One of the fastest growing IT companies in Australia for the 3rd year running. Looking after a constantly growing team of 15+ skilled service desk and project engineers supporting Azure, AWS, Cisco Meraki, Office 365, VPN, SIP and everything else IT related

Engaged as a remote consultant and relocated back to Australia as the most senior member of the Global VIP Executive IT team. Ongoing project management, providing leadership & direction via phone, email & video conference on business processes and advice on technical solutions.

Appointed as VIP IT Executive Support, an all-encompassing role to comprehensively support the top executive management in the head office, as well as their assistants, the office environment, network and technology refreshes, improvements, migrations, software rollouts and more.Coordinating projects with tight deadlines, liaising with suppliers, vendors, contractors and all areas of IT & management, while keeping abreast of movements and trends in the IT market at large are just part of my responsibility.Key accountability includes driving forward the integration and usability of all facets of IT, complying with security best practices, coordinate time-critical projects amongst multiple business units and external consultants.Selected Highlights Include:• Instrumental in delivering multiple projects• Selected to represent IT in a companywide GALLUP initiativeAdditional details & responsibilities withheld for security reasons.

Full administration of a Linux VPS• Ubuntu Linux server• Apache• MySQL• PHP• IPTables firewall• Full automated & remote backups• Secure shopping cart• Mail notification of any system issues• Troubleshooting Apache/MySQL/PHP performance issues on website• PHP/Apache performance tuning• DDoS mitigation• Server log analysis

• Full administration of a Linux server• Ubuntu Linux server• Apache• Samba file & domain controller• Squid proxy cache• Cron scheduler• DHCP3 server• NUT UPS monitor• NTP server• Linux Software RAID (mdadm)• Full automated & remote backups• Mail notification of any system issues• Management of all switches, routers, wireless access points• Customised Joomla based website (Apache, MySQL, PHP) (decommissioned)• Office VBA custom macros

Appointed as a Level 2 Network Support technician and served an essential role in a number of migration projects, provided jeopardy management for complex faults and VIP Top-20 customers.Key accountability included network migration supervisor, primary escalation point for migration issues, jeopardy case and customer management, team workload management, provider quality assurance, and handling customer escalations.Selected Highlights Include:• Supervised nation-wide customer-facing migration projects and worked closely with management to achieve greatly improved customer satisfaction by reducing resolution times of any high-profile faults.• Earned the respect of senior management through my proficient handling of fault escalations, jeopardy management and authoring of comprehensive technical documentation.

Appointed as initially a Level 2 network support engineer as part of a small team reporting directly to the Operations Manager, I later worked closely with Level 3 network engineers, as essentially a Level 2.5 engineer, working on the more difficult faults, outages, ongoing problems in the core network, handing escalations, post incident analysis and report preparation including mitigation plans, and proactive network monitoring. Specialised in the latter stages in VoIP faults and deep packet analysis.Key accountability included work closely with upstream providers to resolve outages, congestion and facilitate migrations. Primary escalation point for VoIP & complex data troubleshooting using Wireshark packet inspection for broadcast storm, routing, and packet loss issues on a national level as the trusted VoIP specialist in the team.Selected Highlights Include:• Established a solid trust relationship as a capable network engineer with management, level 3 engineers and field techs.• Conducted post incident investigations into national level outages in Ethernet, Fibre, NBN, MPLS Networks, VoIP, etc.• Tackled advanced VoIP & data troubleshooting using Wireshark packet inspection and became a trusted VoIP specialist, assisting the engineering team with complex customer faults.• Proactive network monitoring using Cacti, Nagios/SNMP, and 24x7 support of Cisco & Juniper core network equipment.

Appointed as a Quality Assurance Manager for a team of 7 technical sales members and franchisees to assure quality delivery to customers, handled complaints and followed up technicians’ site visits with courtesy calls or in person.Key accountability included providing professional guidance to team members so they could better serve clients, significantly improve overall customer satisfaction, quality control and overseeing small to medium enterprise business projects.

Appointed as a Support Desk member initially, where I rose to the role of Supervisor, reporting directly to the Head of Infrastructure. I implemented an ITIL-aligned incident management system, virtualisation of production servers, SOE process creation, testing, rollout, and AD migration.Key accountability included providing support for over 180 staff nation-wide, monitored fault queues and team workloads, escalating issues with management, negotiating with vendors, administering network infrastructure, server, desktops and printers.

Provided technical assistance to students and staff via email, phone and in person• Used University-wide INFRA helpdesk software to track and manage calls and prioritise requests, including call escalation• Account creation, management and suspension (e.g. violation of AUP)• Internet/Apache support/web-related issues• Programming/maintenance of Unix scripts, C & Java• Unix process management on heavily loaded systems• Other issues (mail, newsgroup, print queues, quotas, proxies, software usage, viruses, etc.)• Trained new staff on helpdesk procedures and INFRA helpdesk Software

2x Contract: July 2003 - July 2003 & February - April 2004Support to 120 branches & 700 PCs internationally during software roll-outs & AD migration