Ben Smith Email & Phone Number

Bella Vista

Sydney, New South Wales, Australia

Sydney, Australia

Handled standard Level 1 BAU tickets for ~500 usersHandled Level 2/3 escalation tickets relating to networking, server and other core infrastructuresRebuilt and maintained local Veeam backup solution with offsite NAS/SOBR offload for added recovery optionsMaintained and supported local hospital Meraki configurations (switches, WAP)Maintained local Fortigate firewalls and serviced network configuration changesMaintained local VMware environment, housing 60+ critical VM's, with a mix of Windows/Linux VM's, providing services such as File and Print, SQL, data warehousing and several other servicesMaintained and supported Office365 environmentMaintained and supported local MobileIron environment for iPad/iPhone devices spread across the hospitalMaintained and supported Shoretel telephony Assisted with migration projects, relating to bringing the whole server environment back in house from server hosting, and moving services to AzureMaintained and supported Azure applications (AD, SOBR, InTune, SQL)Upgraded local infrastructure to adapt with requirementsManaged and maintained all server update requirementsImplemented and managed cybersecurity/data monitoring tools within the environment to comply with regulations (Netwrix, Nessus)Handled Cybersecurity concerns and issues with relevant tools and changes within network to ensure secure systems throughout the environmentManaged Sophos AV environment and monitored for potential security issues on client machines

Handled standard Level 1 BAU tickets for ~20 clientsHandled Level 2/3 escalation tickets relating to networking, server and other core infrastructuresAssisted with and planned large scale migrations of customers from other MSP servicesLed improvement projects internally relating to monitoring and overall infrastructure improvementsBuilt full Azure environments for migrating customers, including Microsoft/Office365 migrations from on premise environmentsProvided clients with Sharepoint Online setups to migrate on site file storage to the cloud, with Azure backup frameworks implemented to ensure data retentionManaged full network transitions from MPLS services on to ADSL/NBN connections, utilizing in-house VPN services to streamline connectivity and provide stabilityMaintained existing on premise environments for all clientsAssisted with FreePBX migrations for clients subscribed to in house VoIP services

First point of contact for ~40 MSP clients24x7 support for all clients if requiredResponsible for handling escalated issues relating to client environmentsResponsible for responding to critical alerts relating to client environmentsShadowProtect maintenance and installation for backupsManagement of File Server Resource Manager to mitigate damage from Cryptolocker/ransomware infections across large file setsManagement of Fortigate firewalls at client sitesManagement and installation of Sophos UTM 9Point of escalation for environment security issues, such as in depth investigation in to spear phishing attempts In-house cloud environment management and maintenanceOn-site presence when required to set up or expand envionmentsAdvanced management and maintenance of Windows Server 2008R2/2012Advanced management and maintenance of Exchange 2008/2010/2013Basic administration of Linux systemsManagement of DNS records for all clientsWeb domain management and maintenanceOffice 365 tenant creation and managementBasic iOS and OSX troubleshootingBYO device management (phones, workstations)

Sydney, Australia

First point of escalation from Level 1 team (Support Analysts)Responsible for new site setups and off-site troubleshootingResponsible for mobile device management software and initial rollout (Silverback/Airloom MDM)Advanced troubleshooting of networks and hardwareHands-on printer support, relating to troubleshooting the device and maintenance Nortel Meridian CS1000 PABX skills - programming phones and troubleshooting phone issues.User and hardware relocationsSupport of the Office 2013 suite pre and post rollout, providing testing information to ensure environment-specific requirements were metDigital Signage rollout to Mirvac Head Office, consisting of 10 media players and screens provided by a third party companyMultimedia assistance (touch screens, interactive projectors)Experience with SCCM environmentsStrong experience with hardware refresh projects, which involved preparing new laptops for the company and managing a handover from start to finishExperience with DNS, DHCP, SMTP and other advanced network protocols

Providing first level support to internal users and hotel users.Use of Active Directory to create, modify and delete/disable user accounts.Use of Exchange Management Console to manage e-mail inboxes, for example increasing or decreasing mailbox quota, assigning new SMTP addresses and forwarding mail from one mailbox to another.Use of Dameware 6 to remotely support users and resolve issues that may be difficult to resolve through pure phone support.Support and configuration of mobile devices such as Blackberries and iPhonesUse of Blackberry Enterprise Server to configure accounts to receive e-mails and calendar entries on Blackberry devices.Use of Opera, creating and disabling accounts, assigning permissions and troubleshooting interfaces utilised by Opera and its servers.Providing 1 on 1 support for users with an iPad provided by Mirvac, assisting with e-mail setup and general use of the device.Use of AMC Helpdesk in Citrix to assist users with frozen sessions and other issues they may face while using Citrix applications.Providing hardware troubleshooting in terms of peripherals and internal hardware, and organising service and warranty calls for items that need to be repaired by external parties.Experience with setting up presentations based on a projector and laptop setup, with experience setting up presentations with in-room technology such as the AMX setups. Using LogIT to track and log jobs, while actively following up on open or assigned jobs to provide the quickest turnaround time possible.Installing a wide range of programs requested by end users, and liaising with procurement colleagues in regards to correct licensing of installed applicationsResetting voice mailbox passwords and managing voice mailboxes through the Callpilot consolePerforming site visits to troubleshoot issues unable to be resolved over the phone, and to install new hardware/software and provide the appropriate information to users on site.

Started off as a level 1 technician handling basic refunds and technical issuesPromoted to Level 2 in November 2010Handling escalations from other sites worldwideDealing with customer complaints and passing on details to appropriate partiesResolving escalated issues relating to Norton problemsDiagnosing customer PC issues quickly and efficientlyResponsible for ensuring cases are handled correctly and taking appropriate action if discrepancies are found within a handled caseResolving Level 2 IT issues that level 1 teams were unable to resolveConsult with engineering and higher escalation teams on how to resolve a problem efficientlyReport and document new or unknown issues and ensure a resolution is found quicklyCollecting logs and reports for analysis to document effective fixes for an issueHandling account refunds for customers that were incorrectly chargedManaging customers subscriptions to ensure the customer is always receiving a high level of serviceRemotely connecting to customers computers to resolve problems that may be difficult to fix over the phone or e-mail.Removing viruses, rootkits and other infections that may be present on the PC with either specific tools or manually.