Experience

ActewAGL

• Australia
• Utilities
• 300 - 400 Employee

• Desktop Support Officer

  • Feb 2011 - Present

  Provide onsite support for Microsoft and company specific software applications and hardware including Microsoft OS XP and Windows 7, Microsoft Office 2003 and Office 2007. • Provide a high standard of customer service and professionalism with all aspects of day to day interactions. • Work in a team environment as well as individually under limited direction and supervision. • Provide Executive level support for both office and home based IT requirements. • Configuration and installation of Corporate VPN connections. • Installation and configuration of Citrix Web interface to allow clients to remote into the corporate network. • Setup and Installation of Corporate 3G wireless Connections. • Configure wireless connections to the Corporate network. • Installation and configuration of the corporate SOE. • Level 2 troubleshooting on Microsoft OS issues, Microsoft Office issues, as well as 3rd party software utilised within the organisation. • Installation and maintenance of computer hardware including Desktop PC’s, Laptops, Media servers, Printers, as well as other periferals. • Investigate, research and resolve Hardware and Software issues. • Provide documentation for troubleshooting and “quick fixes” for end users. • Document resolution steps within Service Manager call logging software for future reference • Provide feedback and explanations to clients in plain English using non-technical terms. • Installation and maintenance of Terminals within a citrix environment • Connection and maintenance of network switches an wall ports within various locations around the organisation • Advising clients on hardware and software requirements in accordance with corporate policy. • Configuration and maintenance of Blackberry devices within a Blackberry enterprise system environment • Liaise with other departments to assist in resolving any outstanding issues



Gecko Rescue

• IT Services and IT Consulting

• Senior Technician

  • Feb 2010 - Feb 2011

  Provide level 1, 2, and 3 support for residential clients as well as small businesses. • Provide mentoring and education of junior staff within the IT department of the company. • Administration and configuration of MS Service 2003 and 2008 SBS, including administering user accounts, File creation and security of information within the IT environment. • Removal of virus’s, malware and anything else that does not adhere to the client’s business requirements and policies. • Administration of Exchange 2007 including administration of mail accounts, back and recovery, as well as troubleshooting and resolving any exchange issue that may arise. • Provide tutorials to clients on the use of MYOB, MS office 2003 and 2007 suites. • Education on how to use and configure web based email and applications. • Provide information and education to clients on security options to suit their needs. • Provide weekly reports to the General Manager with regards to inbound calls and accounting within the charged service agreement. • Removal of virus’s as well as backing up of vital information. • Provide sales advice and IT solutions for both residential and business customers • Train and Mentor other staff members within the organisation in regards to product knowledge and customer service. • Liaise with stakeholders in regards to the purchase of hardware and software to suit the business requirements of the company. • Assist with the creation of policies and procedures to comply with the company guidelines. • Configure VLAN options within a Cisco environment.



TransACT Communications

• Australia
• Telecommunications
• 1 - 100 Employee

• Desktop Support Officer

  • Nov 2005 - Dec 2009

  Provide onsite support for Microsoft and company specific software applications and hardware including Microsoft OS XP and Windows 7, Microsoft Office 2003 and Office 2007. • Provide a high standard of customer service and professionalism with all aspects of day to day interactions. • Work in a team environment as well as individually under limited direction and supervision. • Provide Executive level support for both office and home based IT requirements. • Configuration and installation of Corporate VPN connections. • Installation and configuration of Citrix Web interface to allow clients to remote into the corporate network. • Setup and Installation of Corporate 3G wireless Connections. • Configure wireless connections to the Corporate network. • Installation and configuration of the corporate SOE. • Level 2 troubleshooting on Microsoft OS issues, Microsoft Office issues, as well as 3rd party software utilised within the organisation. • Installation and maintenance of computer hardware including Desktop PC’s, Laptops, Media servers, Printers, as well as other periferals. • Investigate, research and resolve Hardware and Software issues. • Provide documentation for troubleshooting and “quick fixes” for end users. • Document resolution steps within Service Manager call logging software for future reference • Provide feedback and explanations to clients in plain English using non-technical terms. • Installation and maintenance of Terminals within a citrix environment • Connection and maintenance of network switches an wall ports within various locations around the organisation • Advising clients on hardware and software requirements in accordance with corporate policy. • Configuration and maintenance of Blackberry devices within a Blackberry enterprise system environment • Liaise with other departments to assist in resolving any outstanding issues