Experience

Knosys (ASX:KNO)

• Australia
• Software Development
• 1 - 100 Employee

• Cloud & Infrastructure Administrator

  • May 2019 - Present



Reflex Technology Group (RTG) Pty Ltd

• IT Services and IT Consulting
• 1 - 100 Employee

• Special Project Auditing Lead Consultant

  • Apr 2018 - May 2019

• Swiss army knife / Technical Support Officer

  • Apr 2017 - May 2018

   Provided systems administration support for Microsoft systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup and security administration, Performed regular system backups and recovery procedures. Served on team managing server deployment and allocation of virtual server capacity using VMWare and VSphere. Developed scripts to automate network administration tasks and application deployments for a wide variety of hardware from tablets, Microsoft Surfaces and HP Mini Desk PC’s.  Assisted with implementation of Windows Update Services server, which greatly reduced administrator overhead for routine patching and security analysis duties. Produced, maintained, and improved documentation on various internal processes, OS standards, and remote imaging. Created and supported 2000 total Exchange users in multiple locations nationwide, as well as corporate office users. Created, managed, and supported Exchange objects such as distribution lists.



Melbourne IT

• Australia
• Information Technology & Services
• 100 - 200 Employee

• Team Manager

  • Sep 2016 - Apr 2017

  Promoted due to exceptional leadership and customer service, managing team of 20+ consultants in a fast-paced environment with a diverse clientele requiring broad technical expertise.Manage escalations and resolve them in a timely and reasonable manner to ensure client loyalty and satisfaction.Oversee staff training, supervise work, fostering a work atmosphere that is team and customer focused to exceed all customer expectations while improving retention and knowledge of employees.Achieved high degree of customer satisfaction by connecting with customers (end users); helped customers attain achievable development plans, schedules, and project outcomes, ensuring success with difficult IT projects.Supervise the day-to-day activities of the Customer Service support team ensuring that the team is developed and skilled to perform the required IT support.Created daily progress reports to higher management, monthly performance appraisals for teams and supporting training and procedural documents to support effective behaviors and quality results.

• Customer Service Specialist

  • May 2014 - Sep 2016

  Demonstrated excellence in delivering customer service and support while answering calls and troubleshooting problems.Managed numerous escalations and provided a resolution in a timely and reasonable manner.Developed guides, instructions and tutorials for colleagues and customers, delivering coaching and training as needed to maximize adoption of several technologies.Gained deep understanding of Melbourne IT, WebCentral and NetRegistry systems.