Mitchell Shand
Technology Officer at eHealth Queensland- Claim this Profile
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Topline Score
Bio
Credentials
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CompTIA A+ 220-801 and 220-802
Simplilearn -
CompTIA Network + (N10-006)
Simplilearn
Experience
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eHealth Queensland
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Australia
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Hospitals and Health Care
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300 - 400 Employee
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Technology Officer
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Sep 2018 - Present
At the start of this role, I assisted with the roll out of Windows 10 to the Department of Health, eHealth Queensland, and several other departments in Queensland Health at multiple sites in and around Brisbane City. My duties included making sure the customers had Win10 compatible versions of their apps after the upgrade, troubleshooting any issues that might come up during the upgrade process, as well as rolling out new hardware replacements. After the Windows 10 project finished I remained in the same role, but it changed into the Workstation Replacement Program, where I had to identify out of warranty or end of support devices, liaise with the business to minimize down time, and replace them with new ones. With the COVID-19 pandemic I also helped with the COVID response for DOH handling the influx of service calls for things such as remote access, and rapid deployment of hardware to meet the the business' requirements for standing up emergency call centers etc. Show less
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Data#3
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Australia
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IT Services and IT Consulting
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700 & Above Employee
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Desktop Support Analyst
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Oct 2017 - Sep 2018
In this role i worked with a team of of Data#3 techs doing onsite level 2 desktop support for the Department of Health, eHealth Queensland, and Health Support Queensland in and around the Brisbane CBD. Duties included hardware and software support for end users, engaging with vendors for warranty requests, and effectively managing the request and incident queues to meet agreed upon SLA's. In this role i worked with a team of of Data#3 techs doing onsite level 2 desktop support for the Department of Health, eHealth Queensland, and Health Support Queensland in and around the Brisbane CBD. Duties included hardware and software support for end users, engaging with vendors for warranty requests, and effectively managing the request and incident queues to meet agreed upon SLA's.
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Hastings Deering
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Australia
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Machinery Manufacturing
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700 & Above Employee
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IT Support Officer
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Aug 2015 - Oct 2017
Providing Level 1 and 2 support to the Hastings Deering business onsite in Brisbane, and remote support for greater QLD and PNG/Solomon Islands • Answering phone calls coming in from the Service Desk call queue, and utilizing Cherwell Service management to log tickets for those incoming calls, as well as manage and prioritize Break/Fix incidents, and Requests as per severity and date logged, in order to meet SLA’s. • Remotely identifying, troubleshooting, and resolving hardware and software faults for Dell, Lenovo, and HP Laptops and Desktop PC’s, as well as peripheral equipment. • Creating New Users and modifying existing users in Active Directory. • Adding and removing users from already established Security Groups in AD to modify user access to network shared drive locations. • Utilizing Volume Shadow Copy to restore data on network drive locations. • Providing basic support for MS Office 2013, Java, and Adobe products. • Utilizing SCCM to perform remote and manual installations of Software applications, to end user PC’s. • Using supplied Windows 7 SOE image to build Dell, HP, and Lenovo Laptops and Desktop PC’s. • Providing support for and troubleshooting Windows Phone 8, Android, and Apple mobile phones, including access to company emails via MobileIron, as well as 4G mobile broadband cards. • Placing orders with Telstra for new Mobile and Data services as well as hardware on Telstra’s Transact Portal. • Providing support for Cisco AnyConnect VPN client software. • Writing draft and updating existing documentation for new/established Service Desk support processes. • Setup of Cisco IP phone and Cisco Softphone devices in Cisco Unified CM Administration using the process supplied by the level 3 Network Team, as well as documenting the process for the Service Desk. Show less
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Cleanaway Waste Management
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Australia
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Environmental Services
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700 & Above Employee
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Service Desk Analyst
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Sep 2014 - Aug 2015
This role was predominantly a Level 1 Service Desk, with Level 2 support elements, providing onsite support at the TPI Corporate office in Milton, as well as remote support for all TPI sites Australia wide. Responsibilities for the role include: • Answering phone calls coming in from the Service Desk call queue, and utilizing ServiceNow to log tickets for those incoming calls, as well as manage and prioritize Break/Fix incidents, and Requests as per severity and date logged, in order to meet SLA’s. • Remotely identifying, troubleshooting, and resolving hardware and software faults for Dell Laptops and Desktop PC’s, and peripheral equipment. • Creating New users, modifying existing users, and removing users who have left the company from Active Directory. • Providing basic support for MS Office 2013, Java, and Adobe products. • Performing remote and manual installations of Software applications, to end user PC’s. • Using supplied Windows 7 SOE image to build Dell Laptops and Desktop PC’s. • Providing support for and troubleshooting Windows Phone 8, Android, and Apple mobile phones, including access to company emails via MobileIron, as well as 4G mobile broadband cards. • Providing support for Cisco AnyConnect VPN client software. • Level 2 Network support and troubleshooting; monitoring NetFlow Analyzer to troubleshoot network slow downs/bottlenecks, patching workstations etc and escalating to level 3 Networking Team as needed. • Installing network printers, troubleshooting and resolving issues for Canon and HP MFC machines, and raising repair jobs with CSG, or escalating to Level 3 Networking team as needed. • Writing draft and updating existing documentation for new/established Service Desk support processes. • Utilizing Volume Shadow Copy to restore data on network drive locations. Show less
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Tatts Group
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Australia
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Gambling Facilities and Casinos
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100 - 200 Employee
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IT Field Technician
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Jan 2012 - May 2014
This was a Deskside Support role, supporting QGC, a BG Group business. I was part of a level 2 support team that provided onsite technical assistance to all staff across the QCLNG project, including remote assistance to those working in off-site areas.Responsibilities for the role include:• Using HP Service Manager to manage and prioritize Break/Fix incidents, and Change Requests as per severity and date logged, in order to meet SLA’s.• Helped transition from a Windows XP SOE to, and then provide support for, a Windows 7 SOE.• Helped upgrade machines and equipment as needed to ensure meeting Windows 7 SOE minimum requirements.• Identifying, troubleshooting, and resolving hardware and software faults for HP Laptops and Desktop PC’s, and peripheral equipment.• Ensuring the correct capture and recording of Asset details, when deploying equipment to end users.• Providing basic support for MS Office 2010, and Adobe products.• Performing remote and manual installations of Software applications, to end user PC’s, via Symantec Altiris Deployment Agent.• Using supplied SOE image to build HP Laptops and Desktop PC’s.• Providing support for and troubleshooting BlackBerry mobile phones, including access to company emails on BlackBerry devices via BlackBerry Administration Service, as well as 3G and 4G mobile broadband cards.• Providing support for RSA Secure Access remote VPN software tokens.• Level 2 Network support and troubleshooting, patching workstations etc and escalating to level 3 Networking Team as needed.• Troubleshooting and resolving network printer issues for Toshiba MFC printers, and raising repair jobs with Toshiba, or escalating to Level 3 Networking team as needed.• Troubleshooting Tandberg Video Conferencing units, Hitachi and Sony projectors, and escalating to Level 3 Audio Visual Team as needed.• Utilizing Microsoft Remote Assistance and Microsoft Lync 2010 to aid offsite end users. Show less
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Casual Employee – Project work
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Oct 2011 - Dec 2011
This was a temporary role, for the purpose of auditing all IT hardware and infrastructure within Harvey Norman's Queensland stores, in preparation for upgrading their systems.This required me to work with one other team mate (my supervisor), whom I travelled Queensland with, visiting each Harvey Norman store, then moving onto the next.
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THQ
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United States
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Computer Games
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200 - 300 Employee
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Temporary Systems Administrator
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Aug 2009 - Oct 2009
This was a temporary role I was placed in by Excom Education, while I awaited the next part of my I.T. studies to begin. Here I worked with the Senior Systems Admin, with a modicum of autonomy, responsibilities for the role included: • Using in-house Ticketing system to log, manage, and prioritize issue’s raised by studio staff. • Using Active Directory to create new user accounts/disabling leaver’s accounts, unlock user accounts, resetting passwords. • Assigning individual IP addresses to developers PlayStation 3 and Xbox360 systems via DHCP • Troubleshooting custom built game developing machines, anything from driver issues to network connectivity issues, hardware and software compatibility issues. Fault finding and replacing faulty or incompatible/troublesome hardware. Show less
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Education
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2009 - 2009
Excom Education
Certificate, Information Technology -
2017 - 2017
Simplilearn Alumni
Information Technology
Community
