• Providing on-site and remote support for a list of clients ranging from SMEs to multinational corporations.• Implementing, managing and maintaining WinTel/Linux servers.• Formulating process-based improvements including the documentation and automation of tasks to improve delivery timeframes• Assisted with the deployment of a cybersecurity program for a multinational corporation. Tasks included implementing a functional Tenable environment and scripting an automated file relocation solution through Varonis and Powershell.• Acting as an escalation point for the internal service desk and other engineers.

• Providing 3rd level incident resolution raised by Brennan IT's client-base across a wide variety of current technologies• Single point of technical escalation for all NSW Service Desk analysts and Incident Management staff• Assisting with after-hours monitoring and root cause analysis of escalated issues• Assisting with the onboarding and upskilling of new service desk staff

• Remotely assisting with 1st and 2nd level Wintel incident management across 500+ clients• Liaising with senior consultants and service managers to deliver outcomes within SLA timeframes• Providing primary on-site Desktop and BAU support to Brennan IT’s Tier-1 clients• Supporting virtualised environments utilising both VMWare and Hyper-V technology platforms• Providing desktop support for both local and remotely hosted solutions such as Citrix and Remote Desktop Services

• Managing, deploying and administering Windows Server 2003, 2008 R2 and Linux environments; utilising both hardware and virtual platforms.• Managing Microsoft Communication Services (Exchange 2003/2010, Lync & Sharepoint 2003/2010).• Customising and deploying Standard Operating Environment images for client machines (Windows XP and Windows 7).• Troubleshooting network connectivity and escalating to the infrastructure management team when warranted.• Deploying scripts to replace/automate existing procedures.• Liaising with external contractors to implement assigned projects. Responsible for the $100K+ Australia-wide refurbishment of all existing meeting rooms. • Documenting procedures for both team members and end-users. Implemented a company-wide wiki to aid with end-user assistance.• Resolving end-user issues on-site and internationally.

• Resolving voice and data faults that may occur with Arrow branded products (Telstra PSTN/ISDN, Powertel SHDSL /VoDSL/ /ISDN).• Liaising with various Australian help desks (Telstra, Powertel & Comindico) to rectify faults• Providing on-site technical support to clients.• Provisioning telephony and data services and subsequent implementation and maintenance.• Training new team members in the familiarisation of day-to-day operations as well as documenting all relevant work processes.• Handling billing and account enquiries.

• Resolving faults in relation to TPG’s Internet infrastructure, whether encountered directly or escalated from first level support.• Assisting with the gradual implementation of new products and technologies into the existing infrastructure.• Assisting with any inter-departmental enquiries, in addition to any enquiries from first level support.• Liaising with internal technical staff to rectify network issues Australia-wide.• Training of new team members in the familiarisation of day-to-day operations