Jasmine Evans Email & Phone Number

Parramatta, New South Wales, Australia

Parramatta, New South Wales, Australia

Dubbo Nsw Australia

Macquarie Park

Provide Customer Service and First Level IT Support for Australian Hearing employeesResponsibilities- Respond to incoming calls, walk-ins and self-service cases- Accountable for Service Desk mailbox by evaluating and categorising incoming emails- Provide remote technical support with a strong customer service focus to approximately 1200 Australian Hearing employees across a couple hundred sites nationwide- Follow ITIL procedures whilst completing user requests - Document, diagnose, troubleshoot and resolve faults relating to common and clinical software, hardware and business applications- Stringently follow procedure when escalating cases to higher level support, ensuring all details and troubleshooting are documented

Chullora Nsw

Provided Customer Service and First/Second Level Desktop Support to approximately 250 Volkswagen employees in a remote and client facing environmentResponsibilities- Performed troubleshooting, diagnosed and resolved Hardware and Software faults which included although were not limited to: Windows OS, Business Applications, McAfee Encryption, Mobile Security, Carrier Services, Desktops, Laptops, Peripherals and mixed IT equipment, Smart Cards, Audio/Visual equipment, Printers and consumables, Patching, Apple iPhones; iPads; Macbooks- Followed ITIL procedures and completed requests which included although were not limited to Asset and Access Management, Data Restores, Mailboxes, Network/Device/VPN connections, Security group access, Logon accounts

Macquarie Park Nsw

Provide Customer Service and First/Second level IT Support for Australian Hearing employees (Contract)

Sydney, Australia

Managed the Midrange team and component of the Data Centre build project for the Australian Taxation Office- Supervisor and initial point of contact for the Midrange team comprising of 4 technical staff- Responsible for directing technical staff as well as organising Data Centre site access, hardware relocation between sites, loading dock delivery bookings and documenting incoming/outgoing asset management details- Followed ITIL Change Management processes by creating Change events in preparation for each environmental change i.e. enclosure/blade installation, IP configuration, firmware upgrade and physical network connection- Immediately responded to priority Incident events and ensured team members performed troubleshooting and resolved faults within a timely manner- Regularly participated in meetings and provided thorough progress reports

Sydney, Australia

Supported Server Infrastructure for the Australian Taxation Office and Department of Human ServicesResponsibilities- Provided remote and after hours on-call support to approximately 5000 Wintel servers within a complex environment hosting 38 domains- Followed ITIL procedures, administered, configured, clustered, monitored, performed troubleshooting - Maintained server hardware, operating systems and software- Responded to emails and incoming calls from internal service group providers providing status information

Sydney, Australia

Provided Second Level Desktop Support for the Australian Taxation Office and Department of Human ServicesResponsibilities- Provided second level Desktop and after hours on-call support to approximately 20,000 ATO users and 5000 DHS users across multiple environments hosting 38 domains- Exclusively managed the RSA SecureID Appliance and Tokens for remote access- Remotely troubleshooted, diagnosed and resolved faults which included although were not limited to hardware, operating system, lower level domains, group policy, local/roaming user profiles, user accounts, printers, share drives, Citrix Metaframe, VPN Client, file and print servers, in-house and MS Office Suite 2003 applications- Completed service requests relating to data restores, mailbox snapshots/migrations, clustered/protected share drives, clustered printer queues, administrator rights, restricted security group access and logon accounts

Canberra, Australia

Senior Break/Fix Help Desk Technician for the Australian Taxation Office and Department of Human ServicesResponsibilities- Completed service requests and remotely provided technical support to approximately 20,000 ATO users and 5000 DHS users across 12 domains in various environments- Troubleshot, diagnosed and resolved escalated faults relating to hardware and software

Canberra, Australia

Break/Fix Help Desk technician for the Australian Taxation Office and Department of Human ServicesResponsibilities- Responded to emails and incoming calls to complete service requests and provide remote technical support to approximately 20,000 ATO users and 5000 DHS users across 12 domains in various environments- Documented, troubleshooted, diagnosed and resolved faults relating to hardware and software

Canberra, Australia

Break/Fix Helpdesk Support Technician for Telstra employeesResponsibilities- Completed service requests and remotely provided technical support to approximately 40,000 Telstra employees- Documented information, troubleshooted, diagnosed and resolved faults relating to hardware and software

Canberra, Australia

Technical Support for ADSL Broadband for Telstra Bigpond customersResponsibilities- Completed customer requests and remotely provided ADSL technical support to thousands of Bigpond internet customers- Documented information, troubleshooted, diagnosed and resolved faults relating to connection disruptions, hardware and software

Microsoft Certificate Of Achievement, Microsoft Official Course: Installing And Configuring Windows 10 (20698)

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Swc Training

Evans High School