Experience

Tickbox

• Australia
• Information Technology & Services
• 1 - 100 Employee

• Senior Support Services Engineer

  • Oct 2022 - Present

• Support Services Engineer

  • Jan 2019 - Oct 2022


Core Desktop
• Australia
• Information Technology & Services
• 1 - 100 Employee
• Cloud Support Engineer

  • Jun 2018 - Jan 2019


YMCA

• 700 & Above Employee

• I.T. Support Officer (Two-months contract)

  • Apr 2018 - Jun 2018

  • Providing remote I.T. support to YMCA staff members (throughout Australia) and face to face to head office staff. • Attending to tickets when they arise in the ticketing system and providing timely resolution. • Creating/maintaining Active Directory accounts and providing access to staff as per company’s policy. • Maintaining Citrix access and also training users on how to access Citrix environment. • Maintaining Office 365 (creating/editing mailboxes, groups, skype for business etc) and also looking after Exchange issues and requests. • Supporting day to day hardware and software issues. Show less



Spark New Zealand

• New Zealand
• Telecommunications
• 700 & Above Employee

• Service Desk Engineer (First Response Networks Service Desk)

  • Sep 2015 - Mar 2018

  • Providing first class customer service and remote technical support for a variety of clients ranging from Enterprise, Corporate and Small Business. • Actively monitoring ticketing queues (in Remedy and ICMS) and attending to cases on priority bases. Providing resolution within agreed SLAs. • Working along with other internal departments as part of end to end case management. • Experience with Active Directory, Remote Desktop, Citrix, MS Windows Server/Desktop, MS Exchange, VPN, Networking, Cloud/Hosted Products, SecureMe Firewalls & SharePoint. • Proactively monitoring client’s network and taking precautionary measures for redundant service for high end clients. • Being a dedicated contact person from Spark to assist N4L (Network for Learning – New Zealand Schools) with their End to End Networking (Firewall and Security) and Internet Services. This includes LAN, WAN, Email and 3rd Party peripheral devices. Working along other departments in the company and with the external vendors (such as Cisco, IBM and other LFCs) to get the issues resolved as per SLA’s. • Creating/updating knowledgebase documentation. • Providing training to new starters. • Analyzing customer network diagrams to determine where the fault could possibly be. • Been involved in testing various new products and providing valuable feedback to project people. Show less



Orcon

• Netherlands
• Wholesale Building Materials
• 1 - 100 Employee

• Assurance Engineer

  • Oct 2011 - Sep 2015

  • Managing and resolving fault tickets lodged in company’s ticketing system by technical helpdesk for residential and corporate customers. • Providing resolution for issues within agreed timeframes. • Performing data centre works from time to time (Providing onsite patch panel cabling assistance, managing data centre access for client’s engineer and sometimes assisting remote customers for their data centre equipment’s etc). • Testing network and line elements before escalating faults with other vendors when required. (Chorus, Vector, Telecom etc.) • Providing remote and phone support to various onsite technicians (Chorus, Enable, Northpower etc.) • Working along with other business units to resolve customer issues. • Updating staff and customers about latest NOC events. Show less



iiNet

• Australia
• Telecommunications
• 500 - 600 Employee

• Technical Support (Faults Team) Tier 2

  • Nov 2009 - Oct 2011

  - Providing level 2 technical support to residential and business customers. - Escalating faults with Chorus when required and providing support to on-site Chorus technicians over the phone.- Did floor walking duties, which included handling escalations for level 1 technical support agents and training new level technical representatives.- Handling TIO (Telecommunications Industry Ombudsman) complaints and managing them from end to end until resolved.- Recording description of calls, analysis and how the issue can be resolved. - Educating both customers and colleagues whenever I see necessary. Show less

• Technical Support Helpdesk

  • Mar 2009 - Nov 2009

  - Taking faults, billing, sales and technical support calls from iiNet customers. Identifying the issues and dealing with as per iiNet’s policies and procedures. - Following up on my cases if a first call resolution was not possible to achieve on initial contact. - Updating customers by ways of calling, emailing, and sending text for customer assurance.