Experience

QTAC

• Australia
• Education Administration Programs
• 1 - 100 Employee

• Senior System Engineer

  • Mar 2022 - Present

  The Senior Systems Engineer is responsible for the ongoing development, monitoring and maintenance of key IT systems including Azure, O365, Teams, Intune and Windows Operating Systems. Working together with other IT staff and external suppliers the position is responsible for assisting the Infrastructure Manager in ensuring that the IT infrastructure in place is well maintained, suited to the purpose and working optimally. • Leveraged my people skills and commercial acumen to ensure our team understand how their efforts impact the delivery of product • Manage employee career development by providing coaching and mentoring to junior developers while guiding senior developers to maximize their potential • Collaborate on roadmaps with the product owners and technical leads to ensure you and the team have a clear direction and priorities • Work with the technical leads to establish and promote software development standards and lean / agile development processes along with best practices for delivery of scalable and high-quality code • Work closely and communicate regularly with stakeholders and CIO to establish and maintain productive relationships throughout the entire software development lifecycle and to ensure products add value to the business • Take ownership for the delivery of specific outcomes, or work across wider groups in conjunction with program management to deliver significant outcomes • Work with the CIO to develop and implement the IT strategic vision in line with the strategic vision of QTAC and other Sections Show less



Ethan Group

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Systems Engineer

  • Feb 2018 - Mar 2022

  • Monitoring, analysis and management of the infrastructure and/or services delivered to Ethan Group and its clients, Managed Services, XaaS services, etc.• Implementing Service Requests and Incident resolution and support within allocated customer portfolio• Assist other System Engineers with escalated incident support.• Continual service improvement for the customer portfolio• Ensuring services availability and performance to defined SLA’s for end-users, along with identifying and logging Problem cases for escalation to Senior Engineers where appropriate.• Coordinating and implementing changes and outages to customers managed services, ensuring all work is implemented subject to the Ethan Group Change Management Guidelines.• Delivery of onboarding projects associated with either new or existing Managed Services customers • Customer technical engagement services and Ethan Group representation.• Mentoring and development of junior team members.• ITSM or Knowledge Base Documentation of the above activities where required and appropriate.• Participation in the On-Call after hours roster.• Customer on-site work and attendance at meetings where required and appropriate. Show less

• Systems Engineer

  • Feb 2015 - Feb 2018

  • Monitoring, analysis and management of the infrastructure and/or services delivered to Ethan Group and its clients, Managed Services, XaaS services, etc.• Implementing Service Requests and Incident resolution and support within allocated customer portfolio• Assist other System Engineers with escalated incident support.• Continual service improvement for the customer portfolio• Ensuring services availability and performance to defined SLA’s for end-users, along with identifying and logging Problem cases for escalation to Senior Engineers where appropriate.• Coordinating and implementing changes and outages to customers managed services, ensuring all work is implemented subject to the Ethan Group Change Management Guidelines.• Delivery of onboarding projects associated with either new or existing Managed Services customers • Customer technical engagement services and Ethan Group representation.• Mentoring and development of junior team members.• ITSM or Knowledge Base Documentation of the above activities where required and appropriate.• Participation in the On-Call after hours roster.• Customer on-site work and attendance at meetings where required and appropriate. Show less

• Tier 2 Agent

  • May 2012 - Feb 2015

  Administrate building securityHandle all level 2 escalations on issuesHandle all initial troubleshooting and diagnosis on Priority 1 and Priority 2 ticketsPerform on-site troubleshooting for numerous clientsCreating and maintaining company SOEPerform all duties of a Service Desk Agent

• Tier 1 Team Lead

  • Aug 2011 - May 2012

  Perform various administrative duties such as scheduling team members for tasks, organising rostersRegular meetings with management on team performance and KPI’sHandle case escalations from team members

• Tier 1 Agent

  • Aug 2010 - Aug 2011

  Provided computer help desk support via telephone communications with over 2000 end-users.Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory listsEnsure company and client backups were completed successfully and performing level 1 troubleshooting steps to resolve any issuesPerformed set-up, break-down, and transport of agency equipment on an as-needed basis.Documented help desk tickets/resolutions, and provided overall assistance in daily administration of a number of company environmentsProvided computer help desk support and technical training on hardware/software to end users. Show less