Anthony Moyse Email & Phone Number

Sydney, New South Wales, Australia

North Sydney, New South Wales, Australia

Talavera Rd, Macquarie Park

Initial 6 month contract through Ambition Recruit.

State Headquarters, Balmain

Initial 2 month contract, through Consortio/TRS.Provide Level 1/2 & Desktop Support to NSW Ambulance Duties: •Provide hardware, software, telephony and peripheral products support to end users to facilitate the efficient and productive use of equipment and systems. •Configuration/Reimaging of Laptops & desktops, both new & existing, for use by NSW Ambulance, including updating adding software.•Provide Users access through Active Directory to Network systems and NSW Ambulance Intranet, SharePoint and HR Applications.•Use the computerised call tracking system to monitor and act on service calls referred by the Service Desk to provide documented solutions to hardware and software support calls. (INFRA/VMware ServiceManager)•Provide software support including the installation of commercial software packages and systems developed in-house. •Contribute, within a team, to the development and implementation of organisation-wide user support policies, standards, procedures and guidelines to ensure that a high standard of customer service is maintained. •Provide effective support to agreed service levels to all locations for the resolution of network, computer and application problems. •Raise identified issues for consideration and further action, or resolution, by the team. •Oversee equipment security procedures to ensure they operate to provide effective protection of hardware and software •Contribute to the development of procedural and instructional documentation for reference by end users to improve their understanding of the operational protocols in use. The position works on a rostered basis on the IT Service Desk, prioritises support calls to ensure that the most business critical issues are addressed first, and works independently to analyse, diagnose and resolve problems and liaise with clients.

55 Pyrmont Bridge Road, Pyrmont Nsw 2009

The EDO team need to be in front of any technology issues to support continuous availability and effectiveness to external parties, also support technology releases & support maintain existing technology.The EDO team seeks to support not only the technology but to aid the user in the best possible operation of the software and impart knowledge as appropriate to assist the user to achieve best possible outcomes. EDO Operators undertake the following duties:•Setting-up of machines to start event day, including mappings.•Provisioning of live support to external partners.•Monitoring of technology used to place transactions by internal & external partners.•Deploying, executing, supporting & monitoring new & existing technology delivered to external partners.•Ensuring that all Data Processors technology is functioning with all appropriate data inputs, storage mechanisms & outputs operating in line with developer expectations.•Working rostered shifts as directed by Event Day Operations Supervisor & Stage Seven Manager.•Identifying & troubleshooting any issues technology &/or operational issues.•Reporting technology issues utilising the Data Processors ticket handling policy.•Reporting internal operational issues & external parties’ operational issues to the General Manager using company ticket handling procedures.•Escalating any problems which you are not able to solve to support &/or the Event Day Operations Supervisor & Stage Seven Manager in a timely fashion.•Identifying & reporting any non-urgent problems (i.e. programme bugs, suggestions for improvement in procedures etc.) to support & the Event Day Operations Supervisor and Stage Seven Manager.•Reporting all errors made to the Event Day Operations Supervisor & Stage Seven Manager.Other Duties•Out of hours duties as required.•Any other ad-hoc duties as assigned.•Local & International travel as required.•Meeting attendance, participation & presentation as required.

Justice Precinct Offices, 160 Marsden St, Parramatta Nsw 2150

Responsible for monitoring, logging, responding and resolution of Service Requests & Incidents, creating User accounts for Internal Clients of the Justice Department including Judges, Magistrates & Associates. Working with Service Desk Managers, Team Leaders, Application Support teams and Service Desk team to deliver outstanding service. Duties include:• 1st level technical support & 1st call resolution were possible.• End to End case management of incidents and service requests. (Lotus Notes/INFRA)• All calls/emails are answered & incidents raised within a timely manner.• Escalate irresolvable issues to support groups & provide accurate assessment, prioritisation & escalation of incidents. Ensure customer is kept updated of progress/resolution.• Liaise with support groups to ensure updates & resolution of issues.• Create new User Accounts, including Windows Login, Email Accounts & Comms Accounts. (ACTIVE DIRECTORY/LOTUS NOTES/INFRA)• Ordering and setting up of Mobile Device Accounts & Services for Users.• Identify potential major incidents & escalate to appropriate support group and Service Desk Manager.• Document new fixes/support tips and known issues and share with Service Desk team.• Communicate with external Service Providers, such as Mobile Device support group.• Technology involving Windows XP & 7, MS Office, Court Recording software, Audio Visual setup and troubleshooting, dictation applications such as Dragon, video playback software for court proceedings.

Optus Campus Sydney, 1 Lyonpark Road, Macquarie Park

The Service Desk Analyst is responsible for the response, logging and monitoring, and where possible, resolution of service desk calls/emails/requests.Work with Manager, Team Leaders, Incident Co-ordinators and Service Desk Analysts to deliver exceptional service to customers.· End to End case management;· Ensure that all calls/emails are answered and logged within the timeframe specified in the customer SLA.· Provide first level technical support to customers;· Gather accurate and complete information and ensure that all relevant information is recorded;· Escalate irresolvable issues to skill groups;· Provide accurate assessment, prioritisation and escalation of incidents;· Identify potential major incidents and escalate to Senior Service Desk Analyst and/or Incident Coordinator;· Attempt first call resolution of as many incidents as possible;· Document new fixes/support tips and share with Service Desk team;· Manage customer expectations;· Ensure customer is kept updated of the progress of their incident;· Liaise with the various Skill groups to ensure timely updates and resolution of incidents;· Monitor and ensure that skill groups are meeting customer service levels;· Provide peer mentoring and coaching;· Maintain and build relationships with customers ensuring every contact fosters a positive image of Service Desk & NCSI;· Communicate feedback to Team Leaders;· Contribute to company projects as required;· Liaise with customer and external service providers;· Team work and communicationAccountability for the role includes:· Accountable for achieving performance outcomes.· Where appropriate, contribution to the organisation’s strategic direction and success. In relation to personal conduct and dealings, ensure that the reputation of NCS within Optus and our customers is highly regarded.· Adhere to NCSI Australia’s policy relevant to the role and all activities undertaken in that role, including EEO and WHS.

Sydney, Australia

Deliver all processing / output targets as per Service Level Agreements for over 2000 backups per day, Server Monitoring, Daily Payment processing, System Maintenance/Upgrades for clients including VHA, CBA, BoQ, SA Govt, Caltex, Franklins, CapGemini, AHS. Range of duties including:Supporting, maintaining and enhancing backup systems; liaising with support teams to improve Service deliveryProblem analysis to identify hardware / software issues and describing symptoms to support teams for remedial actionMainframe Batch Scheduling and processing (ICL/VME).After hours processing for Bank of Queensland, Caltex & Commonwealth Bank. (AS400 & Tandem)Backup and restore operations using HP Data Protector, HP OVSD, Wintel and ArcserveMentoring and training operations staffFirst Level problem management support for operationsManagement of after hours Helpdesk when requiredSystem Shutdown and reloads (ICL/VME)Tape Library management using multiple media typesData Centre Management – monitoring A/C systems, cabling assisting engineers onsite with Server installationsData Centre Access approval via Change Management tools such as Remedy, HP ServiceManager.Some of my Major Achievements:Creation of Mainframe documentation to ISO 9000 standard for VHA. Maintaining & updating relevant documentation when required for multiple clients.Successful role transition to Offshore teams with minimal disruption to service, including training of Offshore staff.Strong levels of Customer satisfaction achieved , particular recognition from Wintel and Unix teams for follow up of difficult or complex issues.Successful training of all new operators into the Vodafone environment.

North Ryde, Strathfield & Artarmon.

Running both Vodafone Wholesale & Retail Billing platforms, including nightly batch processing, print media, tape management, backup management and problem management. Some of my duties included:Supporting, maintaining and enhancing backup systems; liaising with support teams to improve Service deliveryProblem analysis to identify hardware / software issues and describing symptoms to support teams for remedial actionMainframe Batch Scheduling and processing (ICL/VME)Backup and restore operations using HP Data Protector, HP OVSD, Wintel and ArcserveMentoring and training operations staffFirst Level problem management support for operationsManagement of after hours Helpdesk when requiredSystem Shutdown and reloads (ICL/VME)Tape Library management using multiple media typesData Centre Management – monitoring A/C systems, cabling assisting engineers onsite with Server installationsData Centre Access approval via Change Management tools such as Remedy, HP ServiceManager.Some of my major achievements:Successful role transition to Offshore teams with minimal disruption to service, including training of Offshore staff.Strong levels of Customer satisfaction achieved , particular recognition from Wintel and Unix teams for follow up of difficult or complex issues

North Ryde & Strathfield, Nsw, Australia

2IC to a Team of Customer Service Representatives. Also was in charge of team for 5 months while Team Leader was away. My daily duties included:Ensure the smooth running of team of Customer Service Reps during various shifts, including nights. This involved setting breaks, ensuring all areas were covered by adequate staff, handling abusive or distressed customers, taking calls during periods of high volumes.Mentoring and training of new staff.Participation in the Focal Point Reviews of my team members and setting of goals for the future.Keeping up to date with the latest mobile devices & teaching other staff how to use them.Major achievements:Successful running of Shifts, including nights, during the peak operating period during the Sydney 2000 Olympic Games with out any incidents.

North Ryde, Nsw, Australia

Customer Service Representative at Vodafone's Inbound Call Centre. Helping customers with mobile phone issues in regards to the Vodafone Network. This included:Helping customers navigate through the complex menus on some mobile devices.Instructing customers on how to set up and active services such as voicemail, call-waiting & messaging services.Paging Service & Directory Assistance.Worked a rotating roster which included working 3 or 4 night shifts, every 4-6 weeks.

Higher School Certificate

Higher School Certificate 1986