IT Assets and Change Officer

• Feb 2023 - Present

- retrieving assets from the users who have departed the companies e.g. ITFE, AGA, W&T etc.- updating SNOW database with peripheral's within the business when they go out and when they return- check with managers of devices for returns or using for new starters- looking after other peripherals such as printers, switches and servers

IT Client Support Officer / Asset Management Analyst

• Aug 2021 - Present

- The IT Client Support Officer will provide front line IT support for users by providing technical support and troubleshooting for all aspects of computer hardware and software for the national group of 15 companies under the IntoWork banner.- Provide procurement devices (Laptop and iPhone) for onboarding new starters under the different group of companies.- Have upgraded to the ServiceNow application using ITSM.- Have the use of MFA, RFFR and RMM applications for remoting into devices via the device name and username.- Managing the asset management for pheripherals using CMDB and CSI in ServiceNow. Show less

Lead PMO Logistics / Coordinator

• Jun 2021 - Aug 2021

- The Lead Coordinator with the help of the Project Lead will help the client (Asahi) with all directions and instructions in respect to duties and responsibilities on a day to day basis whilst the Coordinator is working for the client - Creating / checking incident requests using ServiceNow application once the deployment is complete for each of the Asahi (CUB) sites around Australia for laptops, tablets and desktops - The Lead Coordinator with the help of the Project Lead will help the client (Asahi) with all directions and instructions in respect to duties and responsibilities on a day to day basis whilst the Coordinator is working for the client - Creating / checking incident requests using ServiceNow application once the deployment is complete for each of the Asahi (CUB) sites around Australia for laptops, tablets and desktops

L1 / L2 IT Support

• Mar 2021 - May 2021

Walking the floor assisting AustralianSuper staff with the following:- - connecting to and re-arranging displays on their desks - assistance with any basic IT issues (anything complex revert to AustralianSuper Service desk) - assistance with using the meeting room tech Imaging new computers as replacements in St Vincent's Institute - laptops and desktops for users using PDQ deploy software - upgrading from HP to Dell equipment for the rollout of about 45 staff - creating assets tags for the new equipment under PDQ inventory and updating the CMDB Show less

Customer Service Administration

• Apr 2020 - Jun 2020

- processing back orders for Telstra Online Shopping - processing orders for mobile phones, Xbox, and various other products including bundles - using the following applications: - Siebel, BPToolkit and WAT (Work Allocation Tool) - processing back orders for Telstra Online Shopping - processing orders for mobile phones, Xbox, and various other products including bundles - using the following applications: - Siebel, BPToolkit and WAT (Work Allocation Tool)

ICT Coordinator

• Jun 2019 - Nov 2019

- working with Jira Service Desk - coordinating with 3 other technicians around Australia with daily meetings and updates - using the following tools: - Lansweeper, Mitel (MiCollab), Vision, Greentree, Remote Desktop, Cisco, Trustwave, Skykick and ScreenConnect - working with Jira Service Desk - coordinating with 3 other technicians around Australia with daily meetings and updates - using the following tools: - Lansweeper, Mitel (MiCollab), Vision, Greentree, Remote Desktop, Cisco, Trustwave, Skykick and ScreenConnect

Request Fulfilment Analyst

• Sep 2015 - Apr 2019

- Acquisition of Spotless Services Group by Downer Group. - Create / Modify / Delete network and application system user accounts within the group of 9 people creating Teamwork to provide similar outcomes. - Record all requests in ServiceNow (CMS), ensuring sufficient detail is recorded and service levels are provided to the customer using the eform process and generated from emails. - Updating the Asset Management register for transfer / returns of equipment including mobile / sim cards, laptops and desktops. - Using SAP process to create employee's access to leave / personal leave (ESS and MSS). - Create MyWork accounts for users in FMS ( Facilities Management System ) for Application Teams. - Resolve all request, incidents and RITM/SCTASKs on a daily basis. - Creating MiMtr accounts for casual meter readers. - Within a team of 9 people we are able to maintain and resolution of requests within the SLA timeframe maintaining customer service for internal / external clients. - Removing any outstanding tickets which over 6 months old with some analysis, while using the Due Date field in ServiceNow. Show less

Customer Care - Enterprise Service Desk Operations Analyst

• Apr 2013 - Oct 2014

• Acquisition of TelstraClear NZ Ltd. • Upgraded to BMC AR Remedy ITSM 8.1. • Upgraded system to Windows to 8.1 and Microsoft Office Suite 2013. • Acquisition of TelstraClear NZ Ltd. • Upgraded to BMC AR Remedy ITSM 8.1. • Upgraded system to Windows to 8.1 and Microsoft Office Suite 2013.

Enterprise Service Desk Operations Analyst

• Aug 2011 - Mar 2013

• ITSM Data Administration using the application Remedy 8.1 continuing to provide technical and advisory support to the Service Desk by maintaining and developing the infrastructure. • The purpose is for the Enterprise Service Desk to run smoothly with it being reliant on “back room” infrastructure, applications, processes and other tools which require design, implementation and maintenance ongoing. • Enhance the Service Desk tools usage by exploring additional functionality and recommending / arranging implementation as appropriate in business units. • Maintain tools and processes that are critical to delivering reporting and monitoring outputs of the Service Desk to its customers and staff. • Running reports for individual groups within the Vodafone NZ Group using Microsoft 2013 suite • Check the inboxes for emails to be actioned using Incident and Problem Management using ITSM processes. • Create and update documentation for processes used e.g. reporting and modules within BMC Remedy 8.1 Show less

Operations Project Manager

• Jan 2008 - Jul 2011

• Project Management - Tape Consolidation Project done within budget, liaising with the vendor and this will be ongoing to destroy tapes on an annual basis over a 7 year cycle.• Savings of over $2000 per year for the organisation starting the project from the initial stages until now with movement of the tape from location to another and has been ongoing.

Change And Release Manager

• Jan 2006 - Jul 2011

• Scheduling of change requests and resolving them within the timeframe given.• Making sure that none of the change request were scheduled to be clashing on the same day.• Create an excel spreadsheet to keep track on all projects and requests daily, weekly and monthly.• Given training to internal and external stakeholders in the use of change procedure.• Have chaired the meetings for CAB and ECAB (Emergency / Change Advisory Board) and send out final minutes to all those who had attended the meeting.• Scheduling weekly change request meetings for medium and high risk requests.• Sign off on documents that are required through change. Show less

Production Operations

• Jan 2005 - Jul 2011

• Running Weekly/Monthly and on-request scheduled tasks – majority is now automated and sent to various users, (mainly for Finance), receive outputs• Process Documentation - maintaining/improving online documentation detailing and creating a Monthly Procedure Guide and a Tape Backup Procedure Guide.• Being an original member of the Change Management Team – Change Co-ordinator, Change and Release Manager using the ITIL processes. The process is now online for using the workflow system.• Using SQL to run queries and create further knowledge in writing programs/scripts.• SharePoint Administrator (2007) to administer changes to the current team site and maintaining documentation online. Show less

Contract Central Processing Officer

• Jul 2004 - Dec 2004

Contract Computer Operator

• Apr 2003 - Nov 2003

Shiftleader

• Sep 1994 - Feb 2003

Shiftleader

• Dec 1989 - Sep 1994

Shifleader

• Apr 1988 - Nov 1989

Computer Operator

• Apr 1987 - Apr 1988

Trainee Programmer Systems Analyst

• Jun 1986 - Mar 1987

Senior Computer Operator

• Feb 1984 - Jun 1986