Anthony Shepherd Email & Phone Number

Ipswich, Queensland, Australia

This role includes advising/teaching and taking escalations from the Service Desk team, as well as pro-active tasks such as, improving/cleaning up a systems, like Active Directory, Group Policies and Firewalls. I have also been involved in projects to implement new systems or augment existing systems.

Ipswich, Queensland, Australia

Originally part of the transition team moving the support from the Datacom team to an internal team, including training some of the team that was not originally from the Datacom team. After the transition period the role was very similar the role at Datacom, with increased chances to improve skills, like expanding knowledge about PowerShell scripting and Azure AD.

Ipswich, Australia

In the beginning of this role I was involving in the transition from another managed service provider, thus including collection and documentation of the environment and transfer of their knowledge base of the client into a new instance of Service-Now.During this role the organisation has transitioned in their environment between various technologies/versions of technologies including: Windows 7 to 10, Office 2013 with on premises Exchange to exchange online, PABX to Skype for Business to Teams. This allowed me to obtain more experience in project work, creation of documentation, and PowerShell scripting to support these technologies.

Brisbane, Australia

In this role, multiple clients were supported. A strong focus was placed on customer service.The majority of clients used Active Directory and Office 365 for user management.Ticketing system used was Cherwell Service Management.Companies Supported: Brisbane Festival, Brisbane Marketing, Queensland TheatreCompany, Queensland Treasury Corporation, Department of State Development(Queensland), Office of Industrial Relations.

Brisbane, Australia

This role focused on a single client, ACT Health Department. A strong focus was placed on first call resolutions and customer satisfaction. Active directory was the main platform for user administration for this client, however Lotus Notes was also used. CA Service Desk Manager was originally used for the ticketing system, however we later transitioned to Cherwell Service Management.This was a contract role and I was with the contract from go live to the transition to another service desk with the company located in a different state.

Brisbane, Australia

This role focused on a single client, Queensland TAFE, which had multiple Institutes and sites within those Institutes that varied in size and available onsite support. Each Institute had a slightly different SOE with some core applications common throughout the client. Users were managed through Active Directory, and an Exchange system for e-mail, multiple systems were used for managing the printing environments (BEARS, PaperCut, Equitrac). BMC Remedy was used for the ticketing system.

Brisbane, Australia

This role was concurrent with the above 3 roles, duties included maintaining a first aid qualification and attending to injuries, and assisting in the running of Fire Alert/Evacuation Drills.

Brisbane, Australia

This role focused on a single client, Queensland TAFE, however multiple clients were supported. A strong focus was placed on first call resolutions where this was possible. Active directory was the main platform for user administration for these clients. BMC Remedy was used for the ticketing system.Companies Supported: Queensland TAFE, Australian National Audit Office, BARA/Triple A, Ministry of Transport (NSW)

Brisbane, Australia

In this role, multiple clients were supported in various industries, these clients also varied in size (from approx 500 users – over 10,000 users, located in various locations, across multiple platforms, and varying SOE’s). This level of support included remote assistance, ticket logging, management and escalations. A strong focus was placed on first call resolutions where this was possible. Active directory was the main platform for user administration across most of these clients. Other services provided to these clients include account creation and administration, server administration, network diagnostics and ‘how-to’ assistance on supported software packages. This role involved working with and supporting: MS windows server 2003, MS Exchange server, Blackberry Exchange server, MS Office suite, Lotus Notes, Windows XP and providing remote desktop support to end users. Peregrine Service Centre was used for the ticketing system.Companies Supported: Southern Cross Fertilisers, Department of Treasury and Finance (VIC), Flowserve, Queensland TAFE (after hours), Australian National Audit Office, BARA/Triple A, Ministry of Transport(NSW), Crane, Surefire, Commonwealth Bank(backup system), Cathay Pacific.

Building computers, installing software, identifying and solving computer hardware/software problems. Selling computers, customer relations, computer component pickup, deliver new systems, setup networks

Education record

Grades 10 To 12

Grades 8 To 10