Bow Anderton Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Auckland, New Zealand

• Providing professional managed IT services for Mercury staff and customers.• Optimizing current service-desk escalation processes and developing new processes to help streamline helpdesk incidents and requests for continuous service improvement.• Leading and training a team of 5 and providing opportunities for development to my team to ensure they achieve their set goals.• Hiring and managing staff levels to ensure resourcing is adequate relating to capacity management.• Organizing and taking care of weekly operations and service desk meetings.• Logging and resolving minor, significant and emergency change requests.• Working with the team to resolve high priority incidents and requests to ensure quick and efficient resolution times.• Reporting on requests and incidents to ensure resolution times meet SLA agreements.• Ensuring external and internal communications are clear between service desk staff and stakeholders.• Providing in depth analysis and reports to Mercury VIP’s and Digital Data Systems VIPs.• Processing Active Directory, SAP, Exchange, DNS, DHCP, Microsoft Office, Microsoft Windows requests and many other applications within Mercury to complete end user queries and to complete tasked projects.• Audit preparation including writing of documentation, new processes and updating existing documentation.

Auckland, New Zealand

• Providing professional managed IT services for Downer NZ through DDS IT.• Managing and leading a team of 7+ to ensure that all work is completed.• Providing technical support for staff and users.• Leading a development team to successfully accomplish set project goals.• Arranging site hardware and software upgrades for end user equipment.• Upgrading all Downer sites in New Zealand from the top of the north island to the bottom of the South Island.• Ensuring all sites are successfully upgraded and that all users are happy throughout.• Ensuring VIP’s have minimum downtime during the upgrade.• Upgrading over 1000 users and providing tier 1, 2 and 3 support for Downer NZ.• Ensuring all incidents and problems are reported to the correct stakeholders for resolution.• Managing Activate, Active Directory, Exchange, DNS, DHCP, Microsoft Office, Microsoft Windows requests and many other applications to support end user queries and to complete tasked projects.

Auckland, New Zealand

Auckland, New Zealand

• Assisting more than 300+ users for Vector LTD through DATACOM NZ.• Providing the best tier 1 service to all Vector users and ensuring all requests or incidents are escalated accordingly, accurately and at a high consistent professional level to exceed customer service expectations.• Ensuring that all systems are functioning correctly, are secure and operate efficiently to suit user’s needs. • Currently the high priority incident coordinator for Vector LTD to ensure that all high priority incidents are resolved as soon as possible with the highest possible accuracy to reduce system or services downtime.• Trained to adopt and use ITIL processes on a day to day basis.• Managing Active Directory, Microsoft Exchange, DNS, DHCP, Microsoft Office, Microsoft Windows requests and more.• Using Microsoft Server 2008+, Lync Server and SCCM to process user queries and perform other tasks.• Analysing user requests and incidents to ensure resolution times meet SLA agreements between DATACOM and Vector.• Providing support for all applications within Vector.• Using McAfee EPO server software to encrypt, decrypt and manage devices for end users of Vector LTD.

Auckland, New Zealand

• Handling staff inquiries face to face or over the phone• Supporting more than 100+ workstations / desktops• Giving best practice recommendations to the CEO for future implementations of IT Infrastructure• Managing virtualization of VMware vSphere Hypervisor and ESXi• Implementation and management of Microsoft Server 2008 and SBS2011• Implementation and management of Microsoft Windows XP, 7 and Windows 8• Implementing and managing Microsoft Exchange 2007 and 2010• Implementing and managing Active Directory, DNS and DHCP• Analyzing Event Viewer logs to find errors and problems associated with the current server or workstation• Implementing and managing SharePoint 2010 and Internet Information Services (IIS)• Managing WAN and VOIP support• Managing and supporting new hardware such as routers, wireless routers, switches, servers, desktops, network cabling and IP Phone Systems.• Management and support of IBM, HP, Dell and fully customized Servers• Implementation and management of Microsoft SQL Server 2008• Website design & programming languages (JAVA, C++, HTML, XML, MySQL, SQL, PHP)• Support software packages such as Microsoft Office 2003, 2007 and 2010 (Excel, Word, Outlook, Power Point, One Note, Project, Visio)• Implementing the newest protection software’s such as Trend Micro and Shadow Protect• Ensuring that all systems are functioning correctly, securely, efficiently and are providing the best performance for all end users

Auckland, New Zealand

- Managing and leading staff- Ensuring customers get the best service- Accounting is done on a daily basis- Handling high amounts of cash at all times and ensuring it is safe- Following strong processes and procedures in place to ensure that all staff and customers are safe and secure