John M. Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Delivering exceptional customer service and in a timely manner as well as assisting our level one team in resolving any issue or with the proper troubleshooting skills, determining the probable cause, applying the resolution or if not possible escalating to the developers where necessary, gathering all the necessary information and documenting these for future resolution. Assisting and advising MSP/IT supports, on the proper setups for Practice Evolve in their infrastructure for the perfect performance/stability ratio and uptime, while minimizing any downtime. Engaging with the clients and understanding their current needs and prioritizing urgent and high items as well as receiving any feedback and new features requests to our product.Providing technical support via telephone and email as well as analyzing, diagnosing, troubleshooting and providing solutions to software product problems and questions;Documenting all troubleshooting solutions, providing these to the team and the MSP/IT supports of our clients, working closely with these as we strive to deliver outstanding customer service.

Sydney, New South Wales, Australia

Performing infrastructure deployments & creating projects and deploying these to the clients.Setting up DR and BCP for businesses & properly documenting these following international compliances.Delivering projects before the deadlines as well as being production-ready.

Sydney, New South Wales, Australia

Creating complete ICT portfolios for businesses and allowing these to increase productivity, stability and reliability. Enhancing businesses and users performances using IT frameworks and infrastructures with policies and procedures tailored to the business needs.

Sydney, Australia

• Providing technical support via telephone and email for Veeam Software’s clients;• Analyzing, diagnosing, troubleshooting and providing solutions to software product problems and questions;• Communicating effectively with Sales Representatives;• Building and maintaining strong customer relationships;• Monitoring ticket queues and documenting work related to assigned cases and tickets;• Contributing to ongoing documentation to build Veeam’s knowledge base;• Providing customers with the best solution for their environment. •Ensuring the customers’ needs are met and their backup infrastructure is performing efficiently and as scheduled by the customer.•Troubleshooting issues with their backups.•Troubleshooting performance issues with backups.•Assisting both English and Spanish speaking customers globally.•Assisting with installation where issues occurred.

Sydney, Australia

Auditing internal ICT Infrastructure & modernizing it to the business needs. Developing projects to resolve reoccurring issues, enhance network performance, security, stability, remove unnecessary overhead in the structure as resolving previous miss-configurations. Applying ISO27001 standards to the company, as well as being the liaison with 3rd parties to deploy solutions. Developing the missing ICT structure. Implementing monitoring tools, resolving backup solutions & creating a plan for the non-existing DR procedure. Creation of an internal help-desk, assets management as well as deploying software for the remote access to hosts. Creation of the appropriate documentation for a complete ICT portfolio structure. Research and creation of 3 major programs with 13 projects to create an appropriate SEO environment. Creation of the virtual environment & cloud based solutions. within a SaaS & PaaS environment.

Sydney, Australia

-Resolve technical issues relating to Microsoft business applications and operating systems.-Support for the integration of the client line of business applications within their IT infrastructure.-Management of client's vendors.Installation, configuration and support of new hardware including but not limited to switches, routers, firewall appliances, computers, notebooks.-Installation, configuration and support of existing and new software including but not limited to; backup software, antivirus, remote access, MS office, third party application as required.-Sever builds and configuration,-Provide ongoing support for all our contract clients in all areas of networking.

Prospect, Sydney

Providing a high level of technical support & customer service; Carry out 2nd level desktop support. From triaging, prioritizing, documenting, & actively resolving customer support requests. Receive and escalate support incidents & problems as required by external support resources. Acting as the escalation point for service requests & incidents. Acting as an interface between client and vendors and internal teams to provide coordination of all relevant teams in aiding incident resolution; liaise directly with external vendors, while ensuring continuous operation of Wet'n Wild Sydney

Responsibilities:• Responsible for first & second level support.• Reporting directly to the IT Manager and collaborating closely with other IT team members. Responding to queries in a timely and accurate manner and resolving queries to the user’s satisfaction.Main areas of focus:• Manage Windows Server 2012 Active Directory• In charge of the ITV System powered by Allin interactive• Maintain system documentation, processes & procedures, ensuring change is managed coherently• Serve as escalation point for all Service Desk team members (2nd & 3rd level support)• Handle service related client complaints & ensure customer satisfaction is achieved at all time• Ensure optimum resolution of all cases escalated to third party vendors Selected successful achievements:• Reduced total number of open tickets by my second day from 65 tickets to 5• Increased overall customer satisfaction, following through on all issues & recovering from several difficult cases during 3 days Dry Dock• After a critical loss of AC, recovered 74 servers in 90 minutes minimising the impact to the operation

Responsibilities:• Responsible for supporting all shipboard systems. Reported directly to the IT Operations Manager.Main areas of focus:• Support the ITV (Interactive TV) System powered by Apple Mac Mini & Apple TV, with over 4000 units on-board, 11 VOD OSX servers, 3 Load balancers and 4 System servers• Clone & configure devices & maintain the inventory of all IT hardware on-board• Satellite system troubleshooting (C-band) for on-board voice and data• Maintain system documentation, processes & procedures, ensuring change is managed coherently• Serve as escalation point for all Service Desk team members (2nd & 3rd level support)• Handle service related client complaints & ensure customer satisfaction is achieved consistently• Manage backups with TSM and with Veeam for virtual servers in an VMware environment• Support and troubleshoot Point of Sale systems (IBM & Infogenesis/Revelation)• GWI call logging and ticketing system used to track all issues and document work logs and resolutions• Work very closely with third parties (partners and vendors) to ensure optimum resolution of all casesSelected successful achievements:• Covered IT Manager & ITV Manager positions for 2 months simultaneously• Reduced recurring tickets by 50% with focused user training & IT cross training• VMware system upgrade from 4.1 to 5.5 (4 ESX hosts)• TSM Tivoli backup server deployment & backup job configuration on all servers (70+)• Revelation Point Of Sale system deployment using PAR 6000 terminals (90+)• TTG (PCI System) upgrade on servers & end user workstations• Complete IT infrastructure overhaul during ship dry dock

Responsibilities:• Responsible for the entire IT infrastructure, reporting directly to the Hotel Director & effectively managing the IT Team of 4 IT staff.Main areas of focus:• Satellite system troubleshooting (C-band) for on board voice and data.• Manage the Service Desk using GWI & support all our client's users.• Train and coach the Service Desk colleagues & users • Maintain high levels of customer service satisfaction.• Work very closely with third parties (partners and vendors) to ensure optimum resolution of all cases.• Supervised the documentation, processes & procedures• Serve as escalation point for all Service Desk team members (2nd & 3rd level support).• Handle service related client complaints & ensure customer satisfaction is achieved all the time.• Monitoring all team members workflow and assigning tasks as per their SLA.Accomplishments: Assisting Project manager with new IT system for the gift shops & finalizing project ahead of time with no issues.• Worked 2 months doing 2 positions, as IT Manager and ITV Manager as the position was vacant during those 2 months. Maintained a high end user satisfaction with IT solutions provided.

Full Stack Web Development

Learning MERN, the Full Stack Web Development. MongoDB, MySQL, Express, REACT and NODEJS. Currently in progress and pending approximately.

Education record

Activities and Societies: High School Soccer Team &Technology Group