Security Analyst

• Apr 2022 - Present

Senior Service Desk Analyst

• Aug 2015 - Sep 2016

Senior Desktop Support Technician

• Nov 2011 - Aug 2015

• Managing Service Now queue on a daily basis. • Delegating and assigning tasks to 1st & 2nd Level support. • Providing feedback and coaching to team via performance & development agreements. • Providing technical support and responding to user enquiries for all desktop/laptop, software applications and mobile devices. • Troubleshooting incidents and prioritising tasks as needed. • Creating and maintaining technical user manuals. • Maintaining major incident and problem call processes. • Developing training material for staff. • Assisting in the up-skilling of knowledge between team members. • Adhering to technical and operational policies and processes in the workplace. • Ordering and asseting hardware & software. • Providing out of hours phone support (as per the roster). • Requirements gathering for the new IT service management tool (ServiceNow) and user administration training. • Implementation and management of ITSM tool – Service Now. • Lotus Notes upgrade from version 6 to 8.5. • Cutting over to Exchange environment from Lotus Notes. • Mobile device management via Airwatch. • Porting all mobile services from Optus to Telstra – Nationwide. • Upgrading Canon print fleet to Konica – Nationwide. • Travelling to state offices for hardware auditing/maintenance/life cycle refresh procedures. • Creating and presenting IT training videos in house to staff.

Level 2 Helpdesk Officer

• Apr 2010 - Nov 2011

• Supporting over fifty remote sites with a large head office user base. • Adhering to a rotational monthly roster. • Effectively managing and training new helpdesk employees. • Ensuring SLA’s are met on a daily basis. • Providing remote support for network and desktop faults. • Managing Active Directory across three domains. • Creating and maintaining Cisco phone system. • Creating and maintaining Momentum Pro users and print cues. • Reimaging of Wyse terminals and Citrix server farm management. • Ensuring work bench and I.T areas are cleaned and safe for all staff. • Assist with asset management of all equipment using InfraEnterprise client. • Decommissioning of old equipment and disposing responsibly. • Setting up and troubleshooting Tandberg & Aethra video conference units. • Conduct weekly off-site backups of local fileserver and daily backups of POS system data. • Building SOE’s for Windows XP and Windows 7. • Troubleshooting engineering department applications such as Catia and AutoCAD. • Follow up all escalated calls at the end of the week for resolution. • Raise all service desk issues and project work during weekly team meetings with I.T department. • Implementing Cisco Call Manager and rolling out desk handsets and wireless units to all staff. • Configuring and deploying iPhone 4 handsets and profiles to management. • Building a Windows 7 64 Bit Platform for Chrysler Australia Group for 50 onsite users. • Building a Windows 7 64 Bit Platform for the Engineering department. • Refreshing all printer hardware onsite with OCE and Xerox MFC devices. • Travelling to newly acquired dealerships for hardware audits and equipment refresh planning.

Helpdesk Engineer

• Nov 2009 - Apr 2010

• Providing first point of contact to client email, printing, internet faults and all hardware and software issues and escalating when required. • Proficient use of Kaseya call logging software. • Dealing with 3rd party vendors for the support of certain accounting software packages and hardware specific equipment. • Daily monitoring of backup logs and server performance reports. • Ensuring customer courtesy calls are completed weekly. • Creating and updating client documentation and internal processes and procedures. • Creation and modification of user accounts and email addresses.

IT Assistant

• Jan 2009 - Jun 2009

• Providing support across 19 dealerships throughout Victoria, with a main focus on Bib Stillwell BMW, Volvo, Jaguar, Ford, Nissan, Renault & Kia. • Supporting the I.T Manager in their role; including logging calls, handling I.T queries and faults, trouble shooting problems and primary level help desk support. • Provide general systems support, including first point of contact for most network, server and workstation hardware and application issues, including printing and email problems. • Monitoring BMW main server for parts database and vehicle identification number information and ensuring updates are installed correctly. • Communicating with BMW Support team in Hungary. • Ensuring policies and procedures are up to date and effective. • Carry out software updates and patches across the sites. • Ensure backup verification is performed daily. • Develop, update and implement systems documentation. • Perform technical audits as required. • Provision of after-hours support to meet operational requirements. • Ensure workplace occupational health and safety (OH&S) is successfully administered and the I.T environment is safe for all users. • Daily meetings with I.T manager for consultation and problem notification. • Configuring POS software and dealer management software. • User creation in Linux based environments. • Computer hardware troubleshooting and repairing. • Remote assistance and site travel as required.

IT Helpdesk Analyst

• Jan 2008 - Jan 2009

• Providing Level 1 & 2 troubleshooting to store owners and internal staff. • Providing phone & remote support for over 150 VIC, TAS and NSW stores. • Troubleshooting printer, network, hardware and software related problems. • Liaising with 3rd party companies to resolve customer issues. • Imaging & sending out terminals and servers for store upgrades. • Ordering, receipting and asset tracking of stock inventory. • Issuing estimates for store hardware / software purchases. • Providing after hours and week end support for stores. • Conflict resolution with displeased customers. • Documentation management in a help desk environment. • Adhering to structured problem solving steps. • Meeting service level agreements on a daily basis. • Metro / Regional Victorian Store migrations. • Traveling to required stores for onsite installations. • Adding store computers to the new corporate domain. • Making sure POS system and all other applications, including 3rd party software is functioning. • Training store staff on using web mail and Retranet.

Sales & Produce Assistant

• 2002 - 2008

• Maintaining AutoStockR routine and stock management principles. • Meeting weekly sales figures and gross profit targets. • Assisting in training new staff. • Providing quality customer service. • Ensuring safe work environment for staff and consumers at all times. • Adhering to OH&S policies in the workplace. • CPR Training (Workplace Level 1). • Maintaining AutoStockR routine and stock management principles. • Meeting weekly sales figures and gross profit targets. • Assisting in training new staff. • Providing quality customer service. • Ensuring safe work environment for staff and consumers at all times. • Adhering to OH&S policies in the workplace. • CPR Training (Workplace Level 1).

Industrial Experience Project - Project Team Leader

• Jan 2006 - Dec 2006

Working in a team of five, we were required to develop a computer based web application to meet our client’s requirements. • Delegating and coordinating team members with responsibilities and tasks • Working in a team to achieve group goals & meet deadlines. • Maintaining client contact on a weekly basis. • Supervising and mentoring group members. • Managing information and resources. • Organising meetings outside of university hours to meet deadlines. • Managing project timeline and milestones.