Experience

nbn® Australia

• Australia
• Telecommunications
• 700 & Above Employee

• Senior ServiceNow DevOps Engineer

  • Aug 2022 - Present



Yarra Valley Water

• Australia
• Utilities
• 500 - 600 Employee

• ServiceNow System Administrator

  • Jul 2020 - Present

  Implementing and Administering ServiceNow ITSM, ITBM, ITOM,Service Mapping, Application Discovery, CMDB discovery, Workflows, SSO configurations, SCCM Integration with ServiceNow, Service Catalog, Portal, Maintenance, Upgrades

• Active Directory Project Support

  • Sep 2013 - Jul 2020

  Worked on Role Based Access(RBAC) Project.Working along with Senior System Administrators, Project manager and Business piers for the delivery of a success project.Using Powershell to Gather users memberships (Direct/Nested) and removing any memberships that are not required or being inherited from a role change.Auditing File servers to gather permissions applied against all file shares and applying it to the roles.Creating Scopes and Reservations in DHCP.Information gathering from end users about access level required by One on Meetings and through Surveys on file shares and applying them against their roles.Fixing any AD access issues after migrating staff to RBAC.

• Desktop Engineer

  • May 2013 - Aug 2013

  Worked in Desktop role during transition from XP to Windows 7.Monitoring end to end upgrade to windows 7 pushed out through SCCM.Backing up end user's data before Windows 7 Migration and resolving any issues after being upgraded.Providing technical support and assistance on PCs, laptops, hardware and software for all users.Rebuilding Laptops and fixing any hardware issues.Provide support to end users relating to hardware and software, computer applications, DHCP, LAN and Patching.Carry out on-site analysis, identification, and resolution of desktop, Thin Client, phone problems for end users.Fixing any Citrix related issues for contact center staff.

• Service Desk Analyst / ITSM administrator

  • Oct 2012 - May 2013

  • Helped Yarra Valley with the IT Insourcing Transition Project with the implementation of ITSM processes.• Build and administer the whole ITSM Processes for Service Management. Change Management, Incident Management, Service Level Management, Service Catalogue Management, Knowledge Management, Request Fulfilment Management and Event Management.• Continually develop and enhance the existing Yarra Valley Processes.• Implementing the processes from different business units into Cherwell Service Management, testing and releasing them• Manage and Implementation Group-Policies, Application and Account restrictions. • Provide Technical Support & Troubleshoot to Desktops. Laptops and Tough Books including Windows 2000, 2003, 2008, XP, Windows 7, Mac OS, through remotely, on site and by Phone. • Configuring The Wireless Guest and staff accounts and trouble shooting• Trouble Shooting and supporting handheld Devices such as PDA’s, IPhones and HTC Phones.• Manage User Accounts and provide level 1 support to Staff and their Clients. • Troubleshoot Hardware Problems • Manage local and network printer servers.



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• IT Service Desk Analyst

  • Jun 2011 - Dec 2011

  • Working with VPN (Virtual Private Network) configuration and troubleshooting.• Networking and troubleshooting.• Printer troubleshooting.• Windows XP and Win7 trouble shooting and fault resolution• Microsoft Office experience.• Microsoft Outlook experience.• Internet Explorer experience.• Software application troubleshooting.• Hardware troubleshooting.• Experience in call logging, escalation and follow up procedures• Monitor Service Desk Requests / Faults logged online.• Respond to all incoming Service Desk and Password Reset calls promptly and efficiently.• Logging all reported IT related Incidents. • Resolve IT faults and issues with a high focus on first call resolution.• Assign IT faults to support groups.• Participate in team meetings to focus on continual improvement.• Communicate with support staff.

• PSTN service specialist

  • Jun 2010 - Jun 2011

  • Working as PSTN Service Specialist.• Troubleshooting and managing customer faults efficiently & effectively.• Testing Telstra’s Network to identify faults and their solutions.• Making outbound calls to customers for updates on their faults.• Making Outbound calls to customer, Service Providers to update about faults• Performing Front of house duties to guide and advise level 1 tech support consultants.• Negotiating, communicating and behaving empathically to calm aggressive customers by taking ownership of their cases and fixing their faults properly and effectively.• Testing requests within Targeted Timeframes and providing Specialist Support to Internal Customer groups.• Processing work in line with Individual Work stream Processes.• Meeting Productivity and quality performance measures related to the role. • Complying with Telstra’s Policies.• Liaising with different business groups in effective way to resolve customer problems.• Fault resolution and identification in timely and effective manner.• Interpreting various systems to provide accurate delivery of services and product working FOH and BOH queues.