Drew Taylor Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Mountain View, California

Mountain View, Ca

UpGuard, formally ScriptRock, is the system of record for the cloud and data center.As a Platform Engineer I work on the back end services focusing on Docker, CoreOS and Golang.

Mountain View, California

ScriptRock is the System of Record for the cloud and the data center.ScriptRock’s collaborative web-based interface, agentless configuration discovery and executable test documentation allow IT teams to easily blueprint, automate & validate complex business systems in order to achieve enhanced system performance and security.Companies in regulated industries such as financial services, energy and health count on ScriptRock daily to guarantee their systems.

Melbourne, Australia

Managing 13 staff members across three teams:NOC - Team handles Pentana Solutions customers WAN's and LAN's as well as Cloud support. Team specialises in CISCO, VM Ware, Windows Server and Communication.Systems: 4 engineers who handle all Unix/Linux request for Pentana Solutions customers. Spealises in AIX and Red Hat as well as server hardware.Install team: 3 engineers who configure and install servers and networks for our customers.My main focus is growing the team and making our customers happy. This is performed by handling escalations, training, HR issues, recruitment, induction training and on going training.

Web Site Hosting/Design & I.T ServicesResponsibilities:Day to day support of client technical issuesSetting up new user domains, email and hosting accountsWalking customers through the initial steps of web site designLiaising with developers to ensure customer satisfaction during creation processOnsite I.T support, covering Windows OS and Windows ServerI.T training in MS Office Applications and Windows OS

VOIP compliance testingResponsibilities:Creating compliance tests to be run on VOIP telephony devices.Tailoring each suite of tests to each product and manufacturer.Updating all compliance tests for new hardware or upgrades to existing hardware features.Running through all tests on assigned hardware for large 3rd party Telco.Reporting any and all bugs to the manufacturer through an internal process.Confirming that all, and any, 3rd party software products work correctly with each device.Setup a test lab used at Fujitsu to do onsite testing. This includes servers (Windows 2003 server), routers (CISCO network) and CPE devices.Configuration of test lab for each new device.Testing interoperability of the CPE with Broadsoft . These features are invoked by sending specific SIP messages to the CPE from the Broadsoft AS. The CPE must interpret the message and operate as expected.Taking ownership of each tested product and following it through to front start to completion, and hand over to the client.Deliver client training for new products, and advise of any issue with the product.All features provided by the CPE and not provided by Broadsoft must be tested for interoperability. These may include, but are not limited to, codec choice, hold, transfer, conference, etc. Ensuring the interoperability of the CPE with Clients existing fixed and mobile telephony networks. Hardware/Software used:Mercury Quality Center (test platform)Windows Server 2003CISCO Switches and RoutersWireshark; Used for taking traces of network activity.Broadsoft; The VOIP platform.Call Centre ManagerTelstra ToolbarSample of tested hardware; Polycom Phones, Linksys IAD's, CISCO Phones, DECT based systems by manufacturers ASTRA and KIRK, and many more.

Supporting the staff on the phones by answering technical questions or taking escalated calls.Liaising between the Service Desk Team Leader, and the staff to relieve pressure on the TL.Making sure all procedures and technical information are up to date, easy to read and correct.Attending meetings with other departments to encourage more communication between them and the support desk.Training new staff.Interviewing and hiring staff.

Level 1, 2 + 3 Corporate ISP Support.Responsibilities:Managing each incoming call to completion by monitoring the open ticket, updating it daily, and keeping contact with the customer.Actively clearing the incoming ticket queue that are emailed in to support by customers.Performing remote reboots and remote hands for customers with onsite telehoused connections and servers.Dealing with a wide range of products from ADSL, to Fibre, to Hosted Services and a plethora of other technologies.

- Taking incoming calls from Ericsson PABX technicians who are on-site at customer’s premises and advising on hardware/software issues.- Taking escalated programming tickets from the faults group. Calling back customers and assisting with their issues.- Making sure all bugs are fully documented and tested then sent to the PABX team in Sweden.- Support for 3000 customer sites Australia wide.- Staff training and procedure writing.- Testing all new software releases to make sure they work on the current platform and they have fixed the bugs listed.

1st/2nd level phone support for 3000 PABX customers Australia wide.1st/2nd level phone support for internal Ericsson Employees Australia wideWindows and Unix environment Support.Consistently maintained a high rate of closure at first point of contact.Responsible for Print services, User accounts and Group administration on the internal NT domain.Provide 24x7 support for critical servers in the main datacenter.System monitoring, tape back ups.1st level programming support for Ericsson Business Phone systems.Perform numerous other outsourced, phone based roles.