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Roland Fernandes

@rolandfernandes

IT Service Delivery Lead at RICARDO who led APAC support and service delivery for more than 200 staff across Australia, Asia and India.

Australia

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At RICARDO, I led regional IT service delivery across Australia, Asia and India, coordinating support for more than 200 staff across locations and time zones.

I acted as an escalation point for incidents and problems, monitored ticket trends and SLA performance, and worked with stakeholders to understand requirements and improve service quality.

I supported and led IT workstreams for acquisitions and migrations, including user onboarding, data migration, device setup and mailbox support. I also coordinated endpoint deployments, office moves and technology refreshes.

Earlier, at DXC Technologies, I delivered desktop, remote and systems support to more than 3,000 users supporting SA Ambulance and SA Health. My experience includes Microsoft 365, Exchange Online, Entra ID, Intune, ServiceNow, Marval and Jira; I hold Azure Fundamentals and ITIL 4 Foundation certifications.

Experience

Work history, roles, and key accomplishments

IT Service Delivery Lead APAC

Ricardo

Aug 2023 - Oct 2026 (3 years 2 months)

Led regional IT service delivery for more than 200 staff across Australia, Asia and India, coordinating support across locations and time zones. Acted as escalation point for incidents and problems, and monitored SLA performance.

Microsoft 365 Exchange Online Entra ID Microsoft Intune Mobile Device Management ServiceNow Jira ITIL SLA Management Vendor Management Stakeholder Management

IT Support Lead APAC

Ricardo

Aug 2023 - Jul 2024 (11 months)

Led IT support for APAC region, coordinating resources and managing escalations. Supported Microsoft 365, Intune, and endpoint management.

Microsoft 365 Intune Endpoint management Team Coordination Escalation Management

Associate Systems Engineer

DXC Technology

Nov 2017 - Jul 2023 (5 years 8 months)

Delivered desktop, remote and systems support to more than 3,000 users across multiple locations. Supported Windows, Office 365, Exchange, Active Directory, and used ServiceNow for incident management.

Windows 10 Windows 11 Office 365 Exchange Active Directory ServiceNow SCCM PowerShell VMware Workspace ONE Incident Management

Technology Support Specialist

Department of Health

Sep 2009 - Nov 2017 (8 years 2 months)

Provided desktop and remote support to more than 1,800 users across multiple Department of Health locations. Delivered Level 2 support for hardware, software, and infrastructure issues.

Desktop Support Level 2 Support Heat Marval SCCM Incident Management SLA

Helpdesk / Desktop Support Officer

Department of Environment and Natural Resources

May 2009 - Sep 2009 (4 months)

Delivered service desk and desktop support to more than 1,000 users across multiple South Australian locations. Provided Level 1 and Level 2 support for hardware and software issues.

Service Desk Desktop Support Level 1 Support Level 2 Support SLA KPIs

Technology Support Specialist

Hays Recruitment

Apr 2007 - Apr 2009 (2 years)

Provided desktop and remote support to Department of Health users. Delivered Level 2 support for hardware and software issues.

Desktop Support Level 2 Support Incident Management

Support Engineer

Al Futtaim Electronics

Apr 2001 - Oct 2006 (5 years 6 months)

Delivered service desk and desktop support to more than 1,000 users across multiple locations. Provided Level 1 and Level 2 support for hardware and software issues.

Service Desk Desktop Support Level 1 Support Level 2 Support SLA KPIs

Support / Network Engineer

Jumbo Electronics

Oct 1997 - Oct 2000 (3 years)

Supported network, internet, intranet and hardware services across approximately 80 sites over a 500km area. Provided 24/7 support for applications and hardware.

Network Support Hardware Support 24 7 Support Microsoft Oracle

Education

Degrees, certifications, and relevant coursework

PeopleCert

ITIL 4 Foundation, IT Service Management

Certified ITIL 4 Foundation in December 2025.

Proactive Aus

ITIL Foundation, IT Service Management

Completed ITIL Foundation course in February 2009.

Microsoft Corporation

Microsoft Certified Professional (MCP), Information Technology

Certified as Microsoft Certified Professional (MCP) in Windows 2000 Professional and Server, and later as Microsoft Certified Systems Engineer (MCSE) on NT 4 in 2001.