Ethan M. Email and Phone Number

Building upon my experience as a Junior Virtual Desktop Infrastructure Engineer, I became a Subject Matter Expert (SME) for the VMware Horizon platform, serving as an experienced VDI Infrastructure Engineer. In this capacity, I excel in providing innovative solutions to complex problems within the ever-changing and demanding environment of virtual desktop infrastructure. Leveraging my proficiency in technologies such as App Volumes, Dynamic Environment Manager, vCenter, and Group Policy, I play a pivotal role in optimizing system performance and ensuring the seamless operation of our VMware Horizon platform. This journey allows me to contribute significantly to the robustness and efficiency of our VDI infrastructure while adapting adeptly to the evolving landscape of technology and user requirements.

In my role as a Junior Virtual Desktop Infrastructure Engineer, I utilized my background in service desk operations to contribute effectively to the management of our VMWare Horizon platform. Transitioning seamlessly from the service desk, I brought a strong foundation in troubleshooting and user support to the dynamic responsibilities of the position. With a keen interest in virtual desktop technologies, I was committed to acquiring new skills and applying my existing knowledge to enhance the efficiency and performance of our virtual desktop infrastructure. I was dedicated to growing within that role, bringing a fresh perspective, and contributing to the continued success of our team.

As the very first Service Desk Support professional in our Sydney office, I played a pivotal role in delivering comprehensive IT support to a diverse range of users, including front desk staff, radiologists, technologists, and executive staff. Managing a spectrum of technical issues, I ensured seamless system functionality and minimized downtime for our staff. Alongside answering phone calls, I prioritized meeting Service Level Agreement (SLA) requirements, demonstrating a commitment to efficiency and top-tier customer service. My role significantly contributed to the success of the service desk, establishing a solid foundation for providing targeted IT support in a time-sensitive medical environment.I specialized in providing close support for the Virtual Desktop Infrastructure, focusing on users utilizing the VMware Horizon platform on both thick and thin clients. This involved troubleshooting and optimizing VDI environments, ensuring a seamless experience for medical staff accessing critical applications and data.

In my role as an IT Trainee, I played a vital role in supporting students, teachers, and parents with all aspects of on-site IT. This included managing network infrastructure, conducting device setups and maintenance, providing general IT support, and actively contributing to document management. I was involved in drafting and updating essential documents, such as Acceptable Use Policies for students, ensuring they reflected current technological trends and aligned with the school's values. I successfully executed tasks such as network patching, setup of access points, troubleshooting VOIP phones and printers and assist users with their devices and any issues that arose from them. Additionally, I conducted training sessions to enhance end-users' IT skills and collaborated closely with staff to implement effective policies and procedures. My experience has equipped me with a solid foundation in networking, end-user device management, document creation, and delivering user-focused IT support within a large-scale educational setting.