IT Analyst

• Jul 2021 - Present

IT Analyst

• Jan 2019 - Jul 2021

Service Desk Analyst/Technician

• Oct 2016 - Jul 2019

During my time with Icon Group, I provided first point of support for over 3500 users. I worked with a growing team supporting multiple domains. The support included a diverse range of medical software and general hardware support. Everything I did was tracked and recorded in the ticketing system and knowledge base. During my time with Icon Group, I provided first point of support for over 3500 users. I worked with a growing team supporting multiple domains. The support included a diverse range of medical software and general hardware support. Everything I did was tracked and recorded in the ticketing system and knowledge base.

Loading Dock / Customer Service / Fill

• Jan 2009 - Oct 2016

My roles at Big W have varied from front point of sale to back end stock management. I worked heavily in customer service. I have learnt to be patient and understand what customers need and assisted with the best of my ability. I worked in most areas of the store (self-service checkouts, Home Entertainment and loading dock using the forklift to palletise product). This job has taught me important communication skills and how to speak to customers. It has also shown me important management capabilities.

Contractor

• Jan 2009 - Sep 2016

Office and Workstation installations for Queensland Government. Office and Workstation installations for Queensland Government.

IT Support Officer

• Nov 2013 - Nov 2015

Reddog Technology was the foundation of my IT Networking career. It taught me the valuable skills needed to further my development. During my time at Reddog my duties included, maintaining a high level of support to our client base, to over 200 users, this included setting up and shipping out equipment, remote assistance into both Windows and Apple computers, I troubleshooted any issues our users had which was documented in our ticketing system and Knowledge base. Overview: - First point of contact for 200+ users in a primarily Mac/iOS environment (Phone/Email/Remote/Face to Face) - Mac OSX 10.3 – 10.10.5 - Windows 7-10 - Office 2007-365 - Windows server 2008-12 - PFSense Firewall solutions - Data centre competent - OSX Server, Server management - VPN Solutions - Hosted zimbra Email server - Synology NAS Solutions - Installing/moving/removing small to large networks - PBX/Cisco IP Phone systems - iOS mobile support including configuration profiles - Crashplan Backup solutions - Building/maintaining PC’s & Macs (Hardware) and installation of various operating systems - ISP and service provider contact - Cloud hosted solutions - Printer installation, management and support