Level 3 (Escalations) Support Engineer

• May 2022 - Present

Level 2 (Desktop) Support Engineer

• Dec 2021 - May 2022

Training and Escalations Technician

• Nov 2020 - Dec 2021

Primary trainer of all new technical staff from late 2020, guiding users through 30+ different customer's unique procedures and quirks, who to treat with extra care/respect and why, how to navigate the mass of different systems to the best of our abilities, and how to work in a manner that results in minimal amounts of repetition or revisiting of works.When not actively training staff, I act as the primary contact for escalated break/fix situations, along with assisting customers as of the Help Desk, taking calls and providing proactive assistance, and providing continual improvements via training and documentation.As a Project Technician, I would still implement ICT projects for clients, ranging from auditing ICT infrastructures and correcting/enhancing overall network security, through to implementing new hardware and software, integrating new customers and procedurally removing or retiring older hardware.Finally, whilst this is going on, I was a trusted point of contact (and initiator) for providing constant paths for internal improvement, such as replacing outdated technologies (hardware and software), advocating for (and succeeding in) getting branch offices connected to the same company network, enforcing improved security standards, and providing advice and hands-on testing for potential hardware and tools to present to clients (or to use internally).

Project Technician

• Jun 2019 - Nov 2020

As a Project Technician, implement ICT projects for clients, ranging from auditing ICT infrastructures and correcting/enhancing overall network security, through to implementing new hardware and software, integrating new customers and procedurally removing or retiring older hardware.When not working on projects, I could be found assisting with both primary contact and escalated break/fix situations, along with assisting customers as part of the Help Desk, taking calls and providing proactive assistance, and providing continual improvements via training and documentation.Finally, whilst this is going on, I was a trusted point of contact (and initiator) for providing constant paths for internal improvement, such as replacing outdated technologies (hardware and software), advocating for (and succeeding in) getting branch offices connected to the same company network, enforcing improved security standards, and providing advice and hands-on testing for potential hardware and tools to present to clients (or to use internally).

Technical Support Analyst

• Sep 2018 - May 2019

This role comprises of, but is not restricted to, the following duties... * Deliver a high standard of service to Patties’ internal business units, through the maintenance, support & provision of all end-user hardware including PC’s, laptops, tablets, smartphones and printers. * Provide customers a high level of desk-side and remote technical support by ensuring incidents and service requests are recorded, accurately updated and resolved within agreed timeframes. * Ensure technical documentation relating to internal applications and systems is maintained, up to date, and communicated to the appropriate teams. * Administer and maintain user accounts and systems access across multiple platforms. * Administer and support VoIP platforms including Cisco technologies across multiple sites. * Identify and escalate potential impacts to service, critical incidents and incident trends. * Participate and assist with system changes, initiatives and technical projects as assigned. * Co-ordinate purchases of software and hardware assets as required. * Perform daily checks to pro-actively identify & escalate internal system problems

Sales Assistant

• Sep 2016 - Sep 2018

Provide consultation to customers, including but not restricted to... * Personal Computers * Laptops * Computer Equipment & Peripherals * Troubleshooting of potential issues they could encounter, or already have * Ideas and advice for solutions Provide consultation to customers, including but not restricted to... * Personal Computers * Laptops * Computer Equipment & Peripherals * Troubleshooting of potential issues they could encounter, or already have * Ideas and advice for solutions

Systems Support Officer

• Jan 2015 - Jun 2016

Provided Level 1-2 ICT Support, plus major Business Systems Support * On-site in-person assistance for hardware and software including Moveware, Microlistics WMS & Microsoft Exchange/Office Outlook * Hardware & OS maintenance, repairs, procurement and overhauls * Over-the-phone and remote assistance * Software access management and control, including industry-specialised software such as Moveware, Microlistics WMS & in-house systems * Management of Procedural issues & documentation for all software * Business analysis and testing for application updates, features and fixes

Senior Service Desk Analyst

• Sep 2011 - Jun 2013

PRIMARY OBJECTIVES * Resolve calls created by the Service Desk within the published Service Level Agreements * To provide high quality support critical for achieving business goals * To securely manage and maintain IT systems and applications * General Desktop, Citrix and Application administration * Maintain a high level of user satisfaction * Miscellaneous duties as required, including project work. * Perform limited management-related duties in lieu of, or in support of, Service Desk manager KEY TASKS INCLUDED * Service Desk Management (inc. recording all Service Desk calls, phone queue availability, and dealing directly with business users regarding requests and complaints) * Provide 1st and 2nd level support to the Service Desk * Provide 3rd level Support when required * Daily Administration * IOOF IT Security Policy and Procedures * Communication with Business Units * Train fellow staff on management of Systems under Service Delivery's control. * Maintain and create documentation for Service Delivery

Service Desk Analyst

• Sep 2010 - Aug 2011

PRIMARY OBJECTIVES * Resolve calls created by the Service Desk within the published Service Level Agreements * To provide high quality support critical for achieving business goals * To securely manage and maintain IT systems and applications * General Desktop, Citrix and Application administration * Maintain a high level of user satisfaction * Miscellaneous duties as required, including project work. KEY TASKS INCLUDED * Service Desk Management (inc. recording all Service Desk calls, phone queue availability, and dealing directly with business users regarding requests and complaints) * Provide 1st and 2nd level support to the Service Desk * Daily Administration * IOOF IT Security Policy and Procedures * Communication with Business Units

Network Support Engineer

• Aug 2008 - Sep 2010

PRIMARY OBJECTIVES* Resolve calls created by the Service Desk within the published Service Level Agreements* To provide high quality support critical for achieving business goals* To securely manage and maintain IT systems and applications* General Desktop, Citrix and Application administration* Maintain a high level of user satisfaction* Miscellaneous duties as required, including project work.KEY TASKS INCLUDED* Service Desk Management (inc. recording all Service Desk calls, phone queue availability, and dealing directly with business users regarding requests and complaints)* Provide 1st and 2nd level support to the Service Desk* Provide 3rd level Support when required* Daily Administration* IOOF IT Security Policy and Procedures* Peripheral rollouts* Communication with Business Units