Corporate Systems & Security Engineer

• Mar 2023 - Present

Senior IT Support Engineer

• Jan 2022 - Mar 2023

As a Senior IT Support Engineer I am responsible for the technology stack at Smoke Alarm Solutions, this includes on-prem and cloud based infrastructure. - Meraki MX75 Deployment - Hybrid Cloud Deployment - Replacement Served Desk Platform Evaluation • Operation, maintenance and monitoring of the Azure tenancy and on-premises ICT systems. • Incident management and support, with a focus on implementing ITIL framework to enable continuous improvement of customer service. •Supporting key business applications, and escalating support requests to appropriate internal or external support partners. • Creating and maintaining accurate documentation for systems, configuration and working processes. • Ensuring cyber security policy is implemented within the technology stack. • Leading and participating in ICT projects Show less

Field Technician Cloud Services

• Sep 2020 - Jan 2022

As the primary Queensland Field Technician, I am responsible for the installation and management of networks in South East Queensland as well as cloud support across Australia - Worked with Account Managers to present and scope Customer solutions - Managed Google Workspace and GCP environment - Assisted with customer data migration from on-prem to Google Workspace - Performed backup and restore activities on behalf of customers within Veeam platform - Deployment of LAN environments for customers and configuration of internet links - Serve as the first escalation point for customer seeking technical assistance over the phone or email with excellence in customer service - Skilly fully prioritise cases based on severity, urgency and issue reported by the user and level 1 - Perform remote trouble shooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customers - Walk the customer through the problem-solving process - Provide accurate information on IT products or services - Identify and suggest possible improvements on procedures - Devise options for resolving issues and estimate or to resolve issue. - Determine if resolution is within skillset and escalate if not - Assess risks around resolution around impact and time to resolution and communicate any risk issues to customer or escalate to a senior staff member. - Derive work arounds if problem is unable to be quickly resolved - If required then be able to resolve the issue with a site visit - Perform Level 1 Service desk tasks when required. Show less

Desktop Support Officer

• Dec 2019 - Sep 2020

As the primary Desktop Support Officer for Brisbane and users across Australia I was responsible for the rollout of new devices, managing the video conferencing and meeting room configurations. - Install, configure, and support computing technology - Participate in on-call after hours/weekend rotating schedule - Accountable for hardware and software inventory - Perform executive, conference room, and meeting support which could include assisting with meeting setup, conference room technology and other solutions - Provide input to key metrics specific to corporate and department service level agreements (SLAs) - Oversee projects, management special requests, and ensure processes and procedures are documented for team. Maintain documentation to ensure accuracy. - Provide training and technical assistance to entry level and peer team members Show less

Service Desk Officer

• Mar 2017 - Dec 2019

Key Responsibilities Assisting students and staff members with all devices (2000+ tablets, phones, ipads, laptops) Providing technical support for the following applications, including research for resolutions Office 365, Office 2016 Adobe CC Suite Autodesk Inventor Providing repairs and replacements for the following devices Surface Pro 3, 4 & 5 Dell Latitude E7240, E7250 Dell OptiPlex 7440 Providing technical support to all printers throughout the campus Installation SHARP 3060, 3070, 7500 HPM551, 553, 3100 Project Work – Room Booking Replacement – Catering & Extra Services Add entire campus to ensure all rooms and resources are available (400+ rooms and spaces) Choose specific rooms that require extra services Confirmation of requirements from Stakeholders Perform a market scan of different available applications Compare chosen applications to ensure stakeholders requirements are met Demo with vendors and Stakeholders to show application Data Entry into Room Booking Replacement Creating and provisioning user access Creating properties to ensure information required goes to the correct Service Providers Develop HTML form to meet the requirements of all Stakeholders and Service Providers Working with Service Providers and Stakeholders to receive feedback Training new and existing users on the use of the system Project Work – New Co-curricular Activity – eSports Develop eSports event for Year 8 and 9 students Choose platform – VDI Develop and test VDI environment Manage licenses for Rocket League game platform Manage current and future budgets for eSports events and co-curricular activities Draft communication for Students, Staff and Parents for marketing the game plaform Mentor students to demonstrate how to be good IT citizens to ensure positive online presence Show less

Customer Service Officer

• Nov 2015 - Mar 2017

Key Responsibilities Answering help desk calls from internal customers Recording all relevant details for service ticket raised for each call using HP Open View including; the class of each call (Service Request, Incident and Advice Request) and the priority of each call (1 – 4) Determining impact to patient care and if there is a known workaround available from performing a look up to the Knowledge base Escalating tickets to correct level 2 support team / resolver group Completing Service Requests at first point of contact Show less

Senior Service Desk Technician

• Jan 2015 - Oct 2015

Key ResponsibilitiesSame as belowStarted to train new starters within the organisation

Service Desk Technician

• Jan 2014 - Jan 2015

Key ResponsibilitiesTaking calls from internal and external customersRecording all relevant details for service ticket raised for each call using HEAT application including; the class of each call (Service Request, Incident and Advice Request) and the priority of each call (1 – 4)Perform basic troubleshooting for all incidentsEscalating tickets to correct level 2 support team / resolver groupCompleting Service Requests at first point of contact (user access, installations etc.)Following up with internal and external users when necessaryMonitoring personal and Service Desk queuesMonitoring and logging incoming emailsPerforming administration tasks within Active Directory and Microsoft Exchange (user Account creations, mailbox creations etc.)Working independently outside of normal business hoursMonitoring all IT Infrastructure within the Water Corporation using CA SpectrumAdvising on-call technicians regarding any incidentsPerforming any work available during these periodsDecommissioning terminated users accounts Show less