An ICT professional with 17+ years of proven expertise in support and optimizing performance of hardware and software; including installation, configuration and preventative maintenance. Resolved network connectivity issues, provided onsite and remote support with effective troubleshooting, achieving efficient issue resolution with maximum customer satisfaction.INFRASTRUCTURE & NETWORKS► ITIL Foundation certified with 13 years applying ITIL practices in IT Service Management (ITSM).► 10 years in Lvl 2 and 3 years in Lvl 3 with 12+ years as an escalation point for complex problems.Specialist in network provisioning, Palo Alto firewall admin, monitoring network performance and problem resolution.► 13 years’ experience in systems and desktop engineering in the upgrade, installation and management of MS Exchange, AD, SCCM, VMware, vSphere, Hyper-V, XenDesktop VDI and Sharepoint.► Cisco certified with experience in IoT, WAN, LAN, VLAN, MPLS-VPN, IP Networking, Ethernet, ASA, ADSL, ISDN, 4G/5G, Satellite, Microwave link, wireless projects with up to 90 sites.► 13 years in UC and IP Telephony/VoIP, having worked with Mitel, Polycom, Cisco, Skype for Business, IM, video conferencing and PABX.SYSTEMS ADMINISTRATION & SUPPORT► 15 years engaging external customer stakeholders to C Suite, Project Managers & Directors, GMs, Suppliers/Partners, Account Managers, Consultants, Senior Managers and DevOps Engineers.► 15 years working with vendors including Cisco, Palo Alto, Aruba, CradlePoint, Citrix, Microsoft, Telstra, NetScout, Solarwinds, Sinefa, Polycom, Ubiquiti, Wave1, Toshiba, Dell, HP, Ricoh, Fuji-Xerox, Blackberry, Apple, Android and APS.► Designed solutions and chartered decommissioning plans, implemented process/system optimisation and best practice definition.► 15 years in systems administration and support including Windows XP, 7, 8.1, 10, Server 2003, 2008, 2012, 2016 and Active Directory, Exchange, SCCM, Teams, Skype for Business / Lync and Office 365.