Bill Dew Email & Phone Number

Melbourne, Victoria, Australia

Provide managed services support to commercial and educational clients in the following areas - Provide remote and onsite Mac OS/Apps/hardware support, maintenance and patching. - Assist clients with their MDM management primarily JamfPro and Workspace One. - Apple Business/School Manager support assistance, troubleshooting VPP, DEP and APNS as well as token renewals. - Samsung Knox and Android tablet support. - Assist Compnow Service Desk with 2nd and 3rd level troubleshooting. - Provide recommendations to clients regarding best practice approaches in upgrades, hardware transitions, testing and deployment.

Melbourne

Achievements.- Design and built Telstra Mac Standard Operating Environment offering for Executive Staff which was later released to all staff. - Automate and integrate software delivery management via Active Directory group membership integrated with Casper via extension attributes. - Design, developed and implemented an Enrolment App (developed in AppleScript) to stream line enrolment of new Macs into Casper using the “Thin Imaging” technique. The App checked laptop serial number against the company lease register to ensure personal Macs could not be enrolled. - Removal of local admin rights and replace with Avecto Defend Point MacOS client. Duties.- Design and build Telstra Mac SOE offering for Executive and Non Executive groups. - Support and management of 250 Macs using Casper Suites.- Software Packaging using Composer and delivery using Policies.- Administration of RHEL Servers JSS, MySQL, DP and NetSUS. - Maintenance of Self Service Portal and NetSUS.- Provide 1st and 2nd level phone and remote support to Mac User base.- Provide expert consultation to various business units concerning Mac SOE Offering at Telstra.- Test and certification of SOE core functionality such as email, Wifi, VPN, etc… with every Mac OS version and laptop model releases.- Produce Technical Guides and documentation as well as maintain Knowledge Base Articles and provide training where necessary. - Administer Avecto Rule Sets. - Adhere to Telstra's Change/Release Management practises ensure test/cert of new changes applied to SOE and ensure appropriate request and approvals.

Melbourne, Australia

Achievements.- Project Lead Mac Software and Hardware refresh in 2005 and 2011 for Ad Production Business Unit 300 Macs across 22 sites around Australia. Organise team to test/build SOE, manage delivery of equipment and resources.- Created a method for regional site Macs to reformat their internal hard drives using temporary xServe and apply a new SOE build.- Developed a process to re-image a Production Mac within 20 mins by using multiple system partitions, thus reduced staff downtime. - Improved customer service by implementing dedicated Mac Support queue to company's IT Service Desk. IT Management insisted all Support calls go via Service Desk first but my change resulted in efficiency and better customer service.- Routinely score 9/10 overall customer satisfaction on our yearly surveys held 2009-2014 and received ZERO customer complaints.- Received 6 Tier 1 awards, which 2 became Tier 2 awards for customer service. Duties.- Provide 1st and 2nd Level Phone and Remote support to Mac User base. In some cases with out of lease/warranty provide 3rd level support with in house hardware repairs.- Administrative support tasks, such as patching, anti virus updates, Administration of Apple Remote Desktop.- Supervise 2 full time staff and contractors, maintain support roster, and staff performance and development tasks. - Vendor Management duties software and hardware suppliers for purchase, lease and rental. Responsible for negotiating hardware warranty repair SLA.- Provide technical consultation to Business Units and arrange quotes.- Design and build Sensis Mac SOE for Ad Production and Non Production Teams- Perform Hardware/Software Licensing Audits and management life cycle.- Produce training material/documented processes and provided training where necessary.- Adhere to Sensis Change Management practises.