Garry Cassar Email & Phone Number

Sydney, Australia

• Support corporate network, Active Directory, Exchange 2013, group policies, security patches / updates and software deployment using SCCM.
• Implement, update and maintain desktops, peripherals, mobile devices and Avaya VOIP network.
• Supporting video conferencing equipment, live meetings, and projectors.
• Security projects such as Trend Micro, malware remediation, Sophos disk encryption.
• Order and maintain new and loaner workstation inventory.
• Support employees in remote offices across APAC region.

Parramatta

• Solely maintain approx.3000 end users SOE systems, software, hardware and peripherals for CBA Parramatta site
• User Account, desktop / laptop / printer creation, administration within Active Directory using QARS (Quest ActiveRoles Server).
• Maintain network and system security. (Security policies, updates, patches etc.)
• Desktop/Wintel Incident/Problem management and systems support.
• Project Planning, Scheduling, Tracking, Vendor Management.
• Managing and executing offsite projects to time and budget.

• LAN Administrative duties on four different Networks (File Servers) 400+ End Users.
• First level support for Managing Director, Board of Directors and Managing Directors Executive Committee.
• Understanding and compliance with EDS’ Quality Management Systems incorporating activities such as ISO (International Standards Organisation), OSAC (Operating System Audit Compliance) and ITO Audit Processes.
• Maintain inventory of reports, vendors, proposals and interfaces.
• Manage ad-hoc projects successfully to completion within agreed target dates
• Communicate regularly on project status to the customer and/or Project Managers

• Provide onsite or remote support for one of the following user systems (desktops, laptops, printers, peripherals, handhelds, servers, LAN’s, WAN’s, WLAN’s) according to contract specifications.
• Perform support activities including monitoring, back-ups, imaging, patch implementation, incident resolution, account maintenance, system upgrades, and data migrations.
• Conduct complex hardware, software, network troubleshooting and problem resolution within IT systems environment. Repair or rebuild systems to appropriate specifications.
• Keep abreast of functionality of new systems and act as a team leader on complex projects. Train and develop team members.

• Consulting on client business requirements
• Providing standard technical solutions in order to meet requirements
• Research and delivery of non-standard solutions where required, while ensuring sustainable and cost effective support by EDS teams.
• Facilitating capital purchases in order to deliver to client business requirements.
• Liaison with EDS’ vendors and partners to ensure that service delivery obligations are met.
• Identifying “out of contractual scope” business requirements, and liaising with the EDS delivery teams to ensure that legitimate business requirements are met.

Camperdown

• To ensure that all customers of Intuit / Reckon Software receive premium technical support and are left with a pleasant impression at all times.
• To handle first-line customer complaint calls.
• To make sure that all support team members have a thorough working knowledge of all products sold and supported, and in some cases the need to implement training procedures accordingly.
• Responsible for a 24 hour turnaround on all incoming support correspondence- Faxes, E-mails.
• To report to management using “Q-View F600 PABX’s” software on a weekly basis the performance of the support department and suggest any alternative action necessary to enhance performance.
• Responsible for the supply, distribution and monitoring of replacement and update software.

High School

Diploma In Information Technology, (Network & Pc Support) With Distinction