Experience

DXC Connect

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

• Service Desk Analyst

  • Jun 2015 - Present

  Providing 1st level IT Technical Support to approx 3000 staff members at DuluxGroup. •Active Directory - creating accounts •Configuring VOIP handsets (OmniVista 8770) •Service Now (ticketing system) •IBM Notes / Domino Administration •Liaising with 3rd party vendors •Troubleshooting MS Office suite •SAP Providing 1st level IT Technical Support to approx 3000 staff members at DuluxGroup. •Active Directory - creating accounts •Configuring VOIP handsets (OmniVista 8770) •Service Now (ticketing system) •IBM Notes / Domino Administration •Liaising with 3rd party vendors •Troubleshooting MS Office suite •SAP



BlueScope

• Building Materials
• 700 & Above Employee

• Service Desk Analyst

  • Jun 2008 - Present

  •Providing 1st Level Support over the phone and face to face to approximately 1600 Bluescope Distribution employee’s nationwide. Very busy environment taking a variety of calls such as application issues, creating/modifying network accounts, access permissions and assisting technicians. •Active Directory Management including creation of objects such as User Accounts, Distribution/Security Groups, Mailboxes and Meeting Room Calendars •MS Outlook and Office Applications troubleshooting and Support •Hardware Procurement for Laptops, Desktop, Mobile phones, Tablets and Optus/Telstra 3g sim cards •Updating Technical Documents and Knowledge Base and providing suggestions for improvement •Diagnosing and resolving hardware and software issues •Communicating to users the progress of inquires until the issue is completely resolved •Ensuring that the disabling and removal of network accounts occurs accurately and in timely manner •Ensuring all Outage, Status Update and Service Restored Notifications are emailed to staff as notified •Administering internal building passes •Modifying network folder permissions •Troubleshooting voip, landline and mobile phone issues •HP printer configuration •Telstra and Optus 3g wireless configuration and troubleshooting



Coles Myer

• Helpdesk Support

  • Jan 2001 - Jun 2008

  Coles Head Office – 2002 to 2008 •Providing 2nd level IT support to Coles stores nationwide •Monitoring case queue and assisting 1st level support staff •Problem investigation, solving and management •Organising technicians to attend site to resolve hardware issues •Monitoring weekly specials file transfer to all stores •Provided after hours support • Improve the level and quality of documentation •Escalate issues and risks •Extra duties included processing failed Liquorland sales files and 2nd level support for Liquorland Coles Head Office – 2001 to 2002 •Providing 1st level IT support to Coles and Liquorland stores nationwide •Gathering accurate information and entering into logging system •Troubleshooting and finding solutions using previous experience and referencing help file documentation •Organising technician site visits •Assisting onsite technicians •Escalating issues to relevant 2nd level teams or 3rd party vendor