Jere Alonso

IT Support & Service Delivery

• Provide remote and on-site IT support across New Zealand, Pacific Islands, and Australia, including support for JV alliances such as HEB Construction, Tonkin + Taylor, Beca Engineering, Fletchers, and Downer.
• Deliver field-based customer service, diagnosing technical issues and implementing effective solutions on-site.

Collaboration & Coordination

• Coordinate with Level 1 Helpdesks to identify root causes of recurring issues and recommend long-term improvements.
• Work closely with vendors (Acquire, OneNZ, RICOH) and site project managers to manage hardware rollouts and deployments.

Device Management & Lifecycle

• Maintain and manage user devices (laptops and desktops) using Group Policy, AirWatch, and Microsoft Intune.
• Oversee device lifecycle management, ensuring timely replacement of laptops and mobile devices every 3 years.

Process & Documentation

• Document IT processes and procedures using SharePoint, ensuring knowledge is shared and accessible across the team.
• Conduct regular stocktaking to maintain accurate inventory of IT assets.

Team Collaboration

• Collaborate with internal IT teams to ensure efficient and timely support, maintaining high levels of customer satisfaction.

• Served as the primary point of contact for IT support across a diverse portfolio of small to medium business clients throughout New Zealand.
• Delivered comprehensive remote and on-site support, ensuring minimal disruption to client operations.
• Monitored NOC board alerts via ConnectWise, proactively addressing system issues and performance concerns.
• Participated in quarterly server and phone system patching (3CX and Yealink), scheduled outside business hours to avoid operational downtime.
• Performed automated imaging of client-specific laptops using Datto, streamlining deployment and configuration.
• Coordinated with key vendors including Dicker Data, Ingram Micro, and Lightwire to support broadband and hardware solutions.
• Technical Exposure:

WatchGuard firewall configuration and VPN connectivity

HP iLO and Dell iDRAC backup systems

Datto monitoring, automation, and synchronization tools

Arcserve OneSystem for simplified storage management

Aruba networking infrastructure

Hyper-V server environments

• 24/7 On-call support every 5 weeks
• Trained and mentored Level 1 Helpdesk staff and fellow IT Field Engineers to enhance team capability and service delivery.
• Provided comprehensive remote and on-site infrastructure support for over 2,000 users across New Zealand and international locations.
• Led hardware deployments, including laptops, RICOH printers, and label printers (Zebra, TSC, Argox), and resolved both hardware and software issues.
• Collaborated with Level 1 Helpdesk to analyze recurring issues, identify root causes, and implement long-term solutions.
• Managed device maintenance using Group Policy and Mobile Device Management (MDM) tools.
• Coordinated with vendors such as Acquire, OneNZ, Spark, RICOH, and Wedderburn for hardware rollouts and deployments, liaising with site managers and accounts payable teams.
• Promoted user adoption of Microsoft tools including OneDrive for Business, SharePoint, and Teams, through training and support.
• Monitored Zabbix alerts to ensure server health and performance.
• Installed and maintained barcode scanners, forklift-mounted tablets, and mobile computers for warehouse and logistics operations.
• Delivered high-quality customer service during field visits, ensuring timely resolution of technical issues.
• Oversaw on-site installation, repair, maintenance, and testing of IT equipment.
• Diagnosed and resolved technical problems efficiently, minimizing downtime.
• Maintained detailed documentation of IT processes using Confluence and SharePoint.
• Conducted regular stocktaking to manage IT inventory accurately.

• Handled user account management, including account creation, password resets, and access configuration via on-premises Active Directory and Azure Active Directory (Cloud).
• Delivered real-time technical support through phone, ticketing systems, and in-person assistance, ensuring high levels of customer satisfaction.
• Diagnosed and resolved hardware and software issues both remotely and on-site to maintain business continuity.
• Mentored and supported new Helpdesk Analysts, contributing to team development and knowledge sharing.
• Maintained accurate records of software, hardware, and support activities to ensure comprehensive documentation.
• Built and configured laptops and mobile phones for new users, ensuring readiness for deployment.
• Monitored and tracked support tickets, ensuring adherence to Service Level Agreements (SLAs) and timely resolution of issues.
• Escalated Priority 1 (P1) incidents promptly to the appropriate channels, adhering strictly to escalation protocols.
• Effectively prioritized routine tasks and support tickets using strong multi-tasking and time management skills.
• Handled mobile phone provisioning for end users, ensuring devices were configured and deployed efficiently.
• Maintained consistent follow-up communication with users to ensure issue resolution and satisfaction.
• Promoted and enforced security best practices, particularly during the setup and enablement of Multi-Factor Authentication (MFA) for user accounts.

• Delivered Tier 1 and Tier 2 support for Vocus products and services via phone and email, including Fibre & Copper Broadband, Dial-up, Email, and POTS services.
• Liaised with network providers (Chorus, Enable, Ultrafast Fibre, Northern Power) to manage faults, new connections, and relocation requests.
• Diagnosed and resolved complex network and internet connectivity issues, ensuring minimal service disruption.
• Provided accurate and complete product and service information using appropriate tools and methods.
• Maintained a high level of professionalism, building strong rapport with clients and ensuring a positive customer experience.
• Took ownership of customer-reported issues, troubleshooting and resolving them through to completion.
• Logged and managed faults related to connection issues such as No DSL, Low Line Rate, Low Sync, and Speed Issues.
• Demonstrated strong understanding of fibre network architecture, including SDUs, MDUs, ROW, and aerial/underground service leads.
• Managed Zendesk tickets in alignment with KPIs, ensuring SLA compliance and timely resolution.
• Translated complex technical concepts into clear, user-friendly explanations for clients and team members.
• Performed diagnostics using internal tools such as Radius logs, Chorus Gateway, Chorus Portal, Checkmate, Wireline, and Ultrafast Fibre Portal.
• Applied advanced knowledge in troubleshooting across technologies including:
• ADSL / VDSL / Fibre
• PSTN (Telephone Network)
• VoIP and SIP configurations
• BBIP, BBCu, ASV, LLU, EUBA, SLUBA
• Web browsers (Safari, Edge, Chrome, Firefox)
• Email clients and ISP authentication systems

• Managed outbound phone-based sales for newspaper subscriptions, including the NZ Herald and regional publications such as the Bay of Plenty Times, Hawke’s Bay Today, Northern Advocate, Rotorua Daily Post, and Whanganui Chronicle.
• Engaged with prospective and existing customers to promote subscription packages, address inquiries, and close sales.
• Maintained a high standard of customer service while consistently meeting or exceeding sales targets.

• Assessed and labeled decommissioned servers acquired from a school, verifying operational status and documenting key specifications such as model numbers, RAM capacity, processor type and speed, hard disk capacity, part numbers, and optical drive types.
• Performed secure data wiping on servers with existing operating systems to prepare them for repurposing or disposal.

• Handled inbound sales and overflow calls from the customer service and retention departments, ensuring prompt and courteous service.
• Logged and managed callback entries for customer inquiries, contributing to efficient follow-up and customer satisfaction.

• Advised customers on suitable phone service plans, helping them make informed decisions based on their needs.
• Delivered comprehensive information on phone services while maintaining a strong focus on customer satisfaction.
• Efficiently managed high volumes of incoming calls, ensuring prompt and effective service.
• Guided customers through technical issues such as phone swaps and account recovery.
• Resolved billing disputes and addressed a wide range of general inquiries.
• Escalated unresolved issues to the appropriate departments for timely resolution.
• Promoted additional products and services by answering questions and offering relevant suggestions.
• Provided accurate pricing and shipping information, and processed orders and payments with precision.
• Consistently exceeded sales targets by going the extra mile to meet customer needs and close sales.
• Demonstrated strong product knowledge, including competitive price comparisons, to support customer decision-making.
• Maintained high levels of customer satisfaction through proactive problem-solving and follow-up.
• Answered calls promptly to minimize wait times and enhance the customer experience.