Hi, I’m
Luke Sherman
PALMERSTON NORTH,Manawatu
Summary
With over seven years' experience in IT across both the public and private sectors, I bring a strong work ethic, a can-do attitude, and a genuine passion for using technology to help others. Most recently, I have worked with Nodero onsite at Toyota New Zealand, providing hands-on support in a fast-paced enterprise environment. I thrive in roles where I can go the extra mile-problem-solving through to resolution, identifying opportunities for improvement, and supporting colleagues across teams. I am particularly motivated by opportunities to develop my leadership capability, contribute to an organisation making a positive difference, and assist others as they grow and transition into their roles. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
8
years of professional experience
Work History
Nodero/Toyota New Zealand
IT Service Desk Analyst
07.2025 - Current
Job overview
- Provides first-line and second-line technical support for Toyota New Zealand staff & dealerships, ensuring business technology systems run smoothly, securely, and with minimal disruption.
- You act as a key point of contact between end users, internal Business Technology teams, and external vendors, translating technical issues into practical solutions.
- End-user support: Diagnose and resolve day-to-day IT issues across devices, applications, and Microsoft 365 services, providing clear guidance to staff.
- Incident & request management: Log, triage, and manage service requests and incidents, ensuring timely resolution and appropriate escalation when required.
- Access & identity management: Support user onboarding and offboarding, manage system access, and assist with authentication and account-related queries in line with business processes.
- Business Technology support: Assist with Toyota NZ business systems and tools, working closely with the wider Business Technology team to maintain service reliability.
- Customer-focused communication: Communicate clearly and professionally with staff, keeping them informed during incidents, outages, or changes.
Waka Kotahi NZ Transport Agency
Onsite Technology Support Specialist
01.2022 - 07.2025
Job overview
- OnSite Technology Support is an escalation point for our service desk and a first point of contact for our office staff who need urgent assistance in a timely manner.
- The onsite specialist provides basic and technical troubleshooting and diagnostic steps to the fault that's occurring, this can be from software & hardware of a wide range of items.
- This is done in person with the users on their device using a standard access login and when required a higher level of login access to troubleshoot or diagnose.
- An escalation would come through to the Onsite specialist via MS Teams private message, group chat or a direct call and needing an immediate response from the Technology Support Service Desk.
- With the appropriate information I'd reach out to the user or go to the user and assist with the fault with urgency.
- Good listening skills, advanced analytical thinking, strong questioning abilities, and a broad knowledge of system integrations are essential in order for sound judgement to be applied.
- Having acceptable timeframes for resolution, and available workarounds, are key.
- It's important to know the possible impact to the user or the organization of what may happen when a fault could lead to something more serious.
- OnSite Technology Support has provided me great communication skills and build relationships with other workgroups such as Contact Centre, Transport services, Cooperate property, Business Support and more.
- The role has also help provide guidance, support and confidence to any information I didn't which I can implement into the future.
- Also working as a team to see any trends of issues that may come up across the offices and go through the correct troubleshooting and escalation process as they come up to ensure the fault doesn't widespread and impact some/all users with clear note taking, photos and error messages.
NZ Police
ICT Service Desk Analyst
10.2019 - 12.2021
Job overview
- The Service Desk is the first point of contact for all staff, including frontline staff and Vendors that support NZ Police.
- Initially the analyst provides troubleshooting and diagnostic services via appropriate questioning or remoting into a device in order to assess the fault.
- Escalation to a next level support service to further troubleshoot is raised via a Service ticket if resolution cannot be achieved.
- Good listening skills, advanced analytical thinking, strong questioning abilities, and a broad knowledge of system integrations are essential in order for sound judgement to be applied.
- Knowledge of escalation processes, acceptable timeframes for resolution, and available workarounds, are key.
- It is vital to understand any potential implications a technology failure may have to the safety of frontline staff, where higher risk is present, and communicate this with urgency via authorized channels.
- Service Desk Analysts provide guidance and support wherever needed and work together as a team to ensure any trending issues are escalated as soon as the situation comes to light.
- It is essential to make clear, concise notes, and take appropriate screen shots to add to the Support Ticket to build understanding of solutions tried for anyone looking at the job in future or as part of the escalation process.
NZ Police
Communication Support Coordinator
01.2019 - 12.2019
Job overview
- I was part of the initial CRL Triage Team for the advertising campaign and launch of the 105-phone number.
- My role was answering incoming calls and assisting the caller appropriately which meant offering reassurance their issue would be dealt with, empathy to their situation and exercising judgement on the correct actions to take to ensure their call was managed efficiently.
- The role was high stress as callers to the number were often in a distressed and highly emotive state.
- In order to obtain information for frontline staff, the ability to communicate calmly and effectively, to listen to and asking relevant questions of the caller, as well as understanding the appropriate escalation paths were essential in order to reassure the caller action was being taken and the timeframes, they could expect certain things to happen within.
NZ Police
Customer Service Advisor
01.2018 - 12.2019
Job overview
- I was employed as a member of a newly created initiative designed to provide an online and accessible service to the public for reporting non- emergency property damage and/or lost property.
- Attention to detail was required in order to transfer and input data to ensure accurate information was linked into the Case Management Database.
- Engagement with the public via email or telephone was required to obtain further information for logging the appropriate details within the database system.
- As the team matured and the role developed processes were refined requiring ongoing learning and adaptation of skills in order to support the successful evolution and development of Online Reporting.
- As this was a new initiative the team were required to support one another with coaching and skill transfer after the initial training period.
- Due to the function being newly created the role was constantly evolving in the initial months.
- This meant the job description was altered and adapted as necessary and the responsibilities for the team were shifting targets.
- This required an open mind and a flexible can-do working attitude with no two days being the same.
Education
NEW PLYMOUTH BOYS HIGH SCHOOL
NCEA Level 1&2
Skills
- Fast learner
- Good attention to detail
- Listening and questioning
- Good retention of technical knowledge
- Ability to coach and guide others
- Ability to recognise gaps
- Willingness to take on new tasks
- Excellent customer service skills
- Ability to work independently
- Ability to work in a team environment
- Respect for diverse experiences and cultures
- Understanding of team communication
- Works well under pressure
- Maintaining confidentiality
- Good analytical skills
- Problem-solving ability
- Ability to multitask
- Incident management
- Security awareness
- System monitoring
- Hardware support
- Remote support
- Application support
- Network troubleshooting
- Operating systems
- Escalation management
- Call recordkeeping
- Videoconferencing
- Network diagnostics
- Service support
- Desktop support
- Hardware diagnostics
- Fast learner
- User credential management
- Decision-making
- Access issue resolution
- System administration
- Antivirus software
- Technical issues analysis
- Windows 10
- Ticket management
- User guidance
- Performance testing
- Data entry
- Customer service
- LAN/WAN
- Software installation
- Technical support
- User support
- Product troubleshooting
- Hardware upgrades
- Incident tracking
- Ticket support system management
- Hardware and peripherals
- Issue escalation
- Account updating
- System diagnostics
- Support case resolution
- Hardware troubleshooting
- Active listening
- MS office proficiency
- Product knowledge
Timeline
IT Service Desk Analyst
Nodero/Toyota New Zealand
07.2025 - Current
Onsite Technology Support Specialist
Waka Kotahi NZ Transport Agency
01.2022 - 07.2025
ICT Service Desk Analyst
NZ Police
10.2019 - 12.2021
Communication Support Coordinator
NZ Police
01.2019 - 12.2019
Customer Service Advisor
NZ Police
01.2018 - 12.2019
NEW PLYMOUTH BOYS HIGH SCHOOL
NCEA Level 1&2