Jack Cooper Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Desktop support; to the exacting standards dictated to by head office, in the office areas, executives and the dealing room floor.Software experience; Office 2007-13, Lotus notes, Bloomberg, IRESS, Reuters, Blackberries and iPhone technology.Assisted with outlook migrations, windows 7 migrations and trade floor PC builds.Relocated groups of users between floors in Deutsche Bank PlaceWork extensively with VDI technology and aided users in transitioning from PC’s to thin clients.Have moved from, back office support, to front office support and am capable of being flexible enough to fill necessary positional gaps.I have adopted the lead technician role within the back office team and am not only responsible for my own work and ticket volumes but that of my colleagues.Part of my current role is to manage sensitive SLAs and ticket volumes within my queue to adhere to the standard set out by the client.I am also responsible for maintaining and troubleshooting our mobile phone fleet, both IOS and blackberry models. Managing the Asset Management system and performing quarterly checks and asset updates on all devices in the office.

Mayo Group Sydney

Provided Face to face support as the single point of IT assistance I was responsible for all break fix tasks for Mayo Group which needed to be handled in a calm and professional mannerManage the IT assets, spare desktops, phones and peripherals. This included ordering new stock and disposing of older obsolete materials.Training the Staff on new technologies that the company introduced. This also included IT tips and tricks for new joiners.Setting up all Video Conferences for staff and maintenance of the equipmentImaging of desktops with the Mayo Group brandingIOS phone support for usersTicket management and maintain appropriate SLAs for the user base

Mcgraw Hill, Sydney

Provided deskside and remote support to users on several of McGraw’s sites. Resolved account issues utilising their Account directory and exchangeApplying the McGraw Hill system images to all deployed devices for either the Finance or Education branches of the company.Installation of both static desks and hot desk configurations for users, including Targus docks for laptops and appropriately cabling stand-up desks. Troubleshooting networking issues users faced within the company from the physical layer, down to the network OSI layerSupporting various in house applications unique to the company, including basic troubleshooting and installation of newer versions as they were rolled out

Sydney, Australia

Resolution of calls escalated by the service centre to a level two field technician.Resolution of problems and subsequent call logging using both the in house Connect Wise ticketing system and the client’s remedy system. Handled varying versions of Windows OS and office suites. As well as each client’s individual imaging systems.Rebuilding of machines to various client specification.Small project work involving physical relocation of office desktops and large scale reimaging of client PCs.Refreshes of clients computer fleets.Managing IPFX systems.Meeting contracted SLA’s.Maintenance of many smaller clients Active Directory databases to ensure new users were added and ex-employees removed. This included assigning appropriate network path security access for each individual’s needs.Supporting both Active Directory and Microsoft Exchange requests.Being able to trouble shoot dozens of varying client environments to deliver the appropriate IT help they required.Troubleshooting VPN and remote access issues for users over the phone.There were over 40 clients that I provided remote support for, including desktop and server support.

Diploma, Network And System Administration/Administrator

Hsc

Completed years 7 through 12