Oliver Dalugodage (CISSP-P, SSCP, MIT, BSc (Hons))

Mobile:0410 977 279 | E-mail: dalugodage@gmail.com | LinkedIn: www.linkedin.com/in/oliverdalugodage

PROFILE
 CISSP and SSCP qualified IT Analyst with strong experience in incident management, security governance,
continual service improvement, project management, change control and reporting. Holistic knowledge in
modern risk and security landscape
 Skilled with Service Now, Windows 7/8/ 10, Office 365, Active Directory/Azure AD, Powershell, Java, Cisco, Splunk
Enterprise Security, Crowdstrike, Tenable, Mimecast, and Technology frameworks: ITIL, ISO27001, NIST, PCI-DSS

EXPERIENCE
eHealth NSW Mar 2020 to Jul 2020
Desktop Engineer

 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.
 Issues related to technical integration and controls were identified and recommend process improvements.
 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.

The Star Entertainment Group Aug 2018 to Mar 2020

Service Center Analyst
(Stand down in March and redundancy in August)

 Performed daily IT operational tasks to resolve customer issues and increase work force productivity across
Sydney, Melbourne, Brisbane, Singapore properties.
 Analyze the applications and business processes to provide recommendations for improvement.
 Detect the IAM, integration/compatibility issues of the applications and controls to analyze and debug with
users, technical engineers, and vendors on implementing fixes.
 Proficiently used Splunk to log analysis and respond to incidents in collaboration with Cyber security team
 Incident patters identified and engaged with process improvements that helped reduce the number
of calls by 20% and call waiting time from 45 mins to 10 mins.
 Classify incidents and coordinated with the resolver groups, vendors and customers to increase customer
Satisfaction and improve operational efficiency.
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%

AusGrid Dec 2017 to Aug 2018

Desktop Engineer

 Perform duties assigned as part of the business transformation project; from the legacy system to cloud
architecture, whilst ensuring the security of AusGrid Information Technology Infrastructure and business
information to maintain confidentiality, integrity and availability.
 Integration and IAM issues were identified and escalated to maintain the security and availability of the system

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 May 2008 to Jul 2013

Senior Banking Assistant
IT Department - Technical Writer

 Requirement capturing and analysis for new systems has been performed with non technical users and
interpreted them in technical documentation for developers.
 Acted as the communication channel between users and technical staff on the project requirements and scope.
 Discussed with the management and internal auditors to set standards in the technical writing and implement
process improved.
 Developed and delivered business requirement documents as part of the project delivery framework; 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
 Software Development team achieved high rating in the audit for the technical documentation prepared by me

EDUCATIONAL QUALIFICATIONS
Systems Security Certified Practitioner – ISC2 2020
Certified Information Systems Security Professional - ISC2 - Passed the Exam 2020
Certified Cloud Security Professional -- ISC2 – In progress 2020
Master of Information Technology - Charles Sturt University 2015
Bachelor of Science (Hons) in Computer Science - Coventry University 2013

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