Greg Thornton Email & Phone Number

Dubbo, New South Wales, Australia

Dubbo, New South Wales, Australia

• Overall day-to-day management and supervision of local engineer team, which consists of anywhere between 3 to 8 staff
• Attend weekly/monthly customer meetings with key stakeholders on both the customer side and internally to discuss service management issues and any in-progress BAU work
• Report on and manage BAU ticket workload across the team. This would include tracking of ticket SLA performance, customer contract effective rates to gauge profitability
• Handle recruitment, interviewing and hiring for local team
• Work closely with National Engineering Manager and other region TTL’s to improve processes and other team performance goals
• Collaborate with Sales team and Service Delivery Managers to ensure we are providing the products and services our customers require

Dubbo, New South Wales, Australia

Dubbo, New South Wales, Australia

• Provide industry leading customer service to our customer base
• Provide escalation support to Support Engineers and to assist, mentor and coach them to improve their technical skills
• Assist with the design, implementation and documentation of customer projects in-line with industry best practices
• Provide support to our customer base on a wide variety of platforms and technologies including Windows Server, Exchange Server, SQL Server, Hyper-V, VMWare and other technologies as and where required
• Provide formal and informal training to peers, support engineers and other Anittel colleagues
• Assist and engage our sales team to scope and deliver products and projects to our customers

Sydney, Australia

• The Sydney Projects Team adhered to a variant of the PMO project management structure and focused primarily on new projects for the current customer base, as well as project work for new business. Responsibilities:
• Implement key infrastructure solutions and upgrades for customer environments
• Escalation point for Infrastructure Team to troubleshoot any customer technical issues
• Draft Statements of Work and detailed design documents for new project work
• Attend client meetings as technical resource to discuss project work and guide customer on key design decisions
• Work closely with Sales and Account teams to draft proposals that include labour estimates and high-level solution design

Sydney, Australia

• Spent over five years as a technical engineer and team leader in the Infrastructure Team. The infrastructure team was responsible for the day-to-day management of customer networks and server infrastructurs, 2nd and.
• Perform daily infrastructure health checks of customer environments and action any issues raised
• Complete monthly infrastructure and capacity reports for customers and attend monthly meeting to review
• Adhere to ITIL framework for all incidents, service requests, problems and change management
• Perform 3rd level support and act as escalation point for service desk engineers for any customer issues
• Commit to weekly 24/7 on-call roster for fully managed customers

Bedford, Nova Scotia, Canada

• I worked as part of a small consulting team that was responsible for the on-site I.T. support of about 5 small to medium sized businesses in all types of industries. These include a telecommunications company, a.
• Advised clients on the purchase of new computer hardware and software
• Implementation and support of new and existing server solutions, consisting of Microsoft products such as Microsoft Windows 2003 Server, Microsoft SBS 2003, Windows NT 4 Server and Microsoft Exchange Server 2003/5.5
• Management of domain and Exchange email user accounts as well as a little bit of SQL user management
• Support and implementation of desktop and laptop computers with a range of operating systems including Microsoft Windows XP, Vista and Windows 2000
• Responding to day-to-day computing requests by employees

Burlington, Ontario, Canada

• During the 5½ years I worked with Cortech I helped support and maintain several unique computer networks in a wide variety of environments, including a leading law firm consisting of around 60 employees, a number of.
• Travelled to client locations and responded to daily I.T. requests and problems (standard on-site desktop support)
• Purchased and implemented new computer hardware and software such as desktop PC’s, laptops, hard drives, switches/routers and new Operating Systems
• Kept clients up to date on status of PC’s and networks, recommending appropriate upgrade solutions
• Took leading role in several upgrade projects including a Microsoft Exchange 2003 implementation in a new messaging environment. Also performed several upgrades from Windows 2000 Server to Windows 2003 Server
• Assisted with installation of network topology in new and renovated office environments including installation of network lines, patch panels and switches