify incidents and coordinated with the resolver groups, vendors and customers to increase
customer satisfaction and improve operational efficiency.
 Regularly tested 3rd party applications to detect bugs, followed by analysis and testing with vendors to
find patches to mitigate risks.

Key achievements:

 Highest number of resolved tickets per month – for 16 months streak (800).
 Assisted to efficiently implement KPI with best practises that resulted higher rate of issue resolution.
 Highest number of internal positive customer feedback and recommendation for effective issue
resolution.
 Nominated for the Quarterly Star Awards – July 2019 for best customer service.
 Winner for 2018's End of Year Challenge for reducing pending tickets to 20%.

Mobility Desktop Engineer, AusGrid, Sydney (Dec 2017 – Mar 2018)

 Provided efficient technical support for the business transformation project; from the legacy system
to office 365 cloud architecture. Visited and oversaw the support tasks at multiple sites in and out of
Sydney.
 Educated users on the project roadmap and trained them on how to use the latest features and
benefits of the new cloud system.
 Effectively maintain coordination with Information Technology department, internal staff, suppliers,
security vendors, and service providers to enforce and maintain security controls of the systems.
 Test the mobile devises of users, troubleshoot, configure and verify that the users are able to access
business information in the cloud system.
 Face to face, over the phone, and technical support by traveling to remote login across the business.
Key achievements:
 Assisted the business by interviewing users to identify their opinion/reaction in regards to the
technology and business process transformation; record and report the issues with recommendations
 that can be implemented in the future projects.

Nations Trust Bank PLC (Sep 2011 to Jul 2013)

Senior Banking Assistant
IT Department - Technical Writer

 Worked hands on with the Software development team and business owners to analyze and find out
areas of Improvement in the internal business departments to develop new systems increase efficiency
and productivity
 Discussed with the management and internal auditors to set standards in the technical writing and
 implemented process improvement.
 Engaged with non technical users to capture their business requirements and interpreted them in
technical language to the system developers that saves times and increase customer satisfaction
 Prepared Software Requirement Specifications, technical documentation, database documentation,
User manuals, SRS sign-offs, UAT Sign-offs.

Key achievements:
 Be a member of the team that developed a core banking application for the finance department that
won the Silver Medal at the National Best Quality Software Awards in 2012.
 Prepared technical documentation holding meetings with different stakeholders and worked closely
with the internal audit department that helped Software Development team achieve high audit rating
for the regulatory compliance in the 2012.
 Be a member of the Team IT that won Nations Master Minds 2012.

Nations Trust Bank PLC (May 2009 to Sep 2011)

Banking Assistant
Central Clearing Department – Inward and Outward Clearing Assistant

 Slashed the cheque processing time by 20% by accurately processing the branches assigned to me and
then helped other staff members by taking over their branches in the system before the cutoff time.
 Efficiently handled inward and outward cheque clearing processes of the Central Clearing Department
as per the Central Bank rules and regulations to enforce compliance.

Key achievements:
 Achieve higher grades for my performance and promoted to the IT department.

Nations Trust Bank PLC (May 2008 to Apr 2009)

Trainee Banking Assistant
Branch Banking – Bancassurance Advisor

 Effectively selected the customers to sell the banking products; Insurance, savings, fixed deposits,
Products.
 Conducted marketing campaigns both in city centers, companies, and door-to-door that help to
expand brand and the branch to cover its target portfolio.
 Maintain a great relationship with customers that made them introduce new customers and buy new
products.
Key achievements:
 Organized and headed cluster meetings to figure out best leads generation and selling strategies to
achieve targets.
 Won the award for the highest active policy ratio and lowest laps ratio in year 2008 - 09.
 Highest number (14) of insurance policies sold in a year to both internal and external customers. As a
result I was made permanent and promoted to Operational team (Central Clearing Department).

CAREER HISTORY

Company Position Dates

Henry Davis York Technology Support Analyst (Contract) Sep 2017 – Dec 2017
KinCare Homecare Service Help Desk Support Analyst (Contract) Mar 2017 – Sep 2017
Curwoods Lawyers Service Desk Assistance (Contract) Sep 2016 – Mar 2017
OZTech IT Technician (Permanent) Oct 2013 – Sep 2016