- Playing Club Football
- Refereeing Club Football at local Federation Level NZF, NRF
- VR Microsoft Flight Simulator
- Outdoor Recreation
- Gardening
- Cooking
- Virtual Reality
- Volunteering
- Genealogy
- Volunteering with youth sports programs as a Coach
Owen Milburn
Auckland
Summary
Dynamic Managed Service Engineer with a proven track record at Voyager Internet, excelling in technical support and customer relations. Enhanced service quality through proactive troubleshooting and system diagnostics, achieving significant improvements in customer satisfaction. Skilled in hardware configuration and committed to delivering innovative solutions that drive operational efficiency.
Overview
13
13
years of professional experience
Work History
Managed Service Engineer
Voyager Internet
12.2019 - Current
- Systems – Support managed services for wholesale & enterprise customers including dedicated services, virtualized infrastructure, managed servers all associated components.
- Networks Operations – Provide managed networks support as required, in accordance with SLAs and participate in the on-call roster.
- Voice – Provide support for our VoIP infrastructure and products as required including MACs, call flow changes and troubleshooting
- Customer Service – Provide systems, networking and voice expertise to support to our customers, including on-site installations.
- Data Centre Maintenance – Undertake regular data centre checks to ensure the optimal operation of all hardware and proactively identify faults.
- Installed, configured and tested equipment on specialized platforms.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Boosted service quality by continually updating technical knowledge and staying current with industry trends.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Resolved customer complaints in prompt, polite and professional approach.
NOC Engineer
HD Net Limited
06.2017 - 12.2018
- Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Updated internal customers regarding open tickets and status of resolutions.
- Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
- Managed and Maintained Customer VoIP Platforms
- Provided Support for Customer VoIP platforms.
- Managed Wholesale Broadband Orders and MACs from start to fulfillment.
- Provided troubleshooting and fault resolution for Wholesale Broadband Connections.
- Systems – Support managed services for wholesale & enterprise customers including dedicated services, virtualized infrastructure, managed servers all associated components.
- Networks Operations – Provide managed networks support as required, in accordance with SLAs and participate in the on-call roster.
- Voice – Provide support for our VoIP infrastructure and products as required including MACs, call flow changes and troubleshooting.
- Customer Service – Provide systems, networking and voice expertise to support to our customers, including on-site installations.
- Data Centre Maintenance – Undertake regular data centre checks to ensure the optimal operation of all hardware and proactively identify faults.
IT Manager /System Administrator
Armstrong Smarter Security
03.2012 - 09.2017
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
- Enhanced IT infrastructure security with regular vulnerability assessments and proactive patch management.
- Improved network efficiency by implementing new server configurations and optimizing system operations.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Customized and repaired technology based on staff requests.
- Implemented robust backup strategies to safeguard critical data against loss or corruption, minimizing potential risks.
- Managed life cycle replacement of hardware and software.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Coordinated secure system access of users to various department systems and platforms.
- Implemented and maintained technology and software budget.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Managed onboarding and offboarding of employees.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Enhanced system performance by optimizing server configurations and implementing regular updates.
Education
Diploma in Information Technology Level 5 - Information Technology
Manukau Institute of Technology
Auckland, NZAcronis Cloud Tech Professional - Cyber Infrastructure
Acronis Cyber Academy
Australia07-2025
Coud Tech Associate Advanced Cyber Infrastructure - Cyber Infrastructure
Acronis Cyber Academy
Australia01-2025
Cloud Tech Associate Advanced Backup - Cyber Security
Acronis Cyber Academy
Australia01-2025
CPanel Professional (CPP) (CPPRO) - Web Hosting Platforms
CPanel University
United States01-2021
CPanel & WHM System Administrator I - Web Hosting Platforms
CPanel University
United States01-2021
Plesk Obsidian Professional - Web Hosting Platforms
Plesk University
United States01-2021
Skills
- Technical support
- Field service
- Equipment assembly
- Suggestive selling
- Preventive Maintenance
- System diagnostics
- System maintenance
- Hardware configuration
- Equipment adjustment
- Technical consulting
- Equipment monitoring
- Technical and diagnostic support
- Software installation
- Hardware testing
- Written and verbal communication
- Technical troubleshooting
- Root-cause analysis
- Diagnostics and troubleshooting
- Customer relations
Interests
Timeline
Managed Service Engineer
Voyager Internet
12.2019 - Current
NOC Engineer
HD Net Limited
06.2017 - 12.2018
IT Manager /System Administrator
Armstrong Smarter Security
03.2012 - 09.2017
Diploma in Information Technology Level 5 - Information Technology
Manukau Institute of Technology
Acronis Cloud Tech Professional - Cyber Infrastructure
Acronis Cyber Academy
Coud Tech Associate Advanced Cyber Infrastructure - Cyber Infrastructure
Acronis Cyber Academy
Cloud Tech Associate Advanced Backup - Cyber Security
Acronis Cyber Academy
CPanel Professional (CPP) (CPPRO) - Web Hosting Platforms
CPanel University
CPanel & WHM System Administrator I - Web Hosting Platforms
CPanel University
Plesk Obsidian Professional - Web Hosting Platforms
Plesk University
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