Chris White Email and Phone Number

- Security Clearance- Vulnerability Management- System/Application patching- Administration of Firewalls- Firewall and DNS log Analysis- System Hardening- IDS and IPS incident response- Contributing to documentation and KB Articles- Change implementation- Maintain and Monitor Antivirus solution

- Supporting internal and client infrastructure- Support Windows and Linux Environment- Patch Management- Administrating Cloud Enviroment- Desktop/Laptop rollouts- Implement Change's- Working on internal Incidents/Requests- Support Video conferencing- Contributing to KB articles and Technical Documentation- Active Directory- Implement Group Policies- Managing Backup's / Snapshots- Monitoring of Network and Servers- Managing Archive Solution's- Google Admin- BetterCloud- Google Apps- Onelogin

- Managing a team of 6 Fulfilment Analyst and Team leader- Implement and streamline process and procedure's- Create and Implement Key Performance Indicators- Continual Service improvement- Conducted One's on Ons on regular basis- Implemented Personal development plans for individuals- Conducted end of year Employee Appraisals- Conducted end of Probation Employee reviews- Hiring and interviewing of new staff- Pre-employment Testing and Personality Assessment- Conduct performance plan - Training and Mentoring the team- Created a supporting and High Morale Environment- Managing unsatisfactory performance when needed- Oversee Rapid Device Deployments - Created Self Regulated Team- Implemented Monthly Customer Satisfaction Survey- Monthly reporting of KPI's, Customer Satisfaction and Utilisation- Capacity planing/Forecasting- Driving the team to meet and exceed SLA's- Adhere to OLA's- Liaising with Upper Management- Liaising with Customers & Vendors- Ticket Management- Contribute in on boarding of new customer's through planning of policies and procedures of procurement and repair of device's- Ensure Asset Database is up to date and Accurate information is recorded

- Managed a team of 8 ranging from level 1& 2 Techs's to Engineers- Member of CAB (change advisory board)- Stream line process and procedure- Continual service improvement- Day to day management of the team- Team specialised in Blackberry, Good Technology and MobileIron- Call queue management- High Severity Incident Management- Problem Management

- Leading a team of Level 1 and 2 Techs- Training team- Continual service improvement- Regular meetings with key customer contacts- Customer point of contact- Call queue Management- Mentoring staff- Liaising with other departments of the business- Liaising with Vendors- Day to Day running of the team- Conducting Interviews and Hiring of new staff- Driving the team exceed Customers SLA's- Make sure the team is in compliance to the policies and procedure for each client- Adhering to the Privacy Act- High Severity Incident Management

- Escalation point for Level 1 Techs (Technical and Customer Escalation)Supporting the following:MobileIron, AirWatch, Good Technology, Blackberry, BES, BAS, Android and iOS devices- Writing Technical Documentation- Mentoring Level 1 Techs- Testing new devices- Managed device deployments for clients- Backup Team leader- Escalation point of contact for clients- Travel to client sites around Australia for support and deployments

- Make process improvement requests and work with other departments within the company to enable these to take place. - Providing advice to consultants on the floor to assist them in dealing with complex customer faults.- Working through various tasks queues in Web AC to ensure that orders placed are processed as ASAP.- Liaising with venders to help resolve complex faults (Vodafone, Telstra, Bearing Point).- Working with other internal departments to improve the in house system a (WEBAC) and improve processes to make the call centre more efficient.- QA coaching (call monitoring and coaching reps on any improvements they could make for customer service).- Mentor and provide advice to our front line staff to help them resolve end user inquiries.- Provide Backline software support for our in house ordering/billing system called Web AC.

- Managing Incidents – Tracking severity issues, case management, and following escalation procedures- Technical Support for corporate customers - Solving users software problems remotely and troubleshooting hardware faults- Lotus Notes – Troubleshooting, setting users up & installations- Active Directory – Managing user accounts- Novel – Creating user profiles & managing accounts- Bassil/AS400 – Managing user accounts & printers- Basic Citrix- Unicenter Remote Control - Dealing with irate users- Working in a large team- User Requests

- Working in a large team (26 members)- Troubleshooting- Hardware & Software support- Technical advice- Problem Solving- Dealing with Escalated complaints from the Team- Basic Administration of Databases- Hardware & Spart part Procurement- Customer Service