System Administrator

• Mar 2017 - Present

Providing Level 2 and 3 Technical Support for client’s SaaS, PaaS and IaaS services within Emantra’s secure private cloud. Responsibilities: • Monitoring, maintaining, and updating Emantra’s IT infrastructure including physical and virtual servers, network devices and applications. • Perform network administration task such as firewall rules changes, VPN management and static routing changes. • Analysing, troubleshooting, and resolving server, application, or networking issues. • Providing risk assessment and recommendations to customers on critical vulnerabilities • Provisioning, configuring and hardening Windows and Linux servers. • Creating and maintaining numerous scripts to automate various task including backups, archiving, monitoring, reporting, account management, alerting, etc. • Developing and maintaining technical and non-technical documents, templates, and procedures. • Managing system’s backup, disaster recovery and performing monthly backup integrity testing and reporting. • Providing monthly capacity, performance and availability reports to customers and give out any recommendation. • Participated in a weekly on call roster Key achievements: • Automated tasks such as patching and server hardening for Windows and Linux servers using Ansible and AWX. • Researched, planned, and deployed application whitelisting controls onto Windows Servers using Microsoft’s Applocker and Symantec Endpoint Protection. • Lead the deployment and implementation of firmware upgrades to customer’s Checkpoint firewall devices and Cisco networking devices to the current patch level. • Rolled out and deployed Symantec Endpoint Protection to 90% of servers. • Created scripts that automated the provisioning of Lync accounts and their phone numbers. • Perform interface migration on Checkpoint firewall devices in a complex networking environment. Show less

Service Desk Analyst Level 2

• Feb 2015 - Jan 2017

Remotely provided level 2 desktop support as well as perform basic system administration tasks to a complex windows server environment. This includes troubleshooting and resolving escalated tickets from the level 1 service desk team, user account management, DFS and folder management, printer queue management, software deployment and mailbox/file restoration. Key Achievements:• Developed and maintained a software search script which allows the team members to quickly and efficiently search for Security Groups and Installation Folders at a particular site. This scripted saved team members approximately a 1 minute per software request ticket/call.• Sufficiently automated level 2’s account creation and deletion processes by developing a PowerShell application, saving team members up to 8 minutes per ticket. This script completely manages Active Directory, Exchange and Lync accounts as well as user’s home drives. • Improved the Office Suite upgrade process (from 2010 to 2013) by creating a Group Policy that ran an uninstall script for the Office 2010 Suite, potentially saving agents approximately 2 minutes per client machine.• Assisted network administrators by completely simple task such as device searching through MAC address and VLAN changes that have been escalated by alternative team.• Demonstrated ability to provide root-cause analysis to resolve longstanding and reoccurring issues such as corrupted local printer ports on a BEARs Server.• By proactively reading processes, researching articles, taking ownership of difficult tickets and liaising with Senior Technical Officers, I have been acknowledged as Service Desk Subject Matter Expert.• Reviewed operational procedures, developed documentations and trained staff on using a newly migrated Exchange 2013 Server. Show less

Level 1 Service Desk Analyst

• Apr 2012 - Feb 2015

Remotely provide over-the-phone or via-email technical support to Unisys’s clients issues and request. This includes providing general desktop support in a level 1 capacity, user account management, network device monitoring, schedule outage management and third-party vendor management. Our team were responsible for support over 23,000 client machines, 250 servers and over 250,000 users.Key Achievements:• Completed approximately 40 calls and 20 emails a day with an average talk time of 6:30 minutes and an average email wrap time of 5 minutes. Additionally, resolved approximately 80% of ticket on first contact.• Taking ownership of longstanding tickets, analysing and diagnosing the ticket and where possible resolved the ticket or escalated the ticket to the appropriate team.• Due to my outstanding performance, I was given domain administration permissions and also trained in level 2 processes. Shortly after I was seconded to the Level 2 team. • Developed, reviewed and maintained technical documents and ticket templates for the services desk. Show less

Night Filler

• May 2008 - Mar 2012

- Responsible for organising and allocating a team to their aisles - The ability to work efficiently and effectively as a team to complete the load and other task by the 12am deadline - Developed customer service skills by assisting customers with enquiries - Abiding by the Workplace Health and Safety protocols as well as Coles dressing code - Compacting cardboard and tiding the garbage room - Filling shelves, rotating products and returning loose stock to its rightful place - Responsible for organising and allocating a team to their aisles - The ability to work efficiently and effectively as a team to complete the load and other task by the 12am deadline - Developed customer service skills by assisting customers with enquiries - Abiding by the Workplace Health and Safety protocols as well as Coles dressing code - Compacting cardboard and tiding the garbage room - Filling shelves, rotating products and returning loose stock to its rightful place

Waiter

• Feb 2004 - Feb 2006