Worked as the sole Technical Engineer in Sydney for a leading national IT Managed Service Provider. Managed all onsite & offsite requirements for over 30 separate clients (from small businesses up to large national and international clients) based in Sydney, Brisbane, and Perth. Resolved issues reported by external stakeholders via phone, email, and in person.Key Achievements• Liaised with external clients managing and exceeding expectations, minimising business interruption• Consistently provided cost effective solutions to external stakeholders, incorporating best-practice solutions while balancing both internal and external business requirements • Completed an interstate hardware refresh for an international firm incurring zero staff downtime• Monitored business continuity infrastructure including backups, UPS replacement, and versioning• Implemented a hardware and software management schedule to ensure all systems are kept up to date and secure• Performed server installation and upgrades, maintained extensive existing server fleets, assisted with end-user desktop issues across a broad range of applications and services• Identified and resolved onsite hardware issues including water damage, electrical risks, and other potential workplace health and safety hazards• Performed company-wide IT risk assessments and auditing technical assets / topology

Worked as the sole Infrastructure Engineer, on a 3-month contract maintaining and supporting an I.T. platform providing services to 30 internal and 3,000 external stakeholders. Resolved issues reported by external and internal stakeholders via phone, email, and in person. Updated and revamped various internal systems to streamline operations and reduce risk exposure.Key Achievements• Re-worked the backup schedules, policies, and procedures to reduce nightly backup duration, tape proliferation, saving man-hours and monetary overheads • Completed an expansion of an interstate office enabling the business to continue to perform efficiently and without downtime• Successfully integrated the Eaton UPS with the Virtual Infrastructure enabling automatic shutdown and restart in the event of mains power failure, ensuring business continuity and preventing loss of data• Implemented a patch management schedule to ensure all systems are kept up to date and secure. This involved a staged approach incorporating test systems and both in and out-of-hours patching as required

Worked in a team and provided and supported back-end infrastructure internationally to 1,500 employees. Provided senior-level troubleshooting for and resolved issues escalated from Tier 2 Support Personnel via phone and email. Implemented numerous new platforms supporting the latest business initiatives. Liaised with Project teams and provided infrastructure services / information to both technical and non-technical staff.Key Achievements• As the Infrastructure Project Technical Lead, rolled out a virtual network hosting triage software in an Indonesian Hospital. This was delivered on time, within budget and met all project requirements• Successfully provided Tier 3 support to an international enterprise environment of approximately 1,500 users as part of a core six person team• Initiated a business case and implemented it to streamline tape offsite and delivery solutions, thereby saving the business over $32,000 p.a.• Functioned as head of Vendor Relationships with several companies including Datacom, Databank, PRD Software, and Symantec• Performed regular maintenance of the approximately 600 server fleet which resulted in a reduction of attrition costs to the business• Successfully solved approximately 85% of all day-to-day issues escalated to the Infrastructure team, preventing staff downtime• Part of a team which managed the administration of multiple platforms including the MS ActiveDirectory, SharePoint, VMWare, Citrix, WSUS, MS ISA Proxy, Exchange, OCS / Lync, and SafeWord Token Authentication• Trained local and overseas IT staff in managing new technology platforms• Successfully presented to non-technical staff explaining how the I.T. Department’s back-end infrastructure would impact on and support their new business projects / initiatives• Consolidated the number of backup sites which dramatically reduced the cost of retention of key business data. Managing backups became a regular tasks including Vendor relationship management

Provided mid-level support for national and international employees in a BAU capacity. Resolved issues in a timely manner and expedited processes to ensure staff efficiency. Collaborated with vendors to ensure prompt resolution of requests and incidents.Key Achievements• Successfully upgraded the company wide desktop fleet of approximately 850 users from XP to Windows 7• Provided regular maintenance of the desktop fleet to increase the lifespan of business hardware and reduce costs• Provided troubleshooting of international Avaya PABX-based Telephony system and managed the installation and configuration of new networking and telephony hardware• Troubleshooted and configured production Citrix environments• Trained up to 7 staff members to successfully resolve Tier 1 queries• Successfully provided 24/7 On-Call support as required

Provided first-level support for national and international employees and worked to resolve the vast majority of incidents on first contact. Managed the workloads of a team of 6 staff and reported on team statistics. Customer-focused role, managing expectations in a friendly and professional manner.Key Achievements• Kept more than 150 workstations up to date and in optimum working condition• Managed constantly variable workloads with deadlines and set user expectations• Troubleshooted home-style ADSL connections to ensure the ability of remote staff to continue working

Worked as the sole I.T. employee in a firm which provided telephone support and advice to shareholders for numerous ASX-listed companies. Supported 50-100 employees by maintaining a small office network, and troubleshooted issues raised by the business. Implemented new features to form a more robust office I.T. environment.Key Achievements• Provided users with numerous iterations of data entry front-ends• Ensured the front-end forms and back-end databases were properly integrated and operating smoothly• Performed rigorous data analysis of shareholder lists to identify the ideal strategy of contacting shareholders during Merger and Acquisition campaigns. Did this for approximately 20 significant M&As• Successfully provided general office IT Support in a non-IT friendly environment• Reported on database activities in a professional and uniformed manner to corporate clients

Worked as part of a large team contacting stockholders to inform them of the latest directives and initiatives on behalf of the Board of Directors of various ASX-listed companies.Key Achievements• Sound knowledge of Corporate Actions, including Share Purchase Plans, Rights Issues, Takeovers, Mergers / Acquisitions, Schemes of Arrangement, Options Exercises, Warrant and Note Conversions• Successfully obtained over 90% of investor contact details from the internet and electoral roll• Used quick thinking and good organisation to constantly multi-task when receiving and making calls

Inbound and outbound calling (both cold and warm) which raised money for various charities. Worked in a team to meet strict funding deadlines and goals. Key Achievements• Developed a rapport with potential donators to generate maximum funding for charities• Professionally interacted with other team members and collaborated successfully to complete projects• Promoting a positive message with a polite and persuasive manner