Christopher Bain Email & Phone Number

Melbourne, Australia

Melbourne, Australia

SOE ManagementApplication PackagingCitrix Application DeploymentVDI ManagementSCCM Infrastructure Support

Melbourne, Australia

SOE ManagementApplication PackagingCitrix Application DeploymentVDI Management

Melbourne, Australia

• Deployment Design and Implementation• RCA and Remediation• Mac OSX Imaging• Change Management

• Deployment Technical Lead for migration of software deployment from Group Policy to SCCM 2007.• Provide estimates for Project Deployments.• Complete Quality Assurance tasks for other staff's deployments.• Undertake RCA tasks

• Provide quotes for new work requests.• Manage incoming work and the client expectations.• Raise appropriate change control records.• Create work flow jobs for work requests• Communicate status updates to clients.

The SPMS (Software Platform Management Services) team manages client’s end user environments, consisting of end user workstations among other end user devices. As a member of the SPMS team, I have completed the end to end cycle for software packaging and software distribution to enterprise environments some of the clients are as follows.Supported a number of different clients from different industries such as the following; NAB, Westpac, AGL, Tru Energy and State and National Government departments. Application Packaging:• Building packages to the specifications of the client to integrate into their IT environment.• Building packages with all installation settings configured such as installation directory, application license key, etc, so that the installation of the application is managed by the client and not the clients staff.Software Distribution:• The deployment of applications, ranging from web browsers such as firefox, to Microsoft Office and client’s in-house developed applications to a client’s environment on a mass scale, some applications targeting most or all of the client’s users.• Deployment of the monthly Microsoft Security Patches.• Deployment of Antivirus applications and definition/update files.Queue Coordinator:• Managing the inflow of packaging and distribution requests to the local factory from Client’s and IBM Account Management staff to the available and appropriate staff within the local factory.• Ensuring that incoming requests have the information required for a request to be completed• Ensuring that on completion of a request that the request records are closed with all appropriate information.

The CSC (Client Service Centre) completes both business and after hours technical support for a large variety of clients. Some of these clients are; NAB, Westpac, AGL, Tru Energy, Myer and a number of Government clients.As a CSC Consultant, I had a number of responsibilities;• First instance problem resolution where possible.• Management of high severity problems through to their completion, including engaging support teams if required on a per issue basis.• Monitoring of 24/7 mail box on shift for incoming helpdesk engagements.Also while part of the CSC I completed a short stint as an ITS (Integrated Technology Services) Shift Leader. This position involved managing the incoming IBM hardware and software support engagements via phone, email and through a variety of queues. As part of this position I assisted consultants with the assignment of these engagements if required. This role also involved verbally notifying support teams if within supported hours and of a high severity.