Daniel Dickson Email & Phone Number

• Resolved I.T requests on the mobile via calls, texts, emails, walk-ups and tickets. Supported with MDM for mobiles/tablets and Office365 admin.
• Supported events and more than 35 sites around Queensland mostly kindergartens and other small educator sites.
• Provided remote support to users working from home and calling from other sites. I would provide end to end service either remotely or organising a replacement and booking the site visits.
• Worked on projects for the company, enhancing their overall IT capabilities, particularly for the sites with their internet and phone setup.
• Provided Level 2 support to the staff at Head Office, and monitored the network and fixed printer issues in the back end when required.
• Worked closely with the executive team to reach IT support objectives.

• Resolved tickets on the help desk for the business systems IT support team for the procurement division of government.
• Trained in the applications and online systems to better serve the client.
• Provided insight to the manager regarding system innovation and development.

• Answered calls in a team as part of a queue for front line L1 and L2 support on the Service Desk.
• Created tickets and resolved on first call or allocated it accordingly, and the ticket queue which had email and voicemail.
• Provided remote support to users working from home and at other sites.
• Handled new starter accounts as well as providing account support within Active Directory.
• Provided Level 2 support to the facility and its contractors and partners, and monitored the network.
• Trained in and supported the applications for the user base which were specific to Building, and supported the users with many programs and systems.

Redbank Plains, Queensland, Australia

• Provided helpdesk technical support for all staff members. Created and followed up on tickets, and answered calls supporting the staff across multiple sites either by phone (remote access), email, or in person.
• Performed desktop support tasks with workstation setups, procuring and imaging computers, and the provision of any other equipment. Completed the setup, security and hand over of work mobile phones and computer.
• Offered desktop support to anyone that required it with walk-up queries. Assisted manager with other tasks by phone, email or chat and worked on internal I.T documentation.
• Helped the team with account management on Active Directory, and supported users working on local Windows 10, 7 or XP operating systems. Completed new starter tickets to ensure the accounts is created and the desired.
• Managed accounts on Active Directory, and supported users working on local Windows 10 and 7 operating systems.
• Assisted staff remotely for VPN and other technical issues while working from different locations, or from home.

Provided complete IT support for all staff based at head office and the Help Employment and Help Disability sites around SE-QLD.Support was offered in a variety of ways including face-to-face, over the phone, remote desktop, mobile, and emails.Imaged and setup applications for laptops, desktops, and other devices.Worked on organising and delivering.

Deployed images to PC's and sent out equipment for existing or new users across the company, and installed software specific to the people receiving the machines.Handling the builds for all users in Australia required case management, loan laptops, talking with the users, shipping, and quality assurance.Provided local IT support to staff in the building as.

Brisbane, Australia

• Received calls in a queue and provided remote IT support to the user to fix any IT issue ranging from application problems to system errors or just general IT assistance. Sometimes face-to-face interactions as well.
• Provided troubleshooting for the IT systems and applications that lawyers use such as: Word, Outlook, Document Management System, Virtual machines, Chrome/Explorer, Citrix Receiver, and 3E Global.
• Performed admin tasks daily for the following systems: Exchange, Mitel, Active Directory, DMS, BlackBerry UEM, RSA, and VMware.

Brisbane, Australia

Gave support to Staff & Students in a busy higher education College that was predominately creative arts and used a lot of AV equipment, Apple Mac's, and Microsoft Desktop/Laptops.

Brisbane, Australia

• Monitored incoming service requests and incidents, self-assigning them and would take ownership of the jobs to see them through with the user. The end user was a Staff member from various departments & projects.
• Fulfilled requests for new starters by setting up the desk and providing all necessary equipment to that the staff member as required by the new-starters ticket log. Desks would have dual screens, docking station(s).
• Completed a check list of important tasks to every machines after image deployment to get them ready for the staff member, sometimes handling sensitive work data migration.

Brisbane, Australia

• Acted as the first point of contact for customers calling with issues with their Apple equipment, and provided support to fix iPhone, iPad, iPod issue or escalate when necessary.
• Met KPI targets and ensured 90%+ customer satisfaction by providing high level of customer service to callers.
• Ensured strict compliance with operating policies and procedures.
• Problem resolving and thorough diagnosis troubleshooting with the customer involved in the process.

On-call 9-5pm Monday-Sunday taking jobs from anyone in the entire Brisbane area from Chermside to Beaudesert and Ipswich/Western areas as well. I utilized a website with an email booking system and advertisements in the local papers to gain jobs and build a client base.