Jeffrey Lyons Email & Phone Number

Brisbane, Queensland, Australia

 Provide Level 1 & Level 2 ICT support to 2, 000 customer base Face-to-face, Walk-up, Telephone, and e-Based Ticketing (full ticket life-cycle) 30+ calls/day. Deliver end-to-end user experience, as single point-of-contact  Deploy and support MOE (Windows 10 and Office 2016 / O365) Telstra liaison officer for telephony services (new, canceled, and sim reburns) Device enrollment, and application management in InTune / Endpoint SharePoint publishing of digital library content, assisting customers ad-hoc GP objects modification to achieve customizable outcomes for OU members Administer computers & user accounts : ActiveDirectory | Azure AD | Entra AD Ordering and fulfilment of software licenses (Microsoft, Adobe, Specialized) Technical writing and user documentation Customer training (new staff onboards plus ad-hoc for existing customers) Network administration, of File, Printer, and Email server, inc. virtual machines Printer management (installation/configuration) of network and local printers EUC device re-imaging (SCCM/MDW) ; converting fleet towards MDW  Smartphone support (Android/Apple). Ordering, iCloud admin, warranties Support digital communications (Skype, Teams, Zoom) infrastructure Onboarding new team members, both in-office and remote Decommissioning of closed villages, and revitalization of continuing villages Asset disposal of EOL hardware, inc. data destruction and vendor collection  Setup VC facilities for monthly CEO meetings, allowing staff participation Mentoring of short-term ICT Contractors, from commencement to termination Assist vendor with upgrades to VC rooms, including post-troubleshootingKEY ACHIEVEMENTS Saved $3, 000+ by cancelling parked mobile device services Setup, test, deploy 100 MDW laptops Maintain minimum closure of on average 12 tickets per day Produced Welcome kit for new staff ; reduced 1st day calls by 50%

Rockhampton, Queensland, Australia

 Support QPS, QFES, QAS, SES 1st point-of-contact to sworn officers and civilian staff across all of Central Qld Reception | Day Room | TCS | CPIU | Stock Squad | Property Squad | Dog Squad | 000 Comms, | CIB | OCO | FCU | HR | Finance | Prosecutions | Counter Terrorism | Vehicle Impoundment | ETO Administer Desktops/Laptops, Printers, Mobile devices, Servers Upscale on-site protective (storms) equipment in remote regional stations Manage MPF (Mobile Police Force) Police Van hardware revitalization project Maintain PC hardware in Police Watch-House Preventative maintenance and PC upgrade onboard Water Police Boat O/S upgrade of PC’s in LIVE 000 QPS & QAS Communications Centers  Support QFES geographical statewide mapping systems Queensland Ambulance station decommission Maintain hardware hot-swap zone for senior executive team PowerShell scripting for process automation and simplification Digital forensics data recovery on HDD and USB medium Support for Court Room PC's and Printers Setup and run Virtual Machines to test new software/software updates Provision of live Service Catalogue Technical Writing of user guides and manuals Assist bi-annual setup/test of VSAT (Very Small Aperture Terminal) earth station Intrastate driving to investigate, troubleshoot, and resolve IT issues Responsible for intra-office incoming and outgoing mail duties for IT Office Courier administration, of collections and deliveries Sanitization and disinfection of IT hardware, and Recycling duties Setup major incident room for visiting CIB/Detectives Staff On-boarding PC re-imaging (due to upgrades, and system blue screens) Warranty and repair liaison officerKEY ACHIEVEMENTS Resolved 90% of ITSM jobs in 2 hours to meet SLA’s. Escalate when applicable  Consistently achieved 0% breaches of open tickets by due diligence Led EOL Asset (400+) Disposal project ; fulfil device compliance requirements

Rockhampton, Queensland, Australia

 On-site IT support (walk-in, phone, email, service desk) for 4 Primary Schools 500+ user-base (Management, Admin, Teaching, Ancillary, Primary Students) Administered computer fleet ; 200 Windows PC’s, 100 Chrome Books, 200 iPads Recurrently beta-test new hardware (reporting on suitability) for IT head office  Video post-production, editing school camp recordings, encoding to DVD  NAPLAN testing (ChromeBooks, WAP coverage, Browser compatibility testing) Oversee installation of IWB's/Projectors, lamp replacements, and Vivi units Administer JAMF Apple MDM of school iPads and Apps Converted old classroom to computer lab, equipped with dedicated LPT server Proactively responded to viral and malware infections on EUC devices Pioneered technology training program for on-boarding new employees Setup school surveillance camera monitor system, for onsite & remote access Custom ethernet cable making, patching and installation End-of-school year reclaiming EUC devices, to re-image & setup profiles Annual roll-over of continuing students ; reset passwords, configure accounts  Employed ORCA to compile MSI installation packages to simply software installs Supported shared network drive system (Public P drive, and private H drives) Performed IT Audits Hardware (Equipment) and Software (Licenses)KEY ACHIEVEMENTS Led site-wide OS upgrades : Windows XP-to-7-10 Instigated Parent iPad buy-back scheme : injected $1, 500 to IT budget Managed WOL (Who’s on Location) Sign In/Out System : safely track visitors Introduced MicroDOT theft prevention program (police traceable) Rolled out VoIP system (Skype) : saved $500 per month in call costs Replaced EOL networking hardware : negated avg $200 per-visit call out fees

Brisbane, Queensland, Australia

 Worked in team of 8, providing IT support to clients via phone & on-site visits Educated clients by answering technical questions in plain to understand terms Performed maintenance on client networks, by updating and patching systems Modified ACL permissions to accommodate incoming and outgoing staff Monitoring of UPS units, scheduling replacements before devices reached EOL Home visits to install new PC systems for self-employed clients Arranged and delivered customer training, typically Windows and Office Created nightly dataset backups, educating staff on tape rotations and storage Building and testing of Level 1 Hypervisors / Virtual servers (ESXi) Performed Windows OS Upgrades, on business and SOHO environments Developed Wiki KB articles On-site server upgradesKEY ACHIEVEMENTS Upheld SLA of 80% first-call resolution for all inbound telephone calls Updated Password Vault to allow onsite technicians remote access Assisted site-wide PC infrastructure upgrade of airline catering network

Rockhampton, Queensland, Australia

 Managed daily IT running of 3 (1 local, 2 intra-state ) Aboriginal medical centers  Championed 200 staff : Recep | Clinic | Medical | SEWB | Corp | ELT | Dental Administered on-premises Medical Director and PracSoft medical databases  Diligently monitored A/V dashboards, actioning PC’s infected / non-compliant  Utilized AD for user account management, drive mapping, and file library VSC  Proactively maintained network, servers, workstations, printers, and peripherals Deployed EUC devices, install OS & applications, configure network ACL’s Data archiving and Off-site backup storage Face-to-Face on-boarding new staff, introducing IT Polices and Procedure Implemented KB database to compliment Help Desk system Quotes and PO Requisitions, for hardware and software requests Assigned and managed security system PIN codes for site access portals WSUS administration of Microsoft updates, inc. after hours deployment Demonstrated leadership and mentoring for junior IT trainee, defining daily tasks,  AGPAL (IT) compliance to ensure Accreditation continually maintainedKEY ACHIEVEMENTS Instructed customers in ITSM best practice : improved ticket efficiency by 20% Increased number of resolved tickets by 25% in first year Introduced LPT toner hot-swap initiative : increased operational efficiency by 50%  Developed process improvement project, converting centre into a paperless-office Supported disaster recovery plan and BCP PC Workstation SOE restructure Created hot-swap PC store Consulted with developer to migrate site-wide medical database from MD to Communicare  Designed, implemented, and maintained internal Wiki Consistently audited network ; saved $2,000 in redundant A/V ‘seats’ Conducted open-ended IT satisfaction feedback program from end users