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Working for Zendesk as internal IT.

As a Technical Consultant I am responsible for implementing our IT as a service strategy throughout the business. My role encompasses a broad spectrum of responsibilities, from reaching out to various teams to better understand their requirements and day-to-day challenges as well as provide technical solutions so they can be as productive as possible. The role has a high focus on customer service, supporting internal users via digital methods of working utilising existing or new cloud technology platforms. This is accomplished using an agile methodology and a commitment to continuous improvement. As a customer focused position, my days vary between support, training or consultation with business stakeholders or external vendors and working on ongoing projects.Key responsibilities and tasks completed:Project management for a variety of ongoing projects including new Cisco Video Conferencing endpoints,Office Uplifts and management of both cloud and internal infrastructure systems utilised by the company.Escalation point and mentor contact for Technology Advocates in the support teamProduce, present and disseminate training workshops, materials and Agile Iteration planning, across a variety of platforms and systemsConsultation with internal teams on current tool sets, pain points and ways to overcome redundancy via new systems or task automation.Project scoping, planning and due diligence on new softwareDaily management of key systems such as Zendesk, Office 365, SCCM, Casper, Okta and Active Directory.

REA Group Limited (ASX:REA) is a leading digital business specialising in property. Listed on the Australian Securities Exchange (ASX) in 1999, the Group operates Australia’s No.1 residential and commercial property websites, realestate.com.au.Responsibilities includedResponsible for daily management of all corporate infrastructure. LAN, WAN, Servers, Cloud based SaaS and PaaS environments. Acted as technical liaison between the engineering and support teams and provided key stakeholder management for ongoing major projects.Project management for a variety of ongoing projectsActed as escalation point and mentor contact for Level 2 support teamProduced, presented and disseminated training workshops, materials and Agile Iteration planning, across a variety of platforms and systemsProactively managed problem management and identification\resolution to minimize disruption to key business systems. Creation of new policies and procedures for support and change management in accordance with ITIL frameworkUse of Agile methodologies for project planning and iterationActed as stakeholder liaison for various departments across the business from Sales to HR, Procurement and AnalyticsDaily management of Windows and OS X servers (ON PREMISE) (VMWARE Vsphere) & (AMAZON) Office 365 Administration and powershell scripting to resolve support issuesGeneral Server Administration tasks (Backups, troubleshooting, upgrades)TechnologyAmazon EC2VMwareActive DirectoryOffice 365Windows 7Windows 8OSXCisco HardwareJiveBoxJiraZendesk

REA Group Limited (ASX:REA) is a leading digital business specialising in property. Listed on the Australian Securities Exchange (ASX) in 1999, the Group operates Australia’s No.1 residential and commercial property websites, realestate.com.auAs the sole Technical Support Engineer in Sydney, it was my responsibility to provide support to a staff of 80 employees onsite, as well as providing ongoing support for all offices across Australia for a company of 600 employees.Responsibilities includedInstallation and configuration of Desktop and Notebook PC’s across the companyProvided desktop support in a Windows, Citrix and Mac OS X Environment across a variety of mediums, including phone, face to face and email inquiries Coordinated major projects, such as the migration of company file servers into Box.net and served as the IT project manager for re-location of major offices for both Sydney and Brisbane, including all IT comms and data link relocations, planning of office infrastructure wiring and telecoms, Co-ordination of contractors, suppliers and internal engineering. Provided support for mobile devices IOS/Android, including set up, troubleshooting and testingDaily management of DFS file serversOffice 365 administrationFulfilling office Administration duties including ordering\auditing\electrical infrastructure and suppliesMonitoring and management of user accounts in Active Directory\Office 365, including creation, deletion and archival of accounts Producing and disseminating training materials and technical manuals, including delivering on site training Managing intranet sites to deliver training/briefing informationCreation of new policies and procedures under an ITIL framework, facilitating changes to our framework to adapt to a more agile method of service.Traveled interstate to deliver individual training and support services at various offices. Technology OSXWindows 7CitrixiOS\AndroidJiveBoxJiraZendesk

WSN is a major waste services provider, encompassing waste collection, recycling and landfills. As a government department, WSN is a state owned corporation controlling multiple sites in the Sydney area including Eastern Creek, Camden, Moruya, Moss Vale, Auburn, Seven Hills, Chullora, Ryde and Artarmon. The company has since been privatized.Responsibilities included:Installation and configuration of Desktop PC'sDesktop support in a Citrix environmentDaily management of a variety of servers containing SQL and SUN databasesDaily Backups Office Administration including ordering and auditingSupport for digital PABX systems on multiple sites. Creation, deletion and archival of user accounts in Lotus Notes and Active DirectoryAccess and security passes for site facilitiesOn site support for all WSN facilities

Trivett Classic is a large scale motor dealership selling prestige vehicles, service, warranty and parts. The group consists of around 15 sites located in Parramatta, Surry Hills and Alexandria.Responsibilities included:• Maintenance and configuration of LAN and WAN infrastructure.• Installation of parts data and catalogue systems• Daily management of Exchange Server’s both 2000 and 2003• Process manuals• Installation of desktop pc’s and software rollouts• Desktop support• Hardware rollouts• Staff training• VOIP Phone Systems• Alarms• Wiring

Gateway is a large PC company which sells pre-configured PC's to consumers. It is no longer a running operation in Australia.Responsibilities included:Diagnosing and resolving technical issues over the phoneAssisting the support team in creating better processes and documentationMy main role at Gateway was to assist clients with technical issues over the phone. My job ranged from taking a client through a format and reinstallation of their system to installing a motherboard with a novice user. I worked to a quota each day and in my time there faced hundreds of different technical issues involving modems, networks, display problems, DVD and multimedia issues as well as customer inquires. I experienced a hands on approach to the installation and maintenance of PC hardware and software in my many training sessions which continued on a monthly basis. My experience at Gateway taught valuable client relation skills and effective communication. I dealt with customers on a one to one basis as well as doing specific calls for my supervisors when they were unable to do so themselves. On many occasions I was required to spend several hours with dissatisfied customers and was always successful in ensuring the client was satisfied. My job at Gateway was an invaluable experience and gave me the skill set required to resolve a clients issues in a polite, clear and understanding manner.