Dai Jones
Technical Support Co-Ordinator at Loyalty NZ- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
Afrikaans -
-
English Full professional proficiency
Topline Score
Bio
Credentials
-
Comptia A+
- -
Comptia Network +
-
Experience
-
Loyalty NZ
-
New Zealand
-
Advertising Services
-
100 - 200 Employee
-
Technical Support Co-Ordinator
-
Jan 2022 - Present
Key Duties• Provisioning, management and support of IT infrastructure services.• Providing support to Loyalty’s Development and Application units.• Troubleshooting hardware, software and network system issues to resolution.• Providing onsite support to LNZL staff for technical issues that require quick resolution.• Providing the technical lead on Business projects that utilise varied technology solutions.• Supporting the Applications and Operations team.• Managing software licenses.• Project co-ordinator of IT projects in conjunction with Head of TechOps. • Windows & Mac Laptop patching.• Video conferencing Collaboration.• User onboarding and in charge of ensuring that all new starters are correctly setup on a Windows laptop or MacBook for their first day.• In charge of companywide email comms to the Loyalty about any upcoming projects and updates.• Management of monthly AD audit from Service Desk.• Hardware asset tracking & Mobile phone management.Key Achievements:• Video Conference Upgrade project – Led the project upgrading the company Video Conference. • OneDrive for Business project - Involved in moving users from a personal network shared drive to OneDrive for Business.• Soft Phone rollout – Involved removing all hard desk phones and rolling out the soft phone solution, Vodafone OneBusiness. • Teams Soft Phone rollout – Involved replacing all hard desk phones with Teams capable ones and then replacing the Vodafone OneBusiness with Microsoft Teams.• SharePoint migration project – Involved moving all departments shared data on the shared public network drive, to SharePoint Online solution.• Workspace One project – Involved in the rollout of Workspace One to all users.• Wifi upgrade project – Involved in the rollout of new Meraki hardware to in both Wellington and Auckland offices. • Major hardware refresh project – This project involved replacing all our old and aging laptops and monitors in both our Wellington and Auckland offices. Show less
-
-
Desktop and End User Computing Engineer
-
Jan 2017 - Jan 2022
Key Duties:• Providing server support where needed in conjunction with colleague • Providing the technical lead on Business projects that utilise varied technology solutions• Providing onsite support to Loyalty NZ Limited staff for technical issues that require quick resolution• Provisioning of new IT equipment, whether it be a Windows Laptop, MacBook or Mobile phones. • Managing software licences and IT hardware assets, including managing iPhone and Android phones• Liaising with various third party vendors • Keeping up to date on the latest technologies and their applicability to the Loyalty environment. Key Achievements:• Video Conference Upgrade project – Led the project upgrading the company Video Conference. Involved liaising with multiple vendors to ensure deadlines were met and disruption of users kept to a minimum.• OneDrive for Business project - Involved in moving users from a personal network shared drive to OneDrive for Business. Involved a lot of user testing and liaising with our third party IT support vendor. • Soft Phone rollout – Involved removing all hard desk phones and rolling out the soft phone solution, Vodafone OneBusiness. I liaised with the internal departments and external vendors both old and new, to insure all existing phones number and dial plans were transferred. I also organised training with Vodafone for all users across the company. • SharePoint migration project – Involved moving all departments shared data on the shared public network drive, to SharePoint Online. Involved a lot of user testing and liaising with multiple third party vendors. I also ran a few training sessions to train users on how best to use the SharePoint Online solution. • Workspace One project – Involved in the rollout of Workspace One to all users. Show less
-
-
-
AMP New Zealand
-
New Zealand
-
Financial Services
-
100 - 200 Employee
-
Service Desk Analyst
-
Nov 2015 - Jan 2017
Xplan Database Administrator looking after a database of 200,000 client records, and a CSR Portal administrator (in house client and policy database). Creating Lotus Notes accounts for Advisers and Support Staff, and I also handle Active Directory and Exchange, from creating accounts, resetting passwords, to granting access to active directory groups and shared mailboxes. Providing remote support to all internal and external users, and involved in process improvements for the team on certain procedures. I also setup RSA hard and soft tokens (iOS and Android) for Citrix remote access used by users.My key achievements while working at AMP are being involved in a project migrating to BMC Remedyforce, an incident logging tool. Personally recognised by the CEO of AMP, for the all high level support I provided to the internal and external users on the service desk.Reduced Single Point Sensitivity by providing training and documentation in areas where I had a greater knowledge than the rest of the team, which resulted in a better service to our Advisers.Being the • acting Service Desk Manager for any escalations and organising the team while the Manager was on annual leave. Show less
-
-
Distribution Technology Support Analyst
-
Sep 2012 - Nov 2015
Xplan Database Administrator looking after a database of 200,000 client records, and a CSR Portal administrator (in house client and policy database), and in charge of creating weekly and monthly reports for senior management. Creating Lotus Notes accounts for Advisers and Support Staff, I also handle Active Directory from creating accounts, resetting passwords, to granting access to active directory groups and shared mailboxes. Providing remote support to all internal and external users, and involved in process improvements for the team on certain procedures. Support Team Leader and assume Team Leader responsibility in their absence, and also creating support guides for use by the whole team.I have been involved in a few projects: migrating Lotus Notes to Outlook for all Advisers and Internal staff, migrating to BMC Remedyforce, an incident logging tool. I am also involved in some application testing for some of AMP's quoting software 'Quotetrack and Easyquote'. I have headed up a project to recover and restore 48+ pst files into users exchange mailboxes. Show less
-
-
-
KiwiRail
-
New Zealand
-
Transportation/Trucking/Railroad
-
700 & Above Employee
-
Desktop Deployment Engineer
-
Mar 2012 - Sep 2012
I was part of a SOE rollout team, implementing new hardware along with upgrading approximately 1500 users throughout all KiwiRail offices in New Zealand from Windows XP to Windows 7. We used the following methods to successfully implement Windows 7 - USB key bootable with BartPE, SCCM or by disc bootable with BartPE, depending on the site. We then installed manual or/and advertised applications before handing the computer back to the user. As a side project we also imported all users PST outlook data files back into Outlook, fixing any corrupted files as we came across them. Show less
-
-
-
Unisys
-
United States
-
IT Services and IT Consulting
-
700 & Above Employee
-
Field Services Engineer
-
Jan 2011 - Feb 2012
Responsibilities:Dedicated Second and limited Third Level IT support. Creation of troubleshooting guides for Helpdesk to follow. Liaising with the Helpdesk to advise them how to resolve incidents logged by users.Using remote desktop tools to help resolve user issues.Supporting the Inland Revenue Department Head Office which has 1700 plus users. Rebuilding Desktop PCs and Laptops, which involves physical rebuilds and software rebuilds.Management of the backup tapes for Inland Revenue Department.Troubleshooting hardware & software issues. Primary support of OS Windows 2000 with increased Windows XP installations. Show less
-
-
Field Services Engineer
-
Feb 2011 - Mar 2011
(8 week secondment from Inland Revenue Department to Ministry of Agriculture, Forestry and Fisheries)Responsibilities:Sole Second Level IT support to cover a gap in servicesCreated troubleshooting and procedures guidelines for new second line support teamSole Field Services Engineer for a hardware refresh of the Wellington area offices Provided training to the incoming Second Level IT support staffOffice relocation of users when required
-
-
-
Fujitsu Australia and New Zealand
-
Australia
-
IT Services and IT Consulting
-
700 & Above Employee
-
Service Desk Analyst
-
May 2010 - Dec 2010
Responsibilities: First and Second Level IT Support which involved logging calls both high & low priority. Managing high priority calls & determining which third party vendor or resolver group to refer them to. Supporting users for the whole of Meridian Energy countrywide, over a thousand users. Providing remote desktop support to resolve user issues. Liaising with third party vendors and resolver groups. Maintaining user accounts in Active Directory, unlocking or resetting account passwords etc. Troubleshooting hardware & software issues and passing to third party to resolve if needed. Show less
-
-
-
The British Museum Company
-
Retail
-
1 - 100 Employee
-
IT Helpdesk Support Technician
-
Nov 2008 - Feb 2010
Responsibilities:Was part of a pilot scheme which turned into a permanent positionFirst and Second line IT Support Supporting over 80 users and more than 30 retail PCs and POS Tills.Maintaining the Support Helpdesk Providing remote desktop support in and out of the officeLiaising with 3rd party suppliers and support companies Creating new users in Active Directory and building new workstations.Rebuilding and repairing both MACs and PCs Supporting VMWARE virtual PCsMaintaining of weekly, monthly and annual backup tapes.Training of users on new hardware and softwareSetting up and testing all hardware needed for any new shops. Show less
-
-
Supervisor
-
Nov 2003 - Nov 2008
Responsibilities:Management of a 25 member sales team.Training of new staff members.First line support for shop computers and staff members on the shop floor.Ordering and monitoring of stock.Opening and Closing of retail shop, including cashing up and balancing tills.
-
-
-
THE HERTFORD CORN EXCHANGE LTD
-
United Kingdom
-
Events Services
-
Barman
-
Mar 2003 - Sep 2003
Responsibilities: Customer Service as a Barman. Cash handling. Restock at the end of the night. Waiting tables during the day. Responsibilities: Customer Service as a Barman. Cash handling. Restock at the end of the night. Waiting tables during the day.
-
-
-
Multisports Ltd
-
London, United Kingdom
-
Sales Assistant
-
Feb 2002 - Nov 2002
Responsibilities: Manager of Section Ordered stock for my Section Cashing up at the end of the day Responsibilities: Manager of Section Ordered stock for my Section Cashing up at the end of the day
-
-
-
JALAPENO DESIGNS CO - Exhibition Company
-
Cape Town Area, South Africa
-
IT Network Administrator/ Graphic Designer
-
Jan 2000 - Nov 2001
IT Network Administrator of company network, including making sure that all PC's ran smoothly within the office. Client liaison: interacted with major clients like IBM, PFIZER, 3M, and Coca Cola. Achievements: Representing the company when dealing with clients like IBM, PFIZER, 3M and Coca-Cola. I found I was able to help the company supply these big names with the sort of exhibitions stands that got them notice. The success of these client exhibitions led to increase market awareness and demand. Jalapeno Designs established itself as a leading force in the exhibition industry through these projects. A major project I was involved in was featured in one of South Africa's leading interior design magazine. IT Skills Gained: Windows NT Server Scanvec Inspire Show less
-
-
-
MADHOUSE CAPE LTD - Exhibition Company
-
Cape Town Area, South Africa
-
IT Network Administrator/ Graphic Designer
-
Jan 1999 - Dec 1999
Maintained the company computer network, including re-installation of operating software if needed. Meeting with clients, including IBM, 3M, MECCER, and THAWTE. Worked in tandem with production teams to ensure that clients were satisfied with their exhibition stands. Liaised with designers in the design department. Achievements: Was promoted and put in charge of the IT and Signage department. Turned over enough profits to pay for in-house vinyl signage machines twice over. IT Skills Gained: Learnt to use Windows 95-96SE & ME in order to maintain PC's. Learnt to use Windows NT in order to maintain Internet/Email server. Used CorelDraw/Photo-Paint to do my design work. Learnt to use Scanvec Casmate and Scanvec Inspire to do vinyl signage. Used Adobe Photoshop and Illustrator in order to work with images supplied by clients. Show less
-
-
-
EXHIBITION HOUSE - Exhibition Company
-
Cape Town Area, South Africa
-
Assistant IT Technician/Assistant Designer
-
Jan 1998 - Dec 1998
Responsibilities: Liaised with IT Technician to help maintain the company computer network. Assistant Designer acting as backup to Senior Designer especially on site. Responsibilities: Liaised with IT Technician to help maintain the company computer network. Assistant Designer acting as backup to Senior Designer especially on site.
-
-
Education
-
2004 - 2005
Britannia IT Training Academy
A+, Network +,CCNA, CCNP -BSCI, Windows XP, Windwows 2003 -
1986 - 1997
Grey High School
Community
