Aaron Middlehurst Email & Phone Number

Melbourne, Victoria, Australia

- Overseeing the day-to-day effectiveness of service provision - Providing remote support to 72 educational and corporate clients- Serving as the first point of contact for all educational onsite staff- Providing remote and onsite onboarding and training for all new staff- Serving as the Level 2 escalation point for clients- Assigning tickets based on priority and SLAs to onsite and remote colleagues - Ensuring service targets are met- Providing support to the Sales… Show more - Overseeing the day-to-day effectiveness of service provision - Providing remote support to 72 educational and corporate clients- Serving as the first point of contact for all educational onsite staff- Providing remote and onsite onboarding and training for all new staff- Serving as the Level 2 escalation point for clients- Assigning tickets based on priority and SLAs to onsite and remote colleagues - Ensuring service targets are met- Providing support to the Sales team to ensure quotes meet standards - Managing the onboarding and handover of new clients- Providing onsite coverage at client sites when needed- Overseeing the technical side of educational projects (server/network)- Liaising with Catholic Education Melbourne and Google to perform a Google Workspace migration- Maintaining productive client relationships- Facilitating regular meetings with clients to discuss future IT plans Show less

- Providing exemplary customer service and technical support - Building rapport with clients by providing proactive solutions for the future of their IT department- Delivering onsite IT support for 5 clients and visiting client sites each day of the week - Providing remote support to 40+ clients, including both educational and corporate clients- Conducting asset management and quality control- Creating internal documentation for software and hardware use- Troubleshooting… Show more - Providing exemplary customer service and technical support - Building rapport with clients by providing proactive solutions for the future of their IT department- Delivering onsite IT support for 5 clients and visiting client sites each day of the week - Providing remote support to 40+ clients, including both educational and corporate clients- Conducting asset management and quality control- Creating internal documentation for software and hardware use- Troubleshooting and resolving issues with client devices including Windows, Mac, Windows/Mac servers, and printers- Configuring and troubleshooting network devices including switching, wireless access points, IP phones, and IP cameras- Supporting onsite and offsite backup solutions (Veeam and Qorestor)- Acquiring and managing licensing for devices and software- Responding promptly to client issues and working with clients and vendors to resolve issues- Installing hardware (Desktops, Servers, Laptops, iPads, Mobile Phones)- Installing software including administration software, G Suite products, MDM management systems, Office 365 products, and other educational products- Providing ongoing support for new installations- Undertaking server management (AD, DNS, DHCP, Group Policy, RDS, Hyper-V, SQL, WSUS, MDT)- Exceeding client expectations and providing optimal support- Consistently in the top 5 of the ticketing system shared by all IT support staff Show less

Advanced Diploma, Computer System Engineering

Advanced Diploma, Information Technology In Network Security

Certificate Iv, Information Technology In Networking

Certificate Iv, Computer System Engineering